Items with Variants Troubleshooting

This guide focuses on solving common issues associated with creating and selling items with variants.

Table of Contents

I do not see an item I created on the register.

If an item and all of its variants are missing from the register, chances are the item itself is inactive.

  1. On the register, search for the item by its name or by a variant's SKU or UPC.
    • If the item appears, consider adding it to the register layout to make it easier to find in the future.
    • If neither the item nor its variants appear, continue with the additional steps below.
  2. In BackOffice, edit the item and check the 'Active' box under 'Register Status'.
    Click to Enlarge
  3. Select a save option to finish editing the item.
  4. On the register, tap 'Get Updates' to sync with BackOffice.

I cannot ring up a variant at the register.

When some of an item’s variants cannot be selected, it means those particular variants are inactive.

  1. In BackOffice, edit the item and check the box next to each variant that should be active.
  2. Select a save option to finish creating the item.
  3. At the register, tap 'Get Updates' to sync with BackOffice.

"UPC already used"

This error appears if you try to add a UPC to a variant and that UPC is already assigned to a basic item.

There are two ways to resolve this error:

  1. Remove the UPC from the basic item it is assigned to, then enter the UPC for the variant item.

    Visit our Bulk Management article to learn how to update UPC codes in bulk.

  2. Leave the UPC assigned to the basic item and print a new label for the variant item.

    Visit our ShopKeep Label Printing article to learn how to print barcode labels.

I need to edit the name of an option value.

Since the name of an option value cannot be edited directly, the only way to change it is to remove the option value from the item and then re-add it. Follow the steps below to use this method to rename an option value.

Before removing and re-adding an option value, note the following:

  • Removing an option value will temporarily delete all variants associated with it.
  • Labels printed for variants before their deletion will no longer scan at the register. New labels will need to be printed.
  • Price, quantity on hand, cost, UPC, & reorder trigger must be manually re-entered for deleted variants.
  • Removing and re-adding an option value does not affect its name in historical reporting.
  • Variants associated with a re-added option value will appear separate from their original versions in future reporting.
    1. While editing the item, click the X to remove an option value whose name needs to be changed.

      In this example, the LArge option value needs to be changed to Large, so we remove it from the item. This deletes all variants associated with that option value.

      Click to Enlarge
    2. Enter the correct version of the option value removed in step 1.

      This re-adds all variants containing that option value.

      Click to Enlarge
    3. Set up each variant added in step 2.
      a Enter each variant’s price.
      Click to Enlarge
      b (Optional) Enter ‘Quantity’, ‘Cost’, ‘UPC’, and/or ‘Reorder Trigger’.
    4. Select a save option to finish editing the item.
      Click to Enlarge
    5. Reprint labels for variants edited in step 3.

      Labels printed before re-adding these variants will not scan at the register.

    How do I re-add a variant deleted via Bulk Management?

    We recommend only deleting variants you do not plan to sell in the future. If you must re-add a deleted variant to an existing item, follow the steps below to do so.

    Before re-adding a variant, note the following:

  • To re-add a deleted variant, you may need to temporarily delete some of the item’s other variants.
  • Labels printed for variants before their deletion will not scan at the register. New labels will need to be printed.
  • Price, quantity on hand, cost, UPC, & reorder trigger must be manually re-entered for deleted variants.
  • Variants re-added via this process will appear separate from their original versions in future reporting.
    1. Select the item with variants from the Item List.
      Click to Enlarge
    2. Click the X to remove an option value belonging to the variant to be re-added.

      In this example, the Blue – Small variant is being re-added, so we remove either the Blue or Small option value. This deletes all variants associated with that option value.

      Click to Enlarge
    3. Re-enter the option value removed in step 2.

      This re-adds all variants containing that option value.

      Click to Enlarge
    4. Set up each variant added in step 3.
      a Enter each variant’s price.
      Click to Enlarge
      b (Optional) Enter ‘Quantity’, ‘Cost’, ‘UPC’, and/or ‘Reorder Trigger’.
    5. Select a save option to finish editing the item.
      Click to Enlarge
    6. Reprint labels for variants edited in step 4.

      Labels printed before re-adding these variants will not scan at the register.

    I made an item inactive, but it's still on the register layout.

    Inactive items automatically disappear from the ShopKeep Register app after you Get Updates, but they are not removed from the BackOffice register layout setup page. Follow these steps to completely remove a button from the layout.

    1. In BackOffice, click 'Items' and select 'Register Layout'.
    2. Click and drag the item's button back to the list at the top.
      Click to Enlarge
    3. At the register, tap 'Get Updates' to sync with BackOffice.

    I do not see the cost or price for variants on the Item List.

    Cost, price, margin, and markup are all hidden from the Item List by default for items with variants.

    1. Click the icon next to the item name to view details for its variants.

      Instead of an icon, some users may see an arrow that, when clicked, shows active variants in an expanded row.

      Click to Enlarge

      An overlay with the ‘Name’, ‘Cost’, ‘Price’, ‘Margin’, ‘Markup’, ‘Quantity’ and ‘Total Value’ of each active variant appears. Click any header with arrows to sort the table.

      Click to Enlarge

    Visit our Items with Variants in BackOffice article to see how these items appear in other areas.

    How do I delete an item with variants?

    Delete an item in BackOffice to completely remove it from inventory. The sales history of the item will still be recorded in reporting up until when it is deleted.

    If you delete an item and re-add it later, labels printed for that item will not scan at the register. New item labels will need to be printed. If you might sell the item again in the future, uncheck the ‘Register Status’ box instead of deleting the item so it will remain in inventory but no longer appear for sale at the register.

    1. Select an item from the Item List.
    2. Click ‘Delete’.
      Click to Enlarge
    3. (Optional for multi-location accounts) Check the box to delete the item in all linked locations.

      This option is available for merchants with multiple linked locations and is only visible to the Business Owner in BackOffice.

    4. Click ‘Continue’.
      Click to Enlarge

    I do not see the option to create or delete items in all linked locations.

    These features are only available for accounts with multiple linked locations and are only visible to the Business Owner in BackOffice.

    1. Make sure you followed the steps to link your stores.
    2. Access the Item List from BackOffice, not from the iOS ShopKeep Register app.
    3. Check if you are logged in as the Business Owner.

      The upper right corner displays the email used to log in. The Business Owner login is either the email originally used to create the store or the email logged in when stores were linked.

    There were errors with my Bulk Management job.

    Visit our Items Troubleshooting guide for help sorting out issues related to Bulk Management.


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