ShopKeep Pocket Troubleshooting

This page provides solutions for issues you may encounter while using the ShopKeep Pocket app.

Need help setting up Pocket for the first time? Visit our ShopKeep Pocket for iOS & Android article.

Table of Contents

"You did not submit a valid combination of store name, login, and password."

If you see this error while adding a location to Pocket, follow the steps below to check your login details.

  1. Re-enter the store name.

    It should be one word, lowercase, and contain no spaces.

  2. Re-enter the username / email.
    • For Business Owners, this is the email originally used to create the location.
    • BackOffice Managers must use their assigned login for the location.
    • Receive Inventory Users cannot use their login to sign into Pocket.
  3. Re-enter the password.
    • The password is case-sensitive and should be entered the same as when you sign into BackOffice.
    • If you cannot remember your password, follow the steps to reset it.
  4. Tap 'Sign in' or 'Add a new location'.

My sales are not updating.

If your sales data is not updating or Pocket returns an error like Unable to load data, follow the steps below to resolve the issue.

After each step, swipe down in Pocket to refresh your sales and check if the problem is resolved.

  1. On the device running Pocket, load a web page to verify the internet connection.

    Visit a site other than Google, such as www.nytimes.com. If it doesn’t load, you have an internet issue.

  2. Check for items stuck in the 'Pending/Delayed Queue'.
  3. Force quit/stop the ShopKeep Pocket app, then reopen it.

    Visit our troubleshooting guide to learn how to force quit an iOS app or visit Google support to learn how to force stop an Android app.

  4. In Pocket, tap your store name, select 'Add a new location', and re-enter your login information.

Pocket loaded the sign-in screen instead of my sales.

If you recently changed your BackOffice login or password, re-enter your credentials to continue using Pocket.

  1. Enter your store name, username/email, and password.
  2. Tap 'Sign in'.

I do not see the ‘Guest activity’ tile.

This tile is only available on compatible versions of ShopKeep Pocket when the Guest Count feature is enabled in BackOffice. Follow below to update the app, enable Guest Count, and refresh Pocket to show the ‘Guest activity’ tile.

Note: This feature is only available with the ShopKeep Register for iOS.

  1. Update ShopKeep Pocket to the latest version.

    Guest activity is available in ShopKeep Pocket v4.19.0 and above. For help updating the app, visit one of these articles:

  2. Follow the steps here to enable the Guest Count feature in BackOffice.

    Then, start using the Guest Count feature to record the number of guests per transaction at the register.

  3. Force quit or force stop the ShopKeep Pocket app, then reopen it.

    Visit our troubleshooting guide to learn how to force quit an iOS app or visit Google support to learn how to force stop an Android app.

“There was an error generating your receipt image”

This message appears when there is an issue that prevents Pocket from displaying a specific receipt.

  1. Reprint the receipt at the register.

    View the steps to reprint a receipt here.

The ShopKeep Pocket app crashed.

Follow the steps below, then relaunch the ShopKeep Pocket app to see if the problem was resolved.

  1. Update the ShopKeep Pocket app.

    If you need help updating Pocket, visit one of the following:

  2. Turn your device off, then back on.
  3. If the issue persists, delete and reinstall the Pocket app.

    If you need help deleting Pocket, visit Apple or Google support:

    For help reinstalling Pocket, visit our ShopKeep Pocket for iOS & Android article.

"Error"

If you see “Error” next to the name of a location, it means your login credentials have changed. This is usually the result of resetting your BackOffice password.

  1. Tap the location with the error.
  2. Enter the location's store name, username/email, and password.
  3. Tap 'Add a new location'.

"Suspended"

If you see “Suspended” next to the name of a location, it means the location is behind on its billing. Access to BackOffice and ShopKeep Pocket will be restricted until you enter a credit card or update the card on file.

  1. Log in to BackOffice.
  2. Enter a credit card or update the card on file.

    Visit our Manage Account article to learn how to add or update payment information.

I do not receive push notifications from ShopKeep Pocket.

This issue occurs if you run a version of ShopKeep Pocket that does not support notifications or if there is a problem with your device settings.

  1. Update ShopKeep Pocket to the latest version.

    Push notifications are available in ShopKeep Pocket v4.8 and above. For help updating the app, visit one of these articles:

  2. In the Pocket app, tap the ‘More’ tab and enable notifications.
  3. Adjust your device settings to allow notifications from the 'Pocket' app.

    To learn how to change notification settings, visit one of these articles:

  4. If the problem persists, follow the steps here to ensure registers are syncing with BackOffice.

The ‘Share’, ‘Text’, and ‘Call’ notification options are missing.

This issue occurs if you run a version of ShopKeep Pocket that does not support notification sharing.

  1. Update ShopKeep Pocket to the latest version.

    Notification sharing is available in ShopKeep Pocket v4.24.0 and above. For help updating the app, visit one of these articles:

The ‘Text’ and ‘Call’ notification options are grayed out.

‘Text’ and ‘Call’ are only available for employees with a phone number saved in the BackOffice Staff List. Add an employee’s phone number to BackOffice, then refresh ShopKeep Pocket to text or call that employee from the app.

  1. Follow the BackOffice steps here to edit an employee and add their phone number.
  2. In ShopKeep Pocket, tap the ‘Notifications’ tab.
  3. Swipe down from the top of the screen to refresh Pocket.

“Phone number unavailable”

This error occurs when you tap a notification’s ‘Text’ or ‘Call’ option and the employee who triggered the notification does not have a phone number saved in the BackOffice Staff List. Only employees with a saved phone number can be texted or called from ShopKeep Pocket.

  1. Follow the steps here to add the employee’s phone number to BackOffice.

“Sorry, ShopKeep Pocket is not available as part of your current subscription package.”

ShopKeep Pocket is only available for merchants on select pricing packages, upgrade your subscription to use Pocket with this location.

  1. Follow the on-screen instructions to contact us about upgrading your subscription.
  2. Tap the ‘Back’ button to return to the previous screen.

  3. After upgrading, add the location back to Pocket.

    a  If on the login screen, enter your login details and tap ‘Sign in’.

    b  If on the locations screen, tap ‘Add a new location’, then enter your login details.

"Unavailable"

ShopKeep Pocket is only available for merchants on select pricing packages, upgrade your subscription to use Pocket with this location.

  1. Tap the unavailable location to view more information.
  2. Follow the on-screen instructions to contact us about upgrading your subscription.
  3. Tap the ‘Back’ button to return to the locations screen.
  4. After upgrading, tap ‘Add a new location’.
  5. Enter the location’s login details and tap ‘Sign in’.

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