Hello everyone! Thank you so much for all your feedback you have shared here and the issues you have been facing using the Shopify POS system. I wanted to let you know that we hear you and we are aware of some of the issues brought up here. I’ll provide some additional context on some of the main points you all brought up:
General hardware connectivity:
We don’t necessarily recommend that your iPad be turned off completely every night, but it definitely should be done a few times a week. Shutting a device completely off allows it to clear internal caches for wireless devices and can definitely improve connectivity. Doing so at planned times throughout the week (start of the day, or after a shift is over) will allow the devices to run at their most efficient and be less likely to interrupt your work day. This suggestion is not specific to devices using the Shopify POS system, but for all tech devices utilizing wireless connectivity.
Dropped wireless connections or frequent disconnecting:
While there is always a chance for this to be related to the software or reliability of the hardware you are using, when it comes to Apple devices we do see issues crop up with wireless interference. This is definitely something worth testing for in your workspace by moving some of your wireless devices around and seeing you get better results with less devices or in different positions in relation to other wireless devices. Some things to consider: If the tablet is on the other side of the building from your wireless internet router, how many wireless devices are between the two? How many bluetooth devices are on in the same space?
You can learn more about this on Apple’s website here: Apple: Resolve Bluetooth and Wifi Issues
Barcode scanner not being recognized:
Rest assured our team has heard you loud and clear on this issue and our retail technical team is hard at work to create a fix for this and update the POS system for you. I don’t have a timeline, but I want you to know it is at the forefront. Right now the workaround they suggest is that you change the page you are viewing. Example: if you are in an order page go to the home page then back again. This seems to allow the scanner to be recognized again in most cases.
Tap and Chip Reader connectivity:
We do receive reports of this and the issue at play with this could be a few things. There is the possibility that your device has manufacturing issues and if it’s within warranty we will happily replace it for you. Most times it’s a matter of the reader not being set up correctly or with all the needed steps. This can happen, especially if you are connecting and disconnecting the device multiple times or having connectivity issues throughout the day.
- Open your iPad settings and “forget” the reader from your bluetooth connection page.
- While they’re in the settings have them go to the Shopify POS and make sure that Bluetooth, Local Network and Allow Cross-Website Tracking are toggled on (A frequent culprit according to our retail support team).
- Go into the Shopify POS settings to Manage connected hardware and have them “forget” the reader if it’s in there
- Turn off the iPad for 3 - 5 minutes.
- While the iPad is off you can do a pinhole reset of the reader - the pinhole is on the same edge of the reader that the power button is on.
- Turn the iPad back on and have them go to Set up hardware from within the POS app and connect the reader.
Please know as well that our Retail Support team is available 24/7. You can find the contact information for support, including our direct phone support for the retail system in your POS app by going to Home > Support. We want to hear any feedback, positive or negative, that you have about our services and systems. Rest assured, when you provide feedback to our support team it is being shared with the affected teams and our developers for review.
If you have any other specific questions or concerns I can assist with, please don’t hesitate to let me know.
-Shay