Login Issues

This section focuses specifically on issues that you may encounter when trying to login to your BackOffice.

I’m trying to log in to BackOffice, but I keep getting this message: “You did not submit a valid combination of store name, login, and password.”

Remember that all fields on the login page are case sensitive, so upper/lowercase letters do make a difference.


Your store name should be lowercase and all one word.

The login is your email address.

Can’t remember your password? Click the Forgot your Password? link.

I entered my login credentials correctly, yet I still receive an error.

Attempt to login to www.shopkeepapp.com on a different web browser such as Chrome, Mozilla Firefox, Safari, or Internet Explorer.

When I try to reset my password, I get an error: “That email address is not valid for this store.”

Check that the email address entered is the business owner’s. BackOffice manager login passwords can only be reset by the business owner via the Staff List section of BackOffice.

Access Issues

This section focuses on issues that you may encounter while trying to access specific features in your BackOffice.

I signed into BackOffice, but some of my Settings are missing.

Some parts of the Settings menu, like Receipts and Register Licenses, are only visible to the business owner. If these are missing, it means you are not signed in as such. The business owner login is the email address used to create the account.

I am currently logged in as the business owner, but I’m still unable to view all features.

Visit the Staff List and make sure that no employee email matches the business owner email. If you are the business owner as well as an employee, there’s no need to add the email again in the Staff List, you’re all set to log in.

I logged in, but there’s a message that my account was suspended and I can’t click on anything.


If your billing date arrives and there is no card on file or the charge is declined, your account will become suspended after 30 days. You will be notified by email that the billing was unsuccessful & we will try to bill you again during this period.

Register wills continue to work and data will still sync, but access to BackOffice will be restricted until you enter or update the card on file.

Billing Issues

This section focuses on issues related to account billing.

I signed a 1 year contract, but now I want to cancel my ShopKeep account.

Contract plans are non-refundable and cannot be canceled. Contact Customer Care to obtain a copy of your contract with the terms of your plan.

I entered my credit card number, but I get an error: “Number does not match credit card. Please try again.”

Make sure that all of the credit card numbers are entered correctly. Check that the credit card information matches the credit card type.

After I click Submit, I receive a “Required Field Not Completed” message.

Expiration date, CVV, Cardholder Name, and Billing Zip Code are all required fields. Make sure that all of the information is filled out completely and accurately for each field.