Link/2500
Credit Card Reader Troubleshooting

Use this guide to diagnose and solve problems with the Ingenico Link/2500 Bluetooth Credit Card Reader. If you have not yet set up the reader, visit our setup article.

Table of Contents

Setup Issues

This section covers issues that may occur while pairing the Link/2500 with an iPad via Bluetooth and connecting it to the ShopKeep Register app.

This happens when the Link/2500 is powered off, not located close enough to the iPad, Bluetooth is disabled on the iPad, or steps were skipped during setup.

  1. Check if the Link/2500 is powered on.
    • When powered on, the Link/2500 will display the ShopKeep logo
    • If the reader will not power on, follow these steps below to troubleshoot.
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  2. Make sure the reader is located within about 30 feet of the iPad.

    Exact Bluetooth range will vary based on environmental factors.

  3. Verify Bluetooth is enabled on the iPad.
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  4. Confirm you have followed all steps in our setup guide.

"Pairing Unsuccessful" / "Pairing Failure"

These errors appear on the screen of the Link/2500 and the iPad if specific steps in the pairing process are not completed quickly enough.

  1. On the iPad, tap 'OK' to dismiss the error.

    Don’t see this message? Skip to step 2 to troubleshoot the “Pairing Failure” error on the reader.

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  2. On the Link/2500, wait for the reader to automatically return to the 'Admin Menu'.
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  3. Pair the Link/2500 with the iPad.

    Be sure to complete steps 7 – 9 of the pairing process within the stated time limits.

This problem occurs when the ShopKeep Register app fails to recognize the Link/2500 is paired with the iPad.

  1. On the 'Card Readers' screen, tap 'Disconnect'.
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  2. Wait for the screen to refresh.
  3. Tap 'Link/2500' to reconnect the reader.
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If the problem persists, follow the additional steps below:

  1. Unpair the Link/2500 from the iPad.
  2. Hold the ‘.,#*’ and yellow buttons until the screen says 'Shutdown in progress'.
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  3. Hold the green button to turn the reader back on.
  4. After the ShopKeep logo appears on the Link/2500, pair it with the iPad.
  5. In the ShopKeep app, open the Control Panel and go to the 'Card Readers' screen.
    • If there is a green check next to the reader, troubleshooting is complete.
    • If there is still a red X next to the reader, continue to step 6.
    • If there is no X or check next to the reader, tap ‘Link/2500’ to connect to it.
  6. Repeat steps 1-2 above to unpair and turn off the reader.
  7. Power the iPad off, then turn it back on.
  8. Open the iPad's Settings app and tap 'Bluetooth'.
  9. Toggle the Bluetooth setting off, then turn it back on.
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  10. Pair the Link/2500 with the iPad.

Unpair the Link/2500 to use it with a different register, if asked to 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 Link/2500 device.
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  3. Tap ‘Forget this Device’.
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  4. Tap 'OK' to confirm.
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  5. (Optional) Re-pair the Link/2500 with this iPad or another iPad.

Common Error Messages

This section covers common error messages related to processing transactions with the Link/2500.

"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 a 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.

"No Card Reader"

This error appears on the iPad after tapping the ‘Credit’ tender if the Link/2500 has disconnected from the ShopKeep Register app.

  1. Tap 'Open' to go to the 'Card Readers' screen.
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  2. If the Link/2500 appears, tap to connect to it.

    Don’t see the reader on this screen? Skip steps 2 and 3 and follow these steps below instead.

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  3. After a green check appears next to the reader, tap 'Done' to return to the transaction.
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"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 Bluetooth connection between the Link/2500 and iPad.

  1. Disable the 'Auto-Lock' setting.
  2. Turn the Link/2500 off, then back on.
  3. Force quit the ShopKeep Register app, then open ShopKeep back up.
  4. In ShopKeep, open the Control Panel and tap 'Hardware Setup'.
  5. Select 'Card Readers'.
  6. Follow the specific steps below that reflect whether the Link/2500 appears on screen.
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  • If the Link/2500 appears on the ‘Card Readers’ screen:
    1. Tap ‘Link/2500’ and wait for a green checkmark to appear.
  • If the Link/2500 does NOT appear on the ‘Card Readers’ screen:
    1. Unpair the reader, then re-pair it with the iPad.

