Get Help With Checks That Will Not Close on POS

If you have an open check (ticket) that needs to be closed, follow the steps for these common troubleshooting scenarios. If multiple checks present syncing or balance issues, verify that no duplicate payments exist and make necessary adjustments to clear discrepancies. Avoid prematurely voiding checks; ensure syncing is complete before proceeding with any resolution strategies.

In this Article:

• Remaining Balance is Due on a Check
• Negative Balance is Due on a Check
• The Order Was Never Approved
• My Auto-Fire Device is Not Logged In or Updating
• Unable to See an Option to Close a Paid Check
• Shift Review Alludes to an Open Check, but Close Checks Button Doesn't Show an Open Check

Remaining Balance is Due on a Check

If you're unable to close a check because of a remaining balance due, the following may have occurred:
 

• A payment was applied to a check that was later voided. 
• A guest may have used a payment method (e.g.: gift card) that did not cover the entire amount on the check. 
• Another item was added to the check after payment was taken.
• A credit or debit card payment was denied. When this happens and payment was never authorized, Toast cannot re-run the card or adjust its payment attempt.
• In some cases, a syncing issue may have occurred and the payment has not been linked to the check. If you suspect there is a syncing issue occurring with your device, please contact our Customer Care team. 

In this scenario, the outstanding balance must be covered to close the check. Ask the guest for another form of payment to cover the difference or take payment once again if the original payment was voided. The guest's credit card payment can be adjusted on the same day the transaction took place if additional items were added after payment was taken for the check (see ).

Negative Balance is Due on a Check

If you're unable to close a check because of a negative balance due, the order may have been adjusted after payment was taken. This can happen due to:

• Voiding Items After Payment: Removing an item post-payment can cause an imbalance between the check's total and the payments applied.
• Refunds: Issuing refunds may leave a negative balance if the corresponding item is not left on the check.
• Duplicate Payments: Mistakenly recording a payment twice and then refunding one can cause negative balances.
• Adjusted or Failed Payments: Failed transactions or adjustments to captured payments can prevent balances from resolving automatically.

In this scenario, you will need to adjust the payment to the correct balance (learn more: ).

Note: Please be advised that any adjustments made after the check and sale date will impact reporting and in turn may cause discrepancies. 

If you don't want to adjust the payment or if the payment has already been captured/batched, you'll have to add any voided items back to the check in order to close it. The alternative to adding a menu item is to add an .

The Order Was Never Approved

If you're unable to close an online order, it's possible that it still needs to be approved. This may occur if your approval method is set to Use rules, and an order has not yet been approved by a manager and fired to the kitchen. 
 

In this scenario, you'll need to navigate to the Pending Orders screen on your Toast POS device, select the order, and choose Approve. If it's past the prep time for the order, the check will fire immediately. If it has a payment on it, the check will close itself out after it is approved.

My Auto-Fire Device is Not Logged In or Updating

If your auto-fire device isn't logged in to Toast, it may prevent some tickets from being sent to the kitchen and result in an error when trying to close them. This happens occasionally when:

• The auto-fire device was powered off or offline
• No one has logged into the auto-fire device since it was last turned on/online

Another common issue is that when an auto-fire device is updated or rebooted, it will log out of Toast during either of these actions. Be sure to log back in to ensure your online orders are approved and sent to the kitchen. A good habit to get into any time you notice Toast has performed an update overnight, or if you turn off your devices, is to log in on the auto-fire device ASAP so no orders are missed. For all other auto-fire issues, check out .

Unable to See an Option to Close a Paid Check

If you are unable to see an option to close a paid check, it is possible that you do not have the necessary user permission(s).

In order to close a paid check, you have must access to the following:

• For closing multiple checks, you must have the 1.1. Table Service Mode, 1.2 Quick Order Mode, or 1.4 Payment Terminal Mode user permission.
• For closing a single check, you must have the  1.1 Table Service Mode or 1.2 Quick Order Mode user permission.
• For updating another employee’s check, you must have the 1.9 Edit Other Employee’s Orders user permission.

Learn more about user permissions here, .

Shift Review Alludes to an Open Check, but Close Checks Button Doesn't Show an Open Check

Occasionally, a shift review cannot be completed because Toast thinks there is an open check. However, when you select the Close checks button, there are no open checks that appear. This is due to a syncing issue and can easily be corrected.

On your Toast POS device, navigate to the main menu of the Toast app by selecting the arrow in the upper-left corner (you may have to select more than one arrow). In the Manager Activities section, select Review Employee Shifts. Locate and select the employee in question. On the right side of the screen, select Remove next to Clock out. Now select Save changes.

Note: Shifts created in Toast Web instead of on the POS will not appear in the Review Employee Shifts function on your POS. 

This will restart the shift review process for the employee, but will also resync the check and should allow the employee to complete their shift review.