Help
Log in

Troubleshooting the Shopify POS Terminal

This guide includes steps for troubleshooting common issues with the Shopify POS Terminal and provides steps for requesting a replacement reader when applicable.

On this page

Step 1: General troubleshooting for the Shopify POS Terminal

Complete the following general troubleshooting steps for Shopify POS Terminal issues:

  • Make sure Shopify POS is up to date. Version 8.16 or later is required.

  • Make sure that your device is up to date:

    • To update your iOS device, go to your device's settings, and then tap General > Software Update. If there's an update available, then you can tap Update now.
    • To update your Android device, go to your device's settings, and then tap Software update. If there's an update available, then follow the on-screen instructions to install it.

  • Verify that your network is set up to use Shopify POS.

  • Reboot Shopify POS Terminal.

  • Reboot your POS device.

Step 2: Select the Shopify POS Terminal issue

Select the Shopify POS Terminal issue, and then follow the troubleshooting steps.

Troubleshoot connection issues

Shopify POS Terminal unpairs from Shopify POS when your POS device locks, is rebooting, or you close Shopify POS on your POS device. Connection re-establishes automatically as long as Shopify POS is running and displays on the screen.

If Shopify POS loses connection to Shopify POS Terminal and there's no QR code showing, then on the Shopify POS Terminal, swipe from right to left to reveal the settings panel. Then tap Reset connection to POS to force the QR code to display on the screen.

If the connection fails, then the Shopify POS Terminal continues to display the Welcome screen. If you experience any connection issues between Shopify POS Terminal and Shopify POS, then try the following troubleshooting steps to reconnect them.

Steps:

  1. Make sure that both devices connect to the same network.
    • If both Shopify POS Terminal and your tablet connect with Wi-Fi, then they must be on the same Wi-Fi network.
    • If Shopify POS Terminal connects with Ethernet, then it must connect to the same network as the POS device using your router.
  2. Reset your router by turning it off and unplugging it for 30 seconds.
  3. Plug your router back in and turn it back on. Make sure your device re-connects to the correct network.

You can also try temporarily connecting both devices to a different network, such as a Wi-Fi hotspot on a smartphone. If the connection succeeds on a different network, then this indicates that the network might not be set up to allow POS and Shopify POS Terminal to communicate with each other. Ensure your network meets the networking requirements.

Troubleshoot charging issues

Make sure your charger meets the minimum specifications of 5V/2A - Output 10W or 9V/2A - Output 18W. The charger must supply at least 2A of current. A higher current or a charger with a dual label, such as with 5V and 9V, also charges the POS Go.

If the minimum charger specifications are met, then the Shopify POS Terminal Reader takes 2-3 hours to charge fully using a wall adapter. After the Shopify POS Terminal Reader is fully charged, its battery lasts for a whole day of selling.

If the Shopify POS Terminal fails to charge after 30-60 minutes, and the minimum charger specifications are met, then try the following troubleshooting steps:

  • Try a different charging cable

  • Try a different wall adapter

  • Try a different power outlet

Troubleshoot Shopify POS Hub charging issues

If you're charging Shopify POS Terminal using the Shopify POS Hub and the terminal isn't charging, then check that the POS Hub is powered and connected directly to your POS device.

If your POS hardware doesn't connect through the Shopify POS Hub, then complete the Shopify POS Hub troubleshooting steps.

Troubleshoot "The network was blocked by a DNS error" message

If Shopify POS Terminal displays "The network was blocked by a DNS error", then your DNS provider might be blocking local IP resolution. Use one of the following methods to change your DNS settings:

On your router

This method avoids changing the DNS settings on each device. Example instructions on changing the DNS settings on your router are available here.