    "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.
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    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.

    Miscellaneous Issues

    This section covers miscellaneous issues unrelated to the sections above.

    If the Link/2500 does not power on, chances are its battery is not charged. Follow the steps below to charge the device.

    1. Charge the reader with the included power supply.

      The Link/2500 will automatically turn on when plugged in. It takes about 1.5 hours to reach 100% charge.

    By default, the backlight for the screen of the Link/2500 stays active for 10 seconds before dimming. Increase the amount of time the backlight remains on to keep the screen lit up longer.

    1. On the Link/2500, press '2', '6', '3', and '4' in quick succession.
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    2. When prompted, press 'F'.
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    3. Press 'F3' to highlight 'Tetra Admin', then push the green button.
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    4. Press 'F3' until 'Configure Backlight' is highlighted, then push the green button.
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    5. Press the green button to select 'Backlight Time-Out'.
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    6. Enter a number of seconds (10 - 99,999) for the backlight to stay active, then press the green button.

      The longer the backlight stays on, the quicker the Link/2500 battery will be drained.

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    7. Press the red button until the reader returns to the ShopKeep logo screen.

    Make the Link/2500 screen brighter or darker to ensure customers can see it properly wherever it is set up. You can adjust both the screen’s normal brightness level and the level it dims to when the device is inactive.

    1. On the Link/2500, press '2', '6', '3', and '4' in quick succession.
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    2. When prompted, press 'F'.
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    3. Press 'F3' until 'Control Panel' is highlighted, then push the green button.
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    4. Press 'F3' until 'Terminal Settings' is highlighted, then push the green button.
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    5. Press 'F3' until 'ECO mode' is highlighted, then push the green button.
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    6. Press the green button to select 'Backlight'.
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    7. Press 'F3' to highlight either 'Normal level' or 'Low level', then push the green button.

      Normal Level | Brightness level of the screen when the device is in use.
      Low level | Brightness level the screen dims to when the device is inactive.

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    8. Use 'F1' and 'F4' to adjust the brightness level, then press the green button.

      The higher the brightness is set, the quicker the Link/2500 battery will be drained.

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    9. (Optional) Repeat steps 7 - 8 to adjust the other backlight level.
    10. Press the red button until the reader returns to the ShopKeep logo screen.

    If the Link/2500 needs to be reconnected to the iPad multiple times a day, there may be an issue with the Bluetooth connection between the reader and iPad.

    1. Disable the 'Auto-Lock' setting.
    2. Leave the ShopKeep Register app open at all times.
    3. Keep the iPad and reader at least a few feet away from potential sources of wireless interference.

      This includes other Bluetooth devices, cordless phones, microwaves, and similar devices.

    4. Make sure the reader is located within about 30 feet of the iPad.

      Exact Bluetooth range will vary based on environmental factors.

    ShopKeep displays the Manual Entry screen when I tender a credit sale.

    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'.
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    2. Look for the Link/2500 under 'My Devices'.
      • If the reader is ‘Connected’, proceed to step 3.
      • If the reader is ‘Not Connected’, check to make sure it is powered on.
      • If the reader does not appear on this screen, pair the Link/2500 with the iPad.
    3. In the ShopKeep app, open the Control Panel and go to the 'Card Readers' screen.
      • If there is a green check next to the reader, proceed to step 4.
      • If there is a red X next to the reader, follow these steps above.
      • If there is no X or check next to the reader, tap the Link/2500 to connect to it.
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    4. Try the transaction again.

    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 back of the Link/2500, look near the top of the unit for a horizontal sticker with 2 barcodes.

      The serial number is the bottom number containing no letters.

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    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 name.
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