Sometimes, you might notice that a check or sale appears in your Point of Sale (POS) system but doesn't show up in TipHaus. This can be confusing, but there are several common reasons why this happens. In this article, you'll learn how to investigate and resolve missing checks using a few simple techniques.
Common Reasons a Check or Sale Might Not Appear
There are several scenarios that may cause a check or sale to be missing from TipHaus:
Transferred checks between employees
If a check was started by one employee and later transferred to another, TipHaus may not always register the new assignment instantly. Depending on what POS you use, TipHaus might assign the check to the opener or the closer.Modified or reopened sales
If a sale was modified in your POS after it was originally sent to TipHaus, those modifications would be reflected in TipHaus. Make sure you are looking for the most recent version of the checkEnd of business day differences
If your POS and TipHaus are using different times for the end of the business, the check may appear on a different day than expected. This is especially common in locations operating close to 4:00 AM. TipHaus assigns the check to the business day the check closes in.Missing or delayed POS data sync
Occasionally, your POS system may experience sync delays or temporary outages, preventing new sales or sale updates from appearing right away.
Tips for Finding a Missing Check or Sale
If you don’t see a check or sale in TipHaus, try the following steps to help locate it:
Initiate a sync
Start by manually triggering a sync between your POS and TipHaus. To do this, go to the Breakdown tab and click Sync in the upper right corner. This helps pull in any recent sales or updates that may not have synced automatically.Search across date ranges.
Check the close time of the sale to confirm which date the check was closed on. By default, TipHaus business days are configured to go from 4:00 AM to 4:00 AM. TipHaus has options to change the business date of a sale if you need it.
You can also contact our support team if you need to update your business date start time.Look for the sale under another employee.
If the check was transferred between staff members, it may appear under the original server’s name or the closer of the sale, depending on your POS. Review all relevant employees for that shift.
Still Can’t Find the Sale?
If you've gone through all the steps above and still can’t locate the missing check or sale in TipHaus, please contact TipHaus Support for further assistance. To help us investigate quickly, include the following information in your message:
Sale amount
Tip amount
Date the sale was opened and closed
Name of the employee who opened the sale
Name of the employee who closed the sale (if different)
Providing these details will help our team identify the issue and respond faster. If we cannot find the sale in question, we might request a report from your POS showing the sales for the pay period listed by employee.
Still have questions? Contact our customer success team here or click the Chat icon in the bottom-right corner of your Client Dashboard