Credit Card Reader Troubleshooting
Use this guide to diagnose and solve problems with the iPP320/iPP350 credit card reader. If this is your first time setting up, visit our setup article.
Table of Contents
- Setup Issues
- The connection cable is too short to reach my router.
- I don’t have any open ports on my router.
- My iPP320/iPP350's screen is blank after I power it on.
- The iPP320/iPP350 does not appear on the “Card Readers” screen.
- iPP320/iPP350 shows up on the “Card Readers” screen, but has a red X.
- Only one of my two iPads will connect to the iPP320/iPP350.
- I want to connect my iPP320/iPP350 to a different register.
- Common Error Messages
- "No Payment Processor Found"
- "Couldn’t connect to processor" or "Couldn’t connect to gateway"
- "Card declined" or "Decline"
- "Error communicating with processor" or "Gateway error"
- "Not a Credit Card"
- "Activating Card Reader"
- "Card Reader Firmware Update"
- iPP320/iPP350 Device Errors
- "This Lane Closed"
- "Alert Irruption" or "Ready to Download"
- Miscellaneous Issues
- The card reader disconnects from the iPad throughout the day.
- I'm having problems accepting Apple Pay.
- The reader doesn’t prompt me to swipe / tap a card.
- ShopKeep displays a 'Manual Card Entry' screen.
- My iPP320/iPP350 does not process EMV/chip card transactions.
- How do I find the iPP320/iPP350's serial number?
- How do I turn off the iPP320/iPP350?
The connection cable is too short to reach my router.
Use an ethernet cable and coupler to extend the cable’s reach. Our Extender Pack includes both! Connect the reader’s connection cable and the ethernet cable to the coupler. Then, plug the other end of the ethernet cable into your router and finish setup.
I don’t have any open ports on my router.
If possible, disconnect a device to free up a port. The iPP320/iPP350 works best when connected directly to the router. If that is not an option, use a WiFi range extender to repeat your router’s internet connection and plug the iPP320/iPP350 directly into the extender’s port.
My iPP320/iPP350's screen is blank after I power it on.
Follow these steps to evaluate what may be going on with the reader:
The iPP320/iPP350 does not appear on the “Card Readers” screen.
- Unplug the reader from power.
- Force quit ShopKeep.
- Plug the reader back into power. Wait for "ShopKeep" to appear on its screen.
- Open ShopKeep and attempt setup again.
iPP320/iPP350 shows up on the “Card Readers” screen, but has a red X.
Follow the quick steps below to reconnect your device.
- Tap 'Disconnect'.
- Wait for the card readers screen to refresh.
- Tap 'iPP320' or 'iPP350' to reconnect.
Only one of my two iPads will connect to the iPP320/iPP350.
A single iPP320/iPP350 can only connect to one iPad at a time. To switch which register uses the reader, see below.
I want to connect my iPP320/iPP350 to a different register.
The reader can only connect to one iPad at a time. To switch which register uses the reader, disconnect the iPP320/iPP350 from the register using it.
- Select 'Hardware Setup' from the Control Panel.
- Choose 'Card Readers'.
- Tap 'Disconnect'.
- Reconnect the card reader to another register.
Common Error Messages
"No Payment Processor Found"
This means the account is not set up for credit card processing.
- Contact your Point of Sale Specialist to sign up for ShopKeep Payments.
- Have an existing credit card provider? Ask them to fill out our boarding form.
- If you received an email stating the account was boarded, close the shift and open a new one.
"Couldn’t connect to processor" or "Couldn’t connect to gateway"
These two errors occur as the result of the iPad having little to no internet connectivity.
- Press the iPad’s home button to exit ShopKeep.
- Open a web browser (i.e. Safari, Internet Explorer, Google Chrome, or Firefox) 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:
- Open Settings and tap 'Wi-Fi'.
- 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.
- If the problem persists, troubleshoot the router or contact your Internet service provider for help.
"Card declined" or "Decline"
Card declined and Decline both mean the attempted charge was refused by the customer’s bank.
- Tap 'Retry' to try charging the card again.
- If declined again, have the customer contact their bank or finish the sale with a different card / tender.
"Error communicating with processor" or "Gateway error"
This is different from “Couldn’t connect to processor/gateway”. It usually indicates an issue with how the credit card processing account is set up. Contact ShopKeep Customer Care for assistance.
"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 card’s magnetic strip is damaged.