On your iOS device

  1. Open the device Settings > Wi-Fi.
  2. Select the i button next to the Wi-Fi network that you want to configure.
  3. Under DNS, select Configure DNS, then select Manual.
  4. Select Add Server, then add each of the following servers:
    • 1.1.1.1 (Cloudflare DNS)
    • 1.0.0.1 (Cloudflare DNS)
    • 8.8.8.8 (Google Public DNS)
    • 8.8.4.4 (Google Public DNS)
Troubleshoot a "This device cannot be used with your store" message

If Shopify POS Terminal displays "This device cannot be used with your store" message, then Shopify Payments isn't activated within Shopify POS or your store's currency isn't the same as your country currency.

Complete the following steps to make sure that Shopify Payments and your store currency are set up correctly:

Troubleshoot a "Failed to download updates" message

If Shopify POS Terminal can't connect to Wi-Fi then updates might fail. You can troubleshoot with the following steps.

Steps:

  1. Review your firewall settings to ensure that Shopify POS can connect to the network.
  2. Perform a factory reset on your Shopify POS Terminal.

If the error message persists, then try a different network, such as a hotspot and make sure your network is set up correctly.

Troubleshoot payment processing issues

If tap, chip, and swipe payments aren't processing on Shopify POS Terminal, then make sure the following settings are configured correctly:

If all of your settings are configured, then troubleshoot the payment processing issue on Shopify POS and Shopify POS Terminal.

Steps:

  1. From Shopify POS, tap More > Settings > Payment types.
  2. In the Default payment types section, confirm that the Credit/Debit option displays Accepted.
  3. Restart Shopify POS Terminal by holding the top button on the right side of the reader.
  4. When the menu displays, tap Restart.
  5. Test the payment.

If the payment processing issue persists, then perform a factory reset.

Troubleshoot the screen not turning on

If your Shopify POS Terminal is stuck on the loading bar screen or becomes unresponsive, then you need to perform a factory reset.

Troubleshoot 6 digit PINs not working

If you can't login with your 6 digit PIN, then make sure you have permissions to access the POS and the location that you're trying to login to.

If the login issue continues, then Shopify POS Terminal might need an update. Shopify POS Terminal automatically updates every time you restart it. To restart Shopify POS Terminal follow these steps.

Steps:

  1. Hold the Power button on the top of Shopify POS Terminal for 3–5 seconds.
  2. Tap Restart.
  3. When Shopify POS Terminal turns back on, allow it to update.

If you still experience issues logging in, then factory reset your Shopify POS Terminal.

Troubleshoot chip or swipe payments not working

If Shopify POS Terminal doesn't respond when you insert or swipe a card, then you need to clean the chip or swipe slot.

Steps:

  1. Fold a piece of paper so that it's the same thickness as a credit card.
  2. Insert the folded piece of paper into the chip or swipe slot, and gently move the paper side-to-side and back-and-forth.
  3. Remove the paper from the slot, and then use a can of compressed air to clean out the slot.

If these steps don't work, then use isopropyl alcohol and thin cotton swabs to gently clean the contacts in the chip or swipe slot.

Factory reset Shopify POS Terminal

You might need to factory reset Shopify POS Terminal when the general troubleshooting steps and the specific issue troubleshooting steps don't resolve your issue.

You can factory reset Shopify POS Terminal with any of the following methods:

  • Option 1: On Shopify POS Terminal tap More > Settings > Device settings > System > Factory reset.
  • Option 2: Ensure the Shopify POS Terminal is undocked, then hold down all 3 buttons until the "Confirm Factory reset" popup displays, and then tap Reset.
  • Option 3: With the Shopify POS Terminal undocked, hold down all 3 buttons for 15 seconds to force a factory reset.

Shopify POS Terminal 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, then 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 contact Shopify Support for assistance or to request a replacement. When contacting Shopify Support, include photos of your device from the side and back, including the serial number on the back, which starts with WTH11.

Contact Shopify Support about your Shopify POS Terminal

If Shopify POS Terminal still doesn't work after following the general troubleshooting steps and the specific issue's troubleshooting steps, then you can contact Shopify Support.

From Shopify POS, tap the Horizontal menu icon > Support > Contact support.