New products not being recognised on Zettle

Retail & Point of Sale

Topic summary

A merchant is experiencing a synchronization problem where newly created Shopify products with barcodes are not appearing in the Zettle point-of-sale system. When scanned, the barcodes return a ‘no product found’ error despite existing in Shopify.

Troubleshooting attempts:

  • Closing and reopening both applications did not resolve the issue
  • The expected manual sync option (Zettle > Products > Shopify Integration) is not visible to the affected user
  • Products appear in Shopify but are missing from the Zettle product library

Current status:

  • Multiple merchants are reporting similar issues with synced products disappearing
  • According to Zettle support, this is a known issue specifically affecting the Apple application version
  • Zettle is actively working on a fix
  • Users experiencing this problem are advised to contact Zettle or Shopify support directly for assistance
Summarized with AI on October 31. AI used: claude-sonnet-4-5-20250929.
1

Have created some new products on Shopify, and created barcodes for these new products, and printed barcode labels. None of these new product labels are scanning on Zettle till - the barcode scans, then comes up ‘no product found’. But there is definitely a product with this barcode in Shopify.

I’ve closed and re-opened both Shopify and Zettle. Is there any way to force an update between Shopify and Zettle?

2

Hi @Wooden_magnet ,

It looks like a sync issue between Shopify and Zettle. First, go to Zettle > Products > Shopify Integration and manually sync. If barcodes still don’t scan, disconnect and reconnect the Shopify integration to refresh the product data. Also, check the Zettle product library by searching for the barcode manually to ensure the products were imported. If the issue persists, contact Zettle support to force a sync.

3

Thanks for this. I can’t see the link from Zettle you mention. In Zettle>Products, I have no option for Shopify integration, or a manual sync. The product is showing in Shopify, but not in Zettle. I do feel that my Zettle isn’t being updated. I’ll contact Zettle directly, unless you can suggest another route to force a Shopify update onto Zettle?

4

Please contact the Shopify support team for further assistance. @Wooden_magnet

5

We are currently experiencing the same issue. Al lot of synced products are gone, did you manage to solve this issue?

6

After getting in touch with Zettle it seems that this is an issue with the Apple application and they are currently working on it. (this is the case for my issue at least)

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