Overview
If you're experiencing issues with the iProcess mobile app, this guide will help you quickly identify and resolve common problems—whether it's a login error, card reader issue, or trouble sending receipts.
Login Issues
Invalid Credentials
- Double-check your username and password
- Passwords are case-sensitive
- Make sure you're connected to Wi-Fi or cellular data
If the merchant forgot their Gateway credentials, they will need to contact their Merchant Service Provider to reset them.
App Won’t Open or Crashes
- Restart your device
- Check for app updates in the App Store or Google Play
- Reinstall iProcess if needed
Payment or Transaction Errors
"Transaction Declined" Message
- Verify the card details were entered correctly
- Check your internet connection
- Try a different payment method
- Confirm the card has sufficient funds or is not expired
If the problem persists, merchants should check with their Merchant Service Provider to see if there are Gateway account-level restrictions.
Card Reader Not Working
- Ensure Bluetooth is turned on (for wireless readers)
- Reconnect the card reader and restart the app
- Try charging the reader or replacing the cable if it’s a USB model
Cannot Void or Refund
- Voids are only available before a transaction settles (usually the same day)
- Refunds can be issued after settlement, but require available funds in your account
- Make sure the logged-in user has the iProcess Mobile Payments Access permission enabled in the Gateway user account settings to process voids or refunds.
Receipt Issues
Email or SMS Receipt Not Sending
- Make sure a valid email or phone number was entered
- iProcess uses your device's native email or messaging app—verify that your phone is properly configured for sending messages
Receipt Looks Incomplete or Incorrect
Review your receipt settings
- Go to Menu → select the red dropdown arrow by the username
- At the bottom left, select Manage Accounts
- Select your Username → edit Receipt Details
- Click Save at the top-right
Ensure your business name, contact info are up to date.
Resetting the iProcess App
If iProcess is unresponsive or settings are incorrect:
- Close the app and reopen it
- Log out and log back in
- Uninstall and reinstall the app from the App Store or Google Play
This will not delete your transaction history, which is securely stored on your account.
Log out of iProcess App
To log out of your account in the iProcess app:
- Go to Menu → select the red dropdown arrow by the username
- At the bottom left, select Manage Accounts
- Select your Username
- In the Account section, scroll to the bottom and tap Logout.
Common Questions
Will uninstalling iProcess delete my data?
No. Your transaction history is stored securely and tied to your merchant account.
Can I still run a sale without a card reader?
Yes. Use the On-Device tab to key in card details manually.