- Swipe a valid credit card.
- If the swipe fails, try to manually enter the card information.
- If the card is a ShopKeep gift card, tender the sale as Gift Card and swipe again.
- If the problem persists, contact ShopKeep Customer Care.
"Activating Card Reader"
This message indicates an error in the connection between your iPad and iPP320. Most often this is due to networking issues.
- Confirm the iPP320/iPP350 is plugged in to your router, NOT your modem.
- Open the iPad's Settings app.
- Check that the iPad is connected to the Wi-Fi network of the router the iPP320/iPP350 is plugged into.
If the iPad is connected to the wrong network, follow these troubleshooting steps to forget that network, then connect to the correct one.
- Enable the 'Ask to Join Networks' setting.
- Force quit the ShopKeep app, then open ShopKeep back up.
- In ShopKeep, open the Control Panel and tap 'Hardware Setup'.
- Select 'Card Readers'.
- Tap on the iPP320/iPP350 and wait for a green checkmark to appear.
- If the reader is not listed on this screen or the problem persists, follow the additional steps below.
- Unplug the iPP320/iPP350 from its power outlet.
- Plug the iPP320/iPP350’s ethernet cable into a different port on your router.
- Plug the iPP320/iPP350 back into power and wait until it displays the ShopKeep logo.
- Connect the iPP320/iPP350 with ShopKeep.
"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.
- Tap ‘Update Now’ on the prompt or ‘Update Device’ from Hardware Setup.
- DO NOT touch the iPad or card reader during the update.
You may need to re-connect the device after the update.
If the issue continues, make sure your network follows all of our Best Practices for Network Setup.
iPP320/iPP350 Device Errors
This section covers error messages that may appear on the screen of the iPP320/iPP350 itself.
"This Lane Closed"
This error means that your iPP320/iPP350 needs to be restarted.
- Hold the yellow key and the [.,#*] keys at the same time until the iPP320/iPP350 reboots.
- Run the transaction again.
"Alert Irruption" or "Ready to Download"
These errors indicate a hardware or software issue with the device. Please contact ShopKeep Customer Care for assistance.
The card reader disconnects from the iPad throughout the day.
If the card reader needs to be reconnected to the iPad multiple times a day, it could indicate network issues.
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.
- If an error message appears in ShopKeep or on the iPP320/iPP350, follow the steps for that specific error.
- Have the customer hold their device closer to the iPP320/iPP350.
They must hold their device within 1 inch of the reader.
- Check if the customer is using a compatible Apple Pay device.
Visit Apple Support for a list of devices supported for Apple Pay.
- 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.
- Ask the customer to restart their device, then try processing the transaction again.
The reader doesn’t prompt me to swipe / tap a card.
If this happens the first time you use the iPP320/iPP350, check that you followed all the steps in our setup guide. Otherwise, continue below:
- Force quit the ShopKeep app.
- Reopen ShopKeep.
- Run the transaction again.
ShopKeep displays a 'Manual Card Entry' screen.
If your card reader defaults to manual entry, this could mean that your device is no longer connected. Try reconnecting the device and reattempt the transaction.
- Force quit the ShopKeep app.
- Attempt the transaction again.
- If unsuccessful, power off the iPP320/iPP350 by unplugging the power source.
- After a few moments, power the device back on by plugging it back into a power source.
My iPP320/iPP350 does not process EMV/chip card transactions.
This is probably because your account is not currently yet set up for EMV. EMV is currently only available to ShopKeep Payments customers who are processing with a compatible card reader. To learn more about processing EMV with ShopKeep, visit our ShopKeep and EMV, EMV FAQ, and our ShopKeep EMV Liability Promise articles.
How do I find the iPP320/iPP350's serial number?
A serial number allows our Customer Care advisors to quickly identify your specific device. If asked for your serial number, follow the steps below to find it.
- On the bottom of the iPP320/iPP350, look near the top of the unit for a vertical sticker with 2 barcodes.
The serial number is the bottom number containing the letters ‘PT’.
- If the sticker is missing/unreadable, follow the steps below to find the serial number in ShopKeep.
The serial number is located next to the card reader’s IP address.
- Open the Control Panel.
- Tap ‘Hardware Setup’.
- Select ‘Card Readers’.
How do I turn off the iPP320/iPP350?
The iPP320/iPP350 can stay powered on indefinitely. If you need to turn it off, just unplug it from power.