ShopKeep Pocket Troubleshooting

This page provides solutions for issues that you might encounter while using the ShopKeep Pocket app.

Need help setting up Pocket? Visit the ShopKeep Pocket support article.

Table of Contents

ShopKeep Pocket App Issues

When I try to add my store, I get the error: “Verification Failed, Invalid login/password”.

This indicates that the store name, username/email, and/or password were entered incorrectly.

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1 Re-enter the store name.

It should be one word, lowercase, and contain no punctuation or spaces.

2 Re-enter the username/email.

3 Re-enter the password.

Username/email and password are case-sensitive. They should be identical to what is used to sign into BackOffice.

4 Tap Verify & Save.

I just tried to open ShopKeep Pocket and the app crashed. What can I do?

Follow along below to troubleshoot this issue. After completing each step, open Pocket to see if the problem was resolved.

1 Open the App Store and update Pocket.

2 Force quit Pocket.

Make sure to have your Apple ID + password, ShopKeep store name, and BackOffice login + password handy.

My sales data is not updating. Is there anything I can try?

Follow along below to troubleshoot this issue. After completing each step, check to see if the problem was resolved.

1 Verify the internet connection by trying to load a webpage on that device.

2 On the iPad register, load the Diagnostics Overview and check for errors next to Request Queue.

Visit the Manager Functions Troubleshooting guide to fix Request Queue errors.

3 Force quit and reopen the ShopKeep Pocket app.