Multiple open drawers simultaneously on single register

[madeline7]

Hello everyone,

We have two registers and each has a printer-driven cash drawer.

Our employees close the drawer each night, then begin a new drawer.

When they come in the next day, they are prompted to start a second new drawer.

So they do, and now there are two open drawers.

This process then repeats itself so we end up with 4-5 open drawers on a single register during the week, which ultimately need to be "ended". 

This has been causing issues with cash reconciliation.

This issue currently affects both registers. 

Does anyone else have this issue? 

Any ideas how to resolve this?

thank you,

Madeline

[_Violet]

Hi @madeline7 - Thanks for reaching out to us here on the Square Seller Community👋

 Ending a cash drawer is different than closing a cash drawer. When closing a cash drawer, you are recording the actual amount when ending the drawer. Ending a cash drawer is simply clicking “End Drawer”.  I wonder if it's possible that they've been "ending" the drawer vs truly "closing" it... 🤔

When your employees are closing the cash drawer at the end of the night, are you receiving the emailed copy of the cash drawer report?

I'll keep an eye out for your reply!

[madeline7]

Hi Violet, thanks for the reply.

Yes, I receive a drawer report at the end of the night and they are doing the closing correctly. 

The next morning when they go to use the register, they are prompted to start a new drawer. This is odd because there was already a new drawer started the previous night after the store closed, and this drawer is still open. So they follow the prompt to open a new drawer, and so now there are two open drawers.

By day 4 or 5, there are 4-5 "open" drawers existing simultaneously on a single register.

So the issue is, why is the register creating multiple open drawers? Why doesn't the system simply start using the open drawer created the previous night?

[_Violet]

Got it. Thanks for the follow-up here, @madeline7!

Could you please check to see if there is a software update available on each of your Registers?

To update your Square Register software:

1. Tap the down arrow at the top of your Square Register.

2. Select Settings.

3. Tap Hardware > General > About Register.

4. Tap Software Update. If there is no update, your software is up to date.

*Make sure your device’s date and time are accurate. If they are incorrect, update them via the Settings > General section

If both of your Registers are already up to date, could you please confirm which software version they're on? The latest version should be  5.39.0083.

I'll keep an eye out for your reply!

[bbutler222]

Our closer balances the drawer at the end of the night and restarts it with what ever the coins are in the drawer and adds $80 in bills. In the morning when the starter comes in the drawer is at 0 and a dialog box comes up and says to start the drawer. But the drawer was already started the night before. And it's confirmed because this has happened to me and I know I have confirmed the start drawer amount.

So the start shift has to recount and restart the drawer. This just started happening. Can anyone shed some light on this. I see in cash management you can have a default start drawer but I don't want a default I want to save what is entered as the start drawer amount.

What am I missing here?

[_Violet]

Hi @bbutler222  - Thanks for reaching out to us here on the Square Seller Community to bring this issue to our attention.

This behavior sounds similar to what @madeline7 has described above so I went ahead and merged your post to this thread. We merge duplicate conversations together to keep like comments in one place, and to make it easier for others to find the thread in the future. 

Please see the reply from me here for troubleshooting steps.

I hope this information is helpful but please do let me know if you have any additional questions.

[bbutler222]

Thanks Violet. I will check to see if that works.