Transactions Screen Troubleshooting

This page provides solutions to issues you might encounter while running transactions at the register.

Table of Contents

I don't see 'Gift Card' or another tender on my register.

  1. First, make sure you’re looking in the right place.

    Tapping ‘More…’ should reveal all tenders enabled in BackOffice.

  2. Check that the tender is enabled in BackOffice.
  3. At the register, open the Control Panel and tap 'Get Updates'.

    If you receive an error while getting updates, visit our troubleshooting guide for help.

My cash drawer won't open.

ShopKeep communicates with the cash drawer through your receipt printer. Troubleshoot the printer’s connection first, then follow the steps below.

  1. Make sure the printer is 'Connected' in Printer Setup and the switch is green. If the switch isn’t green, tap to turn it on.
  2. If your receipt printer doesn’t show up or shows up as 'Not Connected', troubleshoot the printer.
  3. Drawer still not opening? Visit our Cash Drawer Troubleshooting guide for more information.

"Disconnected" / "Connected"

This message appears when the iPad loses its connection with the iDynamo credit card reader. Make sure the reader is firmly secured in the charging port.

The register's keyboard or keypad won't pop up.

By default, the on-screen keyboard is hidden when a barcode scanner is first connected but can be easily revealed as needed.

  1. If using the iOS ShopKeep Register app, tap and hold the arrow in the bottom-right corner to manually open the keyboard.
    • Once opened manually, the keyboard will automatically open in the future when a text box is selected on the iPad.
    • Using a Socket Bluetooth scanner? Double-tap the small power button on top of the scanner to toggle the keyboard or put the scanner into Application Mode for iOS devices.
    Click to Enlarge
  2. If using the Android ShopKeep Register app, follow the steps below to enable the on-screen keyboard.

    These steps show how to enable the keyboard on our supported Samsung Galaxy Tab A (2019) tablet, but steps for other devices may vary. If you need help, contact your device manufacturer or visit Android support.

    a Open the ‘Settings’ app.
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    b Tap ‘General Management’.
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    c Select ‘Language and input’.
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    d Tap ‘Default Keyboard’.
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    e Toggle ‘On-screen keyboard’ on.
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Discounts are applying to non-discountable items.

By default, transaction-level discounts apply to the entire sale subtotal regardless if there are non-discountable items involved. You can change this behavior in BackOffice, if you’d like.

  1. In BackOffice, click 'Settings' and select 'Discounts'.
  2. Choose 'total of only discountable items'.
  3. Press 'OK' to save.
  4. At the register, open the Control Panel and tap 'Get Updates'.

    If you receive an error while getting updates, visit our troubleshooting guide for help.

“Quantity on Hand tracking disabled”

This error occurs when checking the quantity on hand (QoH) of an untracked inventory item. Read below to learn how to track the item.

  1. Tap ‘OK’ to dismiss the error.
  2. In BackOffice, enable inventory tracking for the item.
  3. On the register, open the Control Panel and tap ‘Get Updates’.

“Connection Failed”

This error means the register has either poor or no internet connection. ShopKeep must be connected to the internet to utilize certain features, such as viewing an item’s quantity on hand (QoH).

  1. Tap ‘OK’ to dismiss the error.
  2. Follow these steps to troubleshoot your network connection.

An item’s quantity on hand is incorrect.

An incorrect quantity on hand (QoH) may mean the item was not sold or returned properly, was not received in BackOffice, or was stolen. Read below to learn how to fix the item’s quantity.

  1. Adjust the item’s quantity to the correct number.

My register is missing the register layout.

Businesses that scan or search for items can hide the register layout for an expanded view of the transaction screen. Unhide the register layout to start using it again.

  1. Tap the icon in the bottom left to unhide the register layout.
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An item is grayed out on the register layout and item search panel.

When an item is grayed out and unable to be rung up, it means the item was made unavailable for sale. If the item is physically able to be provided to customers, make it available again on the register to ring it up.

  1. Tap and hold the unavailable item shortcut for 2 seconds.
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  2. Select ‘Available for sale’ to make the item available.
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  3. If prompted, enter a manager code and tap ‘Enter’ to authorize the change in availability.
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I entered the wrong guest count.

Follow the steps before to re-enter the guest count if you make a mistake.

  1. Tap the Guests icon.
  2. Enter the correct number of guests and tap ‘Done’.

A keypad pops up whenever I start a sale.

The keypad appears to remind cashiers to enter the number of guests associated with each new transaction. Visit BackOffice to disable this automatic prompt.

  1. In BackOffice, click ‘Settings’ and select ‘General’.
  2. Uncheck the setting for prompting cashiers to enter the Guest Count, then click ‘Save’.
    Click to Enlarge
  3. On the ShopKeep register, open the Control Panel and tap ‘Get Updates’.

I’m unable to enter guest counts for transactions.

The Guest Count feature is only available on compatible versions of the ShopKeep Register app. Follow below to make sure the feature is enabled, update the app, and refresh the register.

  1. Follow the steps here to make sure Guest Count is enabled in BackOffice.
  2. Update the ShopKeep Register app to the latest version.

    For help updating the app, visit our Introduction to the iPad article.

  3. On the ShopKeep register, open the Control Panel and tap ‘Get Updates’.

I need to adjust a tip that was entered incorrectly.

In most cases, tips cannot be changed after tapping ‘Charge’ at the register. However, merchants processing credit cards with ShopKeep Payments can submit requests to adjust incorrectly entered tip amounts.

  1. Follow the steps here to view the instructions for requesting a tip adjustment.

After scanning a customer’s ID, driver’s license, or passport, I am not prompted to verify the customer’s information.

This issue may occur if you scan the wrong barcode, are not using a supported scanner model, or if the Socket S740 scanner is not in Application mode.

  1. Make sure you are scanning the correct part of the customer’s ID, driver’s license, or passport.

    Not sure what to scan? See our example here.

  2. If the customer’s ID has multiple barcodes, cover the incorrect barcode while scanning the correct one.
  3. If scanning an ID or driver’s license, make sure you are using either the Socket S740, Zebra DS2208, or Zebra DS4608 2D barcode scanner.

    Other barcode scanner models are not supported for scanning IDs.

  4. If scanning a passport, make sure you are using the Zebra DS4608 2D barcode scanner and have enabled passport scanning.

    Other barcode scanner models are not supported for scanning passports.

  5. Update the ShopKeep Register app.

    For help updating ShopKeep, visit one of the following articles:

  6. If the problem persists while using the Socket S740, follow the additional steps below.
    a Unpair the scanner from the iPad.
    b Scan the barcode for Application Mode on page 15 here.
    c Re-pair the scanner with the iPad.

ShopKeep crashed during a sale and continues to crash when I open it.

The ShopKeep Register app may close unexpectedly or crash if it encounters an error. Follow the steps below to troubleshoot and fix this issue.

  1. Force quit (iOS) or force stop (Android) the ShopKeep app.
  2. Reopen the ShopKeep app and sign in.
  3. Update ShopKeep to the latest version.
    For help updating ShopKeep, visit one of the following articles:
  4. If the problem persists, follow the additional troubleshooting steps here.