Troubleshooting: Credit Card Readers

Sometimes credit card readers disconnect, run slowly, or display processing errors. Select a card reader below to begin troubleshooting or go directly to one of the common error messages.

Table of Contents

iPP Series Ethernet Card Reader

Don’t stress. Let us help solve your iPP320/iPP350 issues. Click the link below for help.

iCMP Bluetooth Card Reader

Is the iCMP giving you the run around? Click below for help.

iDynamo Card Reader

iDynamo acting up? You’ve come to the right place. Click the link below for help.

Clover All-in-One Card Reader and Printer

Don’t stress. Let us help solve your Clover device issues. Click the link below for help.

Common Error Messages

Here are some common errors you may encounter in ShopKeep while processing credit or gift cards. For any issues not listed here, visit the troubleshooting guide above for your specific card reader.

Couldn't connect to gateway / Can't reach payment processor

These two errors occur as the result of the register having poor or no internet connectivity.

  1. Press the register's home button to exit ShopKeep.
  2. Open a web browser (Safari, Firefox, etc.) 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:
  3. Open Settings and tap 'Wi-Fi'.
  4. Check if the register is connected to the correct network.
    • If the register is connected to the correct network, reboot the device and try the sale again.
    • If it is not, switch to the right one, force quit ShopKeep, and try the sale again.
  5. If the problem persists, reboot the router or contact your internet service provider for help restoring the internet connection.

Visit our Best Practices guide for tips to reduce network connectivity issues to ensure the most reliable ShopKeep experience.

No Payment Processor Found

In most cases, this error appears when an 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 is boarded, close the shift and open a new one.

Error communicating with processor

This error is different from “Couldn’t connect to processor” and most often indicates an issue with how the account is set up. Contact ShopKeep Customer Care for assistance.

Gateway Error / Communication With Processor Failed

These errors can occur for a few different reasons, such an input mistake or poor internet connection.

  1. If the error occurs while swiping cards, check that the card reader was purchased from ShopKeep.

    Only card readers purchased from ShopKeep will work properly.

  2. If the error occurs while manually entering a card, re-enter the card information.

    You may have made a mistake while keying in the card number.

  3. If the problem persists, follow the troubleshooting steps for "Couldn't connect to gateway".

    The register may have a poor connection to the internet.

  4. Contact Customer Care for further assistance.

    If the above steps fail, there could be a problem with the account.

Invalid processor credentials

This error suggests a problem with how the account is set up. Contact Customer Care for help.

Card declined / Decline

Card declined and Decline both mean 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 to a different tender.

Activating Card Reader

The Activating Card Reader error appears when the ShopKeep app has difficulty connecting to an iCMP or iPP series credit card reader. Visit one of the guides below for steps to troubleshoot your specific reader:

  • iCMP Troubleshooting
  • iPP320/iPP350 Troubleshooting
  • Not a Credit Card / Please Try Another Card / Unable to Process Card.

    These errors appear when an employee swipes something other than a credit card, such as a gift card, after selecting the ‘Credit’ tender. It can also occur if a credit card’s magnetic strip is 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. Contact Customer Care for further assistance.


    This error 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 Customer Care for further assistance.

    Invalid Entry / Field Format Error

    These errors mean either the Credit Card #, Expiration Date, Billing ZIP, or CVV were entered incorrectly for a manual credit transaction.

    1. Go back and re-enter the card information.
      • Most credit card numbers are at least 14 digits and begin with 2, 3, 4, 5, or 6.
      • For Discover, MasterCard, & Visa: CVV is the 3 digits on the back of the card next to its last 4 digits.
      • For American Express: CVV is 4 digits on the front of the card above the card number.


    This may appear if you are running an old version of ShopKeep or if the reader is no longer functional.

    1. Update ShopKeep and try the transaction again.
    2. If the problem persists, contact ShopKeep Customer Care for help.

    Invalid Account Number

    This is another error that signals an issue with the Credit Card # entered for a manual credit transaction.

    1. Tap 'Try a Different Card'.
    2. Re-enter the credit card information.

    The Transaction Has Timed Out...

    Like a few other errors on this page, this one is often the result of a poor internet connection.

    1. Contact Customer Care for help with this error.

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