Items with Variants Troubleshooting

Use this guide to solve issues that might occur while creating and using items with variants.

Table of Contents

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

  1. In BackOffice, edit the item and check the 'Active' box under 'Register Status'.
    Click to Enlarge
  2. On the register, get updates to sync with BackOffice.
  3. If the item is still missing, update the ShopKeep register app.

    Visit the Introduction to the iPad article for help updating.

I cannot ring up some variants at the register.

  1. In BackOffice, edit the item and check the box next to a variant to make it active.
  2. On the register, get updates to sync with BackOffice.

'UPC already used'

This error message appears when you try to add a UPC code to an item with variant, but the UPC is already assigned to a basic item.

There are two different ways to resolve this error:

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

    To learn how to update UPCs in bulk, view the Bulk Management article.

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

I cannot find items with variants on the button layout setup page.

  1. Scroll to the bottom of the items list.

    Items with variants appear on the bottom of the list by default.

    Click to Enlarge
  2. Or, use the search function.
    Click to Enlarge

If you have other questions about how items with variants appear in BackOffice, visit this support article.

I made an item inactive, but it's still on my button layout.

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

  1. In BackOffice, click 'Items' and select 'iPad Button Layout'.
  2. Click and drag the item's button back to the list at the top.

  3. Sign into the iPad register as a manager.
  4. Open the Control Panel and tap 'Get Updates'.

I do not see cost, price, etc. for variants on the Items List.

  1. Click the arrow next to the item name to view details for all its variants.
    Click to Enlarge

If you have other questions about how items with variants appear in BackOffice, visit this support article.

I cannot print labels for my variants.

For help with issues affecting label printing, visit our DYMO LabelWriter Troubleshooting guide. If you have never printed labels before, visit our ShopKeep Label Printing article to learn how to get started printing.


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