Troubleshooting Issues with the Clover Apps

Steps in this article are more for resolving issues for an app freezing or crashing as opposed to not applying rewards or redeeming correctly.

1) REBOOT: If the merchant is seeing freezing of the app or potentially crashing during the 'Add' or 'Redeem' process, a reboot is always the first step. This can be done by swiping down from the top of the home screen and tapping on the reboot option. Alternatively they can power off the device for 30 seconds and then power back on.

2) UNINSTALL/RE-INSTALL: This is the next step if the reboot doesn't solve things. Get the merchant to navigate to the 'More Tools' option on the device. Then to Installed app, which can be found by tapping on the 3 horizontal lines in the top left of the screen. Then find the app in question (Loyalty, Gift, Online Ordering, Self Checkout) and go through the uninstall process. You will know this is completed when the options on screen changes to 'Connect'. From there just get the merchant to run through the install process again.

An Uninstall & re-install should resolve any caching issues. This is the primary resolution to the error message 'Unfortunately Loyalty/Gift/Online Ordering/Self Checkout has stopped responding'. 

3) APP UPDATE: This is unlikely to be required, however if the merchant is on a very outdated version of an app it can cause issued. The app version installed can be confirmed within each of our apps on the Clover POS. It is within the settings of Loyalty/Gift/Facilipay, listed as the Build. It is shown within Online Ordering under preferences and is at the bottom of the page. Self Checkout is shown within settings which can be accessed when the app is first launched.

If you feel an app update is needed please take note of the app version the merchant is currently on as well as their UID. This can be taken from the device or the admin portal. Then contact Simon/the support team who can verify the installed version & release group the merchant is in.