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Topic summary
Shopify’s tap & chip card reader experiences persistent Bluetooth disconnection issues, requiring frequent re-pairing that disrupts checkout operations. The problem affects multiple users despite hardware replacements (readers and iPads), software updates, and router changes.
Key Issues:
- Readers disconnect 1-2+ times daily, even after iOS 12.4 and Shopify app 5.33.1 updates that initially seemed promising
- Devices enter sleep mode and won’t wake, requiring full deletion from Bluetooth settings and iPad restart
- Physical design flaw: dock must be dismantled to access power button
- Some units completely fail with flashing red/blue lights and won’t revive
Workarounds Mentioned:
- Daily power cycling of all equipment during store opening
- Using reset button (pinhole, not blue button) for locked devices
- Switching to older chip/swipe reader (white model with base) for better reliability
- Some merchants purchasing Square Terminal as backup
Business Impact:
- Customer frustration and abandoned transactions during checkout delays
- One user logged 600+ troubleshooting hours
- Multiple replacement units show identical problems
Status: Unresolved. Users report Shopify support treats each case as isolated rather than acknowledging systemic issues. Requests for wired connection option or return of older reader models remain unaddressed.