Troubleshooting POS Go

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" displays. 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 Wi-Fi 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 resync the POS with your admin to try to fix the problem.

POS Go Batteries

Similar to many electronic devices, the POS Go device uses a lithium-ion battery. All lithium-ion batteries naturally experience some swelling with time and usage. A swollen battery might impact the performance of your device, and continued use and charging of a swollen battery isn't recommended. Inspect your POS Go device periodically for evidence of swelling.

If your battery is swollen, then discontinue use and recycle the device at your nearest electronics recycling facility in accordance with your local regulations.

Handling guidelines for the POS Go and lithium-ion batteries

The following are best practices for keeping your POS Go and lithium-ion batteries in good condition:

  • Store the POS Go in a cool, dry place, and keep away from direct sunlight or heat sources.
  • Don't crush, drop, mutilate, or penetrate the device or battery with foreign objects.
  • Don't disassemble battery packs and cells.
  • Don't attempt to replace a battery in the POS Go or remove it.
  • Don't apply pressure to the surface of the battery.
  • Don't bend the battery.
  • Don't use tools of any type to pry on or against the battery.

How can I tell if my battery has swollen?

It's important to periodically inspect your battery and replace your device if it's swollen. You can inspect your device by looking at the device from the side. If the portion of the case below the card swipe reader isn't flat, your device is swollen. If your device is in a dock, remove it from the dock to inspect it. Difficulty swiping or cracking or bulging of your device case are also evidence that you might have a swollen battery.

What should I do if I have a swollen battery?

If you have a swollen battery, stop charging and using the device. Please recycle the device at your nearest electronics recycling facility in accordance with your local regulations. You can also reach out to Shopify Support for a replacement.

Replacements

If you have a swollen battery, then your POS Go may be replaceable. Take photos of your POS Go from the side and back. When taking a photo of the back, make sure to capture the serial number. Serial numbers start with WTH11. Then, contact Shopify Support to request a free replacement or get assistance with replacement options.

Further troubleshooting tips before sending a report to Shopify Support

If your card reader isn't working, then make sure you review these steps 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, such as 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.

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 displays.

Holding all 3 buttons for around 14 seconds forces the device to factory reset.

You can also factor reset the POS Go by tapping More > Settings > Device settings > Factory reset.

After you factory reset the device, follow the set up process again. You’ll need to reconfigure the device’s Wi-Fi connection, download updates, and log in to your store again.

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.

Can’t find the answers you’re looking for? We’re here to help.