Staff/Employee Troubleshooting

I do not see all employees on the Staff List page.

BackOffice managers see a limited list of staff that excludes employees with BackOffice logins. Log in as account owner to view all staff.

1 Tap the arrow at the top and Logout.


2 Enter the account owner email and password and tap Log in.

This is the email and password used to create the account.


I added employees in BackOffice, but they cannot sign in or clock in at the register.

When an employee is added in BackOffice, update the register to download their register code and information.

1 Sign in to the register as a manager.

2 On the Control Panel, tap Get Updates.


When an employee signs in to the register, they do not see manager functions like Open/Close Shift.

Open/Close Shift, No Sale, Pay In/Payout, and Get Updates are all features that available only for managers. Make the employee a manager to give him/her access to these functions.

1 On the Staff List, select the employee.

2 Check the Register Manager box and tap OK.


3 Sign in to the register and Get Updates.

I gave an employee access to BackOffice, but they cannot see some settings.

BackOffice managers can view most, but not all, settings. Log in as account owner to manage restricted settings like Register Licenses and Receipts.

For more information on employee privileges, visit the BackOffice Settings and Password support article.

Time Clock Issues

When my employees clock in/out, their time clock punches display the wrong time in BackOffice.

There are a few date and time settings that affect time clock punches.

1 Check that the time zone on the device you’re accessing BackOffice from is correct.

2 Check the date, time, and time zone settings on your iPad register.

Then, clock in/out and verify the clock punch appears at the correct time. If this works, all future clock punches will be correct.

3 Contact ShopKeep Customer Care at 800.820.9814 or

If the above steps don’t help, your ShopKeep account’s time zone setting may be incorrect.

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