Account & Billing

Click each question below for more information.

What is the free trial?

It’s a chance to try us out for free with a full-featured account to see if we are right for you. We don’t even require a credit card during your trial! Your dedicated POS Specialist will walk you through ShopKeep and how it works with your business.

How much does ShopKeep cost?

After your free trial, the cost for a single register is $69 per month per register. Additional registers are $39 each per month.  Please call to speak to a Point of Sale Specialist for more information or click to learn more here.

Additionally, businesses in IL, NY, PA, and Washington D.C. are subject to state sales tax on each register license.

What types of payments are accepted?

Account billing is done via credit card. We accept Visa, MasterCard, Discover, and American Express. We cannot accept checks or bill you directly.

How am I billed?

Monthly billing is based on register licenses available to your account. Deactivating a register license or deleting the app does NOT remove it from your account.

Visit our support article to find out how to manage your licenses.

Visit our support article to learn how to manage your credit card information.

How do I cancel?

Contact your POS Specialist or Customer Care and they can guide you through the proper steps.

When am I billed?

Your 14 day trial begins as soon as you sign up and your first billing date occurs 14 days later.

Why is my account suspended?

If your billing date arrives and there is either no card on file or the charge is declined, your account will be suspended after 30 days. We’ll try to re-bill your account during this time and will let you know by email if we are successful or not.

The register will continue to work, ringing sales and syncing with BackOffice, but you won’t be able to access your data until payment is received from a valid card. You can update your card information in BackOffice.

Are seasonal businesses supported?

If your business needs to close temporarily, we can possibly make your account dormant for the duration of your offseason.

Dormant accounts are charged a reduced rate of $9.99/month and carry 0 register licenses, but retain full access to BackOffice. That means you can still view reporting, edit inventory, and prepare for your reopening.

To see if you are eligible for dormancy, contact Customer Care at 800.820.9814 or email support@shopkeep.com.

How do I change my password?

To change the account owner BackOffice password, click the Forgot Your Password link on your login page.

BackOffice users that are not the account owner can only reset their password through the account owner. You can do this in the Manage Employees section of BackOffice.

For more information, visit our BackOffice Settings and Password support article.

Support

Click each question below for more information.

Is technical support available?

Yes! Our award winning Customer Care team is available 24/7 by phone & email.

Give us a call at 800 820 9814 or send a message to support@shopkeep.com.

Or, pick a topic / keyword and search our extensive support site!

What devices can I use?

ShopKeep works best on an iPad Air 2 or iPad Mini 2 running iOS 9 or above. For more information on the devices we support, visit our Best Practices for ShopKeep Apps guide.

What hardware is supported?

You can find all our supported hardware in our online store.

Hardware kits are only recommended packages. You can add on or buy hardware items à la carte, as needed. Please reach out to our POS Specialists if you have any questions: 866 300 9174.

Do you offer hardware set up help?

Yes! We will happily schedule a call to help you set up your hardware. Hardware setup calls need to be scheduled with at least 24 hours notice on weekdays only. Please email support@shopkeep.com for more info.

How do I process credit cards?

ShopKeep offers a payment processing solution, ShopKeep Payments, with competitive pricing and no long-term contracts or commitments. For more info, call us at 800 820 9814 or visit ShopKeep.com/Payments.

If you want to use your own processor, have them fill out ISO Boarding form.

Learn more about credit card processing here.

Do I need internet to run ShopKeep?

ShopKeep can run sales to cash and other tenders without an active internet connection.

Shopkeep needs to have an active internet connection to process credit cards. If your internet connection goes down, you cannot run credit cards. In times like these, consider accepting only non-credit tenders or using a credit card imprinter so you can enter credit transactions manually when your connection is restored. To run a manual credit transaction, you need: the customer’s credit card number, expiration date, CVV code, and billing zip code.

How can I find out if there is an issue with BackOffice or credit card processing?

If ShopKeep or credit card processing are down, check status.shopkeep.com for updates on the situation. Click Subscribe to Updates to receive realtime text or email alerts.

Can I use a Bluetooth printer to print kitchen tickets?

No, only Ethernet printers can print kitchen tickets. Ethernet printers communicate with ShopKeep over your WiFi network. ShopKeep needs to obtain a MAC address from the printer for setup in the BackOffice.

Misc

Click each question below for more information.

Is ShopKeep available internationally?

We cannot offer or support our product outside the USA, Canada, and the UK.

