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Clover Sport Manager FAQ's

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Got questions? We have answers! 

Table of Contents

Access to Clover Sport Manager

How do I create a new administrator profile to access to manager.bypassmobile.com?

To create a new administrator profile, navigate to Labor > Administrators. 

  1. On the top right-hand corner of your screen, click the green Create button. This will open the Create Admin panel on the right.
  2. Enter the Email address of the new administrator.
  3. Create a Password for the new account.
  4. Assign a Role from the drop-down menu.
    1. If no role is selected, the administrator will have access to all sections in Manager.

Click the Save button to create the new account.

Can I access multiple venues with my administrator account on manager.bypassmobile.com?
Yes, if you want to be able to access multiple venues within the same organization, contact Clover Sport Help. 

Note: We cannot add the same administrator email to venues from different organizations. Either a new email address has to be provided or the current email address will need to be removed from the previous organization and added to the new organization.

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Hardware: to soft reboot, hard reboot, or reload?

What is a Soft Reboot?

Soft Reboot - A Soft Reboot will restart the device operating system and allow apps to be relaunched. However, a Soft Reboot does not empty the system memory. Soft Rebooting is typically used if an issue is related to an application that is not functioning normally (e.g.: display or screen refresh errors, app freezing or crashing). Sometimes network problems can be resolved with a Soft Reboot.

When should I soft reboot my device?

  • If a device is not connecting to Wifi, you may try rebooting it to get it to connect.
  • If it is a brand new device, it will need to be rebooted before making transactions.
  • If it is the first time the device is being activated, it will have to be rebooted before making transactions.

How do I soft reboot my device?

  • Station Duo: Navigate to the settings page by swiping your finger down twice from the top of the screen. Click on the reboot icon. The soft reboot will not log you out.
  • Flex: Swipe down from the top of the screen (you may have to swipe down twice) to find the reboot button OR hold down on the black button on the right side of the Flex device until the Power Off and Restart options appear. Click on restart.    

What is a Hard Reboot?
A Hard Reboot will empty (purge) the active system memory on the Clover device, but it does not delete stored data. The Hard Reboot allows the operating system and the apps to be reloaded into the device memory and relaunched. This usually eliminates memory resident errors. 

When should I hard reboot my device?
Hard Reboots are typically recommended if an issue is related to the electronic hardware (e.g.: display failure, card reader errors, scanner/camera malfunction) or any system error that locks up the entire device.

How do I hard reboot my device?

1. Hold down the green power button on the Mini terminal for 15 seconds. If the device is on when the button-hold is performed, there will be no warning prompt, it will simply shutdown and restart (assuming that the terminal remains connected to power).

2. If the Mini power button is unresponsive, power down the Station Duo by disconnecting the AC adapter plug from the power outlet. Wait about 15 seconds to allow the device memory to drain, then plug it back in. The Station Duo should begin initializing.

What is the reload button on the settings page for?

The reload button is what you need to press after every change you make on the website manager.bypassmobile.com that you want to see reflected on your POS device.
Note: To effectively reload your device, you will need to be connected to the internet. 

When should I reload my device?

Every time you make a change to your menus, pricing, role permissions, ANY change at all on Clover Sport Manager, you should instruct your employees to push the reload button on their device. Alternatively, you can have them log out and log back in (which is generally more time consuming) to see the changes reflected. 

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Transferring Hardware to a Different MID

I want to use my hardware at a new venue. How do I transfer my hardware to a new MID?
1. Ensure that all offline orders have been synced before you transfer a device to a new MID. 

2. Gather the serial number for each device you want to transfer. The serial number can be found on the terminal screen under terminal settings or on the silver sticker that is on the bottom of the Clover Mini. 

3. Obtain the MID number. 
4. Once you have gathered the information from steps 1-3, call the Clover Sport Help line: 512-291-6192 Opt. 1 to execute the transfer. 

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Menus and Menu Items

What troubleshooting steps can I take when my menu won't load on the device?

1. IMPORTANT: Before executing the steps below, make sure you sync any offline orders that are on the device. 

2. Swipe down twice from the top of the screen. Then, swipe down on the menu that appears on the screen to reveal the setting gear.

3. Look for the settings icon. It looks like a gear.

4. Tap on Storage > Other apps

5. Tap on Access > Clear storage/data

6. Tap on Clover Sport > Clear storage/data

7. Tap the home button and log back into Clover Sport. Your menu should appear. 

Why won't my new menu item save?

The requirements for a menu item to save are:

  • The name field must be filled out.
  • The display name must be below 30 characters.
  • The default price must be filled out.

The item must be assigned to a menu category. 
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Missing Orders

I can't find an order on the terminal. What can I do?

1. Log into the device.

2. Choose the location where the order was taken.

3. Choose an Event (can be any event).

4. Tap on the Orders module.

5. Tap "All Orders" at the top left (make sure that the employee profile you are logged into has the role permission turned on for "View all orders").

6. Then Tap on "Open Tabs" or the category in which matches your order status (if it is a preorder that's been converted, it should be in the Open Tabs status).

7. At the top right-hand side, tap the Magnifier Glass to search.

8. Enter the Order ID (9-digit number).

9. Tap the Teal Search button on the keyboard.

10. If the order does not generate, then Delete the Order Id and enter the daily ID (4-digit number).

11. Tap the teal search button on the keyboard, and the order should pop up.

12. If it doesn't, then where the order appears, Swipe down anywhere on the screen to refresh the page.

13. If the issue persists reach out to Clover Sport Help for assistance.

I can't find a preorder that has been converted on the terminal. What can I do? 

