This page was printed on Mar 24, 2023. For the current version, visit https://help.shopify.com/en/manual/sell-in-person/hardware/all-in-one-hardware/pos-go.
The POS Go for Shopify POS is an all-in-one mobile POS device built for reliable, fast, and simple on-the-floor selling. This hand-held device functions as a POS station, barcode scanner, and card reader, enabling you to easily process transactions without the hassle of additional hardware.
Requirements
To use the POS Go, you need to meet the following requirements:
Shopify's POS Go is available only to merchants based in the United States.
Compatible hardware
The POS Go is compatible with secure pin Wi-Fi or wired LAN receipt printers. Bluetooth is not supported. Review the list of supported receipt printers here.
Charge the POS Go
You can charge the POS Go using the USB-C cable that's supplied with it. To charge the reader, plug the small end of the USB connector into the POS Go, and then plug the large end into a phone charger or computer.
The POS Go takes 2-3 hours to charge fully using a wall adapter. After the POS Go is fully charged, its battery should last for up to 80 hours in standby mode.
The POS Go's LED power indicator light has the following display settings:
Battery level status lights on the POS Go
LED Green
Full charge
LED Blue (pulsing)
Charging
LED off
99% - 21% charge
LED Yellow
20% - 10% charge
LED Red
9% - 1% charge
Power the POS Go on and off
To turn on the POS Go, press and release the power button. The status lights turn on.
Select the country where you are using the POS Go.
Select the Wi-Fi network. Enter the password, tap Join, and then tap Connect. The POS Go automatically checks for updates and applies them.
Process a sale with the POS Go
Add products to the customer's cart.
Optional: Add a customer to the cart.
From the Cart screen, tap Checkout.
Allow the customer to tap, swipe, or insert their card.
When the transaction is successful, the customer can remove their card.
Choose whether to provide a receipt and the delivery method.
Using the integrated barcode scanner
You can scan products, order receipts, and gift cards with POS Go. To activate the onboard scanner, press either the left or right scanner button.
Scanning products
Press and hold the left or right scanner button on your device, then focus it on the barcode that you want to scan. After you've successfully scanned a barcode, the POS app displays the product information and adds the item to cart.
You scan multiples of the same item by either scanning a single barcode multiple times or scanning a barcode one time and manually adjusting the quantity using the + and - buttons.
Price check an item by scanning the barcode, reviewing the price, and then tapping Clear cart to remove the item from the cart and dismiss the product information.
Scanning an order receipt
Scan the barcode on the order receipt to bring up the order details screen. You can also tap the search bar and scan an order receipt to view the details.
Scan a gift card to check the balance
Check the balance of a gift card by scanning the gift card barcode. The balance information card displays on the screen.
Use a gift card in checkout by selecting the Gift card payment option and following the prompts on the screen.
Automatic updates for the POS Go
To meet PCI requirements, POS Go automatically reboots every 24 hours. Currently, that is set as a default of 2 am, your local time.
When the device is rebooting either automatically or manually, you must enter a staff PIN to unlock the device before it checks for any software updates. If any updates are available, then the device will automatically download and install them. You might be given the option to defer an update, but in general it’s advisable to accept the update so you are always on the latest version. Some updates can be deferred, but to ensure you have the latest version you should accept all software updates.
If your battery is too low or or the device can't connect to your Wi-Fi network, then POS Go displays a warning screen. Follow the instructions on these screens and the update will continue.
Factory reset the POS Go
A full factory reset and device setup can take around 30 minutes to complete.
To factory reset the POS Go, ensure your device is powered on, and then press all 3 buttons (power, left scan, right scan) on the device together simultaneously and hold for around 5 seconds. A ‘Confirm factory reset’ dialog box will appear.
Holding all 3 buttons for around 14 seconds forces the device to factory reset.
After you factory reset the device, follow the set up process again. You’ll need to reconfigure the device’s WiFi connection, download updates, and log in to your store again.
Troubleshooting & Known Issues
If you are having issues with your device, then try the following troubleshooting steps. You can also report an issue.
POS Go won’t turn on
If your POS Go is unresponsive when pressing the power button to wake or turn on the device, it’s likely that the battery is completely drained. Plug your device into a power source for a few hours to let it charge. It’s recommended to use the USB cable that came with your POS Go, if possible. You should see an LED illuminate just above the screen. If the LED is red, then this indicates that the battery is very low and is currently charging. Other colors indicate that the battery is not critically low and is charging/charged. If you do not see an LED after plugging in and POS Go is still unresponsive, then try a different charger. If you still get no response, then report the issue for further assistance.
“Couldn’t connect to reader” error message
If you press the power button and lock your device while accepting a payment, then after you unlock the device, an error screen with message "Couldn't connect to reader". Tap Back to payment options, and then select the desired payment method to resume the payment process.
Wrong PIN entry on payment
If a customer uses a card that requires a PIN, then entering the wrong PIN three (3) times can cause your POS Go to become unresponsive. The recommended solution is to restart the device. To restart the device, hold the power button for 2-3 seconds, and then tap Restart. After rebooting and entering your staff PIN, you should be able to resume the checkout.
My problem wasn’t covered here
If a reboot doesn't fix the issue, then try a factory reset. After a factory reset, you need to follow the set up process again.
If you’re having a problem that isn’t resolved with a reboot or factory reset, then report the issue.
Reporting issues
If you’re having an issue with your POS Go or find that you need to reboot/reset frequently to get back to a working state, then you can report the issue to Shopify Support.
Open the POS menu, and then tap Support > Report a bug. Include a brief description of the problem, and then tap Send. Shopify Support might reach out to you to gather additional information.
If you’re unable to send a bug report for any reason or are having an urgent issue, then call us at 1-844-688-4796.
