Clover Go Card, Contactless, and Chip Reader FAQs

This section includes the following FAQs for:

  1. Chip Card Reader
  2. Contactless + Chip Card Reader
    • General Questions
    • Pairing and Connecting Reader
    • Charging and Battery
    • Card Reader Usage

 

Chip Card Reader

 

How do I charge the battery in the card reader?

The Clover Go Chip card reader is charged using the micro USB cable provided with the reader.  The USB charging cable can be inserted into a laptop USB port, a portable charger or a wall charger (not included).

Does the reader charge when plugged into the audio jack?

No, the card reader does not charge when plugged in to the audio jack.  The Chip card reader will allow you to accept payments while it is connected to a wall charger, portable charger, or some other power source.

What are the minimum rating requirements for the reader’s battery to charge?

The reader needs to be charged by a power supply unit similar to mobile phone charger with minimum rating of 5V, 1000mA.

Can I swipe transactions if the reader’s battery is not charged?

No.  Both swipe and EMV® transactions require that the battery be charged.  With a fully drained battery and 10 minutes of charge, you should be able to perform approximately 5 transactions.

How long does it take to charge the Clover Go Chip card reader?

Time to fully charge the battery is approximately 2.35 hours with 10W PSU (USB).

Can I use the reader to process transactions while it is charging?

Yes, the reader can be used while the reader is being charged via USB.

How quickly can I use the reader if I start charging it after it is drained?

With a fully drained battery and 10 minutes of charge, you should be able to perform approximately 5 transactions.

If I am not using the card reader, will it still lose charge?

Yes.  When the rechargeable battery is fully charged, it takes about 3 months to lose charge when kept without being used.

How can I tell what the status of the battery is?

The reader needs to be connected to a phone/tablet or a power source in order for the LED lights to come on indicating battery status.

How can I tell how much battery charge remains?

Tap Card Reader in Help & Support and the Reader screen will show the battery level of a connected reader. The battery indicator will also briefly display at the top when you first connect the reader.

How many transactions can I process on a full charge?

Current testing shows that user can process approximately 100 EMV transactions or 200 swipe transactions on a full charge over a period of time.  However, if processed within a single day, that number may be higher.

I inserted my reader into the audio jack of my device but the LED lights are not coming up and I know I just charged the reader.  What should I do?

  • Check that the app has access to the microphone.
  • Turn off any apps (like S-Voice) that access the microphone in your phone or tablet Settings.
  • Set the volume limit to maximum level.
  • Check that the volume is not on mute.
  • Turn off any audio optimizations like Sony Clear Audio. You can find that in settings>sound & notification>audio settings.
  • Make sure you are not talking on the phone or using a Bluetooth® device (like speakers) that diverts away from the audio jack.

If that still does not work, access the Settings Drawer of your app, go to the Help and Support section and tap Troubleshooting in the Card Reader section and follow the steps provided. If that still doesn’t work please call the Customer Service number you see there for assistance.

NOTE: Some cases and covers interfere with the reader fitting correctly. Remove your case or cover and see if that helps.

Can I use a card reader other than the Clover Go card reader?

No. Each credit card processing company’s reader is encrypted for their use only.

Contactless + Chip Card Reader:

General Questions

Can you describe the different parts of the Contactless + Chip card reader?

Please see below.

  

My device doesn’t support Bluetooth. Can I still use the Contactless + Chip card reader?

No, the Contactless + Chip Card Reader connects to your device exclusively via Bluetooth.  We do have a non-Bluetooth card reader available that can process EMV contact cards and Magstripe cards.  The non-Bluetooth reader will not support Contactless payments.  For more information, please contact your Business Consultant or call the toll free support number provided (in the App:  Tap the icon in the upper left to open the Menu drawer. Then, tap “Help and Support” or in the Dashboard:  in the Support box in the upper right corner of the screen).

What if I already have a Clover Go Chip Card Reader?

The Clover Go Chip Reader will continue to work as is with the App.

Can I use both the Clover Go Chip Card Reader and the Contactless + Chip Card Reader with the app?

Yes, but not at the same time.  If your Chip Card reader is inserted into the audio jack of your device the app will expect to process the transaction that way, even if the contactless + chip card reader is connected at the same time.

Can I connect my reader to multiple devices simultaneously? 

Only one reader can be connected to a device and used at a time to process transactions.  However, the reader can be paired with multiple devices.

Is there a stand for the Clover Go Contactless reader? 

Yes! There is an optional stand for the contactless + chip card reader that is sold separately.  Contact your Business Consultant or Customer Support using the phone number that can be found within Settings/Help&Support/About.

How can I connect my reader to the dock stand? 

First, remove the companion case then place the reader in the dock stand as shown below.

My Contactless + Chip card reader isn’t connecting. What should I do?

A: If you haven’t paired the reader to your device, please do so. If that still does not work, access the Settings Drawer of your app, go to the Help and Support section and tap Troubleshooting in the Card Reader section and follow the steps provided. If that still doesn’t work please call the Customer Service number you see there for assistance.

How far can the reader be from the device and still work?

Approximately 30 ft with no obstacles in the way.

Pairing and Connecting Reader

How do I pair the Contactless + Chip card reader to my mobile device?

During the initial login/activation, you will be prompted to pair your card reader.

You can also follow the instructions below to pair a Contactless + Chip card reader at any time:

  1. Make sure the reader is charged and Bluetooth is enabled before pairing.
  2. In the Settings Drawer tap Card Reader, then tap Pair Contactless + Chip Reader
  3. Press and hold the Power Button on the reader for 5 seconds or until the blue light is blinking and follow on-screen instructions in the app
  4. Once pairing is successful, the blue LED light will be steady.

