Tap and Chip "There was an issue with network connection"

Retail & Point of Sale

Topic summary

A user is experiencing persistent connectivity issues with a new Tap and Chip card reader. Despite the device appearing in the Shopify POS app on multiple devices (iPhones and iPads), it consistently displays a “network connection issue” error and shows as unavailable.

Troubleshooting attempts made:

  • Updated all devices and apps
  • Power cycled everything multiple times
  • Performed a full pinhole reset on the card reader

None of these steps resolved the problem. Support recommended contacting the retail support team directly through the Shopify Help Center, selecting “Store management” then “Shopify POS and Retail” to access specialized hardware troubleshooting and potential technical escalation.

Summarized with AI on November 23. AI used: claude-sonnet-4-5-20250929.
1

I purchased a brand new tap and chip card reader. I’ve managed to connect to several devices separately, iPhones, iPads, and I get it to show up on on the Shopify POS app. But every time it says that “there was an issue with the network connection”. I’ve updated all the devices, updated the apps, turned everything on and off again several times, and did a pinhole reset on the device. Still nothing is working… It still states that my Tap and Chip reader is “unavailable”.

2

Hi @_alyaly ,

Thank you for getting in touch about this. I would recommend getting in touch with our retail support team as they are better placed to offer direct assistance on this issue, and can escalate this to our technical department if the problem cannot be resolved.

You can get in touch with our retail support team through the Shopify Help Center. When you open this link, please select “Store management” and then “Retail and Shopify POS” when navigating the router. Contact options will then be presented to you.