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ClerkHound Emergency Help Guide

Quick solutions for common issues when ClerkHound isn't working as expected. Click on any topic below to jump directly to the solution.

ClerkHound won’t load or keeps spinning

If ClerkHound won’t open, loads very slowly, or gets stuck on the loading screen, follow these steps:

1. First, verify your internet connection.
   The problem might be with your internet connection, not ClerkHound.
2. Check the ClerkHound Status Page.
   Visit status.clerkhound.com to see if there are any reported issues.
   
   • If the status page shows no active issues, return to I lost internet or Wi-Fi to check your connection.
   • If the status page shows an ongoing outage, skip ahead to How do I keep selling while ClerkHound is offline.
3. Try refreshing the page.
   Press Ctrl + F5 (Windows) or Command + Shift + R (Mac) to force a full reload.
4. Restart your browser or device.
   Close all tabs, reopen your browser, and try again. If that doesn’t help, restart your computer or tablet.
5. If ClerkHound still won’t load, and the status page reports no outage, contact ClerkHound support.

I lost internet or Wi-Fi

If ClerkHound isn’t loading, first check whether the problem is your connection — not the system.

1. Check another website.
   Try opening google.com or any other site.
   If nothing loads, your internet is likely down.
   If other sites work, skip to the next section ClerkHound won’t load or keeps spinning.
2. Check your router or modem.
   Make sure it’s plugged in and the indicator lights look normal.
   If lights are red or flashing, unplug the power for 30 seconds, then plug it back in.
3. Test another device.
   Use a phone or tablet connected to the same Wi-Fi.
   If it also can’t reach websites, the issue is with your network or Internet Service Provider (ISP).
   If it works, the problem is limited to your computer or tablet — restart it.
4. Check your internet service provider (ISP).
   Look for outage alerts on your ISP’s website or social media page, or call their support number.
5. If you need to keep selling while offline, skip ahead to How do I keep selling while ClerkHound is offline.

My card reader isn’t working or I can’t process credit cards

If your PAX or Ingenico device isn’t responding, or if payments won’t go through, follow these steps:

1. Check the ClerkHound Status Page.
   Visit status.clerkhound.com to see if there are any known issues.
   
   • If no issues are listed, continue to the next step.
   • If an outage is reported, skip ahead to How do I process offline credit payments.
2. Check the NMI Payment Gateway Status Page.
   Visit status.transactiongateway.com to confirm whether the payment network is experiencing downtime.
   
   • If NMI shows an active incident, skip ahead to How do I process offline credit payments.
   • If NMI shows no issues, continue below.
3. Check your internet connection.
   Payment terminals require a stable network. If other websites or devices can’t connect, visit I lost internet or Wi-Fi.
4. Restart your card reader and ClerkHound.
   Power off your payment terminal for 10 seconds, then turn it back on. Close and reopen ClerkHound and try again.
5. If payments still fail, note any on-screen error message and contact ClerkHound Support for assistance.

How do I process offline credit payments?

If ClerkHound or your payment terminal is unavailable but you still have internet access, you can process card payments directly through NMI’s virtual terminal.

1. Go to the NMI Virtual Terminal.
   Visit the NMI Merchant Portal and log in using your ClerkHound merchant credentials. These are different from your ClerkHound login details.
2. Enter the payment manually.
   Once logged in:
   • Select Virtual Terminal from the main menu.
   • Enter the customer’s card number, expiration date, and amount.
   • Add identifying details such as the customer name or ticket number in the description field.
   • Click Charge.
3. Confirm the result.
   
   • If the transaction is approved and ClerkHound is offline, note the authorization code or transaction ID on the customer’s ticket or receipt.
4. Record the payment in ClerkHound.
   If ClerkHound is online and available, you can immediately enter these credit payments. Otherwise, wait until ClerkHound is back online to add them.
   
   • Log into ClerkHound.
   • Open or create a new invoice for this transaction.
   • Record the payment as an Other payment type. Be sure to include the authorization code or transaction ID.
5. If you cannot access the NMI login page, your internet or the payment network may be down. In that case, wait until service is restored or accept cash/check/other payments temporarily.

