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 iPad's keyboard/keypad won't pop up.

Are you using a barcode scanner? Double-tap the small power button on top of the scanner to open the iPad’s onscreen keyboard. For a long term solution, put your scanner into iOS mode.

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.

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

Newer versions of ShopKeep have the ability to remove corrupt transactions and fix underlying problems that cause this issue.

  1. Update the ShopKeep app to the latest version.

    Visit our Introduction to the iPad article if you need help updating ShopKeep.

  2. If the ShopKeep app continues to crash, contact Customer Care.

    To learn how to contact Customer Care, visit this support article.


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