Checks Screen Troubleshooting

Having trouble opening, saving, or syncing checks between registers? Continue reading below for help with common issues that affect the Checks screen.

Table of Contents

Open Check Issues

This section covers general issues related to opening, saving, and editing checks. Never saved a check before? Check out our Open Checks support article.

I misspelled a check’s name when saving it.

Don’t worry, checks can easily be renamed if a mistake is made.

  1. Open the check from the Checks screen.
  2. Tap the check's name.
  3. Enter a new name and tap 'Save'.

The ShopKeep app closes / crashes when I save a check.

If the app is crashing or closing while saving a check, contact Customer Care for help resolving the issue.

ShopKeep says I still have open checks when I close my shift.

Checks can stay open beyond the closing of a shift, but make sure to close or void any checks that should not still be open.

  1. Visit the Checks screen to see all open checks.

    Be sure to check each individual register, even if Serverless Sync is enabled.

  2. Tap each check and decide whether to leave open, tender for payment, or void.

  3. Close the shift. If the 'Open Checks' message appears, tap 'Close Shift'.

If using Serverless Sync and the problem persists, perform the additional steps below:

  1. Disable Serverless Sync in BackOffice and 'Get Updates' on all registers.

    Receiving an error while getting updates? visit our Troubleshooting Guide for help.

  2. Enable Serverless Sync in BackOffice and 'Get Updates' again on all registers.

    Any non-existent checks should now be gone.

  3. Contact Customer Care if the issue continues the next time a shift is closed.

Serverless Sync™ Issues

This section covers issues related to the Serverless Sync feature which allows checks to sync between registers. Need help setting up Serverless Sync for the first time? Visit our full Serverless Sync article.

Checks are not syncing to other registers.

This issue indicates either a problem with how Serverless Sync is set up or connection trouble.

  1. If checks have never synced between registers, verify all Serverless Sync setup steps were completed.
  2. If checks have synced in the past and have stopped syncing, follow the steps below:
    • Sign into a register as a manager.
    • Open the Control Panel and tap ‘Register List’.
    • Check the Register List for disconnected registers.
    • If registers are disconnected, follow these steps to troubleshoot.
    • If no registers are disconnected, contact Customer Care for help.

The Register List says a register is disconnected.

Registers can disconnect for a variety reasons including if the register loses its WiFi connection, the ShopKeep app is closed, or the iPad is asleep.

If the Register List on one iPad shows every other register as disconnected, it’s likely that iPad is actually the disconnected one.

After each step, wait a full minute before and then check if the problem is resolved.

  1. Check that all registers have the ShopKeep register app open.

    If ShopKeep is closed, open it back up.

  2. Make sure all iPads are on the same WiFi network.

    If an iPad is disconnected, reconnect it to the correct network.

  3. Get Updates on the disconnected register.

    Receiving an error while getting updates? Visit our Troubleshooting Guide for help.

  4. Force quit ShopKeep on the disconnected register.

    Then, reopen the ShopKeep register app.

  5. Force quit the ShopKeep register app on all iPads.

    Then, reopen ShopKeep on each, one at a time.

  6. Restart the disconnected iPad register.

    Then, reopen the ShopKeep register app.

  7. Restart all iPads.

    Then, reopen ShopKeep on each, one at a time.

  8. Reboot the business's router.

    Then, make sure each iPad reconnects to the correct WiFi network.

"This check cannot be retrieved"

This error occurs when the register a check is saved on is out of sync.

  1. Sign into the register as a manager.
  2. Open the Control Panel and tap 'Register List'.
  3. Check the register list for disconnected registers.
  4. Follow these steps to troubleshoot the disconnected register.

Old checks reappeared on the register and I cannot remove them.

This problem signifies an issue with the communication between registers.

  1. Force quit the ShopKeep register app.
  2. Open ShopKeep back up.
  3. Wait a full minute for the iPad to get back in sync.

    Then, check to see if the problem is resolved.

  4. If the problem persists, contact Customer Care for help.

One register went offline and now it cannot open a particular check.

  1. Open the check on another register.
  2. Re-save the check under a new/different name.
  3. Force quit the ShopKeep register app on the register that could not open the check.
  4. Open ShopKeep back up.
  5. If the problem persists, transfer the check to another employee.

    Once the check reappears on the register, transfer it back to the original owner.


  • Help us improve ShopKeep Support. Was this article helpful?
  • YES   NO