I have purchased a POS go, connected to my Shopify account and wifi, downloaded updates, and completed the security update as well. I get a black screen with an horizontal bar bouncing back and forth and nothing else. I have done a factory reset and completed these steps again but can’t get the POS go to be functional
Topic summary
Main issue: Multiple merchants report POS Go (Shopify’s handheld point-of-sale device) becomes unusable after connecting to Wi‑Fi and installing updates, showing a black screen with a bouncing horizontal bar.
Scope and impact: At least several users encountered the same behavior, including on brand-new units and even across two separate devices. One merchant needed the device for an event the next day, indicating urgency. A potential buyer reconsidered purchasing due to the thread.
Troubleshooting tried: Restarts and factory resets were attempted by users without success. Images/screenshots of the error screen were shared and are central to understanding the problem.
Staff guidance: Community staff asked for screenshots and provided factory reset options: (1) in-device settings, (2) holding all three buttons to confirm reset, and (3) forcing a reset by holding all three buttons for 15 seconds. They directed users to live support via the Help Center and to request “Speak with support.”
Status: No confirmed resolution in-thread. Outcomes and root cause remain unknown; users requested updates if anyone resolves it.
5 Likes
From what I’m reading, way too common. Get it resolved?
Same here and I need to use it at an event tomorrow! It was working a day ago! Did you find a solution? I have restarted it and tempted to do a factory reset but that didn’t work for you apparently.
Hi, @TheCrownArts .
Welcome to the Shopify Community, and thanks for being part of the thread.
We’re sorry to hear you’re running into issues with your POS Go. For better visibility, are you able to share a screenshot/image of the specific error message you’re receiving?
I’m having the same issue and only had it for one day.
Well, I just tried setting up my second POS Go (I bought two) and it’s doing the same thing. Shopify had better respond to this thread because right now, these things are a POS! Yes, pun was intended.
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Oh wow, I was thinking of buying one. No way now.
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Hey @llgeesaman .
Thanks for reaching out and bringing this to our attention.
Are you still experiencing this issue with your devices? If so, I would suggest attempting to factory reset the devices to see if that does the trick.
- Option 1: On the POS Go: Tap More = Settings > Device settings > System > Factory reset > tap Factory reset
- Option 2: Hold down all 3 buttons > once the popup is offered: “Confirm Factory reset” Tap Reset
- Option 3: If the above do not reset the device, holding down all 3 buttons for 15 seconds will force the factory reset
If you continue to experience issues with the POS devices, you can get in touch with our live support immediately by navigating to the Help Center. When you arrive at the Help Center, you will need to make the virtual assistant be aware that you would like to Speak with support and you will be connected accordingly.
Let us know if you have any questions.
@DarynaMag and @llgeesaman did you get your POS Go issues resolved? I had such an awful experience with the standard POS app and Wisepad this last weekend that I ended up taking most of my F2F payments via Zettle. I’m now actively researching alternative POS systems, but also wondering about the POS Go. Any feedback gratefully received.