Clover Mini Troubleshooting

This guide focuses on solving issues that affect the Clover All-in-One Credit Card Reader and Printer. Having problems setting up, processing credit cards, or printing receipts? It’s all covered in here.

If you are having problems with the ShopKeep Register on The Mini, built by Clover, visit this troubleshooting guide instead.

Table of Contents

Setup Issues

This section deals with issues you may run into while setting up a Clover device for the first time.

My device is not powering on.

If the screen does not turn on after plugging the power cable into an outlet, the device is most likely not receiving power. After each step below, check to see if the problem is resolved.

  1. Unplug the power cable from the power adapter, then plug it back in.
  2. Unplug the power cable from the Hub, then plug it back in.
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  3. Unplug the power cable from its power outlet, then plug it into a different power outlet.

    Make sure to use a known working outlet.

  4. If a cash drawer is connected to the Hub, check the label on the cash drawer cable.

    The CD-101A is the only compatible cash drawer cable. If a different cable is connected, the device will not power on.

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    Not using the CD-101A cash drawer cable? Visit the ShopKeep Store to purchase one.

"You've entered the wrong password"

This error appears on the Clover device when you enter a Wi-Fi network’s password incorrectly.

  1. Look to see if you are connecting to the right network.

    If you selected the wrong network, tap ‘Cancel’ and pick the correct one.

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  2. Tap 'Try Again' and re-enter the network's password.

    Be aware that Wi-Fi passwords are case-sensitive.

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  3. If the problem persists, try to confirm the Wi-Fi password with someone.

I can’t locate the activation code email.

An activation code is required for device setup. If you cannot find the activation code email in your inbox, continue reading for help.

  1. Make sure you are checking the correct email account.

    The code is sent directly to the Business Owner. Unless changed, this is the email address originally used to set up the ShopKeep account.

  2. Check your spam folder as the email may have been incorrectly filed there.
  3. Still cannot find the activation email? Contact ShopKeep Customer Care.

"Invalid activation credentials"

This error appears when the wrong activation code is entered during setup.

  1. Check your email to verify the activation code.
  2. If you have multiple Clover devices, make sure you entered the code assigned to that specific device.

    Match the number on the bottom of the Hub with the ‘Device ID’ in each activation email.

  3. Re-enter the activation code.

The Clover device is not listed on the ShopKeep Hardware Setup screen.

This problem normally occurs if you skip part of the setup process. After each troubleshooting step below, check to see if the issue is resolved.

  1. On the Clover device, look to see if the Network Pay Display app is running.

    A ‘Welcome’ screen displays when the app is open. If it is not open, tap to open the app.

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  2. Check if the iPad is connected to the correct Wi-Fi network.

    Open Settings, tap ‘Wi-Fi’, and see if the iPad is connected to the same network as the Clover device.

  3. Update the ShopKeep register app to the latest version.

    ShopKeep must be updated to v2.20.0 or above. If you are running an earlier version, visit our Introduction to the iPad article to learn how to update ShopKeep.

  4. In ShopKeep, open the Control Panel and tap ‘Get Updates’.
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If the problem persists, follow the steps below to continue troubleshooting the issue.

  1. On the iPad, force quit the ShopKeep app.
  2. On the Clover device, tap all 4 corners to exit the Network Pay Display app.

    The corners must be tapped either simultaneously or one at a time in quick succession.

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  3. If prompted, enter the Clover device's passcode.
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  4. Tap the launcher button, then swipe your finger upward on the Network Pay Display app preview.

  5. Reopen the Network Pay Display app.
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  6. On the iPad, reopen the ShopKeep app and continue setup.
  7. If the problem persists, contact Customer Care for assistance.

I'm not receiving a pairing code in ShopKeep.

If tapping the Clover device on the Card Readers screen does not produce a pairing code, follow the steps below to trust the installed certificate.

