iCMP Credit Card Reader Troubleshooting

This guide will help you identify and resolve issues that may arise while setting up and using the iCMP Bluetooth Credit Card Reader. If this is your first time setting up the iCMP, visit our setup guide.

Table of Contents

Pairing Issues

This section focuses on issues that can arise while attempting to pair the iCMP with the iPad.

The iCMP won't display 'BT Pairing Required'.

If the iCMP’s screen displays the ShopKeep logo instead of ‘BT Pairing Required’, it may already be paired with the iPad. Follow the steps below to determine if the reader is paired and resolve the issue.

  1. On the iPad, open Settings and tap 'Bluetooth'.
  2. If the iPad asks for a PIN, tap 'Cancel' and skip to step 4.
    Click to Enlarge
  3. Check to see if the iCMP is listed under 'My Devices'.
    • If the iCMP is ‘Connected’, open the ShopKeep app to begin using it with the register.
    • If the iCMP is ‘Not Connected’, check to make sure it is powered on.
    • If the iCMP does not appear on this screen, go to step 4.
    Click to Enlarge
  4. On the iCMP, press the 'F' key four times in quick succession.
  5. Pair the iCMP with the iPad.

“Pairing Unsuccessful. Pairing took too long.”

This error message appears on the iPad when the iCMP pairing PIN is not entered in time. The entire PIN must be entered within one minute of initiating the pairing request.

  1. Tap 'OK' to dismiss the error.
  2. On the iCMP, press the red button to cancel the pairing process.
  3. Wait for 'BT Pairing Required' to appear on the iCMP's screen.
  4. Press the F1 button to restart the pairing process.

    Still unable to pair? Unpair the iCMP, then repeat the pairing process.

My iPad is not listed as an available device on the iCMP.

This issue usually occurs if Bluetooth is disabled on the iPad or if the iPad is outside the iCMP’s physical range.

  1. Check to see if Bluetooth is disabled on the iPad.

    If it is off, switch it on. The iPad should appear as an available device on the iCMP in a few moments.

    Click to Enlarge
  2. Leave the iPad's Bluetooth Settings screen open.

    The iPad only appears as an available device on the iCMP when this screen is open.

  3. Make sure the iPad is set up near the iCMP.
  4. Make sure there are no major barriers obstructing the line of sight between the iPad and iCMP.
  5. If the problem persists, hold the iCMP's power button for two seconds to reboot the reader.

How do I unpair the iCMP from my iPad?

Unpair the iCMP to use it with a different register, if asked by a Customer Care advisor, or as a troubleshooting step to help resolve a stubborn issue.

  1. On the iPad, open the Settings app and tap 'Bluetooth'.
  2. Tap the blue ⓘ next to the iCMP device.
    Click to Enlarge
  3. Tap ‘Forget this Device’.
    Click to Enlarge
  4. Tap 'OK' to confirm.
  5. On the iCMP, press the 'F' key four times in quick succession.

    ‘BT Pairing Required’ should now be on screen. If it is not, repeat step 5.

  6. (Optional) Re-pair the iCMP with this iPad or another iPad.

Common Error Messages

This section covers common errors related to processing transactions with the iCMP in ShopKeep.

"No Payment Processor Found"

This error message means 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 submit our boarding form.
  3. If you received an email stating the account was boarded, close the shift and open a new one.

“Couldn’t connect to gateway/processor” or “Can’t reach payment processor”

These 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 Safari and perform a Google search.
  3. Follow the specific steps below that reflect whether search results loaded.
  • If search results loaded, follow these additional steps:
    1. Force quit the ShopKeep app.
    2. Reopen ShopKeep.
    3. Run the transaction again.
  • If search results did NOT load, follow these additional steps:
    1. Open Settings and tap ‘Wi-Fi’.
    2. Check if the iPad is connected to the correct network.

      If the iPad is connected to the wrong network, switch it to the right one. Then, force quit ShopKeep and try the sale again.

    3. Make sure your network follows all recommendations in our Best Practices guide.
    4. If the problem persists, reboot the router or contact your internet service provider for help restoring the internet connection.

    "Card declined" or "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 again, have the customer contact their bank or finish the sale with a different card or tender.

    “InvalidDecryptedTrack”

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

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

    “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.

    1. Contact Customer Care for assistance.

    "Gateway error" or "Communication with processor failed"

    These errors can occur for a few different reasons, such as using an unsupported card reader.

