Semi-Integration FAQ

Common Questions

Why can’t I connect to the Clover Mini or initiate payment?

There are a few different scenarios that may prevent interaction with the Clover device.

The Cloud Pay app was deleted

If Cloud Pay is no longer on installed on the Clover Mini, you will need to download it again. You can do this from the web dashboard, or directly from the Clover Mini.

To download the Cloud Pay app from the Clover Mini:

  1. Open the App Market
  2. Tap on the Cloud Pay app
  3. Tap Free – Subscribe
  4. Tap Accept & Install in the Install App summary pop-up
  5. After the app has installed, tap the sync button in the upper-right corner of the App Market

The Cloud Pay app needs to be updated

Open the Register app and press the sync button in the upper right corner. It should automatically prompt you to update the app. If this doesn’t occur, you can download the Cloud Pay app on the Clover device manually:

  1. Open the App Market
  2. Tap on the Cloud Pay app
  3. Tap Uninstall
  4. Tap OK in the confirmation pop-up
  5. Tap Free – Subscribe
  6. Tap Accept & Install in the Install App summary pop-up
  7. After the app has installed, tap the sync button in the upper-right corner of the App Market

 

Cloud Pay is unable to launch

If the Cloud Pay app is unable to launch, you will need to update it. Open the Register app and press the sync button in the upper right corner. It should automatically prompt you to update the app. If this doesn’t occur, you can update the Cloud Pay app on the Clover device manually:

  1. Open the App Market
  2. Tap on the Cloud Pay app
  3. Tap Uninstall
  4. Tap OK in the confirmation pop-up
  5. Tap Free – Subscribe
  6. Tap Accept & Install in the Install App summary pop-up
  7. After the app has installed, tap the sync button in the upper-right corner of the App Market

The web app has been deleted

  1. Log in to your Clover Web Dashboard
  2. Open the App Market
  3. Click on the Cloud Pay app
  4. Click Uninstall
  5. Click OK in the confirmation pop-up
  6. Click Free – Subscribe
  7. Click Accept & Install in the Install App summary pop-up
  8. After the app has installed, click the sync button in the upper-right corner of the App Market

Why is the Clover device not displaying the Capture Signature screen or sending the signature back to the POS UI for approval?

Verify that Signature on screen is enabled:

  1. Open the Setup app on the Clover device
  2. Tap the Payments tab
  3. Verify that Signature entry location is set to On tablet screen
  4. Verify that Signature requirement is set to Always require signature

Why doesn’t the option to enter a tip amount appear in the sale transaction flow?

Verify that Tip on Screen is enabled:

  1. Open the Setup app on the Clover device
  2. Tap the Tips tab
  3. Verify that Ask for tip (always requires signature) is enabled
  4. Verify that Tip entry location is set to On tablet screen

Why is the merchant unable to manually close the order batch?

The merchant can choose to manually close the batch on the Clover device, or set the device to automatic batch closeout.

To manually close the batch through the Clover device:

  1. Exit the Cloud Pay Display app by placing your fingers on all four corners of the Clover device’s screen
  2. Open the Closeout app
  3. Tap The Current Batch
  4. Tap Close Out All Devices

Note: If there are any Open Tips, resolve them by tapping on View Open Tips.

 

It’s been more than 24 hours and I still haven’t received my funds from the previous day’s transactions.

If your account is configured to batch process manually, then you most likely forgot to close out at the end of the day. To close out, exit the Cloud Pay app on your Clover device (using the four-finger pinching gesture that’s displayed when you launch the Cloud Pay app), open the Close Out app, and follow the instructions it presents you with. Be sure to close out for the day you’re inquiring about. If you followed the steps above or you’re configured to batch automatically and still haven’t received funds, please contact support.

How can I tell whether a Partial Auth has occurred?

To find out whether a partial authorization has occurred, compare the payment response amount with the payment request amount. If they differ, the customer was only able to pay a portion of the sale. If this is the case, you’ll need to complete the sale, then issue a second sale for the remaining amount.

