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dberg avatar image
dberg asked ·

Live Merchant Unable to Process Payments

Hi @rachel We have a live merchant who isn't able to process payments via their semi-integration. They mentioned your name. What's the best way for them to get in touch with you or anyone on the dev team? Phone number?
semi-integrations
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1 Answer

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racheladmin answered ·
Thank you for reaching out, @dberg. I don't work on semi-integrations currently, but I'm happy to route you toward help. Normally, the merchant should contact their semi-integrator for troubleshooting. If the semi-integrator is unable to resolve issue, then the semi-integrator should reach out to semi-integrations@clover.com with:

1. Summary of issue
2. Clover merchant UUID(s) (e.g., TB6EHCJW2K3EW)
3. Environment: sandbox, prod-us, prod-eu
4. Device serial number(s) (e.g., C030UQ53350483)
5. SDK, including version number (One of the following: clover-android-sdk, clover-android-connector-sdk, remote-pay-cloud, remote-pay-windows, remote-pay-android, remote-pay-ios, remote-pay-java)
5a. If Remote Pay Windows, indicate protocol: .NET DLL, REST, WebSocket
6. Pay Display app (One of the following: USB Pay Display, Cloud Pay Display, Secure Network Pay Display, Station Pay, Station Secure Pay)
7. Steps to reproduce behavior
8. Code sample: https://stackoverflow.com/help/mcve
9. POS logs surrounding issue
9a. If Windows REST or WebSocket service is involved, logs from the service
10. After reproducing the issue your Clover dev kit, send device logs via the Help app (Menu button on the upper left > Diagnostics > Send Device Logs)
11. If the issue involves a transaction, provide Clover paymentId, externalPaymentId, and other identifying transaction details (e.g., timestamp)

When the semi-integrator sends as complete an issue report as possible, then semi-integration support engineers are able to triage the issue quickly without additional back-and-forth.
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