Transaction Troubleshooting

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


First, make sure you’re looking in the right place. Tapping More… should reveal Gift Card as a tender option.


Check that Gift Card is enabled as a tender in your BackOffice.

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.

  • 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.

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.