How do I pair an additional Contactless + Chip card reader?

Follow same instructions above for pairing the initial reader at any time.

How do I connect to a different Contactless + Chip card reader?

Open the Settings Drawer, tap Card Reader Setup.  Under “Paired Card Readers”, select the reader you would like to connect or switch to.  If you do not see the serial number of the reader you want to connect or switch to, you can tap “Pair Contactless + Chip Reader” and follow the steps to pair a new reader.

How do I turn the Contactless + Chip card reader on and off?

To turn on the reader, push and hold the power button on the reader until you see the blue LED light. To turn off the reader manually, push and hold the power button until the blue LED light turns off.

The reader will also auto turn off after 15 minutes of inactivity.  If the reader is turned off, simply turn the reader back on again and the reader will auto connect with the app.  Or, open the setting drawer then tap card reader setup to connect manually.

How can I see what readers are paired with my device?

From within the Settings Drawer, tap Card Reader Setup. The paired readers and their serial numbers will be displayed.

How many devices (phone/tablet) can a single reader be paired with?

Up to five phones and/or tablets at one time.

Can more than one device use the contactless + chip card reader to process transactions at the same time?

No. The reader can only be active on one device at a time.

Can more than one Contactless + Chip card reader be paired with a single phone or tablet at a time?

Yes.  Multiple contactless + chip card readers can be paired with a single device.  However, only one can be connected at a time.

Can I connect a single Contactless + Chip card reader to multiple devices at the same time?

No.  While a single Contactless + Chip card reader can be paired with multiple devices, it can only be connected to (be active on) one device at a time.

Charging and Battery

How do I charge the reader and how long will it take?

You can charge the reader by connecting the accompanying USB cable to any power source. It will take around 1-2 hours to fully charge the reader, but this varies depending on your charging source (i.e. charging via a power socket vs charging via a USB plugged into a laptop or desktop).

Additionally, if you purchased the optional stand, the reader can charge in the stand as well.

How long will the battery last?

Your experience may vary, typically, with a full charge, the Contactless + Chip reader will last for about 20 hours.  Please note that in order to conserve the battery, your reader will automatically turn itself off after 15 mins of inactivity unless connected to the optional stand or a wall charger.

What are the minimum power supply unit (PSU) rating requirements for the reader’s battery to charge?

The reader needs to be charged by a PSU similar to mobile phone charger with minimum rating of 5V, 1000mA.

Can I process transactions if the reader’s battery is not charged?

No.  Both swipe and EMV transactions require that the battery be charged.

Can I use the reader to process transactions while it is charging?

Yes, the reader can be used to process transactions while the reader is being charged via USB.

How quickly can I use the reader if I start charging it after it is drained?

From low level battery, 10 minutes charge enables a minimum of 5 transactions.

If I am not using the card reader, will it still lose charge?

Yes. There will be a low level battery drain. Over 3 months without using this card reader at all, the device would still support more than 15 EMV transactions and more than 50 swipe transactions.

How can I tell what the status of the battery is?

On the reader, below the charging port, there is a Red LED light that displays power status.

  • Battery full: Red LED is ON and steady
  • Battery Low: Red LED is blinking slowly
  • Battery out of capacity: Red LED is OFF
  • Battery charging: Red LED blinking quickly

How can I tell how much battery charge remains?

Tap Card Reader in Help & Support and the Reader screen will show the battery level of a connected reader. The battery indicator will also briefly display at the top when you first connect the reader.

How many transactions can I process on a full charge?

It depends on the type and combination of transactions. Contactless transactions alone = roughly 130 transactions. EMV/Chip contact transactions (dipped) alone = roughly 160 transactions. Swiped transactions alone = roughly 160 transactions.

What do the 4 LED lights on top of the Contactless + Chip card reader mean?

The lights are Status Indicators for the contactless + chip card reader and are defined as of follow:

What do I do if the red LED is not on and I know I charged the battery?

Make sure you have paired the contactless + chip card reader to your device. If you have and the light still doesn’t come on, open the Settings Drawer of your app, go to the Help and Support section, tap Troubleshooting in the Card Reader section and follow the steps provided. If that still doesn’t work please call the Customer Service number listed at the bottom of that screen for assistance.

Card Reader Usage

What contactless payment types are supported?

Visa®, MasterCard®, American Express®, and Discover® are supported along with Apple Pay®, Android Pay™ and Samsung Pay™ and other contactless solutions.

Are Apple Pay, Android Pay, and Samsung Pay supported?

Yes, the Contactless + Chip Reader supports the acceptance of Apple Pay, Android Pay and Samsung Pay.

How do I take a contactless payment?

When you’re at the payment screen, make sure the contactless + chip card reader is turned on and connected, then ask the customer to tap their contactless chip card, smart phone, etc. to the reader to process the payment.

NOTE:  The contactless reader needs to be paired, connected, and turned on.

What payment types can I accept?

The Contactless + Chip Reader has the ability to accept Magstripe cards, Credit and Signature debit chip cards (EMV) and contactless (NFC) payments (Apple Pay, Samsung Pay and other Contactless transactions).

Do I leave the chip card in the reader while taking an EMV payment?

Yes, you’ll need to leave the chip card in the reader until the app prompts you to remove the card.

Can I use the reader while connected to other Bluetooth devices?

Yes, other previously connected Bluetooth devices (e.g. Bluetooth headphone) can continue to work without impacting your connection to the Contactless + Chip Reader.

However, please note that if you have more than one Contactless + Chip Readers, only one can be connected at a time.

Can I control the volume of the sound coming from the contactless + chip card reader?

You can raise or lower the volume of the sound or mute it completely by using the sound volume controls on your phone or tablet.

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