Troubleshooting Shift Start and End

Troubleshooting · Updated 2026-10-25

Symptom: every screen sends the user to Shift Details

Cause: Shift Operation is on in Feature Setting and the user has no open shift. Fix: enter Opening Balance and click Start Shift; or an administrator turns the setting off if shifts are not wanted (Feature setting, Shift details).

Symptom: no shift screen appears at all

Shifts are off (the user signs out directly). Turn on Shift Operation to track cashiers.

Symptom: pressing Cancel at sign-out

Fixed 2026-10-18: in the shift-end details dialog Cancel now only closes the dialog (it used to sign the user out without closing the shift, so the next login did not ask to start a shift). To close the shift use Shift End. See Shift start and end.

Symptom: closing balance does not include the opening balance

Known behaviour to confirm: the closing figure shows payments, refunds and extra income/expense of the shift and may not add the opening balance. Total Cash In Drawer is what the user counts in Denominations. Compare with counted cash, including the opening float.

Symptom: totals in the shift dialog look wrong

Check that payments were recorded under this user's shift, that refunds and deletes appear in their own rows, and that Extra Income / Expense were posted by the same user (Extra income and expense). A payment saved by another user belongs to that user's shift.

Symptom: the change dialog (Denomination) appears or does not appear on cash payments

Controlled by Display change screen on cash payment (Settings). Amount Paid minus Invoice Amount gives Change; negative is red.

Symptom: shift hours or summary look odd

Hours Summary shows Current Month, Current Week, Yesterday and Today; times use the property time zone.

Symptom: cannot start a new shift because an old one is open

Another session (another browser or computer) still has the shift. Sign in there and end it, or escalate.

Symptom: Extra Income button disabled or wrong wording

Symptom: mobile number change in the profile is not tracked (fixed)

Fixed 2026-10-17: after an update the profile now remembers the new mobile number, so a later change is detected correctly (User profile).

When to escalate

A shift that cannot be closed, totals that do not reconcile with payments listed in the reports, duplicate open shifts.

Tips and FAQ

• Q: Where do I turn shifts on? A: Feature Setting, Shift Operation.
• Q: Users are forced to start a shift. A: Shift Operation is on; untick it to remove the requirement.
• Q: I pressed Cancel at sign-out; is my shift closed? A: No. Cancel only closes the dialog and the shift stays open. Use Shift End to close it.