We recently installed a new POS System, including a Dock and POS Go. We are a busy shop, and transferred from Square because we could never get the inventory to sync properly (tried lots of apps…it just didn’t work well). So we went all in. And now, the newly installed POS Go, when inserted in the dock, constantly logs out, leaving the customer hanging there while trying to check out. The Passkey DOESN’T WORK, so we have to login using email and use a password. Then we have to enter a code from the phone for dual authentication. Why doesn’t it remember the device? Why do we have to enter everything manually? Is there a way to improve the system so that it doesn’t logout every 20-30 minutes? Any guidance would be appreciated, as this seriously impacts my business.
Oh, and I should mention we have to manually enter the credit card information, so we are paying a higher processing fee and I’m sure we won’t get a refund from Shopify.
Thank you for reaching out and I am sorry to hear you’ve had these issues with your POS Go device. Please refer to our troubleshooting steps for common issues with the device but if problems persist you can report your issue to our support team. You can send logs from your device from within the POS app and also contact support directly; from there we can review the logs and investigate further why these errors may be occurring.
I have the exact same problem. We use the POS Go in our retail shop as a customer facing display and in our warehouse for checking stock and packing orders. This mean removing it from its doc multiple times a day. Every time we put it into the doc, it logs us out! No only that, I completely forgets the device. We have to type our entire email address, password and verify on another device EVERY SINGLE TIME. I reached out to Shopify and the advised that this is done intentionally and is to be expected. Just another simple thing that seems like a quick fix that Shopify refuses to fix.