Common Error Messages

This section covers common errors related to processing transactions with the iDynamo in ShopKeep. Visit our Credit Card Readers Troubleshooting homepage for errors not listed here.

ShopKeep displays the error “No Payment Processor Found” when I try to charge a credit card.

No-Processor-Found

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.

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

After I swipe a card, ShopKeep displays “Couldn’t connect to processor” or “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 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 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.

Couldnt-Connect-Processor

I swiped a customer’s credit card and it was declined. What’s going on?

Credit-Card-Declined-1

“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.

ShopKeep says “Error communicating with processor” when I run a credit transaction.

This error is different from “Couldn’t connect to processor”. It most often indicates an issue with how the account is set up.

Contact ShopKeep Customer Care for assistance.

Credit-Error-Communicating

Why do I get a “Fail” message when I swipe a card?

This error appears if the iDynamo 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.

How can I fix an “InvalidDecryptedTrack” error?

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.

I receive the “Not a Credit Card” error when I swipe a card through the reader.

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.

Issues Without Error Messages

If you experience unusual behavior that is not accompanied by an error message, continue reading below.

I run a credit card or gift card transaction and ShopKeep prompts me to swipe a card, but, when I swipe a card nothing happens.

This can happen if a card isn’t swiped properly or if the magnetic strip has excessive wear that prevents the iDynamo from reading it.

  • Check that you’re swiping the card with its magnetic strip facing down and toward the iPad. Make sure the entire strip is being swiped through the iDynamo.
  • Try using a different card or manually enter the card information to complete the sale.

When I tender a transaction as Credit or Gift Card, ShopKeep immediately asks me to manually enter the card details and won’t allow me to swipe.

You are forced to manually key in card information when ShopKeep and your iPad think the iDynamo is disconnected.

Attempt these steps and check after each if the issue is resolved:

  • Unplug the iDynamo, check that you have the correct adapter sleeve connected to the reader (if applicable), reconnect the iDynamo to your iPad.
  • Force quit and reopen the ShopKeep app.
  • Restart your iPad and open ShopKeep.
Manual-Card-Entry

This will also happen if your iDynamo is not encoded for use with ShopKeep. If the problem persists beyond these steps, make sure your iDynamo was purchased directly from ShopKeep before contacting Customer Care.

Miscellaneous Issues

This section covers miscellaneous issues not suited for the categories above.

The iPad won’t recognize the card reader.

Verify that the iDynamo was purchased directly from us to make sure it’s encrypted properly for ShopKeep. 

If the swiper was purchased directly from ShopKeep, unplug it from the ipad, force quit the ShopKeep app, shut down the iPad, then plug the card reader back in. Turn the iPad on and relaunch the app.

My iPad doesn’t charge properly when I plug my cable into the iDynamo.

This could be caused by a problem with your power adapter, power outlet, micro USB cable, or iDynamo. Click each of the items below in the order listed for more information on what to check with each and how to troubleshoot.

Power Adapter / Outlet

  • Check that the micro USB cable plugged into the iDynamo is connected to the white power adapter that came with your iPad. Other power adapters may not provide enough energy to charge the device.
  • Try plugging the power adapter into a different wall outlet to test if the outlet itself could be the problem.

Micro USB Cable

  • Connect a different micro USB cable that you know works. If it charges the iPad, then you know the original cable is broken.
    • Alternatively, use your existing cable to charge a different device (like a cell phone). If you experience problems charging the second device, the cable is your problem.
  • Leaving your cable plugged into the iPad while rotating your stand can cause stress on the cable and iDynamo. To help mitigate potential issues, unplug the cable before rotating your stand or only plug it in when the iPad needs to be charged.

iDynamo

  • If the Power Adapter / Outlet and Micro USB Cable sections do not help: unplug the iDynamo and try to charge the iPad by plugging a 30-pin or Lightning cable directly into its charging port.
  • If the iPad charges with its own cable, the problem could lie with your iDynamo. Contact Customer Care for further assistance.
  • If the iPad still won’t charge, there may be an issue with its charging port. Contact Apple for more help.

I lost the adapter sleeves that came with the iDynamo.

Purchase replacement adapter sleeves directly from the ShopKeep hardware site. Make sure to select the correct set of adapters (iDynamo 4 or iDynamo 5).