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 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.
The Shopify POS app works with devices which meet the following requirements:
| Device | Description |
|---|---|
| iPhone | iPhone 7 or higher running iOS 13 or higher |
| iPad Air | Generation 2 or higher running iPadOS 13 or higher |
| iPad | Generation 5 or higher running iPadOS 13 or higher |
| iPad mini | Generation 4 or higher running iPadOS 13 or higher |
| iPad Pro | All iPad Pro models running iPadOS 13 or higher |
| Android | 手机或平板电脑运行官方Android版本7.0 (Nougat) or higher |
iOS14 permission requirements
If you have updated your device to iOS 14 or higher and use third-party Shopify apps, then you might need to enableCross-Website trackingin your iOS settings.Cross-Website trackinglets 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 enableCross-Website tracking, complete the following steps:
- Open theSettingsapp on your device.
- TapShopify,Shopify POS, orShopify Inbox.
- EnableAllow Cross-Website Tracking.
On this page
Make sure that your software is up to date
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 Software updates give you the latest features and help you avoid problems that are caused by out-of-date software.
Any required updates display in the Shopify POS app.
Steps:
- From the Shopify POS app, tap≡>Support
- TapView device information.
- If there is an iOS or Shopify POS update that needs to be installed, then tapDownload latest update.
Enable automatic updates
To make it easier to keep your software up to date, enable automatic updates. When this option is enabled, software updates are downloaded and installed automatically.
Steps:
- From your iOS device home screen, tapSettings.
- TapiTunes & App Store.
- UnderAUTOMATIC DOWNLOADS, make sure that theUpdatesoption is enabled.
- From your device home screen, tapPlay Store.
- Tap your user name.
- SelectSettings>General.
- TapAuto-update appsand select your preference.
- TapDone.
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 not enable automatic updates, and update apps manually.
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.comtms.bbpos.comshopify.comshopifycs.comstripe.com
If you need help to add these hostnames to your allow list, then contact your network administrator.
Add domains to your allow list
Adding domains to your allow list ensures that Shopify POS works correctly. In your firewall settings, add all ports for all hostnames on the following domains to your allow list:
shopify.comshopifyapps.comshopifycs.comshopify.cdnstripe.combbpos.combugsnag.comyour store's custom domains
You need to add your store's custom domains to the allow list because Shopify POS and apps often use your custom domain name to connect with Shopify services.
If you need help to add these domains to your allow list, then contact your network administrator.
Geographic IP address filtering
The update servers are worldwide. If your firewall filters out IP addresses based on geographical location, then you need to disable this filter.
If you need help to change your firewall settings, then contact your network administrator.
Resync Shopify POS with your Shopify admin
The Shopify POS app should automatically sync to show any changes you make in your Shopify admin when you open the app.
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 admin either by temporarily navigating away from the app and opening it up again, or byquitting the appand then reopening it.
Force close the Shopify POS app
If you find that the Shopify POS app is slow, not syncing with the Shopify admin, or that it sometimes freezes, then try forcing the app to close and then reopening it.
Steps:
- From your device home screen, open theApp Switcher.
- On an iOS device with Face ID: Swipe up from the bottom edge and pause in the center of the screen.
- On an iOS device with a Home button: Double-press the Home button.
- Navigate to find theShopify POSapp, and swipe up on the app to force-quit it.
- TapShopify POSto open the app again.
- Depending on your device, from the home screen, tap either the three vertical lines, or swipe up from the bottom of your screen, hold, then let go.
- Navigate to find theShopify POSapp, and then swipe up on the app to force-quit it.
- TapShopify POSto 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 contactShopify Supportfor technical help.
Steps:
- From the Shopify POS app, tap≡>Support.
- TapReport a bug.
- In theReport a bugdialog, enter a description of the problem that you're experiencing.
- TapSend.
Your feedback and the device's application logs are sent to Shopify, and we'll be in a better position to help you when youcontact us.
Contact Support
You can contact Shopify Support by sending an email.
Steps:
- From the Shopify POS app, tap≡>Support.
- TapContact support
- Tap one of the available contact options to contact support.