Troubleshooting: Credit Card Readers

Check out the troubleshooting help for our supported credit card readers.

Table of Contents

iPP320

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completeshopkeep

iCMP

Is your iCMP giving you the run around? Click below for help.

ShopKeep-Ingenico-ICMP

iDynamo

iDynamo acting up? You’ve come to the right place. Click below for help.

Shopkeep iPad Credit Card Swiper iDynamo 5

Common Error Messages

The errors below are common messages you may encounter in ShopKeep while processing credit or gift cards. For issues not listed here, visit the troubleshooting guide for that specific card reader.

Click each error for more information.

Couldn't connect to gateway / Can't reach payment processor

These two errors occur as the result of the iPad having poor or no internet connectivity.

1 Press the iPad’s home button to exit ShopKeep.

2 Open the Safari web browser and perform a Google search.

  • If search results load, force quit and re-open ShopKeep, then run the transaction again.
  • If search results do not load, follow these additional steps:

3 Open Settings and tap Wi-Fi.

4 Check if the iPad is connected to the correct network. If not, switch it to the right one, force quit ShopKeep, and try the sale again.

5 If the problem persists, troubleshoot the router or contact your Internet service provider for help.

Error communicating with processor

This error is different from “Couldn’t connect to processor” and most often indicates an issue with how the account’s setup. Contact ShopKeep Customer Care for assistance.

No Payment Processor Found

This message appears when a ShopKeep account is not set up for credit card processing.

1 Contact your Point of Sale Specialist to sign up for ShopKeep Payments.

2 Have an existing credit card provider? Ask them to fill out our boarding form.

3 If you received an email stating the account is boarded, close the shift and open a new one.

Invalid processor credentials

This error means there is a problem with how the account is set up. Contact ShopKeep Customer Care for help.

Decline

“Decline” means the attempted charge was refused by the customer’s bank.

1 Tap Retry to try charging the card again.

2 If declined, have the customer contact their bank or finish the sale with a different card / tender.

Not a Credit Card

The “Not a Credit Card” message appears when an employee swipes something other than a credit card, like a gift card. It can also occur if a credit card’s magnetic strip is faulty or damaged.

1 Swipe a valid credit card.

2 If the swipe fails, try to manually enter the card information.

3 If the card is a ShopKeep gift card, tender the sale as Gift Card and swipe again.

4 If the problem persists, contact ShopKeep Customer Care for further assistance.

Fail

This errors appears if the card reader was not purchased from ShopKeep or is no longer functional.

1 Make sure the reader was purchased directly from our hardware site.

2 Contact ShopKeep Customer Care for further assistance.

Field Format Error

This error appears when the CVV, Expiration Date, or Billing ZIP is entered incorrectly for a manual credit transaction.

1 Go back and re-enter the card information.

InvalidDecryptedTrack

This may appear if the iPad is running an old version of ShopKeep or if the swiper is no longer functional.

1 Update ShopKeep and try the transaction again.

2 If the problem persists, contact ShopKeep Customer Care for help.

Invalid Entry. Credit card number must be a valid credit card number / at least 15 digits.

This error means there was a problem with the Credit Card # entered for a manual credit transaction.

1 Re-enter the credit card number.

Invalid Account Number

This is another error that signals an issue with the Credit Card # for a manual credit transaction.

1 Tap Try a Different Card.

2 Re-enter the credit card information.

A problem has occurred, please try another card / unable to process card.

These errors can occur when an employee swipes something other than a ShopKeep gift card after tendering a sale as Gift Card.

1 Swipe a valid ShopKeep gift card.

2 If the card swiped was a credit card, tender the sale as Credit and swipe again.