Shopify Go issue

Retail & Point of Sale

Topic summary

A user received a Shopify Go card reader that successfully connects to their iPad and processes payments, but fails to appear on the POS grid/inventory interface needed for mobile selling during busy periods.

A community member provided comprehensive troubleshooting steps:

Key Solutions Suggested:

  • Verify the Shopify POS plan (POS Pro may be required for full functionality vs. free POS Lite)
  • Update the Shopify POS app through the App Store
  • Reconnect the device by unpairing/re-pairing through Settings → Set up hardware
  • Manually add Shopify Go as a tile via Customize Smart Grid → Add Tile → Payment Methods
  • Test with another iPad/iPhone to isolate device-specific issues

If these steps don’t resolve the issue, contacting Shopify Support is recommended to address potential firmware or account configuration problems.

Status: The issue remains unresolved pending the original poster’s attempt at these troubleshooting steps.

Summarized with AI on November 1. AI used: claude-sonnet-4-5-20250929.
1

I’ve just received the Shopify Go and have managed to connect it to the ipad and it works ok as a card reader but it won’t load on the POS grid / inventory to allow me to use on the go around the shop during busy peak times. Can someone advise on a solution. many thanks

1 Like
2

Hi @Tlewis63

I’ve gone through your question carefully, and I see that you’re dealing with an issue where your Shopify Go card reader is connected to your iPad but isn’t showing up on the POS grid/inventory. I get how frustrating this can be, especially when you need it to work seamlessly during peak hours. Let’s go through some troubleshooting steps to fix it.

Possible Reasons & Solutions#### 1. Check Your POS Subscription

First, make sure you’re on the correct Shopify POS plan. Shopify Go works best with Shopify POS Pro. If you’re on the free POS Lite version, it may not support all features.

How to check:

  • Go to your Shopify admin → Settings → Plan → Check if you’re on POS Pro (you may need an upgrade for full functionality).

2. Ensure Your POS App is Updated

If your Shopify POS app is outdated, it might not detect Shopify Go properly.

How to update:

  1. Open the App Store on your iPad.
  2. Search for Shopify POS.
  3. If an Update button is available, tap it.

After updating, restart the iPad and open Shopify POS again.

3. Reconnect Shopify Go Properly

Even though it’s connected as a card reader, it might not be fully recognized by the POS system. Try these steps:

1-Unpair Shopify Go

  • Open Shopify POS → Settings → Connected hardware.
  • Find Shopify Go and tap Forget Device or Disconnect.

2-Re-pair the device

  • Turn off Shopify Go and restart your iPad.
  • Open Shopify POS and navigate to Settings → Set up hardware.
  • Follow the instructions to pair the reader again.

4. Assign It to the POS Grid

Since it’s not showing on the POS grid, you might need to manually add it as a tile:

  1. Open Shopify POS.
  2. Tap Customize Smart Grid (three-dot icon on the top right).
  3. Look for “Add Tile” → Choose “Payment Methods”.
  4. Select Shopify Go and add it.
  5. Save the changes and try processing a test payment.

5. Try Another Device (If Possible)

If the issue persists, try connecting Shopify Go to another iPad or iPhone with Shopify POS. If it works there, the problem may be with your original device’s settings.

Final Step: Contact Shopify Support

If none of these steps work, reach out to Shopify Support. There could be a firmware issue or account configuration problem that needs their help to fix.

Let me know if you need further help! Hope this gets your Shopify Go running smoothly.

Best regards,
Daisy.