We feel we cannot offer the level of support needed in other countries and time zones.

Additionally, we do not support VAT, multi currency, multiple languages, or integrated credit card processing in countries outside the USA and Canada.

What kind of integrations and add-ons are available for ShopKeep?

ShopKeep offers a number of integrations designed to empower your business:

  • Set up QuickBooks Integration to automatically sync all your shift data right to where you need it.
  • Sync your ShopKeep customer list with MailChimp to put together email marketing campaigns.
  • Sign up for ShopKeep Gift Cards and start selling them in store.
  • Integrate with AppCard for loyalty features and advanced reporting tools.

Where do I find out about latest versions or features?

You can see what’s new by reading our blog, visiting our community site, or looking at the What’s New section in BackOffice or the ShopKeep app.

How do multiple locations work with ShopKeep?

Each ShopKeep account is designed for a single physical location.

For example, a multi-location coffee shop might have a headquarters account called coffeehq plus 3 other accounts with one register apiece. That customer would pay $69/month for each account for a total of $276/month (4 accounts, 1 register at each).

If you have questions about setting up multiple locations, please call a POS specialist at 800 820 9814.

Can I contact you with feature suggestions or ideas?

Sure! ShopKeep is growing along with you and we love to hear from our merchants on ways to keep ShopKeep working for everyone! Visit our community site and click Got an idea? Tell us! to submit your suggestions or ideas.

Where can I communicate with other business owners and members of the ShopKeep community?

Visit our ShopKeep Community Forum.

Get advice, trade ideas, help out other members or ask questions of your own. Discuss ideas and best practices, both about your iPad Point of Sale system and the best ways of growing your business.

Gift Cards

General

Click each question below for more information.

How much do ShopKeep gift cards cost?

The ShopKeep gift card service costs $29 per month for each account and bills at the same time as your regular subscription.

Check out our online store for all available card packages and prices.

How do I order gift cards?

Visit the ShopKeep online store to preview pricing and design options. When you’re ready to order, select your desired package and follow the online order form’s steps.

How can I reorder gift cards?

Custom cards can be reordered by selecting the Custom Card option and choosing Reorder an Existing Design as the service needed. Provide your ShopKeep account name and we’ll be able to replicate your previous order.

Can ShopKeep gift cards be used internationally?

ShopKeep gift cards are only available in the United States at this time.

What’s the difference between personalized and custom cards?

For personalized cards, you choose a pre-made card design and font.

Custom cards are fully customizable. Purchase our design service to have our team create custom artwork for you. Experienced Photoshop/Illustrator users can use our templates to design their cards.

Do gift card orders include envelopes or card holders?

Envelopes and card holders do not come standard with personal or custom cards. Upon signing up for our Gift Card service, we will automatically send you 20 free generic gift cards to get you started. Any additional accessories like envelopes or a stand can be ordered upon placing your gift card order.

Why didn’t I receive a proof after placing my order?

Proofs are provided while placing your order. You must approve the proof before submitting your order. Proofs will not be emailed to you unless you’ve chosen to use the ShopKeep Design Service ($79).

Can I return gift cards I purchased through ShopKeep?

We cannot accept returns or provide refunds for gift cards after they are sent to print.

How do I set up, activate, and redeem gift cards at the register?

Visit the ShopKeep Integrated Gift Cards support article for help setting up, activating, and redeeming gift cards.

Can I return a sale to a gift card?

No. Instead, return the sale to a different tender (like ‘Other’). In a separate transaction, sell a gift card for the exact return amount and tender it the same way as the return.

Are gift cards reloadable?

Sure. Follow the process to issue a gift card and swipe the card you want to add value to.

What kind of reports are available for gift cards?

The Gift Card Liabilities report in BackOffice shows total issued, redeemed, and net liabilities. The gift card reporting portal contains several other comprehensive reports.

How do I cancel my gift card subscription?

Send your request to support@shopkeep.com from the account owner email address. Be advised that your gift cards and gift card portal will be unusable after canceling.

How can customers check their balance?

Merchants can check customer gift card balances in store at the register.

Customers can check their own balance using the website on the back of their card (www.getyourbalance.com).

Personalized Gift Cards

Click each question below for more information.

How long does it take to receive personalized gift cards?

Personalized cards ship within 3-5 business days.

What does the personalized gift cards process look like?

