I have been going back and forth with Shopify support on this issue and they were ready to send me a replacement. But then they messaged me Friday to make sure of two things: 1) That we were updated to the Shopify app version 5.33.1 last week which included a hotfix specifically for bluetooth issues with the tap and chip reader and, 2) That the iPad is on the recently released iOS version 12.4 which apparently also had some bluetooth fixes in it. We updated iOS last Friday (the Shopify app had auto-updated the day before) and went the weekend without the issue occurring one time whereas before it would happen at least twice per day. So I’m hopefully optimistic that this issue is now permanently fixed.
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.
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