Troubleshooting your internet connection and router

Where can I find the documentation?

You can read our main documentation about configuring your internet connection in Connecting Shopify POS to your network.

How do I connect my iPad to the internet?

Never used an iPad before? Connecting to the internet is easy. Check out this Apple article on how to join wi-fi networks.

I'm having network problems with my Apple AirPort Express. It was working before, but now its not. What can I do?

Try disconnecting and reconnecting your iPad from your wi-fi signal. If you're still having problems, take a look at the Apple Airport Express support guide. Apple also has discussion forums where you can submit a question to the Apple AirPort Community and get responses from other users and support.

Common Network Troubleshooting

Follow this guide to troubleshoot any network issue you might have when using Shopify POS:

  1. Try loading the Shopify.com website using the Safari app on your iPad:
    • If Shopify.com loads properly, please contact our support line.
    • If Shopify.com does not load properly on your iPad, please move on to the following steps for more troubleshooting instructions.
  2. Check if your iPad is connected to a wi-fi network using the instructions presented at Apple.com. If you are connected, please move on to the next step.
  3. Can you connect to the internet from another device on the same network (iPhone, computer, another iPad etc)?



Follow the instructions below:

  1. Your router may not be set up: follow the Airport Express setup instructions or bring your Airport Express to the closest Apple Store for further assistance.
  2. If the issue persists, try a 30-30-30 reboot of the network:

    1. Shut down both the Airport Express and the modem (the box provided by your internet service provider).
    2. Wait 30 seconds.
    3. Turn on the modem.
    4. Wait 30 seconds, or until all the blink lights have stabilized.
    5. Turn on the Airport Express. Wait 30 seconds.
    6. Make sure your iPad is back on the network, and try connecting again.
  3. If you still cannot connect to a website, such as Shopify.com, there could be a DNS issue: WIFI Troubleshooting for POS

    First, tap Wi-Fi in your iPad's settings, and then tap the info button next to your wi-fi network.

    DNS Troubleshooting for POS

    On this screen, tap the DNS section, delete all the text, and then enter 8.8.8.8, 8.8.4.4

  4. Try connecting again

If the issue persists, try contacting your ISP (internet service provider) to see if there is a service interruption.

If none of the above works, you may have a faulty Airport Express or modem. Please contact Apple and your ISP for more help.


Follow the instructions below:

  1. Are you connected to the same network? Follow the Airport Express setup instructions to make sure. WIFI Troubleshooting for POS

    First, tap Wi-Fi in your iPad's settings, and then check your wi-fi is the same one you set up before.

  2. If the issue persists, try a 30-30-30 reboot of the network:

    1. Shut down both the Airport Express and the modem (the box provided by your internet service provider).
    2. Wait 30 seconds.
    3. Turn on the modem.
    4. Wait 30 seconds, or until all the blink lights have stabilized.
    5. Turn on the Airport Express. Wait 30 seconds.
    6. Make sure your iPad is back on the network, and try connecting again.

If the issue persists, please contact Apple for further assistance on connecting your iPad to a network.

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