Clover Go
Credit Card Reader Troubleshooting

Use this guide to diagnose and solve problems with the Clover Go Bluetooth Credit Card Reader. If you have not yet set up the reader, visit our setup article.

Table of Contents

Setup Issues

This section covers issues that may occur while connecting a Clover Go to the ShopKeep Register app.

The Go is not listed on the Card Readers screen.

This happens when the Clover Go is powered off, not located close enough to the register, Bluetooth is disabled on the ShopKeep Register for iOS, or steps were skipped during setup.

  1. Check if the Go is powered on.
    • When powered on, the blue status light will be blinking or solid.
    • If powered off, hold the power button for 5 seconds. If the reader does not turn on, follow these steps below to troubleshoot.
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  2. Make sure the Go is located within 30 feet of the register.

    Exact Bluetooth range will vary based on environmental factors.

  3. If using the ShopKeep Register for iOS, verify Bluetooth is enabled.

    On the ShopKeep Android Register, an error will appear on the Card Readers screen if Bluetooth is not enabled.

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  4. Confirm you have followed all steps in our setup guide.

Nothing happens when I tap the Go on the iOS Register Card Readers screen.

If the ‘Bluetooth Pairing Request’ popup does not appear when tapping the Clover Go to connect to it, follow the steps below to resolve the issue.

  1. Tap 'Disconnect'.
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  2. Tap 'Clover Go Device' and continue with setup.
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The iOS ShopKeep Register continually displays "Bluetooth Pairing Request".

The ‘Bluetooth Pairing Request’ popup should only appear once on the register (when initially connecting the Clover Go). If it keeps appearing after connecting the Go, follow the steps below to fix the issue.

  1. On the Card Readers screen, tap 'Disconnect'.
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  2. Open the Settings app and tap 'Bluetooth'
  3. Tap the blue ⓘ next to the 'RP450' device.
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  4. Tap ‘Forget this Device’.
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  5. Tap 'OK' to confirm.
  6. Reconnect the Clover Go.
  7. If the problem persists, contact Customer Care.

How can I tell which register the Go is connected to?

With multiple Clover Go devices, you may need to identify which Go is connected to which register if things get mixed up.

  1. Locate the first number listed on the sticker on the bottom of the reader.
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  2. Follow the steps below based on whether you are using the ShopKeep Register for iOS or for Android.
    ShopKeep Register for iOS
    a On a register, open the Settings app and tap ‘Bluetooth’.
    b Compare the number next to ‘RP450’ with the last 8 digits of the number from step 1.
    Don’t see ‘RP450’? The Go is not connected to that register.
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    c Repeat steps 2a – 2b on each additional register.
    The Go is connected to the register with matching numbers for steps 1 and 2b.
    ShopKeep Register for Android
    a On a register, open the ShopKeep Register app.
    b From the register menu, tap ‘Settings’.
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    c Select ‘Card Readers’.
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    d Compare the number next to ‘RP450’ with the last 8 digits of the number from step 1.
    Don’t see ‘RP450’? The Go is not connected to that register.
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    e Repeat steps 2a – 2d on each additional register.
    The Go is connected to the register with matching numbers for steps 1 and 2d.

How do I disconnect the Go from a register?

Disconnect the Clover Go to use it with a different register, if asked to by a Customer Care advisor, or as a troubleshooting step to help resolve a stubborn issue. Follow the steps below based on whether you are using the ShopKeep Register for iOS or for Android.

ShopKeep Register for iOS

  1. From the Card Readers screen, tap 'Disconnect'.
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ShopKeep Register for Android

  1. From the Card Readers screen, toggle off the Clover Go.
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Common Error Messages

This section covers common error messages related to processing transactions with the Clover Go.

"Payments Processing Not Set Up"

This means the account is not set up for credit card processing or the register was not updated after processing was set up.

  1. Contact your Account Executive to sign up for ShopKeep Payments.
  2. If you received an email stating the account was boarded, 'Get Updates from BackOffice' on the register.

"Card Reader Device Disconnected" or "Credit Card Reader is Not Found"

These errors occur when processing a credit sale if the Clover Go was never set up or if it was intentionally disconnected from the register.

  1. Follow the steps here to connect the Clover Go to ShopKeep.

"Activating Card Reader"

This message appears on the ShopKeep Register for iOS when processing a credit sale if the Clover Go has been powered off or if Bluetooth is disabled on the register.

  1. Make sure the Clover Go is powered on.
    • When powered on, the blue status light will be blinking or solid.
    • If not powered on, hold the power button for 5 seconds. If the reader does not turn on, follow these steps below to troubleshoot.
  2. Open the Settings app and make sure 'Bluetooth' is toggled on.
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  3. Open ShopKeep and tap 'Cancel' to return to the New Sale screen.

