Frequently Asked Questions

This guide is your go-to resource for answers to frequently asked questions. Here we’ll cover subjects ranging from account setup and billing to BackOffice and inventory.

Table of Contents

Account & Billing

Get quick answers to your ShopKeep account and billing questions.

How much does ShopKeep cost?

Prices may vary according to your preferences and needs in a POS system. Please call to speak to a Point of Sale Specialist for information about pricing or visit our pricing page to get a free quote.

* Businesses in NY, IL, PA, WA, and Washington D.C. are subject to state sales tax on each register license.

What types of payments are accepted?

Account billing is done via credit card. We accept Visa, MasterCard, Discover, and American Express.

* We cannot accept checks or bill you directly.

How does billing work?

Billing happens either monthly or annually, depending on your plan. Credit cards are the only form of payment we can accept. Visit our Manage Account article to learn how to update payment information.

Where can I see which plan I have?

Your billing rate/plan is listed in BackOffice under Manage Account.

Where can I view my billing statements?

Billing activity from the past 120 days can be viewed from BackOffice in the ‘Billing Activity’ section of the Manage Account page. If the ‘Billing Activity’ section is not present, contact us for assistance.

Can I change account settings and details on the iPad?

Account settings cannot be updated within the ShopKeep register app, but you can log into BackOffice from the iPad. Just launch Safari and visit www.shopkeepapp.com. Log into BackOffice with your Business Owner credentials, then follow the steps here.

* BackOffice performs best on a desktop or laptop, so we recommend using a computer instead of the iPad when working in BackOffice.

I’m selling my business and the new owner wants to use ShopKeep. Can I transfer my account to him/her?

For a smooth transition, we require the new owner to create their own ShopKeep account. Have the new owner contact your Point of Sale Specialist for help setting up the account and transferring over inventory.

The new owner must also set up their own payment processing. To learn how to do this, visit our Credit Card Processing support article.

After the new owner sets up their account, submit a request to Customer Care to close your ShopKeep account. Be aware that once your account is closed, you will no longer have access to BackOffice. If using ShopKeep Payments as your processor, submit a separate request to close that account as well.

How do I cancel my ShopKeep account?

If you’d like to cancel your account, please contact us. Include your phone number so an Account Services team member can reach out to you and process your request.

Why is my account suspended?

If your billing date arrives and the charge is declined, your account will be suspended after 30 days. We’ll try to re-bill your account during this time and let you know by email if we are successful. If your very first billing is declined, your account will be suspended immediately.

The register will continue to work while your account is suspended, but you won’t be able to access BackOffice until payment is received. Visit our Manage Account article to learn how to add or update payment details.

Are seasonal businesses supported?

If your business needs to close temporarily or operates on a seasonal basis, we can make your account dormant for the duration of your off-season as long as you’re paying monthly rather than on a contract. Contact Customer Care to make an account dormant.

* Dormant accounts are charged a reduced rate of $9.99/month and carry 0 register licenses but retain full access to BackOffice. This allows you to view reporting, edit inventory, and prepare for next season’s reopening.

How can I change my BackOffice password?

Business Owners can click the ‘Need Help Logging In?’ link on the BackOffice login page to request a password reset link. Other BackOffice users must ask the Business Owner to change their password. For step-by-step help changing your password, visit our BackOffice Settings & Password article.

How do I activate / deactivate a register?

Visit our Activate & Sign In article to learn how to activate a register. Deactivating a register requires access to both the physical iPad and BackOffice. Check out the Add & Remove Register Licenses article for the complete steps to deactivate.

Support

Learn where and when to get the best support along with information on ShopKeep supported hardware.

Is technical support available?

Yes, our award-winning Customer Care team is available 24/7. Visit our Points of Contact support article to learn how to get in touch.

Where can I get help if I have an issue?

Visit one of our Troubleshooting Guides for help resolving problems related to ShopKeep apps, BackOffice, and supported hardware.

