iPad Login / Access Troubleshooting

This page offers solutions to problems you could encounter while trying to log into or access the iPad or the ShopKeep app itself.

Table of Contents

iPad Login / Access Issues

This section covers issues that may occur when attempting to log into and access the iPad.

My iPad went to sleep and I can’t unlock it.

Remember, this is the code used to unlock your iPad, NOT to sign into the ShopKeep app.

  1. If possible, verify the passcode with someone else who knows it and try again.

    After 6 failed attempts, your iPad will become temporarily disabled.

At this time, there is no way to recover a lost or forgotten passcode. Visit Apple’s support site for more information on how to proceed.

ShopKeep App Login / Access Issues

This section covers issues that may occur when attempting to log into and access the ShopKeep app and clock in and out.

I entered my register code, but can’t sign in or clock in.

If the screen shakes when you enter your register code, it usually means the code was entered incorrectly.

  1. Re-enter your register code.
  2. If the problem persists, hold 'Clear' for 10 seconds until ‘Getting Updates’ appears, then re-enter your register code.

    Using the ShopKeep Register on The Mini or The Station? Hold the ShopKeep logo to get updates.

  3. Still having trouble? Ask someone with BackOffice access to verify your register code from the Staff List.

Some features are missing from the register.

There are two different levels of access in the ShopKeep app: Manager and Cashier. Managers are able to perform certain actions that are off-limits to cashiers.

If items like No Sale and Pay In / Payout are missing from the Control Panel, it means you are signed in as a cashier. Anyone with BackOffice access can change register permissions through the Staff List.

I accidentally deleted the ShopKeep app from my iPad.

In this scenario, you must deactivate the deleted register in BackOffice, re-download the app, and reactivate the register. This is a multi-step process requiring access to both the iPad and BackOffice.

  1. Log in to BackOffice as the Business Owner.
  2. Click 'Settings' and select 'Register Licenses'.
  3. Click 'Deactivate' next to the register from which ShopKeep was deleted.
    Click to Enlarge
  4. Review the warning, then click 'Continue' to deactivate the register license.
    Click to Enlarge
  5. On the iPad, download ShopKeep from the App Store.
  6. After the download finishes, open the ShopKeep app and activate the register.
  7. Set up your card reader and receipt printer in ShopKeep.

    Visit our Hardware section for links to setup guides for these devices.

I want to switch my register to a different iPad.

Swapping out the iPad used as your register is a multi-step process requiring access to the existing register, the new iPad, and BackOffice.

To prevent any potential disruption, we recommend performing these steps during non-business hours.

  1. Deactivate your existing iPad register.
  2. Download the ShopKeep app on your new iPad.
  3. After downloading the app, activate ShopKeep on the new iPad.
  4. Set up your card reader and receipt printer in ShopKeep.

    Visit our Hardware section for links to setup guides for these devices.

My app keeps crashing when trying to sign in.

The ShopKeep app may sometimes crash if it encounters an error. Follow the steps below to troubleshoot and fix this issue.

  1. Force quit the ShopKeep app.
  2. Reopen the ShopKeep app and sign in.
  3. Update ShopKeep to the latest version.
  4. If the problem persists, contact Customer Care by submitting a case here.

    Or, click the ‘Help’ link in BackOffice to view all available contact options.

"113 = Saving domain to database"

The Saving domain to database error can occur while activating a new ShopKeep register or after updating an existing one. Follow the specific steps below that reflect the situation in which you experience this issue.

  • If the error appears while activating a new register:
    1. Delete the ShopKeep app.
    2. Re-download ShopKeep.
    3. Activate the register.
  • If the error appears after updating an existing register:
    1. Contact Customer Care by submitting a case here.

      Or, click the ‘Help’ link in BackOffice to view all available contact options.

    The ShopKeep Register app automatically signs out.

    With auto signout enabled, the register will automatically sign out after every sale is tendered, after every check is saved, or after a period of idle time. To disable auto signout, follow the specific step below that reflects the register’s behavior.

