Hardware FAQ

View answers to frequently asked questions about ShopKeep printers, card readers, iPads, and more. Visit one of our Best Practices Guides to find out how to properly take care of your hardware.

Table of Contents

General Hardware

This section addresses general questions you may have about ordering, returning, exchanging, and setting up ShopKeep hardware.

Where can I purchase ShopKeep hardware?

ShopKeep hardware can be purchased online from the ShopKeep Store. Check out the ShopKeep Store FAQ for answers to common questions about ordering, shipping, returns, and warranties.

What hardware should I purchase?

Each unique business has different hardware needs. Visit one of the following articles to see the recommended hardware for your business type:

  • Setup for Brick and Mortar Stores
  • Setup for Mobile Businesses
  • Setup for Managed Institutions
  • Setup for Tradeshows
  • Who can I talk to about purchasing hardware?

    Contact your Point of Sale Specialist for help purchasing hardware.

    Does ShopKeep sell refurbished hardware?

    We sure do! Browse our selection of refurbished hardware here.

    How much does shipping cost?

    All orders to the continental United States ship for free with no minimum order. We also ship to Hawaii, Alaska, US territories, and Canada for an additional charge.

    What does the hardware warranty cover?

    The warranty covers hardware purchased from ShopKeep if it fails to function under normal use (physical damage is not covered). View the full details of the hardware warranty here.

    Is there a way for me to add additional protection to my hardware?

    Yes, ShopKeep’s Hardware Protection Plan covers the replacement of Covered Hardware in the event of Accidental Damage and Hardware Defects as described in the Terms of Service.

    When will I receive my replacement?

    Hardware replacements ship overnight and arrive the next business day (Monday – Friday).

    Can I return hardware?

    Most hardware can be returned within 30 days for a full refund. See the full details of our return policy here.

    How can I exchange purchased hardware?

    Exchanges are similar to returns. Check out our exchange policy to learn how to swap a product. Note that defective hardware cannot be exchanged for a different model.

    Who can I talk to with questions about my order?

    Contact us if you have specific questions about your order.

    I already placed my order, can I add more items?

    Once an order is confirmed, you cannot add items to it. Simply place a new order for the additional items.

    How do I set up my hardware?

    Visit our Hardware page to view detailed setup guides for each piece of ShopKeep hardware. If you have questions about setting up your hardware, visit our Setup FAQ.

    Printers and Cash Drawers

    Wondering what kind of paper to order for your receipt printer? Lost the keys to your cash drawer? All of that and more is covered in this section.

    What printers can I use with ShopKeep?

    Visit our online store to view which printers are compatible with ShopKeep.

    How do I set up my printer?

    Setup steps will vary based on the model of printer you have. Visit your specific printer’s support article below for help setting up:

  • Epson TM-m10 / TM-m30 Ethernet Receipt Printer
  • Epson TM-m10 / TM-m30 Bluetooth Receipt Printer
  • Epson TM-U220B Kitchen Ticket Printer
  • Star Micronics TSP100 Ethernet Receipt Printer
  • Star Micronics 650II Bluetooth Receipt Printer
  • Star Micronics SP700 Kitchen Ticket Printer
  • What kind of paper do I need for my printer?

  • Epson TM-m30 and Star TSP100 / TSP650II Receipt Printers3.125″ thermal paper
  • Epson TM-m10 Receipt Printer2″ thermal paper
  • Epson TM-U220B and Star SP700 Ticket Printers1-ply or 2-ply bond paper
  • Can I change the font, font size, or font color of receipts/tickets?

    No. Fonts, font sizes, and font colors cannot be changed.

    Can I add a logo to my printed receipts?

    No. However, you can add a logo to email receipts.

    How do I test the connection between my printer and ShopKeep?

    Follow these steps to navigate to the Printer Setup screen & print a test slip to your receipt or ticket printer.

    Can I use my ticket printer to print receipts?

    No, the Epson TM-U220B and Star SP700 ticket printers can only be used to print kitchen tickets.

    Where can I purchase a replacement ink ribbon for my ticket printer?

    Look no further than the ShopKeep Store. Visit one of the links below to purchase a new ink ribbon:

  • Ink Ribbons for Epson TM-U220B Kitchen Printer
  • Ink Ribbons for Star SP700 Kitchen Printer
  • How can I get help for an issue with my receipt or ticket printer?

    Visit one of the guides below for help solving most common printer issues:

  • Ethernet Printer Troubleshooting
  • Bluetooth Printer Troubleshooting
  • Epson Printer Troubleshooting
  • Ticket Printer Troubleshooting
  • How do I connect my replacement printer?

    Setup steps will vary by printer model. Find your specific printer on our Hardware page for help setting up.

    Can I use a label printer to print barcodes for my items?

    Yes! ShopKeep is compatible with the DYMO LabelWriter 450 label printer.

    Can I connect my label printer to an iPad?

    No. The DYMO LabelWriter 450 label printer is only compatible with desktop and laptop computers running Windows or macOS.

    Where can I purchase labels for my label printer?

    Visit the ShopKeep Store to purchase compatible labels for your DYMO printer.

    How can I get help for an issue with my label printer?

    Easy, just visit our DYMO LabelWriter Troubleshooting guide.

    How do I set up my cash drawer?

    To set up your cash drawer, plug its cable directly into your receipt printer’s ‘DK’ port. If you need assistance, visit your printer’s support article for help.

    How is the cash drawer powered?

    The cash drawer is powered by the receipt printer it is connected to, so no power cable is needed.