1. Log into the device.

2. Choose the location where the order was taken.

3. Choose an Event (can be any event).

4. Tap on the Orders module.

5. Tap "All Orders" at the top left (make sure that the employee profile you are logged into has the role permission turned on for "View all orders").

6. Then Tap on "Open Tabs" or the category in which matches your order status (if it is a preorder that's been converted, it should be in the Open Tabs status).

7. At the top right-hand side, tap the Magnifier Glass to search.

8. Enter the Order ID (9-digit number).

9. Tap the Teal Search button on the keyboard.

10. If the order does not generate, then Delete the Order Id and enter the daily ID (4-digit number).

11. Tap the teal search button on the keyboard, and the order should pop up.

12. If it doesn't, then where the order appears, Swipe down anywhere on the screen to refresh the page.

13. If the issue persists, change the order taker for the order from Bypass Manager. 
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Offline Ordering

My Wifi is down. Can I still take payments?

Yes, you can still take payments even if your device is offline. However, when you log into the device initially, you must be connected to the internet in order for the device to pull down the information from the cloud. 

Note: Paying with Stored Value is not accessible when using the device offline. 
Note: You cannot make any returns or void any items while operating offline.

How to use your device in Offline Mode:

  • Stationary terminal: Click here to read about using your terminal in offline mode.
  • Flex:

Running a Flex in Offline Mode (LTE only):

If you lose LTE coverage during an event (locations and menus are already downloaded and employees are logged in), follow the steps below:

1. To get into offline mode, turn off Cellular and turn off Wifi (if wifi not available as alternative).

2. Log back into the device and it will run in offline mode.

If you have issues with LTE and need to download menus, etc. to run in offline mode due to no wifi option during event:

1. Go somewhere with strong wifi signal. 

2. Turn off Cellular Data by swiping down your finger in the top righthand corner of the screen and clicking the Cellular Data icon.  

3. Turn on Wifi.

4. Log into Bypass Manager while still connected to Wifi. Go to settings and select your Portables location.

5. Turn off Wifi.

6. Use the device in portables mode to take offline orders. 

How to detect offline orders:

While on the Flex device any orders that are taken while in Offline Mode are displayed as light gray in the Orders page. You will see a red exclamation point in the top bar.

How to sync offline orders:

Once back online, you must refresh the Orders page by pressing the double arrows or pulling down for a page reload. You will be unable to log out of the device if there are un-synced orders. 

How to take offline orders:

1. Click on the blue + sign to begin a new order.

2. After closing out the order, you will see a Processing Order: Order waiting to be synced with the server error message. The order is still captured in an offline state. 

3. To get back to the orders page to take a new order, click the circle at the bottom of the black navigation bar. 

4. Click the blue + sign to take another order

5. Once back online, you must refresh the Orders page by pressing the double arrows or pulling down for a page reload. You will be unable to log out of the device if there are un-synced orders. 

I just synced offline orders from a previous date. What should I expect now?

The best practice for syncing offline orders is before logging out of the device each time you make sales. If you sync offline orders at a later date, you may experience an influx of customers reaching out to review the recently synced transaction. Customers may think the transaction is fraudulent and may dispute the charge because of the delay in processing the payment.
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Processing Transactions

Can support process a transaction for me?

No, all transactions must be closed out on the device itself.
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Refunds and Write-offs

How do I refund an order on Manager?

1. On manager.bypassmobile.com, navigate to the Orders section. 

2. You can search for orders by:

3. Click on the order to see the order details.

4. Click the blue Actions button. Then click the orange Refund Order button.

For more information on the Order Page, click here.


What is a write-off and what does it do?

In Manager, a write-off allows you to write off a failed or open order as a loss for tax purposes. 

How do I write off a failed order? 

  1. Navigate to the Orders tab on the lefthand panel in Manager. 
  2. Under the Action Needed click on the order that you would like to write off. Click on the blue Write Off Order button. The order will move to a Closed state and will show a Write Off as one of the Payments.

How do I write off an open order? 

  1. Navigate to the Orders tab on the lefthand panel in Manager. 
  2. Under the Open column click on the order that you would like to write off. Click on the three dots in the top right corner of the order and select "Write off order." The order will move to a Closed state and will show a Write Off as one of the Payments.

Visuals on how to write off an order in manager.bypassmobile.com can be found here. 

How does writing off an order impact reporting?

Orders that are Opened or Failed will not show up in your Total or Net Sales. To see any Open or Failed Orders you can navigate to the Order Not Included in Sales report. If you want an order included in the Write Off Orders section of the report, you can write off an order to close it. 

Warning: Writing off an order CANNOT BE UNDONE. Write off orders cautiously. 

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Standsheets

We recently changed our menu, but my stand sheets are still displaying stock items from the previous menu. What can I do? 

1. Open the stock item.

2. Uncheck countable and save by clicking on the blue “Update Stock Item” button. Recheck countable on the stock item and save again.

3. Delete any inventory location from that stock item. 

4. Navigate to your standsheet under Events > Standsheets. You should now see your standsheet updated. 

Note: The steps above can only be applied to currently open and future standsheets. Finalized standsheets from previous events will not be able to be changed. 

In the instance that you would like to change a finalized standsheet from a previous event, please contact Clover Sport Help. 

 

Didn't get your question answered? 

Contact our Clover Sport Help Line: 512-291-6192 Opt. 1

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