Manager Functions Troubleshooting

Managers are employees that have additional permissions at the register. To make sure everything is running smoothly for your managers, use this guide to find solutions to issues encountered while completing manager duties at the register.

Table of Contents

Cash Management Issues

This section covers problems related to manager functions in the Cash Management area of the Main Menu.

I opened or closed a register shift for the wrong amount. Can I do anything about that?

No, opening and closing cash drawer amounts cannot be changed once entered. Be aware that the drawer may have an overage or shortage at the end of the shift, but sales reporting will not be affected.

When I tap 'Open the Cash Drawer', the cash drawer doesn’t open.

We’ve got you covered! Head over to the cash drawer troubleshooting guide to get everything sorted out.

I don’t see ‘Open / Close Register Shift’, ‘Open the Cash Drawer’, or ‘Pay In / Payout’ on the Main Menu.

These features are only available to Register Managers. If an employee needs access, assign them manager permissions from BackOffice. Otherwise, sign into the register as an existing Register Manager user to access these functions.

  1. (Optional) To give an employee Register Manager permissions, visit the Staff List in BackOffice.
  2. Sign into the register as a Register Manager to access these Cash Management features.

Setup Issues

This section covers problems related to manager functions within the Setup section of the Main Menu.

When I tap 'Get Updates from BackOffice', ShopKeep returns an error message.

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‘Sync Error’ is often the result of an internet connection issue. Follow the suggestions below to troubleshoot the connection:

  1. Load a website or perform another function that requires internet.
  2. Check that the iPad is connected to the correct WiFi network. If not, reconnect it to your network.
  3. Ask someone familiar with your network setup to reboot the modem and router.
  4. Contact your internet service provider for further assistance.

I’m having problems adding items or setting up item shortcuts.

Visit our dedicated Items Troubleshooting guide for help fixing issues related to managing inventory items or item shortcuts.

I don’t see ‘Manage Items’, ‘Edit Shortcuts’, or ‘Receipt and Tip Settings’ on the Main Menu.

‘Manage Items’ and ‘Edit Shortcuts’ are available to all employees with BackOffice Manager permissions, while ‘Receipt and Tip Settings’ is only available to the Business Owner of ShopKeep accounts created on or after July 23, 2019.

  1. (Optional) To give an employee BackOffice Manager permissions or to look up the Business Owner register code, visit the Staff List in BackOffice.
  2. Sign into the register as a BackOffice Manager or as the Business Owner to access these setup features.

    If ‘Receipt and Tip Settings’ is not available, you are not signed in as a BackOffice Manager, the Business Owner, or your account was created after July 23, 2019 and is not eligible for this feature.

I can't find the setting that lets customers sign and tip on the same screen.

The ‘Combine tip options and signature on the same screen’ setting only appears when certain conditions are met. Follow the steps below to figure out why this feature is missing from Receipt and Tip Settings.

This setting is not compatible with EMV payments. Looking for the ‘Combine tip options and signature’ setting in BackOffice? Get help here.

  1. In Receipt and Tip Settings at the register, select the ‘Business Info’ tab.
  2. Check that 'Signature' is set to 'On screen' and 'Tips' is enabled.

    If these settings are not configured properly, the same screen setting will not appear.
    Visit our Tips and Gratuity article to learn how to check tip and gratuity settings.

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I don’t see ‘Get Updates from BackOffice’ on the Main Menu.

This option on the Setup menu is only available to employees with Register Manager permissions.

  1. (Optional) To give an employee Register Manager permissions, visit the Staff List in BackOffice.
  2. Sign into the register as a Register Manager to access ‘Get Updates from BackOffice’.

Support Issues

This section covers problems related to manager functions within the Support section of the Main Menu.

On the Diagnostics screen, there are a number of items next to the Pending Queue / Delayed Queue.

The Pending Queue / Delayed Queue represents the amount of data on its way to BackOffice from the register. If the number of items in these queues does not go down, follow the steps below to fix the issue.

  1. Make note of the number of items in the queue.
  2. Check the internet connection on the register.
  3. Wait 10 minutes, then check the queue again.
  4. Follow the specific steps below that reflect the queue's behavior.
  • If the number of items in the queue has decreased:
    1. Wait until the queue reaches 0.
  • If the number of items in the queue has not decreased:
    1. Check that the register is connected to the correct WiFi network. If not, reconnect it to your network.
    2. Load a website or perform another function that requires internet.
    3. Ask someone familiar with your network setup to reboot the modem and router.
    4. Contact your internet service provider for further assistance troubleshooting your network connection.

    I don’t see the Register List.

    The Register List is only visible when Serverless Sync™ is enabled and is only available to Register Managers.

    1. Follow the steps here to enable Serverless Sync™.
    2. Sign into the register as a Register Manager to access the Register List.

    I’m having problems with the Register List.

    Don’t worry, we’ll help you fix it. Visit the Serverless Sync™ Troubleshooting Guide for help.

    “Could not deactivate this register.”

    This error appears when deactivating a register if there is an internet connection problem. Resolve the connectivity issue, then deactivate the register again.

    1. Tap ‘OK’ to dismiss the error.
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    2. Follow the steps here to troubleshoot your internet connection.
    3. Deactivate the register again.

    “Shift is Open”

    Before deactivating a register, the register shift must be closed. If an open shift error appears when deactivating a register, close the shift to be able to complete the deactivation.

    1. Tap ‘OK’ to dismiss the error.
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    2. Follow the steps here to close the register shift.
    3. Deactivate the register again.

    Miscellaneous Issues

    This section covers problems related to manager functions not addressed in the sections above.

    How do you end the day with credit card transactions?

    All credit card transactions are reported on the Z Report and you do not need to close the credit card batch from the terminal or app because it is done automatically with ShopKeep. Simply close the register shift to end your day for all transaction types.

    When I deactivate a register, I receive an error message indicating it failed.

    This may have occurred if the iPad was not connected to the internet when attempting to deactivate. Check your internet connection, then tap ‘Retry’.

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