  1. In the iPad's Settings app, tap 'General' and select 'About'.
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  2. Scroll to the bottom of the right side and tap 'Certificate Trust Settings'.
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  3. Toggle on 'Clover Device Server Root CA'.
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  4. Tap 'Continue'.
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  5. In ShopKeep, tap the Clover device to get a pairing code and continue with setup.
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I get a spinning gear or red X after I enter the pairing code.

A green checkmark is needed to be able to use your Clover device. If you see a spinning gear or red X on the ShopKeep Card Readers screen, it means there is a connectivity issue.

  1. In ShopKeep, tap 'Disconnect' on the Card Readers screen.
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  2. Force quit the ShopKeep app.
  3. On the Clover device, tap all 4 corners to exit the Network Pay Display app.

    The corners must be tapped either simultaneously or one at a time in quick succession.

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  4. If prompted, enter the Clover device's passcode.
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  5. Tap the launcher button, then swipe your finger upward on the Network Pay Display app preview.

  6. Reopen the Network Pay Display app.
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  7. On the iPad, reopen the ShopKeep app.
  8. On the Card Readers screen, tap the Clover device and wait for a checkmark to appear.

    If the Card Readers screen is blank, follow these troubleshooting steps to resolve the issue.

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Credit Card Processing Issues

If you are unable to process credit cards with your Clover device, we can help. Find your issue in this section and follow the troubleshooting steps.

Customers are not prompted to add tips.

This is caused by the BackOffice tips and signature setting being configured incorrectly.

  1. In BackOffice, change the 'Tips and Signature' setting to 'Tip and signature on screen'.

    Visit our Tips and Gratuity article to learn how to make this change.

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  2. In the ShopKeep app, open the Control Panel and tap 'Get Updates'.
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"The return has failed to process to the original card."

This error appears in ShopKeep when you try to return a credit card sale made before you started using your Clover device.

  1. Complete the return to a different tender, such as Cash.
  2. If you must return the sale back to the original card, contact ShopKeep Customer Care.

"Card reader device disconnected" / "Transaction cancelled: device disconnected"

These errors appear on the iPad when it loses its connection to the Clover device. Most often, this happens because the iPad has automatically connected itself to a different network.

  1. Press the iPad’s Home button to exit ShopKeep.
  2. Open Settings and tap 'Wi-Fi'.
  3. Make sure the iPad is connected to the correct network.

    If not, switch to the correct one and follow these steps to forget all other networks.

  4. Reopen ShopKeep and try the sale again.

If the problem persists, follow the steps below to continue troubleshooting the issue.

  1. Unplug your router from power, wait about 10 seconds, and plug it back in.
  2. Once the router is back online, check if the iPad is connected to the correct network.
  3. Reboot your Clover device.

"Card number is invalid" / "Card number length is not correct"

These errors appear on the Clover device’s screen if a customer makes a mistake while manually entering their credit card information.

  1. Tap 'OK' to dismiss the error.
  2. Have the customer re-enter their card number.

"Transaction failed: invalid card"

This error appears on the Clover device’s screen if a customer swipes something other than a credit/debit card, like a gift card. It can also occur if the card’s magnetic strip is damaged.

  1. Tap 'OK' to dismiss the error.
  2. Have the customer swipe a valid credit or debit card.
  3. If the swipe fails again, manually enter the card information.
  4. If the card is a ShopKeep gift card, tender the sale as Gift Card and slide the card through the reader.

"Card declined"

If a “Card declined” error appears in ShopKeep, it means the charge was refused by the customer’s bank.

  1. In ShopKeep, tap 'Cancel' and tender the sale again.
  2. If declined again, have the customer contact their bank or finish the sale to a different tender.

I'm receiving a credit card processing error not listed on this page.

  1. Visit our Credit Card Readers Troubleshooting homepage to view other common error messages.
  2. If you cannot find the error, contact ShopKeep Customer Care.

I have not received money from my credit card transactions.