What is a Location Code and where do I find mine?

A Location Code is a 6-digit number that allows our Customer Care advisors to quickly identify your account when you contact us. Find your Location Code in BackOffice, on the register’s Diagnostics screen, the last page of the register’s Help section, or on any error message.

Do you offer hardware setup help?

Yes! We will happily schedule a call to help you set up your hardware. Just make an appointment with a ShopKeep Expert for assistance.

What hardware is compatible with ShopKeep?

All supported hardware can be found in our online store. Hardware kits are our recommended packages but you can add-on or buy hardware items à la carte as needed.

What kind of iPad do I need to run ShopKeep?

ShopKeep works best on an iPad (5th gen), iPad Pro, or iPad Mini 4 running iOS 10 or above. ShopKeep does not run on Android devices. Visit our Best Practices for ShopKeep Apps guide to learn more.

How do I process credit cards?

ShopKeep offers a payment processing solution, ShopKeep Payments, with competitive pricing and no long-term contracts or commitments. Learn more about credit card processing here.

Do I need internet to run ShopKeep?

ShopKeep can run cash sales without an internet connection, but an active internet connection is required to process credit cards and sync register data to BackOffice. If your internet connection goes down, you cannot run credit cards. In times like these, consider accepting only non-credit tenders or using a credit card imprinter so you can enter credit transactions manually when your connection is restored. To run a manual credit transaction, the card number, expiration date, CVV code, and billing zip code are required.

How can I find out if there is an issue with BackOffice or credit card processing?

If ShopKeep or credit card processing is down, check status.shopkeep.com for updates on the situation. Click Subscribe to Updates to receive real-time text or email alerts.

Miscellaneous

Below we address miscellaneous questions about ShopKeep unrelated to the other sections here.

Is ShopKeep available internationally?

We cannot offer or support our product outside the USA and Canada.

Additionally, we do not support VAT, multi-currency, multiple languages, or integrated credit card processing in countries outside the USA and Canada.

Can I return hardware I purchased from ShopKeep?

Yes, you can return most products for a full refund. Once you initiate a return, we will contact you within 3 business days with a prepaid shipping label to send back your product(s). Please see our complete Return Policy for details, exclusions, and instructions for initiating a return.

What kind of integrations and add-ons does ShopKeep offer?

A number of integrations designed to empower your business are available as ShopKeep add-ons:

  • Set up QuickBooks Integration to automatically sync all shift data right to where you need it.
  • Sync your ShopKeep customer list with MailChimp to put together email marketing campaigns.
  • Sign up for ShopKeep Gift Cards and start selling them in store.
  • Integrate with AppCard for loyalty features and advanced reporting tools.
  • Sell your inventory items online with our BigCommerce eCommerce integration.
  • Where do I find out about the latest ShopKeep versions or features?

    Keep up on what’s new by reading our blog, checking out our Release Notes article or looking at the What’s New section on the register’s Control Panel.

    How do multiple locations work with ShopKeep?

    Each ShopKeep account is designed for a single physical location. Accounts, or locations, can be linked together to simplify BackOffice management and to enable multi-location reporting.

    Visit the articles below for help setting up and managing multiple locations in ShopKeep:

  • Multi-Store: New Store Setup – Learn how to create a new linked location and copy inventory/customers from your existing location to the new one.
  • Multi-Store Management – Learn how to link multiple existing ShopKeep locations, switch between linked locations, and manage locations in ShopKeep Pocket.
  • Can I use a Bluetooth printer to print kitchen tickets?

    Yes. The Epson TM-m10 and TM-m30 printers can print receipt and kitchen tickets via Bluetooth. After setting up your printer, visit our ticket printing support article to learn how to configure it as a ticket printer.

    Can I use ShopKeep for my online store?

    Yes! We offer an eCommerce integration through BigCommerce. Sync your ShopKeep inventory with your BigCommerce account to sell your items online.

