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Clover Troubleshooting

This article is for CardPointe users who are having trouble with their credit card reader to resolve issues and return to taking payments.

Stephanie avatar
Written by Stephanie
Updated this week

At Daysmart, we partner with CardPointe to ensure that your processing runs smoothly. We understand that sometimes things can go wrong, and we're here to help! Below are some issues we've encountered, along with tips on how to troubleshoot them. Let’s get through this together!

When you have issues processing a payment, make sure to always check:

  • Is the card's chip facing upward?

  • For tap to pay, is the card/mobile device within 4 centimeters of the reader and above the tap to pay icon?

  • Is there anything stuck in the card slot?

  • Is there a CardPointe outage? Status page

Errors

Here are some common issues we've noticed and how you can easily resolve them. If you're experiencing any other problems, just follow the steps below, and feel free to reach out if you need further assistance. We're here to help!

Device Disconnected. Please contact Merchant Support.

This sometimes occurs after updates if the update was disrupted for any reason.

  1. Please restart the Device.

  2. If the issue persists, please reconnect the internet connection.

SRED_KEY_MISSING

  1. Follow the Factory Reset steps below.

Not connected (In DaySmart Software)

  1. Check that the device is in customer mode; you should see the CardPointe or Daysmart logo.

  2. Reconnect the internet connection.

Restart the Device

Anytime there are issues with a device, we always recommend restarting the device. It resolves most issues. Below are the steps for restarting each device type.

Clover Compact

  1. Unplug the device from the base or wall, wait 30 seconds, and plug the device back in.

Clover Flex

  1. Press and hold down the power button located on the right side of the Clover Flex until the Power Off prompt is displayed.

  2. Press the power off button on the Clover Flex display to confirm.

  3. Once completely powered off, press and hold down the power button again to turn the device on.

Clover Mini 3

  1. Press and hold the power button for about 3 seconds. It is located on the back left side.

  2. Press Reboot on the screen

Clover Mini 2

  1. Open the receipt printer panel in the back and remove the paper roll.

  2. Press and hold the green button on the inside

  3. Press Restart on the right side of the screen.

Reconnect the Internet

PCI Compliance standards require Clover devices to connect to a secure, password-protected network. Clover will not connect to a WiFi that uses older security like WEP. Your network must have WPA2-PSK (or higher) security enabled. If needed, you can update this in your router settings or contact your internet provider for help.

Sometimes, WiFi passwords and network names get changed. Verify your WiFi name and re-enter the WiFi password; this can help even if no wifi settings have been changed.

  1. Press all four corners of the touch screen to switch to Merchant Mode.

  2. Tap Advanced Configuration to access the Android device network settings.

  3. Press Network & Internet

  4. Press WiFi

  5. Press the settings gear next to your connection, then press forget, then connect to WiFi again.

  6. Choose your WiFi network name from the list.

  7. Enter the password for your WiFi network.

  8. Press Connect

    1. After you enter the wifi password, if it says SAVED, that means the WIFI is NOT connected and the wrong password was entered. Please try again.

    2. After you have successfully connected your wifi and it says CONNECTED under your WIFI name

  9. Once you’re done, keep pressing the back arrow until you see Customer mode, then press Customer mode, then Okay.

  10. You then should see a White or Blue screen saying DaySmart or Cardpointe Integrated Terminal.

Factory Reset

If restarting and reconnecting the internet have not resolved your error, you can factory reset the device as a last resort; it will stay listed in Daysmart, you will just need to connect your wifi again.

  1. Press all 4 corners of the screen.

  2. Press the Circle at the bottom to go to the apps screen.

  3. Press on Settings

  4. Scroll down and choose System.

  5. Choose Reset options

  6. Choose Erase all data (factory reset)

  7. Choose Reset device

  8. It might show “Erase all Data?” Press Erase everything

  9. After it has been set up and you get to the Terminal Registration screen, choose Go to Reinit.

  10. Contact CardPointe Support at 877-828-0720. When it asks how it can help, you say “CardPointe Support,” and you can speak with an agent to obtain a reinitialization key.

Still having issues?

  1. Restarting the phone/tablet or computer

    1. If you're on a phone or tablet, you can also try reinstalling the DaySmart app.

  2. Restart your modem or router, or both.

  3. Unplug and replug any cords and check for loose cables.

  4. 💬 Contact Us!

📢 FAQ

Q: What if I'm having issues charging/keeping the device on?

If you're experiencing issues with the device not staying on, first check to ensure all cables are properly connected to the device and that other items powered by the same socket are functioning. If you have a Clover Flex or Compact, you can also use a USB Type-C cable to charge the device if you have one available.

Please note that we do not recommend keeping the Clover Flex on the cradle 24/7, as this can cause the battery to become dependent on the charger, since it learns that it will be plugged in all the time.

If you're still having issues with the device, we do offer replacement kits for all three devices. Just 💬 Contact Us and let us know you're having charging issues, along with the following information

  1. Merchant ID

  2. The last 4 of the bank account or tax ID

  3. Device you need a replacement cable for

    1. Clover Flex: $20.50

    2. Clover Compact: $20

    3. Clover Mini: $90

  4. Shipping preference and address

    1. free standard shipping 5-7 business days

    2. $20 expedited shipping, 2-3 business days

Q: How do I resolve the Sleep Mode / Quick Access Screen?

  • If you see the Quick Access screen, tap Quick Access or enter 1234.

  • Tap all four corners of the screen simultaneously to open the Welcome page.

  • Scroll down to Customer Mode Lock.

  • If it’s OFF, turn it ON - this prevents sleep mode.

  • Close the “Customer Mode Locking is Enabled” pop-up.

  • Go back to the top and tap Launch Customer Mode.

  • Tap OK Note: For persistent sleep mode issues, try restarting your device twice in a row. This ensures all pending updates and settings are properly applied.

💬 Contact Us

If you're having an error that you're unable to resolve, please contact us through our live chat option at the bottom right of this article, email us at [email protected], or schedule a call.

Please include the following information.

  1. Your Merchant ID (MID) starts with 496

  2. The device type & serial number

  3. A screenshot of the error or a video of the issue

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