Clover Tampered Device FAQs
PCI dictates that PIN-entry devices need to detect if they have been tampered, and if so, lock the ability to take PIN-entry transactions. This can happen for a number of reasons, such as having a credit card skimmer applied to the device or someone attempting to break the device open. This can also happen if the device is dropped hard enough.
What error message will I see if my device has been tampered?
There are three potential screens that you may see if your Clover Mobile or Clover Mini device detects a tamper:
- In the Setup Wizard, you may be automatically directed to the Get Help screen with the error “Device tampered, return to manufacturer”
- In the Setup Wizard, in a rare case you may also see a “Tamper Detected” screen
- If the device detects a tamper after you have activated your device, it will display the following error in the Sale, Refund, Voice Auth, Phone Sale, Authorizations, and other apps: “TRANSACTION FAILED: DEVICE TAMPER DETECTED PLEASE RETURN THIS UNIT”
What does it mean if my device has been tampered?
Clover devices come with sensors that are used to detect tampering, misuse, or harm of your device. Our Clover devices will disable PIN entry acceptance for your and your customers’ security when our devices detect a tamper. You will still be able to accept transactions that do not require PIN entry and use your device for everything else you currently use to run your business.
NOTE
In unlikely cases, shaking and dropping may cause the sensors to detect a tamper.
How do I get a replacement device?
If a tamper message is displayed, you will receive an email from Clover that a tamper has been detected. If you would like to accept PIN transactions, including EBT, we will be happy to send you a replacement device. To request a new replacement device, have an admin or manager go to Setup > Payments > PIN Entry on your current device or call Customer Support. If the device is still in the warranty period, then the replacement device is free of charge. Shipping and handling fees may apply.
When your new device ships, you’ll receive a notification email from Clover Support (app@clover.com) that will contain your activation code as well as the tracking information for your shipment. Please activate your new device as soon as it arrives and return the original in the box in which you received the replacement device. A mailing label for the return will be included in the box.
NOTE
EU ONLY: When a tamper is detected, you will be contacted by Clover Support to arrange a replacement device. Your device will not be able to process any card payments. If you are not contacted, call Customer Support or request a replacement device (see above instructions).
When you receive the replacement device you will be requested to hand over the tampered device to the driver.
Can I turn off the tampered message?
No. The only way to remove the tampered message is to return the device for a new one.
If my device is tampered, can I still take transactions?
Yes, Once a device is tampered, any transactions requiring PIN entry are locked. You can still accept transactions that do not require a PIN.
Why is it safe to take payments when my device has been tampered?
The device is still secure and payments can be made even after a tamper occurs. The same protection mechanisms such as encryption and anti-tampers are still working to protect cardholder data when processing payments. However, the most sensitive type of transactions involving PIN-entry payments are disabled.
NOTE
EU ONLY: Card transactions will be disabled. Other tenders such as cash and check will be accepted.
Can I keep my device until I receive the new device?
Yes. You can still accept transactions that do not require a PIN. You can also use your device for everything else to run your business, such as taking orders, report generation, or syncing with your other Clover devices.
NOTEEU
EU ONLY: Yes. You can still use your Clover device as you would normally except that card transactions will be disabled. Other tenders such as cash and check should be OK.
How do I recognize and prevent tamper?
Inspect your Clover Device. You should also check the PCI website for best practices, but here is a partial list of things to look for:
- The exterior of the device shows evidence of cutting, disassembly, broken seals, broken ports
- There are unusual wires or overlays connected inside the chip card slot, on or near the PIN-entry area
- Wires are loose or connector broken
- The number of connections to the device are different
- The cables are a different color
- There are apparent changes to the resistance when inserting or removing a card from the chip card slot (Clover Mobile/Mini only).
- Your device is in a different location
- Your device has scratches especially around the seams of the terminal window display
- Clover labels not present or show signs of peeling
If you have any questions or suspect your device has been tampered, call Clover Support and request a replacement.