Clover help without the hold music.
Clover is a deep system with a lot of moving parts: the device, the apps on it, and the merchant account underneath. We support all three for merchants processing through SmarterSwipe, and we know which layer a problem actually lives in.
Hardware
Station, Duo, Mini, Flex, Go
Software
Register, Restaurant, and App Market apps
Typical fix
Same business day
Devices and peripherals
Hardware problems, in the order we usually see them.
- Device frozen, rebooting, or stuck updating. Recovery steps that do not wipe your configuration.
- Printer not printing. Receipt printers, remote kitchen printers, and print group routing that sends the wrong ticket to the wrong station.
- Cash drawer will not open. Cabling, drawer assignment, and permissions.
- Handheld pairing. Flex and Mini dropping off the network or losing the connection to the main Station.
- Barcode scanners, scales, and customer-facing displays. Setup and troubleshooting.
Apps, menus, and staff
The configuration side of Clover.
- App Market installs and billing. What an app costs, what it actually does, and whether you still need it.
- Inventory and menu builds. Items, modifier groups, combos, and revenue classes.
- Order types and service charges. Dine in, takeout, and delivery, plus auto-gratuity rules.
- Tipping and tip pooling. Prompt configuration and reporting for payouts.
- Employees, roles, and shift management. Clock in and out, permissions, and manager overrides.
Batches, deposits, and account items
Everything downstream of the sale.
- Batch did not close. Finding the open batch and getting it settled so your deposit is not delayed.
- Deposit is missing or short. Reconciling the batch against the deposit line by line.
- Statement questions. Reading the monthly statement and identifying each fee on it.
- Chargebacks and retrieval requests. Deadlines, evidence, and submitting the response.
- PCI compliance. Completing the annual questionnaire and clearing non-compliance fees.
What we escalate, and to whom
Some things are ours to fix and some belong to the processor or the manufacturer. We stay on the ticket either way, so you are not the one chasing it.
- Hardware replacements under warranty are opened with the processor. We handle the RMA and keep you running in the meantime where we can.
- App defects go to the app developer. We confirm the app is the cause before sending you there.
- Underwriting, holds, and reserve questions go to the processor's risk team, with us following the case.
- Rate, fee, and contract questions go to your SmarterSwipe account team rather than the support desk.
Need a hand with this?
Open a support request and we will get back to you the same business day. If your business cannot take payments right now, calling is faster than typing.