This has been happening to us for months now with the same response. Something is seriously wrong with this platform. We have been through two different tap and chip units. We will get a few customers use cards with no problem then randomly it will go into sleep mode now. It cannot be woken up and needs to be removed from system and reconnected by “add new hardware”. Has there been any staff reply on this continued issue? I would consider this a massive issue that customers are losing revenue and creating a poor customer experience.
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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