Monday morning when starting my POS I noticed the screen was different looking. Since that time we have been having problems with some of our items not scanning at the POS. I checked the system and these items are active and set for the POS. Any suggestion on how to correct this?
Topic summary
Issue: After a noticeable POS (point of sale) interface change on Monday, some products marked active and enabled for POS are not scanning. The merchant confirms the items are correctly set up but remain unrecognized at checkout.
Suggested steps: Uninstall and reinstall the POS app, then wait 15–30 minutes for the catalogue to resync (longer for large inventories). This may resolve mismatches between the app and product data.
Escalation: If the problem continues after reinstall/resync, contact Shopify Retail Support directly from within the POS app via live chat or phone for deeper troubleshooting.
Status: No confirmed resolution yet; awaiting results after the recommended reinstall and resync.
In these situations the best first step to troubleshooting is to uninstall and reinstall the app. Please allow up to 15-30 minutes for the app to resync with your catalogue (for large inventories). If the issue is persisting even after reinstalling the app you can then reach out to our retail support directly for additional troubleshooting and support.
In your POS app you can view all available support options including live chat and a direct phone number you can call.