    If gratuity is enabled, tap ‘Back’, then ‘Cancel’.

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  4. Tap 'Credit' and try processing the card again.

"Non-Compliant Reader Error"

This error appears on the ShopKeep Register for iOS in two different situations: if there is a non-Clover credit card reader connected to the register and if tipping on paper receipts is enabled.

  1. Tap 'OK' to dismiss the error.

  2. Depending on the wording of the error, follow one of the steps below.
    a Disconnect or unpair any non-Clover credit card readers.
    b Either set up your account to accept tips on the screen of the register or disable tipping. Learn how to adjust tip settings here.

"No Internet Connection" or “Transaction Error”

The register must be connected to the internet via Wi-Fi or ethernet to process credit cards. Connect the register to your network, then try the sale again.

  1. Tap 'OK' or the back button to return to the New Sale screen.
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  2. Connect to an internet network from the Settings app of the iOS or Android device.
  3. Tap 'Credit', then try processing the sale again.

"Gateway Error"

This error occurs on the ShopKeep Register for iOS as a result of the register having little to no internet connectivity.

  1. Press the iPad’s home button to exit ShopKeep.
  2. Open Safari and perform a Google search.
    • If results load, force quit and re-open ShopKeep, then run the credit transaction again.
    • If search results do not load, follow the additional steps below.
  3. Open Settings and tap 'Wi-Fi'.
  4. Check if the register is connected to the correct network.

    If the register is connected to the wrong network, switch it to the right one, then force quit ShopKeep and try the sale again.

  5. Make sure your network follows all recommendations in our Best Practices guide.
  6. If the problem persists, reboot the router or contact your internet service provider for help restoring the internet connection.

"Card Declined" or "Decline"

‘Card declined’ and ‘Decline’ both mean the attempted charge was refused by the customer’s bank.

  1. Tap 'Retry' to try charging the card again.
  2. If declined again, have the customer contact their bank or finish the sale with a different card or tender.

"Invalid Entry", "Invalid Card", "Field format error", or "Invalid account number"

For swiped credit cards, ‘Invalid Entry’ and ‘Invalid Card’ mean you did not swipe a valid credit card or there was something wrong with the card’s magnetic stripe. For manually entered credit cards, these errors indicate either the Credit Card #, Expiration Date, Billing ZIP, or CVV were entered incorrectly.

  1. If the error occurs while swiping a card, make sure you swiped a valid credit card.
    • If the swipe fails, manually enter the card information or swipe a different card.
    • If the card is a ShopKeep gift card, tender the sale as Gift Card and manually enter the gift card number or scan its barcode with a barcode scanner.
  2. If the error occurs while manually entering a card, tap 'OK' and reenter the card information.
    • Most credit card numbers are at least 14 digits and begin with 2, 3, 4, 5, or 6.
    • For Discover, MasterCard, & Visa: CVV is the 3 digits on the back of the card next to its last 4 digits.
    • For American Express: CVV is 4 digits on the front of the card above the card number.

“Bluetooth Required”, “Location Required”, or “Services Required”

These errors appear on the ShopKeep Register for Android when specific settings needed for connecting the Clover Go are disabled.

  1. Open the ‘Settings’ app on your register and enable Bluetooth and Location settings.

I'm receiving an error not listed on this page.

  1. Contact Customer Care for assistance.

Miscellaneous Issues

This section covers miscellaneous issues unrelated to the sections above.

The Go will not turn on.

If the Clover Go does not power on, chances are its battery is not charged.

  1. Follow the steps here to charge the Go.

I don’t see the ‘Credit’ tender on my register.

This occurs if credit card processing is not set up on the ShopKeep Register for Android, the ‘Credit’ tender is disabled in BackOffice, or the register has not been updated.

  1. If you have not set up credit processing, contact your Account Executive to sign up for ShopKeep Payments.
  2. In BackOffice, visit Tender Settings and make sure ‘Credit’ is enabled.
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  3. At the register, Get Updates from BackOffice (iOS) or tap ‘Get Updates’ on the register menu (Android).
    ShopKeep Register for iOS

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    ShopKeep Register for Android

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Nothing happens when I insert, swipe, or tap a card.

  1. Tap 'Cancel' to return to the New Sale screen.

    If gratuity is enabled, tap ‘Back’, then ‘Cancel’.

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  2. Tap 'Credit', then try processing the card again.
  3. If the problem persists, follow these steps above to disconnect the Go, then reconnect it to the register.

ShopKeep is stuck on the "Transaction in Progress" or "Please Remove Your Card" screen.

The ShopKeep Register app may become stuck on one of these screens if the internet connection is lost while a credit sale is in progress.

  1. Force quit (iOS) or force stop (Android) the ShopKeep Register app.
  2. Follow the steps here to troubleshoot the internet connection.
  3. Reopen ShopKeep and try the sale again.

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