Transactions Screen Troubleshooting

This page provides solutions to issues you might encounter while running transactions at the register.

Table of Contents

Transaction Troubleshooting

Below are solutions to issues that can arise within the register’s transaction screen.

I want to redeem a ShopKeep gift card, but I don’t see the gift card tender.

  1. First, make sure you’re looking in the right place. Tapping 'More…' should reveal 'Gift Card' as a tender option.
  2. Check that 'Gift Card' is enabled as a tender in your BackOffice.
  3. Then, tap 'Get Updates' on your register. Gift Card should now be an available tender on your transaction screen.

I ran a cash transaction and my drawer did not open.

ShopKeep communicates with the cash drawer through your receipt printer, so troubleshoot that connection first.

  1. Make sure the printer is 'Connected' in Printer Setup and the switch is green. If the switch isn’t green, tap to turn it on.
  2. If your receipt printer doesn’t show up or shows up as 'Not Connected', troubleshoot the printer.
  3. Drawer still not opening? Visit our Cash Drawer Troubleshooting guide for more information.

A "Disconnected" or "Connected" message appears in the middle of the screen.

This message appears when the iPad loses its connection with the iDynamo credit card reader. Make sure the reader is firmly secured in the charging port.

I need to search for an item, but my keyboard does not appear.

Are you using a barcode scanner? Double-tap the small power button on top of the scanner to open the iPad’s onscreen keyboard. For a long term solution, put your scanner into iOS mode.

I applied a discount to a sale and non-discountable items on the sale were affected.

By default, transaction-level discounts apply to the entire sale subtotal regardless if there are non-discountable items involved. You can change this behavior in BackOffice, if you’d like.

  1. In BackOffice, click 'Settings' and select 'Discounts'.
  2. Choose 'total of only discountable items'.
  3. Press 'OK' to save.
  4. Tap 'Get Updates' on the register.

I was running a transaction when ShopKeep crashed. Now, the app continues to crash when I open it.

ShopKeep version 2.8.2 has the ability to remove corrupt transactions and fix the underlying problem that causes this issue. Just update the ShopKeep app to the latest version to get back to using the register.