Select the Personalized Card option when visiting the order form, then select your color and font style. Provide your business information and approve the proof, then submit your order. We will send you 20 free generic cards to get you started while you wait 3-5 business days for your cards to ship.

Custom Gift Cards

Click each question below for more information.

How long does it take to receive custom gift cards?

Custom gift cards generally ship within 10-15 business days of placing your order.

You can review the entire custom gift card process below.

What does the custom gift card process look like if I design my own cards?

Select the Custom Card option when visiting the order form, then upload your design or select a service option. Provide all requested information and approve the proof before submitting your order. We will send you 20 free generic cards to get you started while you wait 10-15 business days for your cards to ship.

What does the custom gift card process look like if ShopKeep designs my cards?

Choose Custom cards, provide your ShopKeep account name, select Add Custom Gift Card Service ($79) as the service needed. Upload any necessary files, such as logos or specific imagery (this is optional), then sit back and let ShopKeep do the designing! A proof will be emailed to you. Carefully review the proof and request a revision (if there are mistakes) or approve it (we cannot make changes after you approve). Once approved, your cards print and ship out 10-15 business days.

What specifications do I need to follow to design my own artwork?

Click here to download our specification guide in PDF format.

Pay very close attention when creating your gift card design. Incorrectly formatted artwork will cause errors and delays in printing.

Where can I find the custom gift card design templates?

Click here for our templates. This file needs to be unzipped after download.

Read through the included specifications guide before editing the templates. Incorrectly formatted artwork will cause errors and delays in printing.

Do I need to submit a design for both the front and back of my cards?

You must submit both the front and back design templates.

ShopKeep Payments

Click each question below for more information.

How do I get set up with ShopKeep Payments for credit card processing?

Call us at 800 820 9814 and speak with your POS Specialist to get started.

You’ll need to fill out an application and submit a voided check or bank letter to verify your account details. Once you’re approved, you’ll receive a welcome email with your merchant ID and instructions for running a test transaction in ShopKeep.

The setup process can take anywhere from a few business days to a week.

What are your processing rates?

ShopKeep Payments doesn’t have a set rate; rather, we use an interchange or cost plus model. We pass along the cost charged by each card brand (e.g. Visa, MasterCard, AMEX, etc) plus a small markup for service and support. Exact rates may vary somewhat month to month based on the cards you run, but should stay within a tight range.

Give us a call at 800 820 9814 and speak with your POS Specialist to get a quote today.

How do I receive my money after running cards?

Expect your bank deposit within 24-48 hours of batch closure (by default, our batches are set to close just after midnight). Processing fees are billed monthly, so you’ll receive your full credit revenue with each daily deposit.

In practical terms, this means sales run on Monday batch early Tuesday and reach your account by Wednesday morning. Friday and Saturday sales deposit on Monday because banks don’t operate on Sundays. Similarly, funds normally expected Monday will be pushed to Tuesday in the case of a bank holiday (e.g. MLK Day, Columbus Day, etc). 

When do I pay my credit fees?

Statements are assessed on the first of every month for the previous month’s activity. Fees are deducted automatically from your bank account as a lump sum, usually on the 2nd or 3rd of the month. Detailed statements are mailed out, but this information is also available online.

How can I update my bank account after setup?

Reach out to Customer Care at 800 820 9814 to get started.

You’ll need to fill out a small form and supply a voided check or bank letter to confirm your account details. Usually this takes 3-5 business days to process, but can take up to 5-7 days if your account is less than 90 days old. To limit any delays, you should provide your long-term choice of deposit account when you first sign up. 

How can I access my statements and processing details?

Contact Customer Care at 800 820 9814 to file a request for reporting access.

Normally it takes 1-2 business days for us to handle your inquiry. When setup is finished on our end, we’ll send an email with your login credentials and instructions.

How do I cancel my account?

Before you call it quits, consider that we guarantee our rates to be the lowest of any ShopKeep compatible processor. If you get a lower rate in writing, bring it to our sales team and give us a chance to beat it!

ShopKeep Payments operates on a month-to-month basis, so there are no termination fees or contract limits. Give us a call or send us an email to close your account. Only the account owner or authorized contact can do this, so expect to complete a brief security check for us to confirm your identity. 

EMV

We have a significant amount of educational material about EMV, including blog posts, this FAQ, and video content. These materials should help you understand what EMV really means and how to prioritize it for your business. Ultimately, the decision about how and when to adopt EMV is up to you, the merchant.

Click each question below for more information.

