Troubleshoot failed login attempts
Invalid credentials error
If you see an Invalid Credentials message when you try to log in, the username or password you entered is incorrect. Check for typos, confirm you’re using the correct email address, and try again. You can also use Forgot password? to reset your password.
Number of attempts
You have 5 attempts to enter your login information before your account is locked for security reasons. The Invalid Credentials message displays how many attempts remain. If your account becomes locked, it will also display the lockout status and how long you must wait before trying again.
Lockout period
The lockout period lasts five minutes. You can reset your password using Forgot password? but you must wait for the lockout to end before logging in with the new credentials.
Troubleshoot payment issues
Payments screen is not functioning
If you experience issues with the Payments screen, it may be due to any of the following:
Your desktop shortcut to Clover PracticePay is not working properly. This applies only if you access Clover PracticePay using a desktop shortcut. We recommend using the desktop shortcut for direct access, which helps reduce potential errors or delays when processing payments.
You see an error message when you try to log in to Clover PracticePay. Example: 403 forbidden.
Your network is blocking Clover PracticePay.
Steps
1. Log in to Clover PracticePay using one of the following methods:
Use a web browser.
Select the desktop shortcut (if available).
2. Observe the results.
If you can log in to Clover PracticePay using either a web browser or the desktop shortcut, the Payments screen is functioning normally.
If you cannot log in using a web browser, the issue is likely network‑related; for example, your network may be blocking Clover PracticePay. Contact your network administrator for assistance. If the issue continues after they’ve checked your network, contact Clover Support.
If you cannot log in using the desktop shortcut, there may be a problem with the shortcut itself. Contact Clover Support.
Receipt not displaying in Clover PracticePay
In some cases, when you take a payment, the receipt window may not open. This can occasionally occur if the browser is blocking the pop-up. To resolve this issue in Clover PracticePay, see the instructions for the browser in use:
Chrome steps
1. Open the Chrome browser.
2. Select Customize and control Google Chrome (the 3 vertical dots icon) in the top right corner of the browser window.
3. Select Settings > Privacy and security > Site settings > Pop-ups and redirects.
4. Select Add next to Allowed to send pop-ups and use redirects.
5. Add http://cloverpracticepay.clover.com/.
Firefox steps
1. Open the Firefox browser.
2. Select an option to navigate to Settings.
Select Tools > Settings.
Note: If the top menu bar is not visible above the browser tab(s), press ALT + T on your keyboard to display the Tools drop-down.
Select Open application menu (the three vertical lines icon) in the upper-right corner of the browser window, then select Settings.
3. From the left, select Privacy & Security.
4. Select Block pop-up windows in the Permissions section.
5. Select the Exceptions... checkbox for Block pop-up windows.
6. Enter http://cloverpracticepay.clover.com and select OK.
7. Exit and relaunch the browser.
Edge steps
1. Open the Edge browser.
2. Select Settings and more ( ••• ) in the upper-right corner of the browser.
3. Select Settings > Cookies and site permissions > Pop-up permissions.
4. Select Add in the Allow section.
5. Enter http://cloverpracticepay.clover.com and select Add.
6. Close and relaunch Edge.
Other troubleshooting tips
If the computer has been running for too long, it may require a restart. You should also disable any web extensions running on the browser.
If the above steps do not resolve the issue, contact Clover Support at (855) 280-4508 (Monday–Friday, 9 AM–8 PM Eastern Time).
Fix a payment submitted to the wrong location
If a payment is made to the wrong location (Merchant Account), there is no way to modify the transaction or move the funds to a different location. To remedy a situation where a patient or staff member mistakenly applied a payment to the wrong location:
1. Process a refund of the original payment.
2. After processing the refund, process a new payment to the correct location.
Troubleshoot recurring payment failures
Scheduled payments can fail for several reasons, including insufficient funds, suspected fraudulent activity, or an expired or inactive card.
What the system does
When a scheduled payment fails, you receive an email notification that the first recurring payment attempt failed. A red exclamation mark appears next to the amount in the Total Remaining Balance column on the Recurring Payments screen. In the expanded view of the patient’s plan, the Status column displays Failed.
What you should do
When you receive a failure notification, contact the patient to determine why the payment failed. Based on the cause, decide how to proceed. Some issues may be temporary, while others require updating the payment method. You cannot place the recurring plan on hold while communicating with the patient.
If the transaction was declined due to insufficient funds:
1. Notify the patient.
2. Edit the plan to update the payment information.
If the transaction was declined for any other reason, such as an invalid card, an expired card, or suspected fraud:
1. Contact the patient to obtain updated card information.
2. Remove the existing recurring payment plan.
3. Create a new payment plan with the updated card.
Troubleshoot payment posting issues
If you're having issues with payment posting, see how to troubleshoot common posting-related issues.
Determine if Clover PracticePay is attempting to post payment information
If payments are not posting, restart/reboot the Clover PracticePay Windows Agent.
1. Select Start > Power ( ) > Restart to reboot your computer. This will also restart the Clover PracticePay Windows Agent.
If the issue persists, manually restart the Clover PracticePay Windows Agent.
2. Enter Task Manager into your Start menu and select to open it.
3. Select the Services tab.
4. Navigate to the RHWindowsAgent service.
5. Right-click the service and select Start or Restart.
This will ensure that the Clover PracticePay powered by Clover PracticePay Windows Agent is running. If it was not previously running, posting should now be functioning as expected.
Electronic Medical Records (EMR)/the Payment screen appears with no data in the fields
If Clover PracticePay pulls the electronic medical records (EMR)/the Payments screen to the foreground, but no data is entered into the fields, completely close and reopen your PMS/EMR system and retry posting from Transaction Reports using the steps below:
1. Log in to Clover PracticePay.
2. From the left menu, select Reports > Transaction Search.
3. Enter search criteria and select Search.
4. Confirm that the associated patient ledger is open in your PMS/EMR system.
5. Do one of the following to post the payment:
Select POST in the Action column in the transaction row of the Search Results section.
Select the Payment ID number in the Search Results, and then select Post in the Transaction Details pop-up.
6. Verify that the patient account has been updated. If it has, the posting is now running.
Only a part of the expected payment information is posted into the system
Clover PracticePay may be executing the posting faster than your PC is able to accept the information. Rebooting will wipe the slate clean and help things run quicker.
1. Reboot your PC by selecting Start > Power ( ) > Restart.
2. Try posting again.
If this resolves the issue, check your computer’s performance or restart your computer weekly.
If you are still having issues with posting, contact Clover Support at (855) 280‑4508 (available 9 AM–8 PM Eastern Time).