Understand Device Monitoring Reports in Shift4 Venue

Description: Use Device Monitoring reports to track order statuses across your Shift4 Venue devices. These reports help identify syncing issues, offline transactions, and incomplete orders to ensure accurate payment processing and device performance.

The following reports are available in the Device Monitoring section:

Approved Offline Orders

Provides insight into devices that accepted orders while offline. These transactions are stored on the card reader and sync to the gateway once the device is idle and connected to a reliable network. You can also sync orders manually by selecting Sync in the point-of-sale (POS) application.

Note: To help prevent Authorization Failed Orders, always sync Approved Offline Orders over a reliable network as soon as possible after the event. Delaying the sync for multiple days or until after another event increases the risk of transaction declines.

Time Elapsed Since Last Completed Order

Identifies devices that may be offline or unused. This includes devices that are no longer receiving power, have lost network connection, or are simply out of rotation.

Submitted Orders

Tracks devices with potentially interrupted transactions. A mismatch between Gateway reports and DataNow often indicates that Submitted Orders need to transition to Completed.

Contact venuesupport@shift4.com for a Submitted Orders analysis and to initiate a state transition if needed.

Note: Never reboot a device during a transaction. If operating in a poor network environment, set the device to Offline Only mode to avoid submission issues.

Completion Pending Orders

Exclusive to Full Service or Event Catering point-of-sale configurations, these are orders that have been closed with an approved payment but not yet settled. These orders will automatically batch at the Business End Time for the revenue center.