Tickets not syncing correctly between my restaurants register/ipads and my hand held pos devices

[Seaview21]

Tickets are syncing correctly between my restaurants register/iPad and my hand held pos devices. So my orders come in on the restaurants app then when the drivers deliver the food they take payments on their mobile phones through that pos app. Now some tickets aren’t showing up on the hand held devices and at the end of the night I can see some open tickets still showing up on my restaurants but if I go into my transactions the drivers deliver has completed the ticket and taken payments. Is there a reason for this and why does it keep happening Thanks

[Katie_SQ · Accepted solution]

Hi @Seaview21! 👋

It looks like you’re running Square for Restaurants on your Square Register and iPad and Square Point of Sale on your drivers’ phones. 

Square for Restaurants is available on Square Register, iPad, and Terminal but not on mobile phones. Any Open Bills you create there only appear on devices also using Square for Restaurants.

Open Tickets, however, is a feature exclusive to Square Point of Sale. If you use Square Point of Sale to create Open Tickets on your Square Register and iPad, those Open Tickets will then sync to your drivers’ phones.

If you’d like drivers to take payments on their phones at delivery, you have two main options:

1. Switch all devices to Square Point of Sale.
   • You’ll lose Restaurants-specific features (like the Menu, Floor Plan, etc.), but Open Tickets will sync across all devices.
   
   
2. Keep using Restaurants in-house and dedicate one device to delivery Open Tickets in Square Point of Sale.
   • Create Open Tickets on that station, so your drivers see them on their phones.
   
   

Or—if you want to eliminate POS syncing entirely—consider setting up an online ordering page with Square Online. Customers place and pay for orders in advance, and drivers simply deliver.


Hope that helps clarify! Let me know if you have any questions.

[Seaview21]

That doesn’t make sense though because for the previous week it was working at an 80 percent capacity where there orders made on restaurants would also show up on the square pos mobile device but the past two days none of them have been showing up. 

Now in saying that the square terminals I have are running the regular square pos app and and they can see all tickets aswell so , I just don’t know why it’s not working and syncing across to the phone device aswell when the terminals are running  the same app. 

[Katie_SQ]

Apologies for any confusion, @Seaview21. 

Although they're similar and you might’ve seen some crossover, Bills (Square for Restaurants) and Open Tickets (Square Point of Sale) operate differently. As a result, we can’t guarantee that every Open Bill created in Square for Restaurants will appear as an Open Ticket in the Square Point of Sale app, as they're not currently compatible.

If you’d like your delivery drivers to continue using Open Tickets on their phones, I recommend dedicating a single device in your restaurant (even if that's another phone or a tablet), to create Open Tickets exclusively for delivery orders.

If you have any other questions, please don’t hesitate to reach out.