//Create a Sale with a specific amount
var pendingSale = new SaleRequest();
pendingSale.ExternalId = ExternalIDUtil.GenerateRandomString(13);
pendingSale.Amount = 100000;
totalAmount = pendingSale.Amount;
pendingSale.AutoAcceptSignature = true;
pendingSale.DisableDuplicateChecking = true;
cloverConnector.Sale(pendingSale);

//In your DefaultCloverConnectorListener implementation
public override void OnSaleResponse(SaleResponse response)
{
   base.OnSaleResponse(response);
   totalAmount -= response.Payment.amount;
   if (totalAmount != 0)
   {
      Console.WriteLine("Partial auth was taken.");
      //Handle however you find suitable
                    
   }
}

A partial auth also occurs when the CONFIRM_PARTIAL_AUTH deviceEvent starts.

ExampleCloverConnectorListener.prototype.onDeviceActivityStart = function(deviceEvent) {
  if (deviceEvent.eventState === clover.remotepay.DeviceEventState.CONFIRM_PARTIAL_AUTH) {
    // then a partial auth occured
      }
    }
  }
}

Connecting

How many POS devices can connect to a Clover Mini?

A Clover Mini can only have one active connection at a time. If a Clover Mini is connected to one POS and a second attempts to initiate a connection, the second POS will be unable to establish communication. Therefore, we recommend one Clover Mini per POS device.

Why am I only able to connect to the Clover device using one of the connection methods (REST, WebSockets, or USB)?

This is a known issue with installer packets below version 0.6. If you used one of these old installers to set up your DLLs and drivers and selected more than one service during installation, the services will interfere with each other. Only one service can run at a time, and all three are set up to run by default. As a short-term solution, you can manually kill the services you’re not planning on using at this time. The long-term solution is to uninstall the entire Clover package and reinstall it using version 0.6 or higher.

Can I connect to a Clover device over a LAN instead of USB?

Yes. Secure Network Pay Display enables merchants to use Clover where the physical environment necessitates that the Clover device and the POS be physically separated, such as a ticketing booth or doctor’s office (where a glass window separates the two devices), large stores (where the Clover device is physically very far away from the POS), or where a POS is really a local server running in a house.

Development

How can I find my Merchant ID?

Your Merchant ID is the 13-character, alphanumeric value that appears at the end of the URL after you log in to your merchant account.

Do you have example POS connections for Android, Browser, and iOS?

Yes. Please visit the Getting Started with Clover Connector page and select the platform you’re using from the choices at the top of the screen.

Do you have example connectors for REST & WebSockets?

Yes. Please visit the Getting Started with Clover Connector page and select the protocol you’re using from the choices at the top of the screen.

Do you have Java SDKs?

Not at this time. If you’re interested in a Java SDK, please submit a request by sending an email to semi-integrations@clover.com.

Do you support pay-at-the-table?

Pay-at-the-table is currently in beta. If you’re interested in the pay-at-the-table model, please submit a request and a Clover team member will contact you.

How can I disable Partial Auth?

Partial Auth cannot be disabled at this time. We’re working on a solution that will make partial authorizations an opt-in feature for merchants.

Why does my DevKit device say it’s offline when it’s connected to the Internet?

You’ll likely be alerted to this problem when you attempt to take a payment and receive an error message repeatedly (e.g., “Transaction Failed: Not Connected” or “Transaction Declined: Failed To Connect To Server”). To verify that the problem is the Internet connection, look at the Wi-Fi icon at the top right. If it’s showing a strong connection, go to the Help app and look at Diagnostics (by tapping the three horizontal bars to access the menu, then tapping Diagnostics from the drop-down selection). If it shows Server disconnected, then the Internet connection is the problem. To troubleshoot this issue:

  1. Download the corresponding APK for your device.

    Clover Mini:Clover Mini APK
    Mobile: Mobile APK

    Note that you will need to install ADB and add it to your path.

  2. Sideload the corresponding APK:
    adb install CloverUpdateCert_device.apk
    
    

    OR

    adb install CloverUpdateCert_Mobile.apk
    
    
  3. Start the service:
    adb shell am startservice
     
    -n com.clover.android.updatecert/.CertUpdateService
    
    
  4. The Clover device will do a factory reset, which should correct the issue.
  5. Reactivate your Clover device.
  6. Disassociate your Clover device from your merchant in your Sandbox account.
  7. Re-associate your Clover device with the merchant.

How can I access stored customer signatures?

You have two options. Note that both of these options are only valid for signatures taken on the device screen (not paper receipts).

