Use this guide to diagnose and solve issues relating to the iPP320 credit card reader.
Check out our handy setup guide if you just need help getting it set up.
Table of Contents
- Setup Issues
- The connection cable is too short to reach my router. What're my options?
- I don't have any open ports on my router. What should I do?
- I’ve setup my iPP320 and powered it on, but the screen remains blank.
- The iPP320 does not appear on the "Card Readers" screen.
- iPP320 shows up on the "Card Readers" screen, but has a red X.
- I’m trying to connect two iPads to the same iPP320, but the device will not connect.
- I want to connect my iPP320 to a different register, but it doesn't show up on that register's "Card Readers" screen.
Follow these steps to evaluate what may be going on with the card reader.
- Follow the Setup guide to make sure you’ve connected all the cords properly.
- Make sure there is no physical damage, especially to the cables.
- Try plugging a different device into the same outlet to make sure the outlet is giving power.
iPP320 still not showing up? Follow these steps:
1 Unplug the reader from power.
2 Force close ShopKeep.
3 Plug the reader back into power. Wait for “ShopKeep” to appear on its screen.
4 Open the ShopKeep app and attempt setup again.
Common Error Messages
This section covers common errors related to processing transactions with the iPP320 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 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 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.
iPP320 Device Errors
This section covers error messages that may appear on the screen of the iPP320 itself.
These errors indicate a hardware or software problem with the device. Contact ShopKeep Customer Care for further assistance.
This card reader can stay powered on indefinitely. If you need to turn it off at some point, just unplug the adapter from power.