A retail POS system recently changed its authentication behavior, now requiring full username and password entry on every restart instead of just a PIN. This creates delays during customer service, particularly problematic since the system needs restarting multiple times daily due to blank screen issues.
Key concerns:
Previous workflow: force close app → restart → enter PIN
Current workflow: force close app → restart → full login credentials required
The POS splash screen has also changed, now displaying startup progress
Critical issue: Part-time employees are configured with PIN-only access and cannot log in at all under the new system, blocking their ability to use POS entirely.
The user suspects this is a system-wide change rather than a local configuration issue, but seeks confirmation from others experiencing the same problem. No resolution has been identified yet.
Summarized with AI on October 23.
AI used: claude-sonnet-4-5-20250929.
It used to be that when we started POS, we would be asked to enter our PIN, and nothing more. Now each time we restart, we’re being required to enter user name and password (or passkey). Every time.
This takes too long when we have a customer waiting. On busy days, we have to restart POS a couple times a day because we get a blank screen at some point. Through yesterday, all we had to do was force close the app, restart, and enter a PIN. Now we have to do the entire login.
The “splash” screen for POS seems to have changed, too, and it now shows the progress of the startup. Is this something that just changed? Just want to see if it’s just us, or if others are seeing this change, too.
To the best of my knowledge, none of our settings have changed, so I don’t think it’s anything we did—but I could be wrong about that.
This is Aaron from the Retail Team here at Shopify!
Thank you so much for sharing your question with our Shopify Community, and welcome to Shopify POS!
Based on your experience, it sounds very similar to a technical issue that has been reported from some businesses. You are absolutely correct in that the Shopify POS app should only be asking you to enter a 4-6 PIN to access the POS account of who is trying to use it, but having to completely log back into the store (where you enter your email address + password) should only be required if you’ve logged out of the Shopify POS app, reset the app, or deleted and reinstalled the app.
Our developers are actively looking into this issue but in order for us to provide you with the needed support, we would recommend that you reach out to our Retail Team through one of the following methods to report the issue being experienced with your store.
I actually did submit a request through the app already. As you suggested, this seems to be an issue that is affecting others, too. They’re working on it.
If anyone else is having a similar problem, take Aaron’s suggestion and submit a bug report in the POS app.