I can’t log into ClerkHound

If you’re stuck on the login screen or get an error, work through these quick checks:

1. Check if ClerkHound is having an issue.
   Visit status.clerkhound.com.
   
   • If there’s an outage, try again later or see How do I keep selling while ClerkHound is offline.
   • If no issues are listed, continue below.
2. Confirm your email/username.
   Make sure you’re using the correct work email (no typos, extra spaces, or autofill mistakes).
3. Reset your password (if you might have the wrong one).
   Click Forgot Password on the login page and follow the instructions we send to your email.
   Tip: If you use a password manager, let it update the saved password after the reset.
4. Can’t get your MFA code?
   We’ll automatically fall back to email if SMS isn’t working.
   
   • Check your email inbox and spam/junk for the verification code.
   • If using SMS: confirm your phone has signal and can receive texts.
   • Codes expire quickly—request a new one if needed and use it right away.
5. Account locked or still not working?
   Too many failed attempts can trigger a temporary lock. Wait a few minutes and try again, or ask your store owner/manager to verify your access and role permissions.
6. Basic device/browser checks.
   Close and reopen your browser, then try again. If possible, test on another device or browser to rule out a local issue.
7. If you still can’t log in, take a screenshot of the error (if any) and go to I need to contact support. Who do I reach out to?

How do I keep selling while ClerkHound is offline

If ClerkHound is unavailable but you still need to serve customers, follow these steps to continue sales safely and stay organized.

1. Keep paper records for each sale.
   Use receipt paper, order forms, or a simple notepad to write down:
   • Date and time of sale
   • Customer name, phone number, and email address
   • Items sold and quantities
   • Prices and total amount
   • Payment type (cash, card, check)
   Tip: Number each offline ticket to make re-entry easier later.
2. Accept payments manually.
   If you have internet access but ClerkHound’s payment functions are down:
   • Follow How do I process offline credit payments to run cards manually using the NMI virtual terminal.
   • For cash sales, record the payment and provide a handwritten receipt if possible.
3. Store all notes and receipts safely.
   Keep all paper tickets together until ClerkHound is back online. This will help prevent missed or duplicate entries later.
4. Re-enter sales into ClerkHound once it’s back online.
   When the system is restored:
   • Create each sale or invoice based on your paper records.
   • Verify that manual credit transactions processed through NMI appear in ClerkHound reports.
   • Double-check totals and correct any discrepancies.
5. After everything is caught up, review your Reports → Payment Details and Reports → Sales Report in ClerkHound to confirm all data is complete.

I want to prepare for future outages

A little preparation goes a long way when something unexpected happens. Follow these tips to make sure you can keep running smoothly during a future outage.

1. Bookmark important links.
   Keep these in your browser favorites or printed near your register:
   • ClerkHound Status Page
   • NMI Virtual Terminal
   • ClerkHound Knowledge Base
   • This Emergency Guide (bookmark or print it)
2. Record your essential credentials.
   Store login details for the NMI Virtual Terminal and ClerkHound in a secure place that your store manager or owner can access during an emergency.
   Tip: We strongly advise our merchants use a good quality password manager.
3. Print or save a few blank paper order sheets.
   Keep paper and pens near your checkout area for manual sales if systems go down.
4. Know your backup payment process.
   Make sure staff know how to:
   • Use the NMI Virtual Terminal (How do I process offline credit payments)
   • Record offline sales (How do I keep selling while ClerkHound is offline)
   • Check for internet issues (I lost internet or Wi-Fi)
5. Keep contact info handy.
   Post a small sheet near the register with:
   • Your ISP’s phone number
   • ClerkHound Support contact info
   • Your NMI merchant support number
6. Review this plan with your team.
   Make sure every employee knows where to find this guide and how to act quickly if something stops working.

I need to contact support. Who do I reach out to?

If you’ve gone through the basic troubleshooting steps and still need help, we’re here for you.

1. Email ClerkHound Support.
   Send a message to support@clerkhound.com.
   Include as much detail as possible so we can help quickly:
   • Your store name and location
   • A short description of what’s happening
   • When the issue started
   • Any error messages you see
   • Steps you’ve already tried
2. Attach a screenshot if possible.
   If you can, include a screenshot or photo of the screen or error message — it helps us identify the problem faster.
3. If ClerkHound is completely down,
   note that email responses may take slightly longer. Continue operations using:
   • How do I keep selling while ClerkHound is offline
   • How do I process offline credit payments
4. For urgent issues,
   include the word “URGENT” in your subject line — this flags your message for immediate review.

Support Email: support@clerkhound.com
Hours: Monday–Friday, 9:00 AM – 6:00 PM Eastern Time