Clover User KB
Clover is the University preferred vendor for small transaction credit card acceptance systems. The system provides a variety of new technology devices and the security that is required for safe, convenient transactions in your departments.
Below you will find a basic overview of the Flex 3 clover payment device and an overview of the clover dashboard / virtual terminals.
Devices
At the university we use the FD130, FD150 legacy devices that are simple gateway devices that are made by First Data and the newer clover devices to include the Mini, Flex 2, Flex 3 and Clover Go. We will focus on the Flex3 for this document but the majority of the user interface and clover dashboard are the same for all clover devices.
Product details
Payments: Accepts chip, swipe, and contactless payments including Apple Pay®, Google Pay® and Samsung Pay®
Screen: Nearly 6" LCD color touch screen
Receipts: Built-in thermal dot printer and can email or text digital receipt
Security: Clover Security end-to-end encryption
Camera & Scanner: 1D/2D barcode scanner/camera
Connectivity: WiFi, LTE
Battery Life: At least 8 hours of use for a typical SMB
Clover Dashboard and setting up your PIN for yourself and your employees:
You will need a login which is most times associated with your PITT account. This will need to be setup with the Office of Treasury and PITT IT. If you do not have a clover account, please submit a help desk request to HELPDESK@pitt.edu and request the ticket be sent to Clover admin – ALLANS@pitt.edu
Access the clover dashboard: https://www.clover.com/login
Login with your setup account:
Depending on your level of access, (Admin, Manager or Employee) you will have access to the following options:
When logged in you will see a page like this…
Here you will find tabs to make manual sales entries over the laptop / cell phone. (you need a billing zip code to do manual transactions, See your current batch transactions and add users to your clover device.
Using the Sale button (Virtual Terminal):
Taking payments from the Clover Dashboard is easy:
- Click on the “New Sale” button. 2. Enter your sale amount 3. Enter any additional information that you have in the form such as notes or customer name 4. Enter in the CC Card number, exp and, CVV. 4. Define the receipt delivery 5. Use the complete payment button at the bottom and a sales receipt will be generated.
On the terminal:
You can void transactions during the same business day by selecting More options and VOID.
Refunds can be done at any time by selecting the refund button. You must be a manager or above in the employees section of the system setup to preform this function.
Connection of the device…
These devices have the ability to connect via WIFI, or Cellular connection. Most should be setup to connect to the “PITT MDA” SSID but you can also connect to “Wireless-PITTNET” with your own university account.
Connect the CCreader to wifi … this is a standard android OS and connects the same as a smartphone.
· Pulled down menu from the top of the screen
· Select the gear
· Select Network
· Select Wi-Fi
· Scroll down to saved network, tap and select Wireless-Pittnet
· Tap forget
· Enter email address (ie ABC123@pitt.edu )
· Skip next line
· Type in new Pitt Password
· Scroll up and select no CA certification
· Select Connect
Following these steps should connect to Wireless-Pittnet
Help?
Thru the Clover dashboard you can select help … this will give you a few articles to check over for your issue… or you can select “call me” function. This will allow you to put in your own name and phone number in order to be connected to Clover Terminal support.
You can request things like …
- Reprogramming terminals
- Trouble codes and errors
- Physical device issues (cracked screens)
- Issue with transactions or help with voids
- General use questions
Also … Please call the PITT IT help desk to open a ticket for help with your issues that you cant resolve with PNCMS. Please request ALLANS@pitt.edu in your email to HELPDESK@pitt.edu and someone from the CFO servicing team will be assigned to assist you.
June2021 Clover Device update
General User instruction for the University of Pittsburgh Point of Sale systems. This will be referred to as POS from this point forward.
Clover devices are at this point limited to the Flex2, Flex 3 and clover station units. The device is a self-contained credit card reader / printer and contactless all on one POS device. The unit also carries with it the Clover dashboard and virtual terminal that manages all aspects of merchant services for the client
Setup of devices
The vast majority of our unit are WIFI only. They all have the ability to connect via CELL communications thru AT&T services however, there are monthly fees and data charges that are levied and can be avoided with WIFI only connection. At this time we do not have the ability to hard wire these devices onto hardwired PITT networks.
