topic look up orders by device ID in Back Office & Team

look up orders by device ID

Kirsten_H — Thu, 24 Jul 2025 14:21:52 GMT

Does anyone know of a way to filter orders by the device ID that the order was placed on?

I've got a random open/unpaid check from Tuesday on a check that was actually paid and closed on Tuesday. It looks like the ticket populated on a handheld yesterday and items were ordered on the ticket. The audit shows the name of the person who had the ticket on Tuesday, but she did not work yesterday. I can see that the items were added yesterday at 4:01 pm, but I don't have any other orders started at that time. In my mind, if I could see who else put orders in on the same device ID yesterday, I could figure out who created this havoc. But...I can't find 'device ID' as a filter anywhere. For context, we have 30 Toast Go 2 devices and most were in use yesterday.

Needless to say someone will be tasked with clearing caches today... 😏

Re: look up orders by device ID

josh212 — Thu, 31 Jul 2025 07:18:24 GMT

Look in device status on all your devices and see if any of them have items stuck in queue or read checks. then make sure that device is online and syncs

Re: look up orders by device ID

TKBBQ — Thu, 31 Jul 2025 17:47:00 GMT

I would also like to know how to filter/search/sort orders by Device. It seems like under "orders" you can sort by lots of things aside from date, employee. These Including order id, order #, opened, number of guests, table name, server, table revenue center, dining area, service, dining options discount amount, amount, tax, tip, gratuity, total, voided, paid, closed, duration, order source, order Id, order #, checks, , opened, number of guests, tab name, server. However- no "device". Any other way to get a list of orders from a particular device?

Thanks -

Re: look up orders by device ID

TrishiaBF — Thu, 16 Oct 2025 06:18:39 GMT

We have been having that same issues as well. Just started about 2-3 months ago. We still can't figure it out. It drives me insane!!... Throws me into a panic, because I thought it wasn't paid for, but when I looked at it, it was paid

Re: look up orders by device ID

kcrawford — Thu, 16 Oct 2025 16:34:04 GMT

We have a few restaurants with similar device counts, and have also been plagued by this issue in the past. The "ghost checks" (as we had internally dubbed them) appear when a device loses network connection one day, and comes back online the next. If the device had live orders cached on it when it went offline, it will try to push these back up to the server when it comes back online. We've had month-old checks repopulate!

We've partially mitigated this by upgrading our network/wifi infrastructure and relocating the charging stations for the handhelds to a place with better WiFi connectivity. We still get the occasional ghost check, but it has significantly improved. Any time we get one now we put in a support ticket to clear out the impacted check. They can also be voided, as if you look at the order number, it is actually a duplicate/copy of the original- not the original itself repopulating.

In my opinion it would make more sense for a device that has been offline for a prolonged period of time FIRST check for a more recent version of any stored orders first, before just force pushing them up and into to the database.

Re: look up orders by device ID

Rob — Thu, 16 Oct 2025 21:30:44 GMT

Thanks for reaching out to the community! Did those checks have a red outline? If so, they may be what we refer to as “red checks.” I’ve attached an article that walks through how to resolve them. Even if the checks don’t have the red outline, the issues you described sound similar, so the information in this article should still be helpful!
What do I do if I see a red check on my POS?