    Can I contact you with feature suggestions or improvement ideas?

    Yes, please do! We love to hear from our merchants. Let us know what your experiences are and what you would like to see from us so we can improve and enhance the ShopKeep experience in the future.

    * Note: Submitting a feature request does not guarantee that the feature will be created, but we do review and consider all requests.

    Am I able to accept and track customer deposits?

    Yes, deposits can be left as full, partial, or refundable payments. Visit our Liabilities & Redemptions support article to learn how to accept and refund deposits.

    ShopKeep Payments

    Here, we’ll touch on the most common ShopKeep Payments questions we receive from merchants like you.

    How do I get set up with ShopKeep Payments for credit card processing?

    Contact your Point of Sale Specialist or visit our ShopKeep Payments page to get a free quote.

    You’ll need to fill out an application and submit a voided check or bank letter to verify your account details. Once you’re approved, you’ll receive a welcome email with your merchant ID and instructions for running a test transaction in ShopKeep.

    What are your processing rates?

    ShopKeep Payments doesn’t have a set rate. We use an interchange or cost plus model instead. We pass along the cost charged by each card brand (e.g. Visa, MasterCard, AMEX, etc) plus a small markup for service and support. Exact rates may vary somewhat month-to-month based on the cards you run but should stay within a tight range. Contact your Point of Sale Specialist to get a quote for your business.

    When do I receive money from credit card transactions?

    Deposits occur within 24-48 business hours of batch closure (by default, our batches are set to close just after midnight). Payment processing fees are billed monthly, so you’ll receive your full credit revenue with each daily deposit.

    In practical terms, this means sales run on Monday batch early Tuesday and reach your account by Wednesday morning. Friday and Saturday sales deposit on Monday because banks don’t operate on Sundays. Similarly, funds normally expected Monday will be deposited Tuesday in the case of a bank holiday (e.g. MLK Day, Columbus Day, etc).

    When do I pay my credit card processing fees?

    Statements are assessed on the first of every month for the previous month’s activity. Fees are deducted automatically from your bank account as a lump sum, usually on the 2nd or 3rd of the month. Detailed statements are available online via the AccessOne reporting portal.

    How can I update my bank account information after setup?

    Submit your request to our Customer Care team at paymentssupport@shopkeep.com.

    We’ll send you a short form to fill out and you’ll need to supply a voided check or bank letter to confirm your account details. This typically takes 3-5 business days to process but can take up to 7 days if your account is less than 90 days old. To limit any delays, you should provide your long-term choice of deposit account when you first sign up.

    How can I access my statements and processing details?

    Shortly after completing ShopKeep payments boarding, you will receive an email that includes your username and a link to access your AccessOne online reporting portal.

    How can I cancel my ShopKeep Payments account?

    Before you call it quits, consider that we guarantee our rates to be the lowest of any ShopKeep compatible processor. If you get a lower rate in writing, bring it to our sales team and give us a chance to match or beat it!

    If you decide to cancel, give us a call or send us an email to close your account. Only the business owner or an authorized contact can do this, so expect to complete a brief security check for us to confirm your identity.

    EMV

    We have a significant amount of educational material about EMV, including blog posts, this FAQ, and video content. These materials should help you understand what EMV really means and how to prioritize it for your business. Ultimately, the decision about how and when to adopt EMV is up to you, the merchant.

    What is EMV?

    EMV stands for Europay, MasterCard and Visa. EMV is a standard originally created by these companies for smart payment cards (also called chip cards) and the terminals which process them.

    Rather than storing payment information on an unchanging magnetic stripe, like traditional debit and credit cards, EMV cards use that chip you see to create a unique transaction code every time they are used. This ever-changing payment information makes these cards less susceptible to fraud or duplication.

    What is the EMV liability shift?

    Before October 1, 2015, if an in-store transaction was conducted using a counterfeit, stolen, or otherwise compromised card, consumer losses from that transaction fell on the payment processor or issuing bank, depending on the card’s terms and conditions.

