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