iDynamo Credit
Card Reader Troubleshooting

Common Error Messages

This section covers common errors related to processing transactions with the iDynamo in Lightspeed Retail.

"Payments Processing Not Set Up"

This error message means your account is not set up for credit card processing.

1. Contact us to sign up for ShopKeep Payments by Lightspeed.

   Select eligible merchants may see a landing page directly in their BackOffice.

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 poor or no internet connection.

1. Press the iPad’s Home button to exit the Retail POS (S-Series) app.
2. Open Safari and perform a Google search.
3. Follow the specific steps below that reflect whether search results loaded.

1. Force quit the Retail POS (S-Series) app.
2. Reopen the Retail POS (S-Series) app.
3. Run the transaction again.

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 the Retail POS (S-Series) app 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.

"Quoting reference 4: Migrating to core data version 67. P.S.- We have a backup of your database."

The “We couldn’t update this register, we are really sorry about this. If this problem persists please visit shopkeep.com/support. Quoting reference 4: Migrating to core data version 67. P.S.- We have a backup of your database.” error occurs because of a problem between the Retail POS (S-Series) app and the iDynamo.

1. Update the Retail POS (S-Series) app to the latest version.

   For help updating the app, visit our Introduction to the iPad article.

2. Open the Retail POS (S-Series) app and try signing in again.

1. Unplug the iDynamo from the iPad.
2. Restart the iPad.
3. Open the Retail POS (S-Series) app.
4. Reconnect the iDynamo to the iPad.
5. Sign into the Retail POS (S-Series) app.

"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 the Retail POS (S-Series) app or if the swiper is no longer functional.

1. Update the Retail POS (S-Series) app to the latest version.

   For help updating the app, visit our Introduction to the iPad article.

"Error communicating with processor"

This error is different from “Couldn’t connect to processor” and indicates an issue with account setup.

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 if the iDynamo was purchased from Lightspeed Retail.

   Only card readers purchased from Lightspeed Retail will work properly.

2. If the error occurs while manually entering a card, re-enter the card information.

   The card number may have been entered incorrectly.

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

"Invalid processor credentials"

This error signals 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 stripe 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 an Integrated Gift Card, tender the sale as Gift Card and swipe again.

“Fail”

This error appears if the iDynamo was not purchased from Lightspeed Retail or is no longer functional.

1. Make sure the reader was purchased directly from our hardware site.
2. Contact Customer Care for help.

"Your card reader is not configured properly on your account"

As with the Fail error, this error message also appears if the iDynamo was not purchased from Lightspeed Retail or is no longer functional.

1. Make sure the reader was purchased directly from our hardware site.
2. Contact Customer Care for help.

"Non-compliant reader error"

This error appears when EMV payments are enabled and the business uses an iDynamo. Only EMV-capable devices, such as iPP series credit card readers, can be used when EMV is set up.

1. Unplug the iDynamo from the iPad.
2. Connect an EMV-enabled card reader.
3. Run the sale again.

"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.

"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.

Miscellaneous Issues

This section covers miscellaneous iDynamo issues not accompanied by an error message.

The iPad prompts me to swipe a card, but nothing happens when I do.

This occurs when a card is not swiped correctly or if its magnetic stripe has excessive wear preventing the iDynamo from reading it.

1. Make sure the card is being swiped properly.

   Swipe the card with its magnetic stripe facing down, toward the iPad. The entire stripe must be swiped through the iDynamo.

2. If the problem persists, enter the card manually or try a different card.

   For help with manual entry, visit our Accepting Credit Cards article.

The Retail POS (S-Series) app displays the Manual Card Entry screen.

If the Manual Card Entry screen appears after tapping the ‘Credit’ tender, it means either the iDynamo is physically disconnected or the Retail POS (S-Series) app does not recognize the swiper.

1. Make sure the iDynamo was purchased directly from Lightspeed Retail.

   Only iDynamo swipers purchased from us will work with Lightspeed Retail.

2. Unplug the iDynamo from the iPad.
3. If an adapter sleeve is required, make sure the correct one is connected to the iDynamo.

   Not sure if you need to use an adapter sleeve? Visit our iDynamo Setup article.

4. Force quit and reopen the Retail POS (S-Series) app.
5. Reconnect the iDynamo to the iPad.
6. If the problem persists, restart the iPad.

My iDynamo does not stay physically connected to my iPad.

The iDynamo may become unplugged if it is not properly anchored in place. Make sure the iDynamo is set up correctly to ensure its physical connection with the iPad is not interrupted.

1. If an adapter sleeve is required, make sure the correct one is connected to the iDynamo.

   Not sure if you need to use an adapter sleeve? Visit our iDynamo Setup article.

   

   Click to Enlarge

2. If using the ShopKeep iPad Stand, make sure the iDynamo supports are installed.

   

   Click to Enlarge

3. Unplug the micro USB charging cable before rotating the iPad stand.

   If left connected, strain on the cable could disconnect the iDynamo.

My iPad does not charge when I plug my cable into the iDynamo.

This may be caused by a problem with the power adapter, power outlet, micro USB cable, or iDynamo. After each step below, check to see if the issue is resolved.

1. Make sure the micro USB cable is connected to the white power adapter included with the iPad.

   Other power adapters may not provide enough energy to charge the device.

2. If the iPad appears to charge but its battery is draining, reduce the screen brightness.

   Not sure how to do this? Visit Apple Support for help.

3. Plug the power adapter into a different power outlet.
4. Connect a different micro USB cable to the iDynamo and power adapter.
   • If the iPad charges, there is a problem with the original cable.
   • To prevent damage to the cable and iDynamo, always unplug the cable before rotating the iPad.
5. If the problem persists, unplug the iDynamo from the iPad and use the iPad’s included Lightning cable to charge the device.
   • If the iPad does charge, the iDynamo and/or its charging cable may be damaged.
   • If the iPad does not charge, there may be a problem with the iPad. Contact Apple for support.