POS Go error "the store does not support the unit at this time"

Shopify Discussion

Topic summary

POS Go shows the error “the store does not support the unit at this time” when attempting to connect to a Shopify store.

Context:

  • Subscription: POS Pro; payments via Shopify Payments.
  • Store and retail location: USA; network: WPA2 Wi‑Fi.
  • The POS app on a smartphone processes transactions successfully; only the POS Go device fails to connect.

Support status:

  • Support was contacted 4 days ago; estimated 24‑hour reply passed with no resolution.
  • A follow‑up after 2 days confirmed support is investigating, but no fix was provided.

Notes:

  • POS = point of sale; POS Go = Shopify’s dedicated POS device (hardware).
  • User cannot find any prior reports of this specific error and is asking if others have experienced it.

Outcome:

  • No solution or workaround identified yet; discussion remains open.
  • Key question: what causes the compatibility error and how to enable POS Go with this store setup.
Summarized with AI on January 2. AI used: gpt-5.
1

We are trying to add POS to our Shopify website. Subscription is POS Pro. We can process a POS transaction on a smart phone with the POS app, no problem. But when we try to connect a POS Go device, we get the message “the store does not support the unit at this time”.

And yes, the Store is in USA; we have Shopify Payments; retail location is in USA; and, we have a WPA2 wi-fi network.

This was all explained to support four days ago. While the estimated reply time was 24 hours, I haven’t heard back. I followed up myself with support after 2 days, and was advised that I already was notified that support is following up on resolution.

In the meantime, has someone else experienced this? I cannot find any search engine results for this particular issue.

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