Quick Diagnostics Checklist
Before diving into specific issues, check these common solutions:
- ✅ Card reader is powered on and charged
- ✅ Bluetooth is enabled on your mobile device
- ✅ You're using the latest version of the Docket app
- ✅ You're within range of the card reader (15 feet or closer)
- ✅ No other devices are connected to your card reader
Connection Issues
Device Not Found
Problem: Your Clover Go doesn't appear in the available devices list.
Possible Causes:
- The device is out of range.
- The device's battery is very low or empty.
Solutions:
- Power cycle the card reader
- Turn off the device completely by holding down the power button for 10 seconds
- Wait 10 seconds
- Turn it back on by holding the power button for 3 seconds
- Try connecting again
- Check Bluetooth settings
- Ensure Bluetooth is enabled on your phone
- Return to the Docket app and try pairing again
- Restart the Docket app
- Close the app completely
- Reopen and try the connection process again
- Check proximity
- Move within 3 feet of the card reader
- Ensure no obstacles between devices
- Charge your card reader device
- The card reader won't connect if it has a dead battery, or a battery that is low (below 20%).
- Plug the card reader into a charger and allow it to recharge.
- Turn it back on by holding the power button for 3 seconds
Device Found - Can't Connect
Problem: Your Clover Go appears in the available devices list, but it will not connect successfully to your phone or tablet.
Possible Causes:
- The device is currently connected to another phone or tablet.
- The device's battery is very low or empty.
Solutions:
- Disconnect the card reader from another device.
- If the card reader is actively connected to another device, you will not be able to connect to it with any other device. This is a security feature. You will need to disconnect from the current device so the card reader can connect to a new one.
- On the currently connected device, go to Settings > View Settings
- Click on the Actions menu under the connected card reader.
- Select Disconnect.
- Now resume your attempt to connect the card reader to your chosen device.
- Power cycle the card reader
- Turn off the device completely by holding down the power button for 10 seconds
- Wait 10 seconds
- Turn it back on by holding the power button for 3 seconds
- Charge your card reader device
- The card reader won't connect if it has a dead battery, or a battery that is low (below 20%).
- Plug the card reader into a charger and allow it to recharge.
- Turn it back on by holding the power button for 3 seconds
PIN Required During Pairing
Problem: Your device is asking for a PIN during pairing.
Possible Cause: Some devices require PIN information to be entered when pairing with another device for the first time.
Solutions:
- Locate the PIN
- Check the back of your Clover Go device
- The PIN is the last 6 digits of the serial number at the bottom of the device printed on the back, and will be 6 digits (See photo below for reference)
- Enter exactly as shown
- PIN not working
- Double-check you're reading the correct numbers
- Be careful with similar-looking characters (0 vs O, 6 vs G)
- Try entering the PIN slowly
- No PIN required
- Some phones don't require a PIN
- If your device doesn't ask for one, proceed without entering anything
Connection Drops During Use
Problem: Card reader disconnects while processing payments.
Possible Causes:
- The device is out of range.
- There is significant interference in the area
Solutions:
- Use the reconnect option
- Look for "Reconnect" button in the payment workflow
- Tap to reconnect without leaving the payment screen
- Manual reconnection
- Go to Settings > Connect a Card Reader
- Select your device from the list
- Return to the payment workflow
- Improve connection stability
- Keep devices closer together
- Ensure card reader has sufficient battery
Payment Processing Issues
Transaction Failed
Problem: Payment fails to process or shows "Transaction Failed" message.
Common Causes & Solutions:
- Customer's card issue
- Insufficient funds
- Card expired or damaged
- Card blocked by bank
- Solution: Ask customer to contact their bank or try a different card
- Card reader issue
- There is debris in the card reader slot
- Low battery
- Solution: Clean the card slot with compressed air, or use tap top ay
- Network connectivity
- Poor internet connection
- Solution: Move to area with better signal, try again. Offline payments are not supported for credit card transactions.
Card Won't Read
Problem: Card reader doesn't recognize inserted or tapped cards.
Solutions:
- For chip cards
- Ensure card is inserted chip-first
- Push card firmly into slot
- Clean the card's chip with a soft cloth
- Try a different card to test the reader
- For contactless payments
- Hold card/device closer to the reader
- Try different positions around the contactless symbol
- Ensure the card supports contactless payments
- Separate the card from any other cards or tap to pay devices
- General card issues
- Card may be damaged or demagnetized
- Try manual entry as alternative
- Test with a known working card
Low Battery Warning
Problem: Card reader shows low battery or powers off unexpectedly.
Solutions:
- Immediate charging
- Connect the included charging cable
- Allow 15-30 minutes for minimum charge
- Use manual entry for immediate payments
- Proper charging
- Use only the included charging cable
- Charge fully before use (typically 2-3 hours)
- Don't use the device while charging for best results
- Battery maintenance
- Charge regularly, don't let battery drain completely
- Store in a cool, dry place
- If battery life becomes very short, contact Fiserv for replacement
App-Related Issues
Card Reader Option Not Available
Problem: Credit card payment only shows manual entry option.
Solutions:
- Complete initial pairing
- Go to Settings > Connect a Card Reader
- Pair your device through settings first
- Card reader option will appear on payment screens after successful pairing
- Check pairing status
- Verify device shows as "Connected" in settings
- If not connected, re-pair the device
- App reinstall issues
- If you recently reinstalled the Docket app
- You must re-pair the card reader through settings
- Previous pairings don't carry over after reinstall
App Crashes During Payment
Problem: Docket app closes or freezes during card reader payment.
Solutions:
- Restart the app
- Close the app completely
- Reopen and try the payment again
- The transaction should not have been charged
- Update the app
- Check app store for Docket app updates
- Install any available updates
- Restart the app after updating
- Device restart
- Restart your mobile device
- This clears memory and connection issues
- Try the payment process again
Error Messages and Meanings
Common Error Messages
- "Device not found": Card reader isn't discoverable or powered off
- "Connection failed": Bluetooth pairing unsuccessful, there may be significant interference in the area from other devices
- "Low battery": Card reader needs charging, ti will not connect or run transactions when below 20% battery
- "Transaction failed": Payment processing error (usually card/bank related)
- "Please try again": Temporary processing or technical issue, usually clear to try again immediately
Getting Additional Help
Before Contacting Support
Try these steps:
- Restart both the card reader and mobile device
- Ensure all software is up to date
- Test with a different card if possible
- Try both chip and tap payment methods
When to Contact Support
Contact Docket Support for:
- Mobile app issues
- Connection problems that persist after troubleshooting
- Questions about payment processing in the app
- Issues with transaction records
Contact Fiserv Support for:
- Hardware problems with the card reader
- Merchant account issues
- Transaction processing questions
- Device replacement needs
Information to Have Ready
When contacting support, have this information available:
- Device model (Clover Go)
- Mobile device type and model
- Docket app version (found on the mobile app Settings page)
- Specific error messages, or screenshots if you were able to capture them
- Steps you've already tried
Prevention Tips
Maintain Your Equipment
- Keep card reader clean and dry
- Charge regularly before battery gets too low
- Store in protective case when not in use
- Handle gently to avoid drops or impacts
Train Your Team
- Ensure all users know basic troubleshooting steps
- Practice the payment process during training
- Understand how to reconnect during payment workflows
Remember: Most issues can be resolved with simple troubleshooting steps. Device compatibility can be tricky, so when in doubt, restart your devices and try again!