Since we have updated our Shopify App the keyboard keeps disappearing on the POS.
Hey there, @DianasmithMH . Thanks so much for reaching out in the Shopify Community with your POS issue here. I hope you’re doing well, and I’m happy to chat with you about this.
Thanks for giving us a heads up about the keyboard! We’ve had some reports of this coming in recently, but I’m happy to say that we shipped an update yesterday (version 7.1.0) that should resolve this for you.
I recommend that you jump into your device’s app store and install our latest update (this is the one that would’ve come out yesterday), as this should solve things for you. If you do install the update, and the issue persist, then confirm you’re on the right version (7.1.0) and get back to me here to let me know!
Regardless of the outcome, I hope that you follow up with me here so I can be kept in the know as to if this resolved things for you or not.
Hi,
Apologies for jumping on here but I have this issue too, I have App 7.1.1 with a keyboard issue. I just get the keyboard bar at the bottom but can’t select the keyboard.
This works on all of the other apps I have tried.
Janet
Hey there, @JanetStringer . Thanks for joining in on the conversation here!
Interesting that you’re experiencing this error, especially if you’re telling us you’re using version 7.1.1 of Shopify POS! The keyboard issue should have been resolved with the release of 7.0.1, so I’m curious to see what we can uncover here.
- Can you tell me what type of device you’re using that’s having these issues?
- Can you ensure that your devices operation software is up to date?
- Can you doublecheck to make sure that there are no pending updates for Shopify POS?
- If possible, can you share with us a screenshot of this keyboard issue you’re experiencing?
Depending on the information you provide me here, we have a couple routes to go to have things resolved. I’m hoping we can resolve things here together, but if not, we’ll lean on the Retail Team for some help!
I’ll keep my eyes peeled for your reply!
Good Morning,
Thank you for coming back to me, hopefully everything you need is below:
Can you tell me what type of device you’re using that’s having these issues?
- I am using an iPad 7th Generation, which is running iOS 15.5. There are no pending updates.
Can you ensure that your devices operation software is up to date?
- There are no pending updates for iOS.
Can you doublecheck to make sure that there are no pending updates for Shopify POS?
- I have just been trough the App Store and it is saying the Shopify app is up to date. It is on App Version 7.1.2, Build Number 1552.
If possible, can you share with us a screenshot of this keyboard issue you’re experiencing?
- I have attached a photo of the screen, as you can see instead of the keyboard I get a grey bar with three buttons, in other apps on the iPad the grey bar with three buttons gives me word suggestions but also the option to show the keyboard.
Thank you for your help so far.
Janet
Hey there, @JanetStringer . Thanks for getting back to me with all of that additional information!
Your screenshots were incredibly help. In my experience, that grey bar you’re seeing represents Apple’s built-in ‘QuickType Predictive Keyboard’ feature the comes built into Apple’s iOS. This would explain why you’re seeing these bars in other applications, and not just the POS app. I believe that turning off this functionality will allow you to regain your keyboard functionality in the POS app. The steps to do so come as follows:
- On your iPad, go to ‘Settings’
- Go to ‘Genera’, then go to ‘Keyboard’
- Scroll to the bottom of this page and then turn ‘Predictive’ off
Give these steps a try, and then open up your POS app and let me know if your keyboard is still missing! I’ll keep my eyes peeled for your follow up!
Hi
I did what you said and turned predictive off but as soon as we re-connect the hand bar scanner we loose the keyboard again , we didn’t have any problems before the changes …. Help
Hi again, @JanetStringer . Thanks for following up with me again.
I appreciate you sharing that new information with me. Did turning off predictive text help before re-connecting the scanner?
Considering that the issue appears to be arising when connecting hardware to your application, it may be best for you to speak with our Retail Support Team directly so they can help you get this issue resolved. [I have a link that you can use to reach out to the team directly here.](http://I%20have a link that you can use to reach out to the team directly here.)
Additionally, you can actually find a phone number to contact the Retail Team within your POS app. If you login to the application, and click on the menu that looks like a set of drawers (also known as a hamburger menu), you can find a ‘Support’ tab within. From there, you can find a support phone number and a retail support email for your convenience.
I would reach out to the team as soon as you possible so they can take a look into this situation for you.
Hi everyone,
We have been dealing with this for months and today we realized what is going on, thanks to this thread.
We use a socket barcode scanner for checking out customers and it works just fine.
Additionally we use another scanner meant to scan inventory products to be shipped with a 3rd party app in Shopify Admin. When that scanner is on, it messes with the keyboard in POS in our case, as soon as we turn it off our keyboard goes back to normal.
iPad 9th Gen with all software up to date
You can try using an infrared keyboard instead. These keyboards connect to your device wirelessly and can be more reliable than a physical keyboard.
We are experiencing the same issues too with a 9th generation IPad and have a socket scanner. Has this issue been resolved by Shopify?
It’s old post but…
HI !
Since Saturday, I have been experiencing a major issue with Shopify POS on iPad.
I am using an iPad Genation 9 running iOS 26.5. When I open Shopify POS and reach the screen where I need to enter my PIN, the keyboard appears briefly and then immediately disappears, preventing me from entering my code and accessing the application.
I contacted Shopify Support, but so far no one has been able to resolve the issue.
Here are the troubleshooting steps we have already tried:
- Uninstalling and reinstalling Shopify POS.
- Completely resetting the iPad.
- Installing the beta version of the application.
- Testing on another iPad identical to the one used in my store.
- Testing on a different iPad model.
In every case, the problem remains exactly the same.
We discovered that it is only possible to access Shopify POS when a physical keyboard is connected to the iPad. In that case, I can enter my PIN and press Enter. Without an external keyboard, the on-screen keyboard disappears immediately, making it impossible to log in to the application.
Interestingly, Shopify POS works perfectly on our iPhones. The issue appears to be limited to iPads.
Because I cannot use Shopify POS normally in my store, I have had to switch to the regular Shopify app to continue serving customers.
Is anyone else currently experiencing the same issue on iPad? Have you found a solution or workaround other than using an external keyboard? I don’t know why this is happening, but I suspect it may be related to localization or regional settings.
I’ve noticed that the arrow in the upper-right corner is blue, but when the keyboard disappears, it turns black. I don’t know if this is related to the issue, a display problem, or something else, but my impression is that it could be tied to localization settings.
I am located in Quebec, Canada, and I haven’t seen anyone else in my area reporting the same problem or asking for help with it.
Another strange thing is that for about four days, after logging into POS with an external keyboard, I would see a red notice in the Hardware section (bottom left, under Shopify) indicating that my store was experiencing multiple issues. As of today, that notice has disappeared.
Overall, the situation is quite confusing. No one from Shopify has contacted me, and at this point I feel like I’m completely in the dark.
Thank you!