Setup Issues

The connection cable is too short to reach my router. What’re my options?

We recommend using an ethernet cable with a coupler to extend your reach; our Extender Pack includes both! Connect the ethernet cable and the iPP320’s connection cable to the coupler. Then, plug the other end of the ethernet cable into your router and complete setup.

I don’t have any open ports on my router. What should I do?

If possible, disconnect a device to free up a port. The credit card reader functions best when connected directly to your router. If that’s not an option, use the Netgear WN2500RP wireless range extender to repeat your connection.

I’ve setup my iPP320 and powered it on, but the screen remains blank.

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. 

The iPP320 does not appear on the “Card Readers” screen.

  • Check that the reader is powered on. If it’s not, see above.
  • Make sure the iPP320 is connected to your router, NOT your modem.
  • Open the iPad Settings app and verify you’re on the same WiFi network as the reader.

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.

iPP320 shows up on the “Card Readers” screen, but has a red X.

1 Tap Disconnect.

SK-Card-Readers-Disconnect

2 Press Refresh.

SK-Card-Readers-Refresh

3 Choose iPP320 to reconnect.

SK-Card-Readers-iPP320

I’m trying to connect two iPads to the same iPP320, but the device will not connect.

The iPP320 can only connect to one iPad at a time. Disconnect the reader from the register that’s using it. Then, set it up on the other register.

I want to connect my iPP320 to a different register, but it doesn’t show up on that register’s “Card Readers” screen.

That’s because the iPP320 can only be connected to one iPad register at a time. Just follow the steps to disconnect the reader from the register that’s using it. Then, you can set it up on any register you like.

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.

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

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.

ShopKeep returns a “Couldn’t connect to processor” or “Can’t reach payment processor” error when I attempt a transaction.

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.

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

“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.

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.

iPP320 Device Errors

This section covers error messages that may appear on the screen of the iPP320 itself.

My iPP320 displays the error “This Lane Closed.”

Just restart the PP320 to solve this problem and get back to business

1 Hold the yellow key and the [.,#*] keys at the same time until the iPP320 reboots.

iPP320-Reset-Keys

2 Run the transaction again.

My iCMP displays the error “Alert Irruption” or “Ready to Download”.

These errors indicate a hardware or software problem with the device. Contact ShopKeep Customer Care for further assistance.

Miscellaneous Issues

The reader doesn’t prompt me to swipe/tap a card when I run a credit transaction in ShopKeep.

If this happens the first time you use the iPP320, check that you followed all the steps in our setup guide. Otherwise, continue below:

1 Force quit the ShopKeep app.

2 Reopen ShopKeep.

3 Run the transaction again.

How do I turn off the iPP320?

This card reader can stay powered on indefinitely. If you need to turn it off at some point, just unplug the adapter from power.