    Where can I order another set of keys for my cash drawer?

    Give us a call at 866.300.9175 to order replacement keys for your standard or heavy duty cash drawer. You will need to provide the 2 or 3 digit code imprinted on the drawer’s lock to order.

    Barcode Scanners

    A barcode scanner helps speed up the checkout process by allowing you to scan items to ring them up. This section answers commonly asked questions about this handy piece of hardware.

    What barcode scanners can be used with ShopKeep?

    Visit the ShopKeep Store to view compatible barcode scanners and accessories.

    How do I set up my barcode scanner?

    Visit our Socket Barcode Scanner Setup article for help charging the scanner and pairing it with the register.

    Can I connect my barcode scanner to a computer?

    Some barcode scanners can connect to a computer via Bluetooth, but we do not provide support for this functionality. Please refer to the scanner’s user manual for help.

    Can I use the on-screen keyboard while my barcode scanner is connected?

    Yes, just make sure that the barcode scanner is in iOS Mode.

    Can I use my barcode scanner to add inventory?

    The barcode scanner can be used to add UPC codes to items or to receive inventory. The barcode scanner cannot add new items on its own.

    What kind of batteries does the scanner require?

    The batteries required for the 7Mi and 7Ci models are AAA NiMH rechargeable batteries. The 7Qi model requires lithium-ion batteries. Do NOT use any other type of battery.

    How can I get a replacement user manual for my barcode scanner?

    Barcode scanner user manuals can be found on Socket’s website.

    How can I get help for an issue with my scanner or one of its accessories?

    Visit one of the guides below for help solving most common barcode scanner issues:

  • Barcode Scanner Troubleshooting
  • Charging Cradle Troubleshooting
  • QX Stand Troubleshooting
  • Card Readers

    Broaden the scope of payments your business accepts by using a card reader to run credit and gift cards. Here we answer the top questions asked about this essential piece of hardware.

    What card readers can I use with ShopKeep?

    Visit our online store for a list of compatible card readers. All models must be purchased directly from ShopKeep to work with the register.

    How do I set up my card reader?

    Setup steps will vary based on the model of card reader you have. Visit your specific reader’s support article below for help setting up:

  • Ingenico iPP Series Ethernet Card Reader
  • Ingenico iCMP Bluetooth Card Reader
  • iDynamo Card Reader
  • Clover All-in-One Card Reader and Printer
  • Can I run credit cards if I lose my internet connection?

    Credit card transactions cannot be run without an active internet connection.

    How can I make sure that my card reader is connected?

    In the ShopKeep register app, visit either the ‘Card Readers’ screen or the ‘Diagnostics’ screen to check your card reader’s connection status.

    How can I get help for an issue with my reader or one of its accessories?

    Visit one of the guides below for help solving most common credit card reader issues:

  • iPP320/iPP350 Troubleshooting
  • iCMP Troubleshooting
  • Simplicity Stand for iCMP Troubleshooting
  • iDynamo Troubleshooting
  • Clover Mini Troubleshooting
  • Where can I learn more about my ShopKeep Payments credit card terminal?

    For the most detailed information about the Verifone VX 520, PAX S80, and First Data FD130 terminals, download the relevant user guide below:

  • PAX S80 User Manual
  • VX 520 User Manual
  • FD130 User Manual
  • Note: These terminals are external devices and do not integrate with ShopKeep.

    Networking Hardware

    ShopKeep requires an internet connection to be able to accept credit cards and sync register data with BackOffice. This section covers frequently asked questions about the hardware used to set up your network.

    What networking hardware can I use with ShopKeep?

    ShopKeep works well with most standalone routers. If you don’t have a router, we suggest using our supported Google Wifi.

    What is the best way to set up my network?

    Check out our Best Practices for Network Setup guide for tips on how to best set up your network for use with ShopKeep.

    How do I set up my router?

    If you are using our recommended Google Wifi system, follow the steps here to set it up. If you are using a different router, consult its manual or contact an IT professional for setup help.

    iPads and iPad Enclosures

    From deciding what type of iPad to buy to taking care of the stand it sits in, here we answer common questions about iPads and iPad enclosures.

    Can I use an Android device to run ShopKeep?

    No, the ShopKeep register app is only compatible with Apple iPads.

    What kind of iPad do I need for ShopKeep?

    ShopKeep works best on an iPad (5th gen), iPad Pro, or iPad Mini 4. For a list of all supported iPad models, visit our Best Practices guide. To purchase an iPad enclosure, check out the ShopKeep Store.

    What size iPad should I buy?

    If you plan to use your iPad only for ShopKeep, 32GB of storage is fine. If you are going to use your iPad for other purposes (playing games, taking photos, etc), you may want to consider a higher capacity model.

    Where can I learn the basics of using an iPad?

    First, check out our Introduction to the iPad article for an overview of the iPad’s buttons and ports. When you’re ready to dig deeper, visit one of our recommended Apple support links to view user guides and other in-depth information from Apple.

    How can I get help for an issue with my iPad?

    Our iPad Troubleshooting guides can help you sort out common iPad-related problems. If you don’t see your issue listed there, contact Apple support directly for assistance.

    How do I set up my iPad enclosure?

    Setup steps will vary based on which enclosure you have. Visit your specific enclosure’s support article below for help setting up:

  • ShopKeep iPad Stand
  • Freeform Wooden iPad Stand
  • What is the best way to take care of my iPad and its enclosure?

    Visit our Best Practices guide to learn the best way to care for your iPad and iPad enclosure.


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