This guide will help you identify and resolve issues that may arise while using the Ingenico iCMP Credit Card Reader. If this is your first time setting up the iCMP, check out our setup guide.
Table of Contents
- Issues without Error Messages
This section focuses on issues that could arise while attempting to pair the iCMP with the iPad.
1 If your iPad asks for a PIN, tap Cancel.
2 Tap the black F key four times in rapid succession.
3 Pair the iCMP with your iPad.
The entire PIN number needs to be entered within one minute of initiating the pairing request or you will encounter this error.
1 Tap OK.
2a If the iCMP still displays the PIN, wait a few moments for the iPad to ask for it again and reenter the PIN.
2b If the iCMP displays “BT Pairing Required,” start the pairing process over.
Still unable to pair? Try tapping the next to the name of the device, then forget the device. Repeat the pairing process.
Common Error Messages
This section covers common errors related to processing transactions with the iCMP in ShopKeep. Visit our Credit Card Readers Troubleshooting homepage for any errors not listed here.
This means the 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.
These 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 results load, force quit and re-open ShopKeep, then run the credit transaction again.
- If search results do not load, follow these additional steps:
3 Open Settings and tap Wi-Fi.
4 Check that the iPad is connected to the correct network. If not, switch 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.
“Decline” means the attempted charge was refused by the customer’s bank.
1 Tap Retry to try charging the card again.
2 If declined again, have the customer contact their bank or finish the sale with a different card / tender.
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.
iCMP Device Errors
This section covers error messages that may appear on the screen of the iCMP itself.
These errors indicate a hardware or software problem with the device. Contact ShopKeep Customer Care for assistance.
Issues without Error Messages
This section covers unusual behavior that is not accompanied by an error message.
- Verify that the magnetic strip on the card is facing up as you slide it through the reader.
- If you’re swiping it correctly, there could be a problem with the card. Try using a different credit card.
- If multiple cards exhibit the same behavior, force quit the ShopKeep app.
1 Open the iPad’s Settings app and tap Bluetooth.
2 Look for “Ingenico” under My Devices. Most likely, its status will be “Not Connected.”
3a If the iCMP screen displays “BT Pairing Required,” proceed by pairing the device again with your iPad.
3b If the iCMP screen displays “ShopKeep,” tap the F key four times in rapid succession. Then, proceed by pairing the device again with your iPad.
1 Tap the Credit button in ShopKeep. Does the ShopKeep app also display “Swipe or Tap Card”?
If it does, click here.
2 Cancel the transaction in ShopKeep. The iCMP should return to the ShopKeep screen.
If it does not, click here instead.
2 Double press your iPad’s home button.
3 Use one finger to swipe the ShopKeep app up toward the top of your screen. It should disappear.
4 Reopen ShopKeep on the iPad. The iCMP should now display the ShopKeep screen.
5 If the iCMP is still stuck on “Swipe or Tap Card,” reboot it by holding the button above its micro USB port.
6 Run a credit or gift card transaction to make sure everything is working as expected.