    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.

      There may have been a mistake while keying in the card number.

    3. If the problem persists, contact Customer Care for further assistance.

    "Invalid processor credentials"

    This error suggests a problem with how the processing account is set up.

    1. Contact Customer Care for help.

    "Not A Credit Card", "Please Try Another Card", Or "Unable To Process Card"

    These errors appear when an employee swipes something other than a credit card after tendering a sale to ‘Credit’. It also occurs if a credit card’s magnetic strip is damaged and cannot be read by the card reader.

    1. Swipe a valid credit card.
    2. If the swipe fails, 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 with multiple cards, contact Customer Care.

    "Activating Card Reader"

    This message indicates an issue in the Bluetooth connection between the iCMP and iPad.

    1. Disable auto-lock on the iPad.
    2. Force quit the ShopKeep app, then open ShopKeep back up.
    3. In ShopKeep, open the Control Panel and tap 'Hardware Setup'.
    4. Follow the specific steps below that reflect whether the iCMP appears on the screen.
      Click to Enlarge
  • If the iCMP appears on the ‘Card Readers’ screen:
    1. Tap ‘iCMP’ and wait for a green checkmark to appear.
  • If the iCMP does NOT appear on the ‘Card Readers’ screen:
    1. Unpair the iCMP from the iPad.
    2. Hold the iCMP’s power button for two seconds to reboot the reader.
    3. Once the iCMP is powered back on, pair it with the iPad.

      If the iCMP displays BT Pairing Required: pair the reader with the iPad.
      If the iCMP displays ShopKeep: quickly tap the iCMP’s ‘F’ button 4 times, then pair the reader.

    "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. If the iCMP was purchased from ShopKeep, contact Customer Care for help.

    "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.

    "Card Reader Firmware Update"

    This message indicates a firmware update is available for download to improve the connectivity and reliability of the card reader. The update can be completed when the prompt occurs or after business hours.

    1. Tap ‘Update Now’ on the prompt or ‘Update Device’ from Hardware Setup.
      Click to Enlarge
    2. Wait for the update to complete.

      The update takes about 10 minutes. Do NOT touch the iPad or iCMP while the update is in progress.

      Click to Enlarge

    "Invalid entry", "Field format error", or "Invalid account number"

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

    1. Tap 'OK' or 'Try a Different Card'.
    2. 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 the 4 digits on the front of the card above the card number.

    iCMP Device Errors

    This section covers error messages that can appear on the screen of the iCMP itself.

    "This Lane Closed"

    Just restart the iCMP to solve this problem and get back to business.

    1. Hold the iCMP’s power button for two seconds to reboot the reader.
    2. Pair the iCMP with the register.

      Visit our iCMP setup guide to learn how to pair the device with a register.

    3. Run the transaction again.

    "Alert Irruption" or "Waiting for Download"

    Alert irruption indicates a physical hardware issue and Waiting for download is a software issue. In either case, contact Customer Care for help.

    Miscellaneous Issues

    This section covers miscellaneous issues unrelated to the sections above.

    My iCMP will not power on.

    If the iCMP does not power on, chances are that its battery is not charged. Follow the steps below to charge the device.

    1. Charge the iCMP for at least 3 hours with the included power adapter.

      Do NOT use an iPad charger. The iCMP takes about 6 hours to reach 100% charge.

    2. Hold the iCMP’s power button for two seconds to turn on the reader.

    I'm having problems accepting Apple Pay.

    If you set up Apple Pay but have trouble using it at the register, follow these steps to troubleshoot the issue.

    1. If an error message appears in ShopKeep or on the iCMP, follow the steps for that specific error.
    2. Have the customer hold their device closer to the iCMP.

      They must hold their device within 1″ of the reader.

    3. Check if the customer is using a compatible Apple Pay device.

      Visit Apple Support for a list of devices supported for Apple Pay.

    4. Make sure the customer has set up Apple Pay on their device.

      Visit Apple Support to learn how to set up Apple Pay on an eligible device.

    5. Ask the customer to restart their device, then try processing the transaction again.

      Visit Apple Support for the steps to restart an iPhone or Apple Watch.

    Nothing happens when I swipe a card.

    If the iCMP prompts for a swipe but does not respond after a card is swiped, follow the steps below to resolve the issue.

