Clover hardware is reliable, which means most support calls are not hardware. They are paper, a router, a device that has not been restarted in six months, a card held wrong, or a bank saying no. Here are the fixes, in the order to try them.
Receipt printer not printing (Station, Mini, Flex)
- Paper. 2 1/4-inch thermal paper, glossy side toward the print head, roll feeding from underneath. The Flex takes the shorter roll that fits its compartment. A roll loaded backwards prints blank.
- Queue. On the device home screen open Diagnostics. Check printer status. Tap Clear Queue to drop stuck jobs, then Retry Print Jobs after fixing the cause.
- Restart. Power-cycle the device.
- Print head. With the device off, wipe the print head with a dry lint-free cloth. Dust and paper residue cause faint or blank prints.
- Cover and sensor. Close the paper door fully; a half-closed door reports paper out.
If the printer mechanism grinds or the paper will not feed, it is a hardware case.
Kitchen printer or KDS not receiving tickets
- Register, then Devices. Find the printer or display. Tap Test Print (printer) or check status (KDS). Tap Refresh Connection.
- Check the printer has power and a link light on the Ethernet port, or is on the right Wi-Fi network.
- Confirm the item’s category is routed to that printer in the printer settings (a new category with no routing prints nowhere).
- Power-cycle the printer. Power-cycle the router if several devices dropped.
- Reassign the printer under Devices if it shows disconnected after restart.
Device offline or not connecting
- Router first. If phones on the same Wi-Fi have no internet, it is the router; restart it.
- Flex and Mini: Settings, network, switch to LTE. If LTE is off, turn it on; if there is no LTE plan on the device, ask your dealer.
- Station: reseat the Ethernet cable at both ends; or Setup, Wi-Fi, reconnect. Ethernet plus Wi-Fi backup is the recommended setup.
- Offline mode: if it was enabled in advance, card sales under the limit continue and sync when the connection returns. If it was not, the device cannot take cards until it reconnects. Enable it after this outage; steps on Clover offline mode.
Frozen screen or will not turn on
- Station, Mini: unplug power, wait ten seconds, plug in. A Station that freezes on a specific app: force-close the app from the recent apps view first.
- Flex: hold the power button for several seconds until it restarts. If nothing happens, the battery is flat: dock it or connect the charger for ten minutes, then hold power. A Flex that will not charge on a known-good dock is a hardware case.
- Repeat freezes: note the app and time, restart, and open a case for replacement through your dealer.
Tap, chip and swipe failures
- Tap: card or phone flat over the NFC area (top of the customer screen on a Duo, the reader area on Mini and Flex), held for two seconds. Wallet users need the phone unlocked. Clean the surface.
- Chip: insert fully, chip first, leave it in until prompted. A chip that reads on other devices and not yours means a dirty or worn reader: a card-reader cleaning card fixes most.
- Swipe: stripe toward the reader, steady speed. Swipe fallback may be disabled for chip cards by design; use the chip.
- Every card failing: connectivity or account issue, not the reader. Check the connection, then call your processor.
Declines
A decline is the customer’s bank answering no. Insert the chip instead of tapping, then ask for another card. Do not retry the same card repeatedly; banks block cards after repeated attempts. If every card from every customer declines, it is your account or connection: check the device is online, then call your processor. Under dual pricing, a decline is handled the same way and the customer can pay cash at the cash price.
Flex battery and charging
Rated about 8 hours; a full-day shift needs a mid-day dock. Dock contacts must be clean and the Flex seated fully; a wobbling Flex on the dock does not charge. Use Clover’s charger; third-party USB chargers often underpower it. A Flex that drains in two hours or will not hold a charge is a battery case for replacement.
Slow device
Close apps you are not using, restart nightly (a scheduled restart setting exists on some devices), and remove App Market apps you no longer pay for. A Station with dozens of apps installed slows down.
When to call
Clover support, 1-855-853-8340, 24/7, for device faults you cannot clear. Your dealer for replacements and for any question involving money. Who handles what is on the Clover support page.