Advanced Topics FAQ

Advanced topics include specialized functions and integrations like Serverless Sync™ and Apple Pay. Here are the most frequently asked questions about these types of features.

Table of Contents

Credit Card Processing

This section addresses common credit card processing questions. Need to get set up? Check out the Credit Card Processing support article.

What credit card readers work with ShopKeep?

ShopKeep is only compatible with the MagTek iDynamo, Ingenico iCMP, and Ingenico iPP320 credit card readers purchased directly from shop.shopkeep.com.

Can I use an external credit card machine?

External terminals, like those provided by credit card processors, do not integrate directly with ShopKeep. If you have to use one, enable External Credit/Debit as active tenders for cashiers to use at the register.

Can I run credit cards with no internet?

No, ShopKeep needs an active internet connection to process credit cards.

If the internet is offline, accept only non-credit tenders or take an imprint of the card and enter it later. Card number, expiration date, CVV code, and billing ZIP are all required for a manual credit card sale.

Check out the Accepting Credit Cards support article to learn more.

Can I accept debit cards?

Sure, as long as the card has a Visa/MasterCard/AMEX/Discover logo. Swipe debit cards just like credit cards, but be aware that PIN entry is not supported.

How do customers sign for credit card sales?

Customers can sign and tip on the iPad screen or on a printed receipt.

Visit the Paper Receipts support article to learn how to change the Tips and Signature setting.

Do I need to enter the tip right after swiping a card?

No, cashiers can enter gratuity from a paper receipt at any point after the sale with the Tip Later feature. Go to the Tip Later support article to see how it works.

What happens if a cashier forgets to enter a tip?

Cashiers must enter the tip before finalizing a sale. There is no way to add gratuity to a sale after it is closed.

Can I adjust a tip after entering it?

No. Users cannot change a sale’s gratuity after entering it.

If the gratuity is more than it should be, consider returning the sale or contact Customer Care.

How can I view gratuity reporting and pay out tips?

Go to the Tips and Gratuity support article to find out about these processes.

Do I need the customer’s credit card for a return?

No, you don’t. A return automatically refunds money back to the card used in the original sale. Manual returns to a credit card are not allowed.

Visit the Performing Returns support article for the entire return process.

Can I refund a tip without returning the entire sale?

No. A cashier must return the sale to refund its gratuity.

How do I settle my batch when the business closes?

ShopKeep sets up accounts for automatic batch closure at 12:00 am local time. Contact Customer Care if you are concerned batches are not closing or if the business does not receive funding.

Can I change credit card processors?

Sure. The first step is to fill out an updated ISO boarding form. Customer Care will test the new account and reach out to schedule a time to make the switch.

Is ShopKeep PCI compliant?

Yes. ShopKeep credit card readers instantly encrypt customer info when a cashier swipes a card. This data travels through our payment gateway to your processor. ShopKeep does not store sensitive credit card information on the iPad or in BackOffice.

Apple Pay

Look no further for answers to popular questions about using Apple Pay with ShopKeep.

How do I set up Apple Pay?

The business must use a compatible processor, Apple Pay enabled card reader, and the latest version of ShopKeep. Go to the ShopKeep and Apple Pay support article for complete details.

Which devices can customers pay with?

Customers can pay with any iPhone 6, iPhone 6s, iPhone SE, or Apple Watch model.

How do I accept Apple Pay on a sale?

Tender the sale as Credit. The customer must hold their device within 1″ of the card reader.

For a walkthrough, visit the ShopKeep and Apple Pay support article.

ShopKeep Pocket

This section covers frequently asked questions about our mobile app, ShopKeep Pocket. Tap here to download Pocket from Apple’s App Store.

Is Pocket available for Android devices?

No. ShopKeep Pocket is only available on iPhones and iPods running iOS 8 or later.

Can I run sales, check inventory, or perform other actions in Pocket?

No. ShopKeep Pocket is a mobile reporting app designed to show recent sales data for all of your stores.

How do I refresh my sales in Pocket?

Swipe from top to bottom with one finger to update Pocket’s sales information.

Pocket displays “Invalid login/password”. How can I fix it?

Visit the ShopKeep Pocket Troubleshooting guide to sort out this and other errors.

Serverless Sync™

Serverless Sync enables the business to view open checks from any register on the same WiFi network.

How do I enable Serverless Sync?

Turning on Serverless Sync is a multi-step process involving both the iPad and BackOffice. Visit the Serverless Sync support article to learn more.

What specifications must my network meet to run Serverless Sync?

Visit our Serverless Sync article for detailed specifications regarding Serverless Sync compatibility.

Why are checks not showing up on all registers?

Go to the Checks Screen Troubleshooting guide to fix any issues related to checks/registers staying in sync.

Can I disable Serverless Sync?

Yes, Serverless Sync can be disabled in BackOffice. DO NOT disable Serverless Sync in the middle of a shift. Make sure all checks and shifts have been closed before disabling in BackOffice. Uncheck the box shown in our Serverless Sync Setup guide, then hit Get Updates on your registers to disable.