Cashier Functions Troubleshooting

This guide covers issues that may occur while performing cashier functions found on the register’s Control Panel. Having problems with returns, shift reports, or gift cards? It’s all covered here.

Table of Contents

History / Returns Issues

This section covers problems with functions accessed from the History / Returns screen, such as returning sales or reprinting receipts.

I accidentally returned a sale.

Though returns cannot be canceled or undone, you can balance out the day’s net sales and inventory quantities by running another sale.

  1. Run a sale for the same items that were returned.
  2. Finish the sale to the same tender as the return.

    If the return was for Credit, you will need to swipe the customer’s card again to charge them.

I cannot find the sale I need to return.

The ‘History / Returns’ screen only shows transactions from the current shift. To return a sale from a previous shift, search for the transaction.

  1. Use the search bar to look up the sale.

    Search by transaction number, last 4 digits of the customer’s credit card, or scan the receipt’s barcode.

    Click to Enlarge

    Or tap the arrow and select ‘Customer’ to search by customer name, email, or phone #.

    Click to Enlarge
  2. Finish returning the sale as usual.

    Visit our complete Performing Returns article if you need help.

"No matching results" / "Invalid search"

These errors indicate a problem with the criteria used to search for a transaction. Check that everything was entered correctly to resolve the issue.

  1. If searching by transaction number, check that you entered the correct number from the receipt.

    It is the 19 digit Transaction #, not the Order #.

  2. If searching by the last 4 digits of the customer's credit card, make sure you entered the digits correctly.
  3. Re-enter the transaction number or last 4 digits and try again.

    Be careful not to make a mistake or miss a digit.

The 'Credit' button is grayed out on the return screen.

Cashiers can only return a sale to ‘Credit’ if the original sale was paid by credit card. If the ‘Credit’ button is disabled, you must return the sale to a different tender, such as ‘Cash’.

“Returning too much” / "Already returned"

These errors indicate the amount you are trying to refund is more than what is allowed. This is because either part of the sale or the entire sale was already returned.

  1. Remove items from the return or process a manual return.

"Unknown error. Could not verify the original sale with BackOffice."

This error occurs when returning a sale while BackOffice is undergoing scheduled maintenance. Read below to learn how to proceed.

  1. Tap 'OK' to dismiss the error.
  2. Either process a manual return or try the return again later once maintenance is complete.

    You can monitor the status of the maintenance work at

“Quantity on Hand tracking disabled”

This error occurs when checking the quantity on hand (QoH) of an untracked inventory item. Read below to learn how to track the item.

  1. Tap ‘OK’ to dismiss the error.
  2. In BackOffice, enable inventory tracking for the item.
  3. On the register, open the Control Panel and tap ‘Get Updates’.

An item’s quantity on hand is incorrect.

An incorrect quantity on hand (QoH) may mean the item was not sold or returned properly, was not received in BackOffice, or was stolen. Read below to learn how to fix the item’s quantity.

  1. Adjust the item’s quantity to the correct number.

"Connection failed"

This error means the register has either poor or no internet connection. ShopKeep must be connected to the internet to utilize certain features, such as returning a sale.

  1. Tap ‘OK’ to dismiss the error
  2. Follow these steps to troubleshoot your network connection.
  3. If unable to complete a return, process a manual return.

I cannot find the receipt I need to reprint.

By default, the History / Returns screen only displays transactions from the current shift. If you cannot find the transaction you need to reprint, use the search bar to search all shifts, past and present.

  1. Follow the steps here to search for the transaction.
  2. Finish reprinting the receipt as usual.

    Visit our complete Using the Register article if you need help.

I get an error message when I try to reprint a receipt.

Visit one of our printer troubleshooting guides to resolve the issue with your printer.

Nothing happens when I tap the arrow to reprint a gift receipt.

If the arrow next to ‘Print Receipt’ is disabled, it means either a return or a sale from a previous shift is selected. Gift receipts cannot be reprinted for these types of transactions.

Shift Report Issues

Trouble with the Shift Report? We’ve got you covered.

I cannot print my X/Z report.

Use one of our printer troubleshooting guides to diagnose and solve the problem.

Gift Card Issues

Trouble checking the balance of a gift card? Keep reading for answers.

"This register does not have gift cards set up yet."

If you got an email stating your account is set up for gift cards, follow the steps below to fix this issue.

NOTE: This feature is only available for ShopKeep merchants on select pricing packages.

  1. Make sure you followed all of our setup instructions.
  2. Get Updates on the register.
  3. Check the gift card's balance again.

“Couldn’t connect to gateway”

Gateway errors occur when the register has a poor connection to the internet or no connection at all.

NOTE: This feature is only available for ShopKeep merchants on select pricing packages.

  1. Press the register's Home button to exit the ShopKeep app.
  2. Open a web browser (Safari, Firefox, etc.) and perform a Google search.
    • If search results load, force quit and re-open ShopKeep, then check to see if the issue is resolved.
    • If search results do not load, follow these additional steps:
  3. Open Settings and tap 'Wi-Fi'.
  4. Check if the register is connected to the correct network.
    • If the register is connected to the correct network, reboot the device and try the sale again.
    • If not, switch to the correct network, force quit ShopKeep, and try the sale again.
  5. If the problem persists, reboot the router or contact your internet service provider for help restoring the internet connection.

Visit our Best Practices guide for tips to reduce network connectivity issues to ensure the most reliable ShopKeep experience.

The register is prompting me to manually enter a gift card.

This means there is a problem with the connection between the register and your card reader.

NOTE: This feature is only available for ShopKeep merchants on select pricing packages.

  1. Visit one of our credit card reader troubleshooting guides for help resolving the problem.

Miscellaneous Issues

This section covers miscellaneous cashier issues unrelated to the sections above.

I can't save a check to a table in the Table screen.

Checks must be created directly from the Table Screen in order for it to be assigned to a table.

Learn more by reading our section on Using the Table Layout.

‘Diagnostics’ is missing from the Control Panel.

The Diagnostics screen is only available for cashiers in the ShopKeep Register for iOS v2.44.0 and above. Follow the step below to update the ShopKeep app.

  1. Update the ShopKeep Register app to the latest version.

    For help updating the app, visit our Introduction to the iPad article.

On the Diagnostics screen, there are a number of items next to the Pending Queue / Delayed Queue.

The Pending Queue / Delayed Queue represents the amount of data on its way to BackOffice from the register. If the number of items in these queues does not go down, follow the steps below to fix the issue.

  1. Make note of the number of items in the queue.
  2. Check the internet connection on the register.
  3. Wait 10 minutes and check the queue again.
  4. Follow the specific steps below that reflect the queue's behavior.
  • If the number of items in the queue has decreased:
    1. Wait until the queue reaches 0.
  • If the number of items in the queue has not decreased:
    1. Check that the register is connected to the right WiFi network. If not, reconnect it to your network.
    2. Load a website or perform another function that requires internet.
    3. Ask someone familiar with your network setup to reboot the modem and router.
    4. Contact your internet service provider for further assistance troubleshooting your network connection.

    I'm having a problem with a cashier function not covered here.

    Visit our ShopKeep App Troubleshooting page for links to troubleshooting guides covering other cashier topics, such as the Transaction screen and Checks screen.

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