Amy N Kaplan

Blog Posts

Troubleshooting the Shopify POS app

***MANAGERS ONLY***

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 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.

iOS 14 permission requirements

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

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

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

Make sure that your software is up to date

NOTE: The Shopify POS app no longer supports iOS 11.4.1 or below. After this date, you can continue to use the app but you can no longer update it. To take advantage of bug fixes and new features, you need to update your device to iOS 12.2 or higher. If that is not possible, then switch to using Shopify POS on another device that is running iOS 12.2 or higher.

Make sure that your device is running the latest versions of the operating system and the Shopify POS app. Software updates give you the latest features and help you avoid problems that are caused by out-of-date software.

You can install software updates from the Apple App Store for iOS devices and the Google Play Store for Android.

  1. From your device 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.

Check your firewall settings

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

Add hostnames to your allow list

In your firewall settings, add all ports on the following hostnames to your allow list:

  • api.emms.bbpos.com
  • tms.bbpos.com
  • shopify.com
  • shopifycs.com
  • stripe.com

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 iOS device and then reopening it.

  1. From the Shopify POS app, open the task manager to send the app to run in the background.
  2. From the home screen of your device, 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 reopening it.

  1. Open the task manager 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 device 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 send a report from the app and contact Shopify Support (https://help.shopify.com/en/questions) for technical help.

  1. From the Shopify POS app, tap ≡ > Support.
  2. Tap Send a report.
  3. In the Send report 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.