Register Login / Access Troubleshooting

This article will help you solve issues related to logging in to and accessing iPads, Android tablets, and the ShopKeep Register app.

Table of Contents

iPad Login / Access Issues

This section covers issues that occur while trying to log in to and access the iPad.

My iPad went to sleep and I can’t unlock it.

Remember, this is the code used to unlock your iPad, NOT to sign in to the ShopKeep Register app.

  1. Verify the passcode with someone who knows it (if possible), and try again.

    Be aware that after 6 failed attempts, the iPad will be temporarily disabled for 1 minute. After additional failed attempts, the iPad will be disabled for increasingly longer amounts of time.

    There is no way to recover a forgotten passcode. If you cannot remember the passcode after several failed attempts, visit Apple support for help with how to proceed.

Android Tablet Login / Access Issues

This section covers issues that occur while attempting to log in to and access an Android tablet.

My Android tablet went to sleep and I can’t unlock it.

If unable to unlock your Android tablet, it means the PIN or password was not entered correctly or the correct unlock pattern was not drawn. If unlocking with a PIN, remember this is the code used to unlock your tablet, not to sign in to the ShopKeep Register app.

  1. Verify the PIN, password, or unlock pattern with someone who knows it (if possible), and try again.

    Be aware that after several failed attempts, the tablet will be temporarily disabled for 30 seconds. After additional failed attempts, the tablet will be disabled again.

    There is no way to recover a forgotten PIN, password, or unlock pattern. If you cannot remember after multiple failed attempts, visit Android support for help with how to proceed.

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ShopKeep App Login / Access Issues

This section covers issues that occur while attempting to log in to, access, and clock in and out via the ShopKeep Register app.

I entered my register code, but can’t sign in or clock in.

If the screen shakes when you enter a register code, it either means the code was entered incorrectly or the register needs to sync with BackOffice.

  1. Re-enter the register code.
  2. If the problem persists, hold 'Clear' (iOS) or the ShopKeep by Lightspeed logo (Android) for 10 seconds to get updates, then re-enter the register code.
    iOS ShopKeep Register App              

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    Android ShopKeep Register App

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  3. If the problem persists, have someone with BackOffice access verify the register code from the Staff List.

Some features are missing from the register.

The permissions set for employees in BackOffice determine which features they can use at the register. For example, only Register Managers (not Cashiers) can open and close register shifts, perform pay ins and payouts, and open the cash drawer. In addition, employees with relevant BackOffice permissions can access certain BackOffice features from the register, such as adding and editing inventory items.

  1. Ask an employee with the proper permissions to sign in to the register and access the feature.
  2. (Optional) Edit permissions from the Staff List to change what employees can access at the register.

I accidentally deleted the ShopKeep Register app.

In this situation, you must deactivate the register license for the deleted register in BackOffice, re-download the ShopKeep Register app, and reactivate the register. This is a multi-step process requiring access to both the iPad or Android tablet and BackOffice.

  1. Log in to BackOffice as the Business Owner.
  2. Click 'Settings' and select 'Register Licenses'.
  3. Click 'Deactivate' next to the register from which ShopKeep was deleted.
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  4. Review the warning, then click 'Continue' to deactivate the register.
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  5. If prompted to remove a register license, select ‘No, keep license’.
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  6. Download the ShopKeep Register app onto the device it was deleted from.

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

  7. After the download finishes, follow the steps here to activate the register.
  8. (Optional) Set up a card reader and receipt printer in ShopKeep.

    Visit our Hardware section for links to setup guides for these devices.

I want to switch my register to a different device.

Swapping out the iPad or Android tablet used as your register is a multi-step process requiring access to the existing register, the new device, and BackOffice.

To prevent potential disruption, we recommend performing the steps below during non-business hours.

  1. Follow the steps here to deactivate your existing register.
  2. If prompted during deactivation to remove a register license, select ‘No, keep license’.
  3. Download the ShopKeep Register app on the new device.

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

  4. After the download finishes, follow the steps here to activate the register.
  5. (Optional) Set up a card reader and receipt printer in ShopKeep.

    Visit our Hardware section for links to setup guides for these devices.

The ShopKeep Register app keeps crashing.

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 Register app.
  2. Reopen ShopKeep, and sign in.
  3. Update the ShopKeep Register app to the latest version.
    For help updating ShopKeep, visit one of the following articles:
If the problem persists, follow the additional steps below:
  1. If using ShopKeep on an iPad, follow the steps here to update iOS.
  2. If the problem persists, contact Customer Care.