    1. Make sure the transaction was tendered as 'Credit' in the ShopKeep app.
    2. Swipe the credit card through the iCMP with its magnetic stripe facing up.
    3. If the problem persists, try a different card.
    If multiple credit cards exhibit the same behavior, follow the additional steps below:
    1. Force quit the ShopKeep app.
    2. Unpair the iCMP from the iPad.
    3. Pair the iCMP with the iPad.
    4. Open ShopKeep and run the transaction again.

    My iCMP is connected via Bluetooth, but the ShopKeep 'Card Readers' screen displays a red X.

    This problem occurs when the ShopKeep register app fails to recognize that the iCMP is paired with the iPad.

    1. Unpair the iCMP from the iPad.
    2. Hold the iCMP’s power button for two seconds to reboot the reader.
    3. After the iCMP turns back on, pair it with the iPad.
    4. In the ShopKeep app, open the Control Panel and go to the 'Card Readers' screen.
      • If there is a green check next to the iCMP on this screen, troubleshooting is complete.
      • If there is still a red X next to the iCMP, follow the additional steps below.
    5. Repeat steps 1-2 above.
    6. Power the iPad completely off, then turn it back on.
    7. Open the iPad's Settings app and tap 'Bluetooth'.
    8. Toggle the Bluetooth setting off, then turn it back on.
      Click to Enlarge
    9. Pair the iCMP with the iPad.

    ShopKeep displays the Manual Card Entry screen.

    When the Manual Card Entry screen appears after tapping the ‘Credit’ tender, it means the ShopKeep app does not detect a connected card reader.

    1. Open the iPad’s Settings app and tap 'Bluetooth'.
    2. Look for the iCMP under 'My Devices'.
      • If the iCMP is ‘Connected’, proceed to step 3.
      • If the iCMP is ‘Not Connected’, check to make sure it is powered on.
      • If the iCMP does not appear on this screen, pair the iCMP with the iPad.
      Click to Enlarge
    3. In the ShopKeep app, open the Control Panel and go to the 'Card Readers' screen.
      • If there is a green checkmark next to the iCMP, proceed to step 4.
      • If there is a red X next to the iCMP, follow these steps above.
      • If there is no X or checkmark next to the iCMP, tap the iCMP to connect to it.
      Click to Enlarge
    4. Try the transaction again.

    My iCMP is stuck on the 'ShopKeep' screen.

    This behavior means the iCMP is either not connected to the iPad or not communicating with the ShopKeep Register app.

    1. In the ShopKeep app, open the Control Panel and go to the 'Card Readers' screen.
      • If there is a green checkmark next to the iCMP, force quit and reopen ShopKeep.
      • If there is a red X next to the iCMP, follow these steps above.
      • If there is no X or checkmark next to the iCMP, tap the iCMP to connect to it.
      • If the iCMP is not listed, tap the reader’s ‘F’ key four times and pair the reader.
      Click to Enlarge

    My iCMP displays 'Swipe, Tap, or Insert Card' when ShopKeep is not on a payment screen.

    1. Tap the 'Credit' button in ShopKeep.
    2. Follow the specific steps below that reflect whether the ShopKeep app displays 'Swipe, Insert, or Tap'.
  • If ShopKeep DOES display the ‘Swipe, Insert, or Tap’ screen:
    1. Cancel the transaction in ShopKeep. The iCMP should return to the ShopKeep screen.
  • If ShopKeep does NOT display the ‘Swipe, Insert, or Tap’ screen:
    1. Force quit the ShopKeep app.
    2. Reopen ShopKeep on the iPad. The iCMP should now display the ShopKeep screen.
    3. If the iCMP is still stuck, reboot it by holding its power button for two seconds.
    4. Run a credit or gift card transaction to make sure everything is working as expected.

    My iCMP does not process EMV/chip card transactions.

    If the iCMP allows you to swipe credit cards but not insert EMV chip cards, it is because your account is not set up for EMV. EMV is currently only available to ShopKeep Payments customers.

    To learn more about processing EMV with ShopKeep, visit our ShopKeep and EMV, EMV FAQ, and EMV Liability Promise articles.

    I’m having trouble with my iCMP Simplicity Stand.

    Not to worry, just visit our Simplicity Stand for iCMP Troubleshooting guide for help.


    • Help us improve ShopKeep Support. Was this article helpful?
    • YES   NO