    After October 1, 2015, the deadline created by major U.S. credit card issuers American Express, MasterCard, Visa, and Discover, the liability for card-present fraud shifted to whichever party is least EMV-compliant in a fraudulent transaction.

    When did the EMV liability shift occur?

    The liability shifted to the least EMV-compliant in a fraudulent transaction as of October 1, 2015.

    Why did the EMV liability shift occur?

    The shift took place in an attempt to increase credit card security and minimize credit card fraud in the United States, where more than 50% of world fraud occurs on under 25% of world transactions. The initiative has been adopted by the four major U.S. credit card issuers: American Express, MasterCard, Visa, and Discover.

    Do I have to accept EMV chip cards at my business?

    No. There is no official requirement, government or otherwise, that you must accept EMV chip cards. However, if you do not accept them and your customers use them, you may be held liable for fraudulent transactions that occur at your business.

    How do EMV chip cards work?

    They work similarly to existing magnetic-stripe cards, but instead of swiping the card, the card is inserted or “dipped” into the card reader. The card stays in the terminal for verification by either signature (vast majority of U.S. cards) or PIN. Once verified, you or your customer remove the card from the reader. This usually takes slightly longer than a traditional magnetic stripe transaction.

    What happens if I swipe an EMV chip card or use a magstripe card on an EMV card reader?

    EMV chip cards still have magnetic stripes that can be swiped on non-EMV readers. If you swipe an EMV chip card on an active EMV reader, the reader will reject the swipe and ask you to insert the card.

    If you swipe an EMV chip card on a ShopKeep EMV reader before it is enabled to accept EMV, it will work like a traditional magstripe card. If fraud occurs, you may be covered by the ShopKeep EMV Liability Promise.

    If you swipe a traditional magstripe card (with no chip) on an EMV reader, the transaction will be just like a normal credit card sale before the EMV liability shift. Additionally, you will not be liable in case of any fraud because the credit card company will be the least EMV-compliant party in the transaction.

    Does ShopKeep sell EMV-capable devices?

    Yes! We have multiple models of EMV-capable readers available in our online store, here.

    Will my current credit card readers continue to function after EMV is enabled for my account?

    Credit card readers that are not EMV-capable, such as the iDynamo, cannot be used after EMV is enabled. Merchants who attempt to use both EMV-capable and non-capable readers at the same time risk receiving fines or being held liable for chargebacks.

    Our supported iCMP, iPP320, and Clover Mini credit card readers are all EMV-capable devices.

    Where does ShopKeep have more information on EMV?

    We’ve been writing consistently about EMV for quite some time on our blog and have some great tips there!

    Setup

    From configuring your account to adding inventory, this list of frequently asked questions focuses on account, inventory, and hardware setup.


    Register App

    Whether running sales, adding discounts, or processing returns, use this guide to view common questions and answers related to the ShopKeep register app.

    BackOffice

    BackOffice is the account management portal where you manage inventory, export reports, review sales data and customize your account settings. We’ve compiled a list of frequently asked questions regarding BackOffice for your convenience.

    Hardware

    Hardware includes printers, scanners, card readers, and other supported devices that are part of your ShopKeep setup. This guide answers common questions about purchasing, setting up, and using hardware.

    Inventory

    This guide covers frequently asked questions related to managing, receiving, and adjusting inventory items as well as questions about inventory reporting.

    Reporting

    Reporting provides insight into critical aspects of a business like sales and staff performance. This list of frequently asked questions focuses on different types of reports available in BackOffice.

    Gift Cards & Liabilities

    Here, we answer questions to help you become more familiar with gift cards, gift certificates, and deposits.

    Advanced Topics & Integrations

    From credit card processing to ShopKeep Pocket to Serverless Sync™ use this list of frequently asked questions to answer your questions about some of ShopKeep’s more advanced topics.


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