Deposits occur within 24-48 business hours of batch closure and, by default, most accounts batch out automatically every night. If you have not seen a deposit in several days, try manually closing your batch.

  1. Tap all 4 corners to exit the Network Pay Display app.

    The corners must be tapped either simultaneously or one at a time in quick succession.

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  2. If prompted, enter the Clover device’s passcode.
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  3. Open the 'Closeout' app, then select the current batch.
  4. Tap 'Close Out All Devices'.
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  5. Tap 'Close Out' to confirm.
  6. Tap the Home button to return to the Home screen.
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  7. Reopen the Network Pay Display app to continue using the device with ShopKeep.
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Printer and Cash Drawer Issues

Look no further for help with issues affecting the Clover device’s printer or cash drawer connection.

Receipts print blank.

The printer requires special thermal receipt paper. If you loaded regular paper, receipts will print out blank.

  1. Pull open the back cover.
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  2. Check to see if you are using thermal receipt paper.

    Thermal paper is shinier on one side and turns black when scratched.

  3. Make sure the paper is installed correctly.

    Thermal paper only prints on one side. The paper must be loaded so it feeds up from the top of the roll.

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Not using thermal receipt paper? Purchase some from the ShopKeep Store.

"Receipt Not Printed"

This error appears in ShopKeep when the printer runs out of paper or the paper is not properly loaded.

  1. Pull open the back cover.
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  2. If there is no paper left, load a new roll.
  3. If there is paper left, check if it is loaded correctly.

    The paper must be loaded so it feeds up from the top of the roll.

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  4. Close the cover on the paper and reprint the receipt.

    Not sure how to reprint a receipt? Visit our Using the Register article for help.

The cash drawer does not open when I perform a sale or a No Sale.

This issue can occur for a variety of reasons. After each step below, check to see if the problem is resolved.

  1. If performing a sale, make sure you tendered it to Cash.

    The drawer opens for Cash sales but not for other tenders, such as Credit.

  2. Check that the drawer's lock is in the vertical position (unlocked).
  3. Confirm you are using the CD-101A cash drawer cable.

    If the cable is not marked with ‘CD-101A’, purchase a new cable here.

  4. Disconnect the cash drawer cable from the Hub and the drawer, then reconnect it.

    The cable’s larger end plugs into the bottom of the drawer, while the smaller end plugs into the Hub.

  5. Look to see if the receipt printer is enabled.

    On the ShopKeep Control Panel, tap ‘Hardware Setup’ and select ‘Printer Setup’.

    The switch next to the Clover device should be green.

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Miscellaneous Issues

This last part covers miscellaneous issues unrelated to the sections above.

The business name displayed on my device is incorrect.

The ‘Welcome’ screen displays the business name entered for your paper receipt in ShopKeep BackOffice. Follow the steps below to learn how to update it.

  1. In BackOffice, click 'Settings' and select 'Receipts and Tips'.
  2. Click the 'Paper Receipt' tab.
  3. Enter the correct 'Store Name'.
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  4. Click 'Save'.
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  5. Sign into the ShopKeep register as a manager and tap 'Get Updates' on the Control Panel.

    The new store name takes effect on the Clover Mini after your next transaction.

I forgot my passcode.

Don’t worry, just get in touch and we will resolve the situation.

  1. Contact ShopKeep Customer Care to reset the passcode.

How do I power off my device?

The Clover device can be left on indefinitely. If you need to relocate the device, complete the step below to power it down.

  1. Unplug your Clover device from its power outlet.

How do I reboot my device?

Sometimes rebooting is a necessary troubleshooting step that helps resolve stubborn issues.

  1. Tap all 4 corners to exit the Network Pay Display app.

    The corners must be tapped either simultaneously or one at a time in quick succession.

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  2. If prompted, enter the Clover device’s passcode.
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  3. Swipe down from the upper right corner of the screen and tap 'Reboot'.
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  4. Tap 'Reboot' again to confirm.
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