Clover Go Troubleshooting

Below are some common troubleshooting tips if you are experiencing an issue with your Clover Go Card Reader. Looking for how to set up the Clover Go instead? Click Here.

Best Practices and Reminders

• Click Here to review the Clover Go setup steps.
• Download the GiveSmart Events mobile app from the Apple App Store.
  • Readers are only compatible with the app and will not work if viewing the site from a browser.
• Verify device compatibility, fully charge your device, and enable Bluetooth before use.
  • Readers are only compatible with Apple devices operating on iOS version 15.0 or later.
  • Bluetooth needs to be enabled on the device in order to pair.
• The Clover Go can only be connected to one iOS device at a time. 
• Double check that the serial code on the back of the device matches the card reader number within the app. 
• The Clover Go will disconnect from the device at an approximate distance of 10 feet.
• Volunteers operating a Clover Go device should temporarily disable Apple Pay or Google Wallet on their personal phone, to limit risk of their personal digital wallet being detected. 

Status Indicator Lights

Zip Code Security Modal

If a card read results in an error, a popup modal will appear which will prompt the volunteer or admin to enter the billing zip code associated with the card.  This new feature was added to address the new security measures put in place by credit card companies.  

If the card remains unsuccessful after entering the zip code, a new modal will appear with suggested next steps for the volunteer or admin. 

Card Capture Unsuccessful Error

Choose between the following options:  

1. Send a text message to the guest to allow self-entry of card details.
2. Try a different card to keep check-in moving. 
3. Cancel and manually enter the card details. 

Text Guest a Link To Enter Card

If you opt to send a text message to the guest, complete their check-in like normal and advise they click the link in their text message to finish adding a credit card to their account. The Admin or Volunteer will receive a confirmation text to confirm the message was sent successfully to the individual:

Finished sending 1 message: Please add a credit card to your account for 'EVENT NAME' ##CCLINK##."

Cancel Card Capture

By selecting 'cancel', you do have the option to manually enter a card on behalf of the guest. If the guest has a mailing address on file, this information will also pre-populate during the manual entry process. 

Troubleshooting

Issue 1: Reader is showing as Not Connected

• Solution 1: Make sure Bluetooth is enabled on the device.
• Solution 2: Check the reader's power level by plugging a USB-C adapter into a power source. A blinking pink light indicates charging.
• Solution 3: Click the 'CONNECT' button to reestablish connection with the Clover Go.
• Solution 4: Check the Apple App Store to ensure you are using the most current version of the GiveSmart Events App. Upgrade or uninstall/reinstall the app as needed. 
• Solution 5: Close the GiveSmart Events App, reopen it, log back in, and try to connect again. 

Issue 2: The reader shows as connected and has worked for some cards, but is unresponsive on other cards

• Verify the card has a chip and/or the contactless symbol.
• Ask the guest if they have a different card they would like to use.
• If the card refuses to read/tap and no additional card is available, manually enter the card number or instruct the guest how to enter their card from the My Info tab > Add Card on File.  

Issue 3: Device is slow or card reader doesn't work at all

• If the reader just isn't working for you, we'd recommend instructing the guest to manually enter their own card information by navigating to the My Info tab, and selecting Add Card on File.
• This allows check-in to continue to run smoothly, and is easy for the guest to complete. 
• Additionally, you have the ability to use the 'Prompt for Card on File' text template to message only those guests who do not have a card on file, which will provide them a link to add the card themselves.  Click here to view this template.