If your Clearent payment terminal is not connecting or working as expected, follow these steps to resolve the issue.
Step 1: Restart the Terminal
Disconnect the terminal from both the power and the internet.
Wait for 10 seconds.
Reconnect the terminal and allow it to fully restart.
If the problem persists, proceed to Step 2.
Step 2: Contact Clearent
If restarting does not fix the issue:
Contact Clearent directly for support.
If a replacement terminal is needed, Clearent may issue you a new set of API keys.
When contacting Clearent, have the following information ready:
The serial number of the terminal.
Any other IDs or details they request.
Follow their instructions to set up the replacement terminal properly.
Step 3: Verify the Terminal Setup
After receiving and setting up the new terminal:
Log out of your CleanCloud store.
Restart the card terminal and wait for it to fully boot.
Log back into your CleanCloud store.
Navigate to Settings → Hardware → Payment Terminals.
Select the correct Station from the dropdown menu.
Check that the registered key matches the one provided by Clearent.
If the key matches and the terminal boots up correctly, it is ready for use.
🪄 Tip: If you need more help with Clearent troubleshooting, visit this collection of articles: Clearent Troubleshooting Articles.
Frequently Asked Question
Q: My customer was charged twice for the tip. What happened?
A: If a transaction is run twice - often due to a terminal timeout, slow internet connection, or staff mistakenly running it again - the system prevents a full second charge but may still apply the tip a second time. Always double-check before retrying a transaction if it appears to have gone through.
Clearent Support Contact Details
For Clearent-specific issues, you can reach their support team:
Phone: 1-855-558-3414
Fax: 1-866-614-2549
Email: [email protected]
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