Out of the box you must have access to the clover dashboard in order to access activation codes to enable the devices. This will be dependant on whom is set as the owner. As of April 2023 we will be converting all owner accounts to be saved as PITTMERCHANTSERVICES@pitt.edu and access to that account will be assigned thru RC87
https://www.clover.com/dashboard/login
Under the main dashboard you will find all accounts managed by PITT IT and the office of the treasury, select the business that your working with and you will find devices under “Account and Setup”
You will be presented with the devices attached to the business that need to be activated.
Once connected the device will update and once completed with the update … launch into an activation…
This activation code will either be sent to the email on file for the Merchant ID which at this time is ASTEWART@CFO.Pitt.edu as seen above … or the code will be available on the clover dashboard.
Insert receipt paper
Open the top piece on the back of the device and insert a roll of printer paper. Once the paper is inserted, click on the “print a test page” button.
Customizing your device
· Choose yes to require a password to unlock the device
· Choose tablet screen to take tips and signature
Once your at the main sales screen as seen below … take steps to inventory the unit with the current IT inventory system and label the unit both in the clover dashboard > devices and with a physical label. Currently we are asked to put a physical tamper lable on the device as well to detect intrusion of the case for things like physical card skimmers or other physical changes to the hardware of the device to enable theft of scanned credit card data.
Labels and other support data will be available here.
\\FSC-IFS-01.univ.pitt.edu\Financial Information Systems\Technical Services\SupportServices\PNCMS
Specific user instructions for the dental school -
Devices will be stored in G187. Staff will pick up the morning. There will be one device for each module. Staff members will receive their own login. Please make sure you enter your own 4-digit code.
All staff will have access to the virtual terminal. This site can be used when another staff member is using terminal. On the virtual terminal staff members can run payments, verifications or authorizations. Staff will have to enter the following:
· Card number
· Expiration date
· CVS code
· Zip code
Refunds cannot be run on the virtual terminal.
Staff will have the ability to send patient an email or text receipt at the conclusion of the transaction. Please ensure you add email address to patient chart. If staff member wants a copy for reconciling purposes they can email themselves a receipt.
If staff member does not print a copy they can view this information on dashboard. Go to transactions, payments, find payment you are entering into axiUm, click on details, this will bring up receipt, on receipt click show details, authorization ID will be listed, please enter this information into axiUm.
The device operates the same as current machine. The staff member can process a chip card, swipe or tap depending on patient’s card. Device will print a receipt for patient. It does not provide a merchant copy if staff member wants a copy of receipt to balance their bank they can reprint receipt. Clover device does not provide any patient information on receipt so please make sure you enter payment into axiUm and put chart # on reprint of receipt.
Only the current transaction can be voided If patient does not have treatment, patient payment can be refunded on Clover Device only.
Cash and check payments should be entered on the Clover device, enter amount then at bottom of screen select cash, charge or ellipsis for checks, the device will print a receipt for patient. For checks, enter check # in note section.
Staff is responsible for balancing their device to their axiUm bank at the end of the day. Again, receipts do not contain any patient information; please ensure all of your payments are recorded in axiUm. All machines will batch out at 10pm. Staff will be responsible for bringing any cash and check payments along with bank report printout and Clover device to G187 at the end of the day.
If assistance is needed with your device, please click on the Help icon in toolbar, follow directions.
Troubleshooting
Most issues that concern IT would be sourrounding wireless connectivity. Troubleshoot these wifi connections as you would any smartphone. Forgetting and re-entering your connection credentials will fix most wifi issues.
For any issues with the terminal … help can eithier be found by the customer on the device on the help app or via the help line at 800-742-5030.
For account related quesitons or ordering contact the office of the treasury / E-Business or Emily Gavin Directly at egavin@cfo.pitt.edu or EAG4@pitt.edu
The remaining devices are the FD-130 device so we will use this device as our example for this presentation. At this time these are legacy systems in lieu of Clover and newer FD150 devices
In order to utilize the new security measures developed for financial transactions our systems required an upgrade from dial up terminals to Internet LAN connected devices. This process required some of the following…
Items needed at the host location will include:
- A specified port that is part of the smaller “unified POS” network. This network has rights to broadcast traffic to specific addresses to enable secure communications to the host financial systems at PNC bank.
