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 Retail POS (S-Series) app.
The Integrated Hardware 'Card Readers' screen does not list the go.
This happens when the Clover Go is powered off, not located close enough to the register, Bluetooth is disabled on the Retail POS (S-Series) app for iOS, or steps were skipped during setup.
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.
Tap 'Clover Go Device' and continue with setup.
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The Retail POS (S-Series) app for iOS 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.
eRepeat 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 Retail POS (S-Series) app for iOS or for Android.
Retail POS (S-Series) app for iOS
From the Card Readers screen, tap 'Disconnect'.
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Retail POS (S-Series) app for Android
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.
Contact us to sign up for ShopKeep Payments by Lightspeed.
Select eligible merchants may see a landing page directly in their BackOffice.
This message appears on the Retail POS (S-Series) app for iOS when processing a credit sale if the Clover Go has been powered off or if Bluetooth is disabled on the register.
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.
This error appears on the Retail POS (S-Series) app 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.
Depending on the wording of the error, follow one of the steps below.
aDisconnect or unpair any non-Clover credit card readers.
bEither 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.
Tap 'OK' or the back button to return to the New Sale screen.
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Connect to an internet network from the Settings app of the iOS or Android device.
Tap 'Credit', then try processing the sale again.
"Gateway Error"
This error occurs on the Retail POS (S-Series) app for iOS as a result of the register having little to no internet connectivity.
Make sure your network follows all recommendations in our Best Practices guide.
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.
Tap 'Retry' to try charging the card again.
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.
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 an Integrated Gift Card, tender the sale as ‘Gift Card’ and manually enter the gift card number or scan its barcode.
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 Retail POS (S-Series) app for Android when specific settings needed for connecting the Clover Go are disabled.
Open the ‘Settings’ app on your register and enable Bluetooth and Location settings.
This occurs if credit card processing is not set up on the Retail POS (S-Series) app for Android, the ‘Credit’ tender is disabled in BackOffice, or the register has not been updated.
If you have not set up credit processing, contact us to sign up for ShopKeep Payments by Lightspeed.
Select eligible merchants may see a landing page directly in their BackOffice.
