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Replacing a Shopify POS device

When a Shopify POS device fails, you can change to a spare device or set up a new one to keep selling. Planning ahead for hardware failures, keeping a staged spare device on hand, and verifying each replacement can reduce downtime and help you get back to taking sales quickly.

This page covers how to prepare a spare device, replace a failed device, verify the replacement, and keep selling when a device is out of service.

If your POS device works, but hardware such as a card reader or barcode scanner doesn't work, then refer to POS Hardware Support.

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Preparing a spare POS device

A staged spare is a POS device that's set up, signed in, and ready to swap in when another device fails. It's recommended to keep a spare on hand for the following situations:

  • You operate 3 or more POS devices at a single location.
  • You operate at a high-traffic location where downtime affects sales.
  • You operate multiple locations.
  • You're running a time-limited event such as a pop-up or seasonal market.

For merchants with multiple locations, you can keep 1 spare device per region.

Set up the spare device

Set up the spare device the same way as your active devices so that a swap doesn't require reconfiguration. Use the same model as your active devices.

Steps:

  1. Sign in to Shopify POS with a store owner or admin account.
  2. Select the correct location.
  3. Wait for the catalog to sync to the device.
  4. Configure the smart grid to match your active devices. For details, refer to Changing the Shopify POS smart grid.
  5. Pair any hardware you want available on the spare, such as a barcode scanner or card reader.
  6. Store the spare in an accessible location.

Keep the spare device current

Power on the spare device every 2 weeks and connect it to Wi-Fi so that it can sync recent catalog changes, check for Shopify POS updates, and confirm the device still signs in correctly. To trigger a sync manually, open Shopify POS and tap Connectivity Icon > Shopify > Store data > Refresh. A spare that hasn't been synced in months downloads a large catalog when you deploy it, which delays setting it up.

Replacing a failed POS device

When a device fails during business hours, change to a spare device rather than troubleshooting at the register. You can investigate or repair the failed device after the store closes.

Before changing a device, sync the failed device if it's still responsive so that recent transactions aren't lost. Open Shopify POS, tap Connectivity Icon > Shopify > Store data > Refresh.

Swap to a spare device

If you have a staged spare device available, then the swap is fast because the catalog and settings are already in place.

Steps:

  1. Power on the spare device and open Shopify POS.
  2. Sign in with a store owner or admin account if you're prompted to do so.
  3. Confirm the correct location is selected.
  4. Tap Connectivity Icon > Shopify > Store data > Refresh to pull the most recent catalog changes.
  5. Connect any hardware such as your card reader, receipt printer, or barcode scanner.
  6. Process a test transaction to confirm the device is ready.

Set up a new replacement device

If you don't have a staged spare, then plan for at least 1 hour to set up a new device. The setup time depends on your catalog size, network speed, and how much hardware you're pairing.

Steps:

  1. Unbox the device and complete the device setup wizard, including connecting to Wi-Fi and updating the operating system.
  2. Download Shopify POS from the App Store on iOS or Google Play on Android.
  3. Sign in to Shopify POS with a store owner or admin account, which is required for the first sign-in on a new device.
  4. Select the correct location.
  5. Wait for the catalog to sync to the device.
  6. Configure Shopify POS settings, including the smart grid, to match your active devices.
  7. Connect any hardware such as your card reader, receipt printer, or barcode scanner.
  8. Process a test transaction to confirm the device is ready.

Troubleshoot a device that won't power on

If your device doesn't respond to the power button, then a force restart often recovers it. Force restart key combinations vary by device model. Refer to the manufacturer's instructions:

  • For iPhone and iPad, refer to Apple's force restart guide.
  • For Android devices, refer to your device manufacturer's support documentation.

If the device briefly displays a battery icon, then the battery is drained. Connect the device to power, and then charge it for 15 to 30 minutes before trying again.

Verifying the replacement device

Before returning the replacement device to active use, confirming the following is correct can help mitigate issues:

  • The catalog is synced and products are searchable.
  • Inventory quantities match your Shopify admin.
  • All payment types you accept process correctly, including any card readers and Tap to Pay if you use it.
  • Receipt printing works and printed receipts include the correct store details.
  • The smart grid matches your other active devices.
  • The Shopify POS version is current. If you use MDM to pin a specific version, then confirm the device is on the expected version.

After the replacement is in service, handle the failed device. If the failed device is recoverable, then you can wipe it and re-enroll it as a new spare. If it's not recoverable, then dispose of it according to your local electronic waste policy and update your asset records.

Keep selling during a device replacement

If a device fails and you can't immediately swap to a spare or set up a new one, then you can keep taking sales using one of the following options:

If the issue is with Shopify POS rather than the device, then refer to Troubleshooting the Shopify POS app.

Tracking your POS hardware

Keeping a record of each POS device makes warranty claims and replacement decisions faster if a device fails. Track the following information for each device:

  • The device type and model.
  • The serial number.
  • The purchase date.
  • The warranty expiration date. For warranty periods on Shopify hardware, refer to Getting started with Shopify POS hardware.
  • The store location the device is assigned to.

When you deploy a spare or retire a failed device, update your records so that the asset list stays accurate.