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 don't 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
DeviceDescription
iPadGeneration 5 or higher running iPadOS 15 or higher
iPad Air Generation 2 or higher running iPadOS 15 or higher
iPad miniGeneration 4 or higher running iPadOS 15 or higher
iPad ProAll iPad Pro models running iPadOS 15 or higher
iPhoneiPhone 7 or higher running iOS 15 or higher
POS GoPOS Go running the latest Shopify-provided software updates
AndroidPhone or tablet running official Android version 10.0 or higher, with Google Play Services enabled

The Shopify POS app is available for only iOS and Android devices. It's not available for desktop computers.

iOS 14 permission requirements

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

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

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

Make sure that your software is up to date

Make sure that your device is running the latest versions of the operating system and the Shopify POS app. Update your Shopify POS app to the latest version to continue taking advantage of the newest features, security upgrades, and bug fixes.

Any required updates display in the Shopify POS app.

Steps:

  1. From the Shopify POS app, tap More > 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.

Activate automatic updates

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

Steps:

If you activate the automatic updates option, then it's active for all your apps. If you want to control which apps are updated, or when apps are updated, then you should not activate automatic updates, and update apps manually.

Check your firewall settings

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

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
  • myshopify.com
  • shopifyapps.com
  • shopifycs.com
  • shopify.cdn
  • shopifysvc.com
  • stripe.com
  • bbpos.com
  • bugsnag.com
  • clients3.google.com
  • storage.googleapis.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 deactivate 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 sync to display any changes you make in your Shopify admin when you open the app.

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.

You can also force the app to resync by temporarily navigating away from the app and opening it up again, or by quitting the app and then reopening it.

Force close the Shopify POS app

If you find that the Shopify POS app is slow, not syncing with the Shopify admin, or that it sometimes freezes, then try forcing the app to close and then reopening it.

Steps:


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 More > 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 Shopify Support.

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