The images and steps in this article use the latest ShopKeep Register for iOS v4.0.0 and above. If a different register version appears on your iPad, please follow the instructions in our Checks Screen Troubleshooting article.
Visit our ShopKeep iOS Register Updates 2019 article for more information on the latest features included in 4.0.0 and how to update your registers.

Stay tuned as we slowly roll out this new experience for everyone.

Saved Sales Screen Troubleshooting

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

Prior to version 4.0.0 of the iOS ShopKeep Register app, saved sales were called ‘checks’ or ‘open checks’.

Table of Contents

Saved Sale Issues

This section covers general issues related to saving, viewing, and modifying saved sales. Never saved a sale before? Visit our Saved Sales article to learn how they work.

I misspelled a sale's name when saving it.

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

  1. Open the sale from the Saved Sales screen.
  2. Tap the sale name.
    Click to Enlarge
  3. Enter a new name and tap 'Save'.
    Click to Enlarge
  4. Tap the disk icon to save the sale.

    Don’t see the disk icon? Tap ‘Save’.

    Click to Enlarge

I entered the wrong guest count when saving a sale.

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

  1. Open the sale from the Saved Sales screen.
  2. Tap the Guests icon.
    Click to Enlarge
  3. Enter the correct number of guests and tap 'Done'.
    Click to Enlarge
  4. Tap the disk icon to save the sale.

    Don’t see the disk icon? Tap ‘Save’.

    Click to Enlarge

How do I remove an old saved sale?

Saved sales 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 saved sale.

  1. Open the sale from the Saved Sales screen.
  2. Either tender the sale for payment or void it.
    Click to Enlarge

I accidentally closed or voided a saved sale.

Saved sales cannot be reopened once closed, but there are actions you can take to remedy the situation. Follow the specific steps below that reflect what happened to the saved sale.

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

    The ShopKeep Register app crashes when I save a sale.

    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 ‘Help’ in BackOffice to view all available contact options.

    My register says I have open sales when I close my register shift.

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

    1. Visit the Saved Sales screen to see all saved sales.

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

    2. Tap each sale and decide whether to leave open, tender for payment, or void.
      Click to Enlarge
    3. Close the register shift.

      If the open sales message appears, tap ‘Close Shift’ anyway.

      Click to Enlarge

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

    1. Disable Serverless Sync in BackOffice.
    2. Get Updates from BackOffice 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 nonexistent saved sales should now be gone.

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

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

    Serverless Sync™ Issues

    This section covers issues related to the Serverless Sync feature that enables saved sales to sync between registers. Need help setting up Serverless Sync for the first time? Visit our Serverless Sync article.

    Saved sales 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 saved sales have previously synced between registers.

  • If saved sales have never synced between registers:
    1. Verify all Serverless Sync setup steps were completed.
  • If saved sales have synced in the past but stopped syncing:
    1. Sign into a register as a Register Manager.
    2. Open the Main Menu 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 Register 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 from BackOffice 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.

    "Register cannot be found"

    This error occurs when the register a sale was originally saved on is out of sync with other the register(s) and cannot be found.

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

    Old saved sales reappeared on a 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 ‘Help’ in BackOffice to view all available contact options.

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

    This problem indicates an issue with the communication between registers.

    1. Open the saved sale on another register.
    2. Resave the sale under a different name.
    3. Force quit the ShopKeep Register app on the register that could not open the saved sale.
    4. Open ShopKeep back up.
    5. If the problem persists, transfer the saved sale to another employee.

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


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