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 will lose the app logs that we use when we give you technical help, and you'll lose any saved data such as register shifts and saved carts.

Make sure that your software is up to date

It's important to make sure that your iPad is running the latest versions of iOS and the Shopify POS app. Software updates enhance your experience and help you avoid problems caused by out-of-date software.

To check for available software updates:

  1. From your iPad's home screen, tap App Store.
  2. Tap Updates.
  3. If there is an iOS or Shopify POS update that needs to be installed, then tap Update next to each one or tap Update all to install all software updates at the same time.

Enable automatic updates

To make it easier to keep your software up to date, you should check that automatic updates are enabled in your iPad's main settings. If the option is enabled, software updates will be downloaded and installed in the background without you having to do anything yourself.

To enable automatic updates on your iPad:

  1. From your iPad's home screen, tap Settings.
  2. Tap iTunes & App Store.
  3. Under AUTOMATIC DOWNLOADS, make sure that the Updates toggle button shows that the option is enabled:
    Enable automatic updates ipad

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 disable the option and update apps manually.

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 iPad and then re-opening it:

  1. From the Shopify POS app, press your iPad's home button to send the app to run in the background.
  2. From the home screen of your iPad, 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 re-opening it:

  1. Press your iPad's home button twice 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 iPad's home screen.
  5. Tap Shopify POS to open the app again.

Check the size of your catalog

Your store's catalog is stored locally on your iPad when you log in to the Shopify POS app, and there's a limit to the size of catalog that an iPad can load. If you're experiencing performance issues with the Shopify POS app on your iPad, check that your catalog is not too large.

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 the next step is to send a report from the app and contact the Shopify Support team for technical help.

To send a report:

  1. From the Shopify POS app, tap the button:
    Menu button ipad
  2. From the menu, tap the down arrow:
    More menu button ipad
  3. Tap Need help?:
    Need help ipad
  4. In the Need help? dialog, tap Send a report:
    Send report ipad
  5. In the Send report dialog, enter a description of the problems that you're experiencing:
    Feedback dialog ipad
  6. Tap Send. After your feedback is sent, a confirmation message appears:
    Feedback sent ipad

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

Make sure your software is up to date

It's important to make sure that your iPhone is running the latest versions of iOS and the Shopify POS app. Software updates enhance your experience and help you avoid problems caused by out-of-date software. To check for available software updates:

  1. From your iPhone's home screen, tap App Store.
  2. Tap Updates.
  3. If there is an iOS or Shopify POS update that needs to be installed, then tap Update next to each one, or tap Update all to install all software updates at the same time.

Enable automatic updates

To make it easier to keep your software up to date, you should enable automatic updates from your iPhone's main settings. If the option is enabled, software updates will be downloaded and installed in the background without you having to do anything yourself.

You can also configure whether your iPhone uses cellular data to automatically update software. If this option is disabled, your iPhone will update apps in the background only if your iPhone is connected to a wi-fi network.

To enable or disable automatic updates on your iPhone:

  1. From your iPhone's home screen, tap Settings.
  2. Tap iTunes & App Store.
  3. Under AUTOMATIC DOWNLOADS, enable or disable automatic updates by tapping the Updates toggle button:
    Enable automatic updates iphone
  4. Tap the Use Cellular Data toggle button to enable or disable the option:
    Use cellular data

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 disable the option and update apps manually.

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, you can force the app to resync with your Shopify admin by sending the app to run in the background on your iPhone and then re-opening it:

  1. From the Shopify POS app, press your iPhone's home button to send the app to run in the background.
  2. From the home screen of your iPhone, 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 re-opening it:

  1. Press your iPhone's home button twice 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 iPhone's 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 the next step is to send a report from the app and contact the Shopify Support team for technical help.

To send a report:

  1. From the Shopify POS app, tap the button:
    Menu button iphone
  2. From the menu, tap the button:
    More menu iphone
  3. Tap Need help?:
    Need help iphone
  4. Tap Send a report:
    Send report iphone
  5. On the Send a report screen, enter a description of the problems that you're experiencing.
  6. Tap the checkmark button: :
    Tap checkmark iphone

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

Note about different Android devices

Android devices produced by different manufacturers have different user interfaces. The steps on this page are a guide only, and the names of screens and buttons that you see on your Android device might be slightly different.

Check that automatic updates are enabled

It's important to make sure that your Android device is running the latest versions of the Android operating system and the Shopify POS app. Software updates enhance your experience and help you avoid problems caused by out-of-date software.

Android devices automatically install updates by default, but it's possible for you to switch the option off. If you find you're not running the latest version of Shopify POS for Android, then check whether automatic updates are enabled:

  1. From the home screen of your Android device, Tap Play Store.
  2. From the Google Play Store, tap the button to open the menu.

    Note

    In older versions of the Google Play Store, tap the button to find the Settings button.

  3. Tap Settings.

  4. From the Play Store Settings screen, tap Auto-update apps.

  5. You'll see three options:

    Enable automatic updates android

    Do not auto-update apps Automatic updates are not enabled. You will have to manually check for updates and install them.
    Auto-update apps at any time. Data charges may apply. Automatic updates are enabled. Your Android device will automatically install app updates using cellular data or a wi-fi network.
    Auto-update apps over Wi-Fi only. Automatic updates are enabled. Your Android device will automatically install app updates only when it is connected to a wi-fi network.

    Tap the option you want, or tap CANCEL to return to the Settings screen. 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 disable the option and update apps manually.

Force close the Shopify POS app

When you make any changes in your Shopify admin, they should take effect in the Shopify POS app automatically within a couple of minutes. If a change you've made in your Shopify admin doesn't appear in Shopify POS, or if you don't want to wait, then you can force the app to stop and then re-open it to sync the app with your Shopify admin:

  1. From the main menu of your Android device, find and tap Settings.
  2. Tap Apps.
  3. Swipe left to find the section that shows all the apps on your device.
  4. Find and tap the Shopify POS app.
  5. Tap Force stop.
  6. In the Force stop? dialog, tap OK.
  7. Return to the main menu of your Android device.
  8. Find and tap Shopify POS to open the app again.

Send feedback from the Shopify POS app

You can help Shopify improve the Shopify POS for Android app by sending feedback to our development team from the app itself. This feedback helps us fix bugs and make the app better. To send a report:

  1. From the Shopify POS app, tap the button:
    Menu button android
  2. From the menu, tap the button:
    More menu android
  3. Tap Feedback:
    Feedback android
  4. In the Message text field, enter a description of the problems you're experiencing:
    Feedback dialog android
  5. If you want to attach a screenshot or file attachment, then tap ADD ATTACHMENT and choose whether to add a file or a picture.
  6. Tap SEND FEEDBACK.

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