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 button 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. Click 'Save'.
  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. Click 'Save'.
  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 cannot find an item with variants on the button layout setup page.

Items with variants are kept separate from basic items on the button layout page, so make sure to look for them in the right place.

  1. Scroll to the bottom of the items list or use the search function to find the item.

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

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

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

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

  3. At the register, tap 'Get Updates' to sync with BackOffice.

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

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

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

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

Bulk Management returns an error when I add or modify items with variants.

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


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