iPP320
Credit Card Reader Troubleshooting

Use this guide to diagnose and solve problems with the iPP320 credit card reader.

Table of Contents

Need help setting up? Visit our iPP320 Setup article.

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! Connect the iPP320’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 works best when connected directly to the router. If that is not an option, use the Netgear WN2500RP wireless range extender to repeat your router’s internet connection.

I set up my iPP320 and powered it on, but the screen remains blank.

Follow these steps to evaluate what may be going on with the reader:

  • Follow the setup guide to make sure you connected everything properly.
  • Check for physical damage to the iPP320 or its cables.
  • Plug another device into the same power outlet to make sure the outlet has power.
  • The iPP320 does not appear on the “Card Readers” screen.

  • Check that the reader is powered on. The power cable should plug into a power outlet and the device, while the ethernet cable should run from the device to the router. If it’s not, see above.
  • Make sure the iPP320 is connected to the router, NOT the modem.
  • Open the iPad Settings app and verify the iPad is on the same WiFi network as the reader. If the iPad has connected to an unfamiliar network, visit our iPad Settings Troubleshooting guide for help.
  • Make sure the device is not connected to another iPad. The iPP320 can only connect to one iPad at a time.
  • iPP320 still not showing up? Follow these steps:
    1. Unplug the reader from power.
    2. Force quit ShopKeep.
    3. Plug the reader back into power. Wait for "ShopKeep" to appear on its screen.
    4. Open ShopKeep and attempt setup again.

    iPP320 shows up on the “Card Readers” screen, but has a red X.

    Follow the quick steps below to reconnect your device.

    1. Tap 'Disconnect'.
    2. Wait for the card readers screen to refresh.
    3. Tap 'iPP320' to reconnect.

    I want to connect two iPads to the same iPP320, but one iPad will not connect.

    The iPP320 can only connect to one iPad at a time. To switch which register uses the reader, see below.

    I want to connect my iPP320 to a different register, but it does not show up on the "Card Readers" screen.

    The iPP320 can only connect to one iPad at a time. To switch which register uses the reader, disconnect the iPP320 from the register using it.

    1. Select 'Hardware Setup' from the Control Panel.
    2. Choose 'Card Readers'.
    3. Tap 'Disconnect'.
      Click to Enlarge
    4. Reconnect the card reader to another register.

    Common Error Messages

    This section covers a list of common error messages related to processing transactions with the iPP320 in ShopKeep. Visit our Credit Card Readers Troubleshooting homepage for any errors not listed here.

    "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 processor" or "Couldn’t connect to gateway"

    These two 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 a web browser (i.e. Safari, Internet Explorer, Google Chrome, or Firefox) and perform a Google search.
    3. If results load, force quit and re-open ShopKeep, then run the credit transaction again.
    4. If search results do not load, follow these additional steps:
    5. Open Settings and tap 'Wi-Fi'.
    6. 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.
    7. If the problem persists, troubleshoot the router or contact your Internet service provider 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 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.

    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. If the problem persists, contact ShopKeep Customer Care.

    iPP320 Device Errors

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

    "This Lane Closed"

    This error means that your iPP320 needs to be restarted.

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

    Miscellaneous Issues

    The reader doesn’t prompt me to swipe / tap a card.

    If this happens the first time you use the iPP320, check that you followed all the steps in our setup guide. Otherwise, continue below:

    1. Force quit the ShopKeep app.
    2. Reopen ShopKeep.
    3. Run the transaction again.

    The 'Manual Card Entry' screen appears when attempting a credit transaction.

    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.

    1. Force quit the ShopKeep app.
    2. Attempt the transaction again.
    3. If unsuccessful, power off the iPP320 by unplugging the power source.
    4. After a few moments, power the device back on by plugging it back into a power source.

    How do I find the iPP320's serial number?

    A serial number allows our Customer Care advisors to quickly identify your specific iPP320. If asked for your serial number, follow the steps below to find it.

    1. On the bottom of the iPP320, 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
    2. If the sticker is missing/unreadable, follow the steps below to find the serial number in ShopKeep.
      • Open the Control Panel.
      • Tap ‘Hardware Setup’.
      • Select ‘Card Readers’.
      The serial number is located next to the card reader’s IP address.
      Click to Enlarge

    How do I turn off the iPP320?

    The iPP320 can stay powered on indefinitely. If you need to turn it off, just unplug it from power.


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