  • If the register signs out after every transaction is tendered:
    1. Disable Transaction Auto Signout for iOS or for Clover.
  • If the register signs out after every check is saved:
    1. Disable Check Auto Signout for Clover.
  • If the register signs out after being idle for a period of time:
    1. Disable Timed Auto Signout for iOS or for Clover.

    “Please clock out/in before clocking in/out”

    Employees must be clocked in to be able to clock out and vice versa. This error appears when an attempted clock punch violates that rule.

    1. Make note of the action stated in the error, then tap ‘OK’.
      Click to Enlarge
    2. Clock in or out as indicated by the error.
    3. (Optional) Repeat the original clock in or clock out attempt.
    4. If necessary, have the Business Owner or a BackOffice Manager edit work shifts in BackOffice to fix incorrect clock punches.

    “Please check your network connection and try again or print and submit.”

    Employees can only record a clock punch when there is an active internet connection. Print a chit to document the failed clock punch, then troubleshoot the register’s network connection to prevent the error from occurring again.

    1. Tap ‘Print’ to print a chit to a connected receipt printer with the clock punch time.

      If a printer error occurs, take a screenshot or photo of the clock punch for your records.

      Click to Enlarge
    2. Tap ‘OK’ to dismiss the clock punch notification.
      Click to Enlarge
    3. Follow the steps here to troubleshoot the register’s network connection.
    4. Clock in or out to record a clock punch.
    5. If necessary, have the Business Owner or a BackOffice Manager edit the work shift in BackOffice to adjust the clock punch.

    “You don’t have a receipt printer configured. Please take a screenshot and submit.”

    This error occurs when you try to print a chit for a clock punch, but there is no receipt printer connected to the register. If you have a receipt printer, follow the steps below to connect it. Otherwise, disregard this error.

    1. Tap ‘OK’ to dismiss the error.
      Click to Enlarge
    2. (Optional) Take a screenshot or photo of the clock punch for your records.
    3. Tap ‘OK’ to dismiss the clock punch notification.
      Click to Enlarge
    4. Visit a printer setup guide for help setting up a receipt printer.

    “Connecting to printer failed.”

    This error occurs when you try to print a chit for a clock punch, but the register cannot communicate with your existing receipt printer. Follow the steps below to dismiss this error and reconnect the printer.

    1. Tap ‘Later’ to dismiss the error.
      Click to Enlarge
    2. (Optional) Take a screenshot or photo of the clock punch for your records.
    3. Tap ‘OK’ to dismiss the clock punch notification.
      Click to Enlarge
    4. Visit a printer troubleshooting guide for help reconnecting the receipt printer.

    The time on clock punch notifications is incorrect.

    This happens when a register is set to the wrong date, time, or time zone. Fix these iPad settings to ensure all future clock punches have the correct information.

    1. On the iPad register, open the Settings app.
    2. Tap 'General' on the left and 'Date & Time' on the right.
    3. If connected to the internet, turn 'Set Automatically' on.
      • If not connected to the internet, manually adjust the date, time, and time zone.
      • This ensures future reporting is accurate but does not fix existing reporting.
    4. Verify the date, time, and time zone are all correct.
    5. Have the Business Owner or a BackOffice Manager edit work shifts in BackOffice to fix incorrect punches.

    I clocked in or out at the wrong time.

    Incorrect clock punches can be easily adjusted in BackOffice by the Business Owner or a BackOffice Manager if you forget to clock in or out at the proper time.

    1. If possible, perform one of the actions below to document the clock punch.
      • Tap ‘Print’ to print a chit to a connected receipt printer confirming the punch.
      • Take a screenshot or photo of the clock punch notification.
      Click to Enlarge
    2. Tell a manager about the incorrect clock punch.
    3. After a clock out punch is recorded, have the Business Owner or a BackOffice Manager edit the work shift in BackOffice to adjust the punch.

    • Help us improve ShopKeep Support. Was this article helpful?
    • YES   NO