Setting up and using the POS Go

Charge the POS Go

You can charge the POS Go using the included USB-C cable. 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 a whole day of selling.

The POS Go's LED power indicator light has the following statuses:

Battery level status lights on the POS Go
LED GreenFull charge
LED Blue (pulsing)Charging
LED off21% - 99% charged
LED Yellow10% - 20% charged
LED Red1% - 9% charged

Power the POS Go on and off

To turn on the POS Go, press and release the power button. The status light turns on.

To turn off the POS Go, press and hold the power button. When prompted, tap on Power off.

Set up the POS Go

  1. Charge the POS Go and then turn it on.
  2. Select the country where you are using the POS Go.
  3. Select the Wifi network. Enter the password, tap Join, and then tap Connect. The POS Go automatically checks for updates and applies them.
  4. Log in to Shopify POS.

Process a sale with the POS Go

Steps:

  1. Add products to the customer's cart.
  2. Optional: Add a customer to the cart.
  3. From the Cart screen, tap Checkout.
  4. Allow the customer to tap, swipe, or insert their card.
  5. When the transaction is successful, the customer can remove their card.
  6. Choose whether to provide a receipt and the delivery method.

Process a sale that requires a PIN with the screen reader

If your customer requires a screen reader to enter their PIN, then turn on the screen reader and plug in headphones before starting the checkout process. When the PIN screen displays, the screen reader speaks instructions for how to use the PIN pad.

To locate numbers, the customer places their finger at the top left of the screen and slides their finger down until they hear a tone to indicate they've reached the number 1. The customer needs to tap twice to select a number.

To locate the Cancel and Enter buttons, the customer moves their finger to the bottom left or right of the screen until they hear the label of the button announced. The customer needs to tap twice to select Cancel or Enter.

When headphones are plugged in, all users need to tap buttons twice to select them, including the staff member processing the sale. To deactivate the screen reader, unplug the headphones.

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.

Using a Wi-Fi printer with the POS Go

Receipt printers generally use unsecured Wi-Fi networks during the setup process. For security reasons, the POS Go can't connect to unsecured networks and therefore can't be used to set up most new printers. However, the POS Go can use Wi-Fi to set up the Epson TM-m30III receipt printer, which uses a secured network.

The POS Go can connect to a printer set up using a separate device, such as an iPad or Android tablet.

Review the list of supported receipt printers here to ensure that your printer is compatible with the POS Go.

Before you get started, ensure that you have the POS app installed on your iPad or Android tablet.

Steps:

  1. From your iPad or Android tablet, in the POS app, tap More > Connectivity.
  2. Tap Set up hardware > Receipt printer.
  3. Follow the prompts to select your receipt printer and complete set up.
  4. From your POS Go, tap More > Connectivity. Within a few moments, the receipt printer is displayed as connected and you can print receipts.

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 the device can't connect to your Wifi network, then POS Go displays a warning screen. Follow the instructions on these screens and the update will continue.

You can verify your OS version on the POS Go. From your POS Go, tap More > Settings > Device settings > System > About > OS Version.

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 that 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 is displayed.

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.

Locate the device name

You can change the device name by going to More > Settings > Device Settings > System > Device name.

When using POS Go in its dock, the device name is displayed during the pairing process and on connectivity status screens. Changing the device name has no impact on mobile selling.

Wi-Fi settings

You can change the Wi-Fi settings by going to More > Settings > Device Settings > Network & Internet.

The network that the POS Go is connected to is displayed with a green checkmark. Networks that are in range are also displayed. To connect to an unlisted network, tap Other.... The POS Go requires WPA2 security to connect to a network.

Tap Run health check to test the network connection

Tap i next to a network to complete the following tasks:

  • access network information
  • forget a network
  • edit details about the connection, such as the IP address, subnet mask, and DNS

Adjust the screen brightness

You can adjust the screen brightness on the POS Go by going to More > Settings > Device settings > Display.

In the Brightness section, you can adjust the slider to set the screen brightness.

You can activate Auto-brightness to let the POS Go automatically adjust the screen brightness based on ambient lighting conditions.

