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, make sure the correct cable is in use.
    • For APG cash drawers, the CD-101A cable is the only compatible cable. If a different cable is connected, the device will not power on. Purchase a new cable here, if necessary.
    • For the Clover cash drawer, you must use the cable that came with the drawer.

"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.

Items don't appear on the register when I scan them.

Check to see if your scanner is properly connected to the register and communicating with The Mini inside the ShopKeep app.

  1. In ShopKeep, tap the magnifying glass and scan a barcode.
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  2. If numbers appear in the search field, follow the bullets below this step. Otherwise, skip to step 3.
    • In BackOffice, open the Item List and search for the number from the register.
      • If an item appears on the Item List, return to the register and tap ‘Get Updates’ on the register menu. Then, go to the Transaction screen and scan the item.
      • If no item appears on the Item List, the scanned UPC is not associated with an item in inventory. Either add a new item with that UPC or add the UPC to an existing item. If the item’s barcode was printed using ShopKeep Label Printing, print a new label for the item.
  3. If numbers do not appear in the search field, follow the bullets below this step.
    • Unplug the scanner from The Mini’s Hub.
    • Plug the scanner back into the Hub.
    • In ShopKeep, go to the Transaction screen and return to step 1 above.

"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.

"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.

"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 receipt printer, kitchen 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.

My kitchen printer is not listed on the Available Printers screen.

There are a few reasons why this problem can occur while you are setting up your kitchen printer. The printer may be disconnected, connected to the wrong network, or there could be a hardware issue.

Follow the steps below to troubleshoot this issue. After each step, check if the problem is resolved.

  1. Check that the printer is connected to power and turned on.

    Visit our Epson Kitchen/Ticket Printer article for help completing this step.

  2. Make sure the printer is plugged into the same router that The Mini is connected to via ethernet or Wi-Fi.
  3. Try a different ethernet cable and router port.
    • Unplug the ethernet cable from the printer and router. Connect a new ethernet cable to the printer and plug the cable into a new port on the router.
    • Flip the printer’s power switch to turn it off, wait 10 seconds, and turn the printer back on.
  4. Restart your router.
    • Unplug the router from power, wait 10 seconds, and plug it back in.
    • Once the router is back online, turn the printer off, wait 10 seconds, and turn it back on.
  5. If the printer is connected to an extender or switch, try plugging it directly into your router.
    • Turn off the printer and unplug its ethernet cable from the extender/switch.
    • Plug the ethernet cable directly into the router, then power the printer back on.

“Kitchen ticket print failure”

This error appears when you print a ticket to a kitchen printer that is disconnected.

  1. Follow these steps above to troubleshoot and resolve this issue.

My kitchen printer is connected, but tickets do not print.

This problem usually occurs when you skip a step during the printer’s initial setup. If there are no error messages in ShopKeep and no error lights lit on the printer, continue below to troubleshoot.

  1. Follow the steps here to see if the printer is listed on the Kitchen Printers screen.
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    • If the printer is not listed, tap the ‘+’ button to search for and set up the printer.
    • If the printer is listed but is not switched on, tap the switch to toggle it on.
    • If the printer is listed and is already switched on, go to step 2.
  2. In BackOffice, make sure Printer Groups are properly set up. Learn how to set up Printer Groups here.

    Printer Groups allow you to manage which items print to the kitchen printer. Each Printer Group must have at least one department or category of items and one or more printers assigned to it.

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  3. On The Mini, tap ‘Get Updates’ on the register menu.
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My kitchen printer’s ERROR or ! light is solid or blinking.

For issues involving the kitchen printer’s status lights, visit one of the troubleshooting guides below for help:

  • Kitchen/Ticket Printer Troubleshooting
  • Epson Printer Troubleshooting
  • 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. Make sure the correct cash drawer cable is in use.
      • For APG cash drawers, you must use the CD-101A cable. Purchase a new cable here, if necessary.
      • For the Clover cash drawer, you must use the cable that came with the drawer.
    4. Disconnect the cash drawer cable from the Hub and the drawer, then reconnect it.

    Settings Issues

    This section covers issues related to the options found in the Settings section of the register menu.

    Some credit sales do not ask for a customer signature.

    A signature threshold prevents sales below a specific amount from prompting for a signature. Change or remove this restriction in the Setup app.

    1. Sign into ShopKeep as a manager and tap ‘Settings’.
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    2. Tap ‘Card signature threshold’ to open the Setup app.
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    3. Follow the steps here to set a new threshold or disable it.

    ‘Print receipt’ or ‘Email receipt’ is automatically selected for every transaction.

    Disable the register’s optional receipt settings to turn off automatic receipt printing or emailing. Cashiers will still be able to manually print or email receipts for transactions that need them.

    1. Sign into ShopKeep as a manager and tap ‘Settings’.
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    2. Toggle ‘Always print receipt’ and/or ‘Always email receipt’ off.
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    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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