--- title: Troubleshooting Flex Card Reader Connectivity description: Steps for diagnosing a Clover Flex card reader that won't process payments in the Club Caddie Flex POS app, including Wi-Fi/LTE conflicts, app version checks, and when to contact support. --- [Skip to content](https://support.clubcaddie.com/troubleshooting-flex-card-reader-connectivity#main-content) English Show submenu for translations [![CC fiserv. 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Enter your question and get step-by-step tips. - There are no suggestions because the search field is empty. 1. [Club Caddie](https://support.clubcaddie.com/?hsLang=en) 2. [Hardware](https://support.clubcaddie.com/hardware?hsLang=en) August 11, 2026 # Troubleshooting Flex Card Reader Connectivity ## What to check when a Clover Flex reader won't take a payment in the Club Caddie Flex POS app. When a Clover Flex reader won't take a payment in the Club Caddie Flex POS app, the cause is on the device or network side — the sale itself is not lost. Work through the checks below in order; the Wi-Fi/LTE and app-version checks resolve the situation without support involvement in many cases. ##### **Where the failure shows up** In the Flex POS app's payment screen, a sale that doesn't complete shows **"Payment process failed. Try again"**. This is a general failure message. It does not by itself indicate a network problem, a declined card, or a device problem. The checks below narrow down the cause. Saving a card on file from a customer's **Payment tab** with **Use Reader** is a separate, Desktop-side feature. It is not part of the Flex app. If that's the screen having trouble: insert the card; swipe is not supported there. ##### **Check Wi-Fi and LTE together** If the Clover Flex has an active cellular (LTE) SIM and Wi-Fi both on, the device can try to use both at once. This shows up as spinning during payment, failed connection attempts, or intermittent errors,  not a hard "no connection" failure. **Fix:** if the facility uses Wi-Fi as the primary connection, turn LTE off on the device. 1. On the Clover Flex, open **Settings** (or swipe down to open quick settings). 2. Open the **Wireless Manager** app. If it isn't visible immediately, look under **More Tools** on the device home screen. 3. Under **3G/4G/LTE SIM Cards**, check the SIM status: **Active – Disable** means cellular is on; **Inactive – Enable** means it's off. 4. Tap the status to toggle it to **Inactive**. ##### **Check whether cellular is actually active on the device** Some Flex devices show as activated for LTE in the Clover.com portal but still display **"No data plan associated"** or **"No Service"** when Wi-Fi is turned off. The plan can be active in the portal but not yet turned on at the device level. - Portal check: log into **Clover.com** → **Settings** → scroll to **Cellular**. The list shows each device and its LTE activation status. - If the portal shows activated but the device still reports no service, this is a Clover-side (not Club Caddie) issue — contact Clover Support to remote into the device. Cellular plans and billing for Clover Flex devices are managed by Fiserv/Clover, not through Club Caddie. For plan or billing questions, direct the operator to \[clover.com/help/contact-us\](https://www.clover.com/help/contact-us). ##### **Confirm the app is on the current version** The Club Caddie Flex POS app shows its installed version in the side menu, labeled **Version :**. If a reader stopped working after being fine previously, confirm the app version matches what support expects before escalating — an out-of-date app is a common first question support will ask. ##### **If the reader still won't process a payment** **Step 1:** Confirm the error message shown. **"Payment process failed. Try again"** means the sale request to the reader did not complete — retry once before escalating. **Step 2:** If a payment authorizes for a different amount than requested, the app automatically voids it and shows: *"Partial amount authorization received. Transaction has been voided. You can try again."* This is the designed handling for a partial authorization — retry the payment. **Step 3:** If the reader is provisioned under a **CardPointe/CardConnect** merchant ID rather than a Clover merchant ID, some Flex features — including internal payment processing — are not available on that device. Confirm which merchant ID the device is provisioned under before troubleshooting further. **Step 4:** If none of the above resolves it, contact Club Caddie support with: the facility name, the terminal/device name, the exact error message shown, and whether the device is connected via Wi-Fi or cellular at the time of the error. ##### **Common Questions** **The reader shows connected but a payment still won't go through — what's wrong?** Check whether Wi-Fi and LTE are both active at once first — that combination causes spinning and failed payments even when the device otherwise looks connected. If that's not it, confirm the app version, then contact support with the exact error message. **Can I swipe a card to add it to a customer's profile?** No — insert the card on that screen. Swipe is not supported for saving a card on file. (That screen is part of the Desktop app, not the Flex app.) **Does turning off LTE affect anything else on the device?** No. Turning off LTE only affects the device's cellular data connection; it does not change payment processing settings. Turn it back on only if Wi-Fi becomes unavailable and the facility needs cellular as a fallback. **Who do I contact for a cellular plan or billing question?** Clover/Fiserv, not Club Caddie support — \[clover.com/help/contact-us\](https://www.clover.com/help/contact-us). - [Browser](https://support.clubcaddie.com/browser?hsLang=en#main-content) - [Tee Sheet](https://support.clubcaddie.com/browser?hsLang=en#tee-sheet) - [Register](https://support.clubcaddie.com/browser?hsLang=en#register) - [Hardware](https://support.clubcaddie.com/browser?hsLang=en#hardware) - [Vouchers](https://support.clubcaddie.com/browser?hsLang=en#vouchers) - [Settings](https://support.clubcaddie.com/browser?hsLang=en#settings) - [Sales](https://support.clubcaddie.com/browser?hsLang=en#sales) - [Members](https://support.clubcaddie.com/browser?hsLang=en#members) - [Events](https://support.clubcaddie.com/browser?hsLang=en#events) - [Troubleshooting](https://support.clubcaddie.com/troubleshooting?hsLang=en) - [Desktop: Settings](https://support.clubcaddie.com/desktop-settings?hsLang=en#main-content) - 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