Tap Screen lock and select the amount of time for the display to lock.

Tap Dark/light mode and select either Dark or Light display mode.

Adjust the sound

POS Go plays sounds during common operations such as scanning barcodes or using a tap payment method.

The volume of these sounds can be adjusted by going to More > Settings > Device settings > Sound. Use the slider to adjust the volume. Setting the slider to zero will turn off the sound.

Adjust the accessibility functions

POS Go has accessibility functions available for your staff members and customers.

Steps:

  1. From your iPad or Android tablet, in the POS app, Tap > More.
  2. Tap Settings > Device settings.
  3. Tap Accessibility and then turn on any of the following accessibility functions:
    • To activate the screen reader, tap Screen reader > Activate screen reader when headphones are plugged in.
    • To activate screen magnification, tap Screen magnification.
    • To activate color correction, tap Invert colors, Color filter, or both options.

Screen reader

Tap Screen reader and turn on Activate screen reader when headphones are plugged in to activate the screen reader.

You can make an L gesture on the touch screen to change the screen reader settings, such as the volume, speed of speech, and activate screen privacy, which removes screen visuals at the same time as allowing normal navigation.

When headphones are plugged into the POS Go, the device speaks screen contents into the headphones. Additionally, when headphones are plugged in, tapping a button one time highlights the button and announces its label, and tapping a button twice selects it.

When headphones are plugged in, the screen reader functions will be activated for all users, so you'll also need to tap buttons twice to select them. For example, when a customer is checking out with PIN and headphones are plugged in, the customer needs to tap buttons twice to enter their PIN and you'll need to tap buttons twice to process the sale.

To deactivate the screen reader functions, you can unplug the headphones.

Screen magnification

When you activate Screen magnification for the POS Go, you can do the following to adjust the magnification of the screen:

  • tap the screen three times to magnify, and then tap the screen three times again returns the display to the normal view
  • drag two fingers to scroll
  • pinch two fingers to adjust the magnification

You can't magnify the virtual keyboard with this function.

Color correction

You can adjust how colors are displayed on the POS Go by activating one or both of the following options:

  • Invert colors: Choose this option to have the screen displayed with inverted colors from the normal display.
  • Color filter: Choose this option to adjust the display so it doesn't display certain colors.

Troubleshooting

If you're 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 doesn't respond when you press the power button to wake or turn on the device, then the battery might be completely drained. Plug your device into a power source for a few hours to let it charge. Use the USB cable that came with your POS Go, when possible. An LED charging indicator illuminates just above the screen. When the LED is red, the battery charge is very low and the device is charging. Other colors indicate that the battery isn't critically low and the device is charging or is fully charged. If an LED light isn't illuminated 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 during 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 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.

Connectivity issues with the POS Go

The connectivity status of the POS Go with your retail hardware, Shopify account, Bluetooth, and Wifi can be checked in the device's More > Connectivity settings.

If you make a change in your Shopify admin that doesn't display in the POS, then you can manually sync the POS with your admin to try to fix the problem.

Steps:

  1. Tap More to open the POS menu, and then tap Connectivity.
  2. Tap Data synchronization. This screen displays the sync status for the following store data:
    • Device
    • Locations
    • Products & Inventory
    • Staff
    • Store Settings
  3. Depending on the displayed sync status, do one of the following:
    • To sync all data, tap Refresh all.
    • To sync specific store data, tap Refresh beneath the store data you want to manually re-sync.

Further troubleshooting tips before sending a report to Shopify Support

  • Never blow into the chip slot, as the saliva particles can corrode the chip contacts.
  • Don't use an adhesive like a sticky note or tape, as this can leave residue that can collect debris.
  • Use a can of compressed air to dislodge any debris inside the chip slot.
  • Use isopropyl alcohol and thin cotton swabs to gently clean the contacts in the chip slot.

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.

Steps:

  1. Tap More to open the POS menu, and then tap Support > Report a bug.
  2. 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 tap More > Support > Contact Support on your POS Go.

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