Card Payment/Card Addition Errors - Troubleshooting for Clover merchants

When clients add Cards on File or a charge is processed, this is all done through Clover since Clover is your connected payment provider. Cojilio simply facilitates the Clover functionality. Therefore, we do not have control over the addition of a Card or if a Card is charged unsuccessfully, as this is managed by Clover.

There could be several reasons for a client's payment failure or an error when trying to add a Card on File, such as an incorrect postal code or settings in your Clover Dashboard. To try to resolve these issues, please follow these troubleshooting steps:

Route #1:

Have the client re-try with a different Postal Code or you can remove the Postal Code/Address check in your Clover Dashboard:

1. In your Clover Dashboard, go to Account & Setup in the left-hand side menu
2. Click on Transactions
3. Under Payment Options, enable "External PIN Debit"
4. In your Clover Dashboard, go to Account & Setup
5. Under Ecommerce, click Fraud Tools
6. Under Address Verification System, uncheck everything with "Postal Code":

Route #2:

1. In your Clover dashboard go to Account & Setup in the left-hand side menu
2. Click on Fraud Tools then look for Transaction Amount and Velocity limits
3. You can try to increase the limits, please try to change them to the following:
   1. Please set Number of transactions per card to  greater than 100 during 1 day for all transactions.
   2. Please set Number of transactions per IP to  greater than 500 during 1 day for all transactions. 
      
      

If clients continue to receive errors, please contact the Cojilio Support Team at [e-mail] with all relevant details (client name, date and time of the booking attempt, error message received, etc.), and we will investigate further.