Hardware FAQ

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

Table of Contents

General Hardware

Where can I purchase ShopKeep hardware?

ShopKeep hardware can be purchased online from the ShopKeep Store. Check out our Hardware Store’s FAQ for more details.

Who can I talk to about purchasing hardware?

Contact a POS Specialist for help choosing the right hardware for your business.

Does ShopKeep sell refurbished hardware?

We sure do! Browse our selection and click ‘Checkout’ when you’re done adding items to your cart.

How much does it cost to ship my hardware?

All orders to the continental United States ship ground for free, with no minimum order. We also ship to Hawaii, Alaska, territories, and Canada, but there are additional charges.

What does the hardware warranty cover?

The warranty covers hardware purchased from ShopKeep if it fails to function under normal use within 1 year of purchase. Physical damage is not covered under the warranty.

When will I receive my replacement?

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

Can I return hardware?

Send back most products you are returning within 30 days of receiving the product to receive a full refund.

How can I exchange items?

Exchanges are similar to returns. Check out our exchange policy to learn how to swap a product.

Who can I talk to with questions about my order?

Let us know 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.

Printers and Cash Drawers

What printers can I use with ShopKeep?

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

What kind of paper do I need for my printer?

  • TSP100 / TSP650II3.125″ thermal paper
  • Epson TM-m102″ thermal paper
  • SM-T300i80mm thermal paper
  • SP7001-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.

    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.

    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 TM-m10 Printer Troubleshooting
  • Ticket Printer Troubleshooting
  • I received a replacement printer. How can I connect it?

    Visit our printer setup pages for help setting it up.

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

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

    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.

    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 need to provide the 2 or 3 digit code imprinted on the drawer’s lock to order.

    How is the cash drawer powered?

    The cash drawer is powered by the receipt printer, so no power cable is required.

    Barcode Scanners

    What barcode scanners can be used with ShopKeep?

    Visit the ShopKeep Store to view compatible barcode scanners.

    Can I connect my barcode scanner to a computer?

    Yes, some barcode scanners can be connected to a computer via Bluetooth. Please refer to your scanner’s user manual for support.

    Can I use the on screen keyboard while I use the barcode scanner?

    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 batteries.

    I lost the user manual for my scanner. How can I replace it?

    User manuals for the barcode scanners can be viewed 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

    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.

    I lost my internet connection. Can I still run credit cards?

    Credit card transactions cannot be run without an internet connection.

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

    1. On the register app, visit the Control Panel and tap 'Hardware Setup'.
    2. Select 'Card Readers' to verifiy that the card reader is connected

      If the reader is not connected, use one of our setup guides to get it working.

    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 Troubleshooting
  • iCMP Troubleshooting
  • Simplicity Stand for iCMP Troubleshooting
  • iDynamo Troubleshooting
  • Networking Hardware

    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 the supported R7000 Nighthawk.

    What is the best way to set up my network?

    Check out our Best Practices for Network Setup guide to learn the best way to set up your network.

    Are there any networking devices that are not recommended?

    Networking devices that are not recommended include modem / router combos and switches.

    iPads and iPad Enclosures

    Can I use an Android device to run ShopKeep?

    Currently, 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 sufficient. If you are going to use your iPad for other purposes (playing games, taking photos, etc), you may want to consider a larger model.

    I’m new to using iPads. Where can I learn the basics?

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

    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.

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

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

  • Simplicity Enclosure Troubleshooting
  • WindFall Stand Troubleshooting
  • Freeform Stand Troubleshooting
  • Troubleshooting: iPad Enclosures

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