Setup FAQ

New to ShopKeep and feeling overwhelmed? Don’t be. This guide breaks down some of the most frequently asked questions about setting up your account, inventory, and hardware.

Table of Contents

Account Setup

This section addresses questions you may have while setting up your account, BackOffice, and register.

Is there a user guide or manual to help me get started?

Visit our Startup Guide for help signing up and getting your account started.

Who can I speak to about setting up a ShopKeep account?

Chat with a POS Specialist to get your account up and running.

I’ve sold my business and the new owner wants to keep ShopKeep. Can they take over the account?

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

The new business owner will have to set up their own payment processing account. For this, they need to fill out our ISO Boarding Form with their Payment Processor information prior to being able to accept credit cards with the new account.

After the new business owner has set up their new ShopKeep account and Payments Processing account, submit a request to Customer Care to close your existing ShopKeep account. If you’re using ShopKeep Payments as your processor, you’ll need to submit a separate request to close that account as well.

Where can I download the ShopKeep register app?

ShopKeep is available for download from Apple’s App Store. Visit the Introduction to the iPad article if you need help downloading ShopKeep.

How do I activate my register?

After downloading ShopKeep, open the app and tap Activate Your Register. For step-by-step activation help, visit the Activate & Sign In article.

How can I add more registers?

Add additional register licenses in BackOffice to be able to activate more registers.

How can I add employees?

Add employees from the Staff List in BackOffice.

How can I manage what my employees have access to?

Visit the Staff List to manage employee access to the register and BackOffice.

Can I customize my receipt?

Of course. First, enter the business info to appear on your paper receipt. After your paper receipt is set, add a business logo, social media links, and other customizations to your email receipt.

Can I set up a customer list?

Sure. You can add customers to the Customer List from the register, from BackOffice, or you can import customers from a spreadsheet.

If you run into any problems managing customers in BackOffice, visit our troubleshooting guide for help.

How can I set up my account to accept credit cards?

Visit the Credit Card Processing article to learn how to set up credit card processing.

Can I change how customers sign for credit card sales?

Yes, just change the Tips and Signature setting in BackOffice. You can have customers sign on the iPad’s screen or on a paper receipt.

How can I set up my register to accept tips?

Enable gratuity settings in BackOffice so customers can leave tips on credit card sales.

How can I set up my account to accept gift cards?

Contact us to set up your ShopKeep account for gift card processing.

Can I add more tenders (gift cards, checks, etc.) to use at the register?

Yes. Enable additional tenders from the Tender Settings section of BackOffice.

Are there any integrations or add-ons I can set up?

There are a few different integrations that add powerful features to help you manage your business:

  • QuickBooks – Sync your sales and returns to QuickBooks Online.
  • MailChimp – Send mass emails to customers on your Customer List.
  • BigCommerce – Sell your products online and sync inventory with BackOffice.
  • Inventory Setup

    Inventory is made up of items and items are what you sell. This section answers some of the most common questions about setting up basic and variant inventory items.

    How do I add inventory items?

    Go to the Items List in BackOffice to add basic items and items with variants. For large inventory lists, try importing from a spreadsheet.

    What is the difference between basic items and items with variants?

    Basic items are for single items like Bottled Water or Blueberry Jam. Items with variants are for items that have multiple attributes like one T-Shirt that is sold in different sizes, colors, and materials.

    What are modifiers?

    Modifiers are item options commonly used in restaurants and bars for order customization. With modifiers, customers can choose the type of cheese for a burger, add-on some extra bacon, and hold ingredients.

    Should I use modifiers or variants for an item?

    Visit our Variants vs. Modifiers article to help you determine whether to use basic items with modifiers or items with variants.

    Can I create open priced items?

    Yes, visit the Open Priced Items article to learn how to create this type of item.

    How can I add buttons to the button layout?

    You can add buttons to the button layout in BackOffice from the iPad Button Layout page.

    Can I create more than one button for one item?

    No, there can only be one button per item.

    Can the same button appear on more than one page of the button layout?

    No, each button can only appear on one page at a time.

    Can I move or remove buttons from the layout?

    Sure. Click and drag buttons to move them around the layout. Move a button back up to the item list to remove it.

    What are raw goods?

    Raw goods are sub-items used as components of items sold in your store. For example, if your restaurant sells a large coffee, creating and attaching the raw good “large coffee cup” and “large coffee lid” helps you track how much of that packaging you’re selling with the coffee. Raw goods work best as “paper goods” or non-consumable components.

    Hardware Setup

    A register would not complete without extras like a cash drawer, printer, or credit card reader. Here we cover frequently asked questions about buying and setting up hardware.

    How can I find out what hardware is compatible with ShopKeep?

    Visit the ShopKeep Store or ShopKeep Support to see the hardware we support.

    How can I purchase hardware?

    Purchase hardware directly from the ShopKeep Store and contact us if you have any questions.

    How do I set up my credit card reader?

    Visit our Hardware support page to find setup steps for your specific reader.

    How do I set up my receipt printer or ticket printer?

    Setup steps vary depending on which model printer you have. Visit our Hardware support page and find your printer for detailed setup help.

    Can I set up my cash drawer without a receipt printer?

    The cash drawer must be connected to a receipt printer for it to open automatically for cash transactions. You can use a cash drawer without a receipt printer but will need to open it manually with a key.

    How do I set up my label printer?

    Follow the DYMO LabelWriter Setup guide to learn how to set up your DYMO label printer.

    Can I use a barcode scanner?

    Yes, we support a few models of the Socket Bluetooth barcode scanner. Visit our setup article for help connecting a scanner to your iPad.

    Is there anyone available to help me set up my hardware?

    Yes, just schedule a session in advance with your ShopKeep Expert.

    How can I take care of my hardware once I set it up?

    After setting up your hardware, visit one of our best practices guides for tips on prolonging its life:

  • iPads and iPad Enclosures
  • Credit Card Readers and Barcode Scanners
  • Printers and Cash Drawers

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