iPP Series
Credit Card Reader Troubleshooting

Use this guide to diagnose and solve problems with the iPP320/iPP350 credit card reader. If you have not yet set up your reader, visit our setup article.

Table of Contents

Setup Issues

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!

  1. Plug the reader's connection cable into an ethernet coupler.
  2. Connect an ethernet cable to the other end of the coupler.
  3. Plug the other end of the ethernet cable into your router.

I don’t have any open ports on my router.

The iPP320/iPP350 works best when connected directly to a router. If possible, disconnect a device from the router to open up a port. Follow the specific steps below that reflect whether or not you are able to do this.

  • If you can disconnect a device from your router:
    1. Disconnect a device.
    2. Connect the iPP320/iPP350 to the router’s open ethernet port.
  • If you cannot disconnect a device from your router:
    1. Set up a WiFi range extender to connect to your existing network.
    2. Plug the iPP320/iPP350 into an ethernet port on the extender.
    3. Connect the register to the extender’s wireless network.

    My iPP320/iPP350 is not powering on.

    If the screen does not turn on after plugging the power adapter into an outlet, the device is most likely not receiving power. After each step below, check to see if the problem is resolved.

    1. Visit our setup guide to make sure everything is connected properly.
    2. Unplug the power cable from the connection cable, then plug it back in.
    3. Unplug the reader from its power outlet and plug it into a different outlet.

      Make sure to use a known working outlet.

    4. Check for physical damage to the iPP320/iPP350 and its cables.

      If the power adapter or connection cable is damaged, purchase a replacement here.

    The iPP320/iPP350 does not appear on the 'Card Readers' screen.

    This issue can occur for a few different reasons. The iPP320/350 might not be powered on, the iPad may be connected to the wrong network, or the reader could be paired with a different register.

    1. Check if the reader is powered on.

      If the reader will not power on, follow these steps above to troubleshoot.

    2. Make sure the read is connected to the router, NOT the modem.
    3. Open the iPad Settings app and verify the iPad is on the same WiFi network as the reader.

      If the iPad is connected to an unfamiliar network, connect it to the correct one, then follow these steps.

    4. Check the 'Card Readers' screen on other registers to see if the iPP320/iPP350 is connected.

      If the reader is connected to another register, follow the steps here to connect it to a different one.

    iPP320/iPP350 still not showing up? Follow these additional steps:
    1. Make sure your network follows all recommendations in our Best Practices guide.
    2. Unplug the reader from power.
    3. If possible, plug the iPP320/iPP350's ethernet cable into a different port on your router.
    4. Force quit ShopKeep.
    5. Plug the iPP320/iPP350 back into power and wait until it displays the ShopKeep logo.
    6. Open ShopKeep and attempt setup again.

    iPP320/iPP350 shows up on the 'Card Readers' screen with a red X.

    Follow the quick steps below to reconnect your device.

    1. Tap 'Disconnect'.
      Click to Enlarge
    2. Wait for the Card Readers screen to refresh.
    3. Tap 'iPP320' or 'iPP350' to reconnect.

    Only one of my iPads will connect to the iPP320/iPP350.

    The iPP320/iPP350 can only connect to one iPad at a time. To change which register uses the credit card 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.

    Perform these steps on the register connected to the iPP320/iPP350:
    1. Open the Control Panel and tap 'Hardware Setup'.
    2. Select 'Card Readers'.
    3. Tap 'Disconnect'.
      Click to Enlarge
    4. Connect the card reader to another register.

    Common Error Messages

    This section covers common error messages related to processing transactions with the iPP320/iPP350.

    "No Payment Processor Found"

    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.

    "Couldn’t connect to gateway/processor" or "Can't reach payment processor"

    These errors occur as the result of the iPad having little to no internet connectivity.

    1. Press the iPad’s home button to exit ShopKeep.
    2. Open Safari 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 the additional steps below.
    3. Open Settings and tap 'Wi-Fi'.
    4. 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.

