Sessions Closing but prompting to close next day

Shopify Discussion

Topic summary

  • Issue: At one location, POS tracking sessions are closed at day’s end (register summary shows open/close times), but the next day the system prompts to end the previous day’s session anyway. It’s intermittent and isolated to a single location/register.

  • Confirmation: Another merchant reports the same behavior on one register; a hard app reset and running the latest version did not fix it.

  • Current status: Shopify engineers are investigating; the specific bug hasn’t been identified yet. A Shopify staff member advised affected users to contact support via the Help Center for account-specific assistance.

  • Reference: One merchant’s support ticket is 46964034, which has been escalated to engineering; referencing it may help support connect related cases.

  • Outcome: No resolution yet. The thread remains open with unanswered questions about root cause and a reliable workaround beyond app resets.

Summarized with AI on December 29. AI used: gpt-5.
1

So, at one of our locations we have had issues where they close and end tracking session for the day and the register summary shows an open and closing time, but when the store goes to open the next day it asks them to end the tracking session from the previous day even though they already closed. This has only happened at one location and it isn’t everyday. First thought was a training issue, but since it is giving an end time stamp it is throwing me for a loop. Does anyone have any advice or clarity on the situation.

2

Did find a resolution for this? I am experiencing the same issue with just one of our registers. I’ve done a hard reset on the app and it is updated.

3

We are working with Shopify engineers to resolve this issue. They have not been able to pinpoint the bug yet but are actively trying to resolve it.

4

Hey, there!

That does look strange. It looks like we’ll need to access your account in order to resolve this issue. While we’re not able to provide account-specific support via community at this time, we’d be happy to continue assisting you through our available support channels. Please visit our help center and login for assistance.

5

If helpful, our Shopify ticket number on this issue is 46964034. It might help to have support reference this ticket as I know this issue has already been escalated up to the engineering team.