What is EMV?

EMV stands for Europay, MasterCard and Visa. EMV is a standard originally created by these companies for smart payment cards (also called chip cards) and the terminals which accept these cards.

Rather than storing payment information on an unchanging magnetic stripe like traditional debit and credit cards, EMV chip cards use that chip you see to create a unique transaction code every single time they are used. The ever-changing payment information makes these cards practically impossible for criminals to duplicate.

What is the EMV liability shift?

Before October 1, 2015, if an in-store transaction was conducted using a counterfeit, stolen, or otherwise compromised card, consumer losses from that transaction fell on the payment processor or issuing bank, depending on the card’s terms and conditions.

After October 1, 2015, the deadline created by major U.S. credit card issuers American Express, MasterCard, Visa, and Discover, the liability for card-present fraud shifted to whichever party is least EMV-compliant in a fraudulent transaction.

When will the EMV liability shift occur?

As of October 1, 2015, the liability for card-present fraud shifted to the least EMV-compliant in a fraudulent transaction.

Why is the EMV liability shift occurring?

This shift is taking place in an attempt to increase credit card security and minimize credit card fraud in the United States, where more than 50% of world fraud occurs on under 25% of world transactions. It is an initiative undertaken by the four major U.S. credit card issuers: American Express, MasterCard, Visa, and Discover.

Do I have to accept EMV chip cards in my business?

No. There is no official requirement, government or otherwise, that you must accept EMV chip cards. However, if you do not accept them and your customers use them, you may be held liable for fraudulent transactions.

How do EMV chip cards work?

They work similarly to existing magnetic-stripe cards, but instead of swiping the card, you or your customer will now insert or “dip” the card into your credit card reader. The card will then stay in the terminal for verification by either signature (vast majority of U.S. cards) or PIN. Once verified, you or your customer will remove the card from the reader. This usually takes slightly longer than a traditional magnetic stripe transaction.

What happens if I swipe an EMV chip card? Or use a magstripe card on an EMV reader?

EMV chip cards still have magnetic stripes that can be swiped on non-EMV readers. If you swipe an EMV chip card on an active EMV reader, the reader will reject the swipe and ask you to insert the card. If you swipe an EMV chip card on a ShopKeep EMV reader before it is enabled to accept EMV, it will work like a traditional magstripe card. In the rare case of fraud, you may be covered by the ShopKeep EMV Liability Promise.

If you swipe a traditional magstripe card (with no chip) on any EMV reader, the transaction will be just like a normal credit card sale before the EMV liability shift. Additionally, you will not be liable in case of any fraud because the credit card company will be the least EMV-compliant party in the transaction.

Does ShopKeep sell EMV-capable devices?

Yes!

We have two models of EMV-capable readers available in our online store, here.

Does my current EMV-capable device work?

Yes, if you have ShopKeep’s iPP320 ethernet credit card reader or the iCMP Bluetooth credit card reader, you can accept traditional magnetic stripe (swipe), and Apple Pay transactions at your business today

Will my current credit card readers continue to function?

Yes. If a customer has a traditional magnetic stripe card, they can still use that card the same way they do now. Additionally, EMV chip cards still have magnetic stripes that can be used for swiping on any traditional credit card reader. However, if you only accept transactions from those cards via swipe, you may be held liable for any fraudulent transactions in those cases.

Our supported iCMP and iPP320 credit card readers are both EMV-capable.

Where does ShopKeep have more information on EMV?

We have been writing consistently about EMV for quite some time on our blog and have some great tips there! Additionally, we have a whitepaper about the future of payments and a general EMV FAQ page.

Register App

From running sales, to adding discounts to running returns use this guide to view questions and answers related to the ShopKeep register app.

CLICK FOR THE REGISTER FAQ

BackOffice

BackOffice is the account management portal where you manage inventory, export reports, review sales data and customize your account settings. We’ve compiled a list of frequently asked questions regarding BackOffice for your convenience.

CLICK FOR THE BACKOFFICE FAQ

Reporting

Reporting provides insight into critical aspects of a business like sales and staff performance. This list of frequently asked questions focuses on different types of reports available in BackOffice.

CLICK FOR THE REPORTING FAQ

Advanced Topics

From credit card processing to ShopKeep Pocket to Serverless Sync™ use this list of frequently asked questions about some of ShopKeep’s more advanced topics.

CLICK FOR THE ADVANCED TOPICS FAQ