    5. Make sure your network follows all recommendations in our Best Practices guide.
    6. 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.

    "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 ShopKeep Customer Care for assistance.

    "Gateway error" or "Communication with processor failed"

    These errors can occur for a few different reasons, such as an input mistake.

    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, 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, such as a gift card. It can also occur if a card’s magnetic strip is damaged.

    1. Swipe a valid credit card.
    2. If the swipe fails, manually enter the card information or swipe a different card.
    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.

    "Activating Card Reader"

    This message indicates an error in the connection between your iPad and iPP320/iPP350. This is most often due to networking issues.

    1. Confirm the iPP320/iPP350 is plugged into your router, NOT your modem.
    2. Open the iPad Settings app and verify the iPad is on the same WiFi network as the reader.

      If the iPad is connected to an unfamiliar network, connect it to the correct one, then follow these steps.

    3. Enable the 'Ask to Join Networks' setting.
    4. Force quit the ShopKeep app, then open ShopKeep back up.
    5. In ShopKeep, open the Control Panel and tap 'Hardware Setup'.
    6. Select 'Card Readers'.
    7. Tap the iPP320/iPP350 and wait for a green check mark to appear.

      Don’t see the iPP320/iPP350? Follow the steps here to troubleshoot.

      Click to Enlarge

    "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.

    "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. Do NOT touch the iPad or card reader during the update.
    3. If necessary, reconnect the card reader after the update is complete.

    "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 4 digits on the front of the card above the card number.

    iPP320/iPP350 Device Errors

    This section covers error messages that appear on the screen of the iPP320/iPP350 itself.

    "This Lane Closed"

    This error means there is a network issue that requires the iPP320/iPP350 to be restarted.

    1. Hold the yellow key and the [.,#*] keys at the same time until the iPP320/iPP350 reboots.
    2. Run the transaction again.

    "Alert Irruption" or "Ready to Download"

    These errors indicate a hardware or software issue with the device.

    1. Contact Customer Care for assistance.

    Miscellaneous Issues

    This section covers miscellaneous issues unrelated to the sections above.

    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.

    1. Make sure your network follows all recommendations in our Best Practices guide.
    2. Reboot your router.
      • Unplug the router from power, wait about 10 seconds, and plug it back in.
      • Once your router is back online, reboot your card 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 iPP320/iPP350, follow the steps for that specific error.
    2. Have the customer hold their device closer to the iPP320/iPP350.

      They must hold their device within 1 inch 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.

    The reader doesn’t prompt me to swipe, tap, or insert a card.

    This problem occurs if you do not set up the iPP320/iPP350 properly or if there is a communication issue between the reader and the ShopKeep Register app.

    1. Check that you followed all steps in our setup guide.

      If the iPP320/iPP350 does not appear on the ‘Card Readers’ screen, see this issue above.

    2. Run the transaction again.
    If the problem persists, follow the additional troubleshooting steps below:
    1. Force quit the ShopKeep app.
    2. Reopen ShopKeep.
    3. Run the transaction again.

    ShopKeep displays a 'Manual Card Entry' screen.

    If the ShopKeep Register app prompts you to enter a card manually, it means your iPP320/iPP350 is not connected to the register.

    1. Follow these steps above to troubleshoot.

    My iPP320/iPP350 does not process EMV/chip card transactions.

    This is because your account is not set up for EMV. EMV functionality is only available to ShopKeep Payments merchants processing with a compatible card reader. To learn more about running EMV transactions with ShopKeep, visit our ShopKeep and EMV article.

    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.

    1. 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’.

      Click to Enlarge
    If the sticker is missing or unreadable, follow the steps below to find the serial number in ShopKeep:
    1. On the Control Panel, tap 'Hardware Setup'.
    2. Select 'Card Readers'.
    3. Look for the serial number next to the card reader’s IP address.
      Click to Enlarge

    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.


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