ShopKeep experienced a major incident on June 30, 2025 affecting Credit Cards, lasting 10d 3h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jun 30, 2025, 04:59 PM UTC
Some Lightspeed S-Series accounts using the Ingenico ICMP, IPP320, and IPP350 are reporting an inability to connect hardware, impacting the ability to process credit card payments. We are investigating the issue and its potential cause(s). Please subscribe to updates on this page for new information as we uncover it.
- investigating Jun 30, 2025, 08:24 PM UTC
We are continuing to investigate Lightspeed S-Series accounts using the Ingenico ICMP, IPP320, and IPP350 that are reporting an inability to connect hardware, impacting the ability to process credit card payments. Please subscribe to updates on this page for new information as we uncover it.
- identified Jul 01, 2025, 02:57 PM UTC
We have identified the issue impacting the connectivity of Ingenico IPP320 and IPP350 credit card readers and are working to resolve this as soon as possible. Please subscribe to this page for further status updates.
- identified Jul 01, 2025, 10:58 PM UTC
We’ve identified a temporary workaround for S‑Series merchants experiencing connectivity issues with Ingenico IPP320 and IPP350 card readers. A step‑by‑step email with instructions has been sent to all impacted accounts. You can also view these steps directly at (https://shopkeep-support.lightspeedhq.com/support/troubleshooting/workaround-ipp320-350-icmp-connection-issue) If you do not see an email addressing this workaround, please contact our Customer Support team at [email protected] or chat in directly from your S-Series Backoffice. Please note: This is not a permanent fix. Our engineering team is actively working on a long‑term resolution. Thank you for your patience and understanding.
- identified Jul 04, 2025, 06:34 PM UTC
A new release (S-Series Retail POS Version 9.0.0) is being prepared for merchants experiencing connectivity issues with Ingenico IPP320, IPP350, or ICMP card readers. To apply the update, you’ll first need to implement the existing workaround steps, which enable your credit card reader to connect to the Lightspeed S‑Series app. After that, the permanent update will automatically deploy and the terminal will reboot to apply changes. Workaround Step‑by‑step instructions are available here: [https://shopkeep-support.lightspeedhq.com/support/troubleshooting/workaround-ipp320-350-icmp-connection-issue]
- monitoring Jul 09, 2025, 07:00 PM UTC
We’re pleased to announce that Lightspeed’s S-Series Retail POS app (version 9.0.0) is now available in the Apple App Store. This update includes a permanent fix for merchants experiencing connectivity issues with Ingenico IPP320, IPP350, or ICMP card readers. To ensure a smooth update process, please follow the step-by-step instructions, which cover both the required workaround and how to install the new version of the Lightspeed S-Series app here: https://shopkeep-support.lightspeedhq.com/support/troubleshooting/workaround-ipp320-350-icmp-connection-issue
- resolved Jul 10, 2025, 08:20 PM UTC
The connectivity issues affecting Ingenico IPP320, IPP350, and ICMP card readers in the Lightspeed S-Series Retail POS app have been fully resolved. Version 9.0.1 of the S-Series app, now available in the Apple App Store, includes a permanent fix for this issue. Merchants who update to this version should no longer experience connectivity issues. Please refer to the following guide for step-by-step instructions on updating the app and completing the process: https://shopkeep-support.lightspeedhq.com/support/troubleshooting/workaround-ipp320-350-icmp-connection-issue