Troubleshooting: Credit Card Readers

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

Table of Contents

iPP320 Ethernet Card Reader

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iCMP Bluetooth Card Reader

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iDynamo Card Reader

iDynamo acting up? You’ve come to the right place. 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 for your specific card reader.

Could not connect to gateway / 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 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 iPad is connected to the correct network.

    If it is 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.

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

This error can occur for a few different reasons, like an input error or poor internet connection.

  1. If the error occurs while swiping cards, check that you purchased your card reader 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 "Could not connect to gateway".

    The iPad 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 your account.

No Payment Processor Found

In most cases, this error appears when your 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.

Invalid processor credentials

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

Decline

Decline means 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.

Not a Credit Card

Not a Credit Card 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 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.

Fail

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.

Field Format Error

Field Format Error means the Expiration, Billing ZIP, or CVV were entered incorrectly on a manual transaction.

  1. Go back and re-enter the card information.
    • For Discover, MasterCard, & Visa: CVV is the 3 digits on the card’s back next to the card’s last 4 digits.
    • For American Express: CVV is 4 digits on the card’s front, usually above the card number.

InvalidDecryptedTrack

This may appear if the iPad is 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 Entry. Credit card number must be...

This error means there was a problem with the Credit Card # entered for a manual credit transaction.

  1. Re-enter the credit card number.

    Card numbers must be at least 15 digits and begin with a 1, 2, 3, 4, or 5.

Invalid Account Number

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

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

A problem has occurred, please try another card / unable to process card.

These errors can occur when an employee swipes something other than a ShopKeep gift card after tendering a sale as Gift Card.

  1. Swipe a valid ShopKeep gift card.
  2. If the card swiped was a credit card, tender the sale as Credit and swipe again.

The transaction has timed out...

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

  1. If the problem persists, follow the troubleshooting steps for "Could not connect to gateway".
  2. Contact Customer Care for further assistance.

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