ShopKeep Register on The Mini, built by Clover Troubleshooting

This guide focuses on solving issues that affect The ShopKeep Register on The Mini, built by Clover.

Table of Contents

Setup Issues

This section deals with issues you may run into while setting up the register.

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 register when you enter a Wi-Fi network’s password incorrectly.

  1. Look to see if you are connecting to the correct 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.

"Invalid activation store name and/or manager code"

Make sure that the store name and manager code combination being used are the same as listed in BackOffice. Be sure that the store name is entered using all lowercase and no spaces. The manager code is four digits.

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"Unable to activate register; no available licenses"

This error message is received if there are no available register licenses. If you need to add an additional register or need to reactivate a register, contact us for assistance.

Transaction Screen Issues

Having trouble while running transactions? We can help. Find your issue in this section and follow the troubleshooting steps.

How can I issue/redeem gift cards?

Gift cards are coming soon, but are not yet available on The Mini, built by Clover.

"Invalid search"

This message appears if a transaction number is entered incorrectly when attempting a return. Double check the numbers on the receipt and the numbers entered on the transaction history screen to make sure that they are correct.

"Something went wrong"

This error can occur if the register has lost internet connection.

  1. Pull up on the bottom of the screen to access the menu.
  2. Tap the menu button.
  3. Tap 'Settings'.
  4. Whether using ethernet or wifi, make sure that you are connected to the network.

    If you connect using Wifi and your device is connected to the wrong network, tap ‘Cancel’ and connect the device to the correct network.

  5. If the problem persists, contact your internet service provider.

A customer wants to pay half cash, half credit but I do not see an option to split payments between tenders.

At this time, payments cannot be split between tenders.

I can't select an individual item for return.

Currently, individual items cannot be returned at the register. Return the entire transaction, then create a new sale with the updated items.

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

These errors appear on the register’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.

I tap 'Walk-in customer', but cannot add a new customer.

Customers cannot be added from the transaction screen. Customer email addresses can be saved by emailing their receipt. Email addresses are automatically saved to the customer list in BackOffice.

"Transaction failed: invalid card"

This error appears on the register’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.

"Card declined"

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

  1. 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. If you cannot find the error, contact ShopKeep Customer Care.

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.

    Click to Enlarge

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

The cash drawer does not open.

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.

Miscellaneous Issues

This section covers miscellaneous issues unrelated to the sections above.

The business name displayed on my device is incorrect.

The ‘Sign in’ 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. Tap 'Get Updates' on the Clover device.

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.

There's been an error getting updates. Please try again later.

This error can occur if the register has lost internet connection.

  1. Pull up on the bottom of the screen to access the menu.
  2. Tap the menu button.
  3. Tap 'Settings'.
  4. Whether using ethernet or wifi, make sure that you are connected to the network.

    If you connect using Wifi and your device is connected to the wrong network, tap ‘Cancel’ and connect the device to the correct network.

  5. If the problem persists, contact your internet service provider.

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