"113 = Saving domain to database"

The ‘Saving domain to database’ error can occur while activating a new ShopKeep register or after updating an existing one. Follow the specific steps below that reflect the situation in which you experience this issue.

  • If the error appears while activating a new register:
    1. Delete the ShopKeep app.
    2. Re-download ShopKeep.
    3. Activate the register.
  • If the error appears after updating an existing register:
    1. Contact Customer Care.

    The ShopKeep Register app automatically signs out.

    With auto signout enabled, the register will automatically sign out after every sale is tendered or saved or after a period of idle time. To disable auto signout, follow the specific step below that reflects the behavior of the register.

  • If the register signs out after every transaction is tendered:
    1. Disable Transaction Auto Signout for iOS or for Android.
  • If the register signs out after every sale is saved:
    1. Disable Check Auto Signout for Android.
  • If the register signs out after being idle for a period of time:
    1. Disable Timed Auto Signout for iOS or for Android.

    “Please clock out/in before clocking in/out”

    Employees must be clocked in to be able to clock out, and vice versa. This error appears when an attempted clock punch violates that rule.

    1. Note the action stated in the error, then tap ‘OK’.
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    2. Clock in or out as indicated by the error.
    3. (Optional) Repeat the original clock in or clock out attempt.
    4. If necessary, have the Business Owner or a BackOffice Manager follow the steps here in BackOffice to fix incorrect clock punches.

    “Please check your network connection and try again or print and submit.”

    Employees can only record a clock punch when there is an active internet connection. Print a chit to document the failed clock punch, then troubleshoot the register’s network connection to prevent the error from occurring again.

    1. Tap ‘Print’ to print a chit to a connected receipt printer with the clock punch time.

      If a printer error occurs, take a screenshot or photo of the clock punch for your records.

      For help taking screenshots, visit Apple Support or Android Help.

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    2. Tap ‘OK’ to dismiss the clock punch notification.
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    3. Follow the steps here to troubleshoot the register’s network connection.
    4. Clock in or out to record a clock punch.
    5. If necessary, have the Business Owner or a BackOffice Manager follow these steps in BackOffice to adjust the clock punch.

    “You don’t have a receipt printer configured. Please take a screenshot and submit.”

    This error occurs when you try to print a chit for a clock punch, but there is no receipt printer connected to the register. If you have a receipt printer, follow the steps below to connect it. Otherwise, disregard this error.

    1. Tap ‘OK’ to dismiss the error.
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    2. (Optional) Take a screenshot or photo of the clock punch for your records.

      For help taking screenshots, visit Apple Support or Android Help.

    3. Tap ‘OK’ to dismiss the clock punch notification.
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    4. Visit a printer setup guide for help setting up a receipt printer.

    “Connecting to printer failed.”

    This error occurs when you try to print a chit for a clock punch, but the register cannot communicate with the existing receipt printer. Follow the steps below to dismiss this error and reconnect the printer.

    1. Tap ‘Later’ to dismiss the error.
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    2. (Optional) Take a screenshot or photo of the clock punch for your records.

      For help taking screenshots, visit Apple Support or Android Help.

    3. Tap ‘OK’ to dismiss the clock punch notification.
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    4. Visit a printer troubleshooting guide for help reconnecting the receipt printer.

    The time on clock punch notifications is incorrect.

    This happens when a register is set to the wrong date, time, or time zone. Fix these device settings to ensure all future clock punches have the correct information.

    1. On the iPad or Android tablet, open the Settings app.
    2. Verify the date, time, and time zone are all correct.

      For help with date and time settings, visit one of the following articles:

    3. Have the Business Owner or a BackOffice Manager follow these steps in BackOffice to fix any incorrect clock punches.

    I clocked in or out at the wrong time.

    Incorrect clock punches can be easily adjusted in BackOffice by the Business Owner or a BackOffice Manager if you forget to clock in or out at the correct time.

    1. If possible, perform one of the actions below to document the clock punch.
      • Tap ‘Print’ to print a chit to a connected receipt printer confirming the punch.
      • Take a screenshot or photo of the clock punch notification.

        For help taking screenshots, visit Apple Support or Android Help.

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    2. Tell a manager about the incorrect clock punch.
    3. After a clock out punch is recorded, have the Business Owner or a BackOffice Manager follow these steps in BackOffice to adjust the punch.