Troubleshooting the Shopify POS app

If you experience performance issues with the Shopify POS app, then there are some common steps that you can take to troubleshoot them.

Shopify recommends that you do not delete and re-install the Shopify POS app if you experience any problems. If you delete the app, then you lose the app logs that we use when we give you technical help, and you lose any saved data such as register shifts and saved carts.

The Shopify POS app works with devices which meet the following requirements:

Devices that work with the Shopify POS app

Device	Description
iPhone	iPhone 7 or higher running iOS 13 or higher
iPad Air	Generation 2 or higher running iPadOS 13 or higher
iPad	Generation 5 or higher running iPadOS 13 or higher
iPad mini	Generation 4 or higher running iPadOS 13 or higher
iPad Pro	All iPad Pro models running iPadOS 13 or higher
Android	Android device running version 7.0 (Nougat) or higher

Note

The Shopify POS app does not support iOS beta versions.

iOS 14 permission requirements

If you have updated your device to iOS 14 or higher and use third-party Shopify apps, then you might need to enable Cross-Website tracking in your iOS settings. Cross-Website tracking lets third-party Shopify apps that you have installed in your Shopify admin stay connected in Shopify Inbox, Shopify Point of Sale, and the Shopify mobile app.

To enable Cross-Website tracking, complete the following steps:

1. Open the Settings app on your device.
2. Tap Shopify, Shopify POS, or Shopify Inbox.
3. Enable Allow Cross-Website Tracking.

Make sure that your software is up to date

Note

The Shopify POS app no longer supports iOS 12 or lower. With older versions of iOS, you can continue to use the app but you can no longer update it. To take advantage of bug fixes and new features, you need to update your device to iOS 13 or higher. If that isn't possible, then switch to using Shopify POS on another device that is running iOS 13 or higher.

Make sure that your device is running the latest versions of the operating system and the Shopify POS app. Software updates give you the latest features and help you avoid problems that are caused by out-of-date software.

Any required updates display in the Shopify POS app.

Steps:

1. From the Shopify POS app, tap ≡ > Support
2. Tap View device information.
3. If there is an iOS or Shopify POS update that needs to be installed, then tap Download latest update.

Enable automatic updates

To make it easier to keep your software up to date, enable automatic updates. When this option is enabled, software updates are downloaded and installed automatically.

Steps:

iOS

1. From your iOS device home screen, tap Settings.
2. Tap iTunes & App Store.
3. Under AUTOMATIC DOWNLOADS, make sure that the Updates option is enabled.

Android

1. From your device home screen, tap Play Store.
2. Tap your user name.
3. Select Settings > General.
4. Tap Auto-update apps and select your preference.
5. Tap Done.

If you enable the automatic updates option, then it is enabled for all your apps. If you want to control which apps are updated, or when apps are updated, then you should not enable automatic updates, and update apps manually.

Check your firewall settings

If you have a firewall enabled on your network, then it can interfere with POS functionality.

Add hostnames to your allow list

In your firewall settings, add all ports on the following hostnames to your allow list:

• api.emms.bbpos.com
• tms.bbpos.com
• shopify.com
• shopifycs.com
• stripe.com

If you need help to add these hostnames to your allow list, then contact your network administrator.

Add domains to your allow list

Adding domains to your allow list ensures that Shopify POS works correctly. In your firewall settings, add all ports for all hostnames on the following domains to your allow list:

• shopify.com
• shopifyapps.com
• shopifycs.com
• shopify.cdn
• stripe.com
• bbpos.com
• bugsnag.com
• your store's custom domains

You need to add your store's custom domains to the allow list because Shopify POS and apps often use your custom domain name to connect with Shopify services.

If you need help to add these domains to your allow list, then contact your network administrator.

Geographic IP address filtering

The update servers are worldwide. If your firewall filters out IP addresses based on geographical location, then you need to disable this filter.

If you need help to change your firewall settings, then contact your network administrator.

Resync Shopify POS with your Shopify admin

The Shopify POS app should automatically update to show any changes you make in your Shopify admin. If you make a change in your Shopify admin that doesn't appear in the Shopify POS app, then you can force the app to resync with your Shopify admin by sending the app to run in the background on your iOS device and then reopening it.

Steps:

1. From the Shopify POS app, open the task manager to send the app to run in the background.
2. From the home screen of your device, find and tap the Shopify POS app.
3. Check that your new changes have taken effect in the Shopify POS app.

Force close the Shopify POS app

If you find that the Shopify POS app is slow, or that it sometimes freezes, then try forcing the app to close and then reopening it.

Steps:

1. Open the task manager to display all the apps that are running.
2. Swipe the apps left and right to find the Shopify POS app.
3. When you find the Shopify POS app, swipe it upwards to force it to close and remove it from the list of apps.
4. Press the home button to return to your device home screen.
5. Tap Shopify POS to open the app again.

Send a report from the Shopify POS app

If you've tried the troubleshooting steps above and you're still experiencing performance issues with the Shopify POS app, then send a report from the app and contact Shopify Support for technical help.

Steps:

1. From the Shopify POS app, tap ≡ > Support.
2. Tap Report a bug.
3. In the Report a bug dialog, enter a description of the problem that you're experiencing.
4. Tap Send.

Your feedback and the device's application logs are sent to Shopify, and we'll be in a better position to help you when you contact us.

Contact Support

You can contact Shopify Support by sending an email.

Steps:

1. From the Shopify POS app, tap ≡ > Support.
2. Tap Contact support
3. Tap one of the available contact options to contact support.