Checks Screen Troubleshooting

This page focuses on solving issues related to saving and managing open checks and syncing checks between registers using Serverless Sync™.

Table of Contents

Open Check Issues

This section covers general issues related to saving, viewing, and modifying checks. Never saved a check before? Visit our Open Checks article to learn how they work.

I misspelled a check’s name when saving it.

Follow the steps below to rename a check if you make a mistake.

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

I entered the wrong guest count when saving a check.

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

  1. Open the check from the Checks screen.
  2. Tap the Guests icon.
  3. Enter the correct number of guests and tap 'Done'.
  4. Tap 'Save' to save the check.

How do I remove an old check?

Checks remain on the register until they are paid for or voided. Follow the steps below to complete one of these actions to close out a check.

  1. Open the check from the Checks screen.
  2. Either tender the check for payment or void it.

I accidentally closed or voided a check.

Though checks cannot be reopened, there are still actions that can remedy the situation. Follow the specific steps below that reflect what happened to the check.

  • If the check was closed to a payment tender:
    1. Return the sale to balance out the day’s net sales.
    2. If needed, save a new check to replace the original.
  • If the check was voided:
    1. Save a new check to replace the original.

    The ShopKeep app crashes when I save a check.

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

    1. Force quit and reopen the ShopKeep Register app.
    2. Update ShopKeep to the latest version.
    3. If the problem persists, contact Customer Care by submitting a case here.

      Or, click the ‘Help’ link in BackOffice to view all available contact options.

    My register 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’ anyway.

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

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

      Receiving an error while getting updates? Visit our troubleshooting guide for help.

    3. Enable Serverless Sync in BackOffice.
    4. Get Updates again on all registers.

      Any non-existent checks should now be gone.

    5. If the problem persists, contact Customer Care by submitting a case here.

      Or, click the ‘Help’ link in BackOffice to view all available contact options.

    Serverless Sync™ Issues

    This section covers issues related to the Serverless Sync feature that enables checks to sync between registers. Need help setting up Serverless Sync for the first time? Visit our 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. Follow the specific steps below that reflect if checks have previously synced between registers.

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

    The Register List says a register is disconnected.

    Registers can disconnect for a variety of reasons including if the WiFi connection is lost, the ShopKeep app is closed, or a register goes to sleep. Be aware that if the Register List on one device shows all registers as disconnected, it is likely that register is actually disconnected.

    After each step, wait a full minute 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 registers are on the same WiFi network.

      If a register 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 the ShopKeep Register app on the disconnected register, then reopen ShopKeep.
    5. Force quit the ShopKeep Register app on all registers, 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 reconnect each register 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 and cannot be found.

    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 indicates 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 register to get back in sync, then check to see if the problem is resolved.
    4. If the problem persists, contact Customer Care by submitting a case here.

      Or, click the ‘Help’ link in BackOffice to view all available contact options.

    A register went offline and now it cannot open a specific check.

    This problem indicates an issue with the communication between registers.

    1. Open the check on another register.
    2. Resave the check under a 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.


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