Option 1: Retrieve from the SDK response and store them on your servers

You can get the signature from the verifySignatureRequest object the Clover device sends after a customer signs. After you retrieve them, you can store them on your own servers.

Option 2: Retrieve signatures from Clover’s Servers

Signatures taken on-tablet are stored forever on the Clover servers.

You can get the receipt for a transaction through this URL format:

https://dev1.dev.clover.com/p/PAYMENTID

The Payment ID typically appears directly beneath the barcode on a receipt.

You can get a .png file containing the signature for a transaction through this URL format:

https://dev1.dev.clover.com/cos/v1/dashboard/payment/PAYMENTID/signature.png

Here’s what the receipt and signature files look like:

Note that the signature file cannot be resized.

You can get the signature file by implementing a web call at the end of a transaction. To test this process, run a test transaction on the Clover device, print the receipt, find the Payment ID below the barcode, and then make the web call. In production, you should automatically receive the payment ID after a transaction completes, which you can then use to make the web call.

How can I print my own receipts instead of Clover receipts?

While it’s possible to print your own receipts, it’s important to note that Clover receipts are 100% EMV compliant. If you’re not sure whether your receipts meet the compliance standards necessary for EMV transactions, it may be safer to continue printing Clover receipts.

To suppress Clover receipts, you’ll need to pass a “No receipt” command to the Clover device after the “Choose Receipt Option” screen appears. You can send the command programmatically through the SDKs, thus moving past the “Choose Receipt Option” screen quickly enough that the customer won’t have time to enter a choice. Afterwards, you can print your own receipt.

For example, you can edit the OnDeviceActivityStart method on the CloverExamplePOSForm in the following way:


public void OnDeviceActivityStart(CloverDeviceEvent deviceEvent)
{
   foreach (InputOption io in deviceEvent.InputOptions)
   {
      if (io.description == "No receipt")
      {
         cloverConnector.InvokeInputOption(io);
      }
   }
}

Can I connect to a Clover device over a LAN instead of USB?

Yes. Secure Network Pay Display enables merchants to use Clover where the physical environment necessitates that the Clover device and the POS be physically separated, such as a ticketing booth or doctor’s office (where a glass window separates the two devices), large stores (where the Clover device is physically very far away from the POS), or where a POS is really a local server running in a house.

What is the externalPaymentId?

The externalPaymentId is an ID that the POS provides for two functions.

  1. For payments, it is an attribute that is added to the payment.
  2. For payments and manual refunds (Credit) it is also used to prevent duplicate requests from processing. If the device receives a request (Payment or Credit) with the same externalId, it will fail the transaction. This is to help in the event the POS doesn’t receive a callback for some reason and/or tries to process the same transaction but the device has already received and processed the request.

Testing

Can I get test cards?

A test card is included in every Developer Kit purchase. You can purchase Developer Kits at cloverdevkit.com.

How can I test a Partial Auth?

You can test a Partial Auth by manually entering a special test card number that’s designed to authorize half of the amount of the sale.

Requirements:

  1. Your test merchant must be on a CERT environment, and not pointed to blackhole. Most sandbox devices that are shipped are pointed to the CERT environment. If you are experiencing issues testing partial payment, send an email to semi-integrations@clover.com. In your message, ask us to check your environment status, and put you on a CERT account if you aren’t already. Please include your test merchant ID and name.
  2. Your integration payment options must include manual entry. Otherwise, there will be no way to manually enter a card number while the Clover device is in customer-facing mode. You will need to set the cardEntryMethod on the SaleRequest/AuthRequest to include manual entry as an option (by default, it is not enabled). You can include multiple CardEntryMethod constants in the SaleRequest/AuthRequest using the OR operator.
  3. You MUST be connected to the Internet. It is NOT enough to know that the device is on a strong network. Check the Help app to view the connectivity of your device. If your device is on the Internet but still shows up as disconnected, see the FAQ “Why does my DevKit device say it’s offline when it’s connected to the Internet?”.

Instructions:

  1. Initiate a payment from your POS. When the Clover device prompts you to submit payment, tap the button for manual card entry.
  2. Enter the card number 4005578003333335 and an expiration date (which can be any future month and year). If prompted for a CVV, use 123.
  3. Your transaction should complete for half of the total amount. You must then issue a new transaction for the second half.
  4. If you have difficulty completing these steps, check the list of requirements above.