Resolve Locked Tickets Issue on the Workstation for Shift4 Dine

What is causing this Issue?

Locked tickets in the Workstation for Shift4 Dine typically occur when the Workstations are out of sync. Common causes include:

• Network interruptions that prevent terminals from syncing.
• Incorrect date and time settings on the Workstations.
• A ticket is being closed on one terminal, but still open or missing on another

How do I resolve this Issue?

To unlock tickets:

1. Restart all Workstations: If possible, restart all Workstations at the same time.
2. Wait for the Workstations to sync: It may take about 5-15 minutes for all Workstations to fully sync, depending on your network connectivity.
3. Check for locked tickets: If any tickets remain locked after syncing, reach out to Shift4 Dine Support after performing the End of Day (EOD) procedure.

Internal:

Important: The following steps should only be completed by a Shift4 Dine Support representative.
Do not share these steps or the support PIN with the merchant.

If a Ticket Shows as Locked, but Can't be Found on the Listed Terminal

1. Select the locked ticket and tap Open Ticket.
   
2. Tap Send & Continue to push the ticket forward. This refreshes the system and confirms whether the ticket remains locked.

Example

In this scenario, tickets may show as locked to a specific terminal (for example, “#3”), but the tickets cannot be found when viewed on that terminal.
You’ll see a red Locked Ticket icon on the ticket, and a “Ticket Locked” message will appear at the bottom of the screen when attempting to open it.

If "Send" does not resolve the issue, check these possible causes:

• Locked tickets from previous business days appear on the POS Terminal, and it was already completed per the merchant
• The ticket is being shown as closed on one POS Terminal, but is still open on another one
• The ticket is locked on the POS Terminal, but does not appear on itself

Cause #1: Locked Tickets That Were Already Completed Per Merchant

1. On each POS terminal, go to Android Settings > System > Date & time.
2. Ensure "Use network-provided time" is enabled.
   
3. Force Stop Application on the Workstation for Shift4 Dine app on all terminals at the same time.

It can take some time for Workstations to fully resync. Locked tickets should disappear.

Cause #2: Ticket is Closed on One Workstation, But Open on Another

1. In Shift4 Dine Customer Hub, navigate to Reporting > Ticket Detail (Closed) to confirm if the ticket is closed.
2. If confirmed closed:
   1. Ensure "Use network-provided time" is enabled.
   2. Force Stop Application on the Workstation for Shift4 Dine app on all terminals at the same time.

It can take some time for POS terminals to fully resync. Locked tickets should disappear.

Cause #3: Ticket is Locked on Workstation, but Doesn't Show Ticket

Perform a Clear Data on the POS terminal that doesn't show the ticket.

Note: Before performing Clear Data, visit the When NOT to Clear Data article.