- The device itself that has been preconfigured with that particular LAN information within the device. Referred to as a terminal.
- A LAN cable for digital communication.
- A power cable for the terminal.
- Printing supplies for the receipt printer.
All of these items will be provided and setup by PITT IT at the time of configuration.
Furthermore, an account known as a merchant ID number will need to be provided from the Office of Finance, which is usually completed at the time of the device request. This will designate the types of cards accepted by the merchant and the configurations of the cards that are able to be processed. The four ways that this unit are able to process card information include, Swipe, manual entry, EMV chip reader and RFID tap payments. We do not use the tap payments at this time at PITT.
Usage – Processing payments
Chip card transactions
1. Press Sale
2. Enter the amount
3. Insert Chip card
4. If prompted, select Credit or Debit
5. If prompted, instruct the customer to enter their PIN on the PIN pad
6. Select option to print customer receipt (optional)
- The terminal goes online and completes the transaction
- If approved, Receipt(s) print
- Chip card: remove when prompted
Swipe Transactions
1. Swipe Magnetic stripe
2. Enter the amount
3. If prompted, enter the tip amount or press the red [X] key to skip
4. If prompted, select Credit or Debit
5. If prompted, instruct the customer to enter their PIN on the PIN pad
- The terminal goes online and completes the transaction
- If approved, Receipt(s) print
- Chip card: remove when prompted
Credit Refund
1. Press Other
2. Select Refund
3. Enter the amount
4. 
Input the card account
5. If prompted, select Credit
Void Transaction
1. Press Other
2. Select Void
3. Enter the SEQ# from the receipt
4. 
Confirm the transaction by selection OK
- The terminal performs a reversal
- The terminal prints a void receipt
Reprint Receipt
1. Press Other
2. Select Reprint
3. Enter a transaction SEQ# or press Enter to reprint the last transaction
If no receipt is available … enter the number 1 for the first transaction in the batch and arrow thru the transactions to find the SEQ# that you would like to reprint.
Print Reports
1. Press Other
2. Select Report
3. Select Print Reports
4. Select the desired report type to print
- Report prints
- Press the red [X] key or the back button to return to the start screen
Most organizations require a printed set of reports for accounting purposes such as prism or oracle. All needed reports for this purpose will be available at this screen prior to settling your batch for the evening.
Batch Settle
1. Press Other
2. Select Close Batch
3. Review the screen, then select OK to confirm totals
- The device connects to the host and completes the batch settlement process
The Batch process can be automated to run daily. Please consult with your installing technician – FIS support – or the office of finance for more details.
Prior batches can also be reviewed and re-printed at any point after the batch has closed.
Issues and troubleshooting
There are several issues that can plague these machines. In many cases you will need outside support to resolve these issues. There are two means of generating support…
1. Call the FIS support team. The support team can either give direction to fix the issue or recommend other support levels to address these issues. If there is a question that you don’t know where to turn with, the FIS support is your first step.
The support team can help take care of issues with the physical and logical network connections, power issues and IMAC (install move add change) requests. If they cannot help with the particular issue we will in most cases refer you to the PNC merchant services for further assistance from the vendor.
2. Call PNC merchant services for issues with actual transaction or card reader issues. You can still notify FIS support on these issues to make sure they are not on the PITT side but, if you’re having issue with processing of credit card information on the terminal, PNCMS is there for your use. You will have a tag on the bottom of the device that has all your important information that support will need.
Duplicate card number will show if there is multiple transactions with the same card. You can just hit the green button to advance. This required a password on prior models.
Reader setup messages will present themselves if the chip reader or 
swipe readers become faulted. This can usually be remedied via a restart of the device by pulling the plug at the wall and rebooting.
Network errors will propagate themselves with a message
That includes an error number. Ie… “VXN Error 58. Please call help desk” Please call the FIS Support desk in these cases as its usually an issue with the PITT network and not the device itself.
