"Failed to save remote metafield" error when updating Customer Metafield in Shopify POS

Custom Data
1

Hi everyone,

I am encountering an issue while trying to update a customer metafield directly through the Shopify POS app.

The Issue: When attempting to edit and save a specific customer metafield (in our case, a “CPF” field, which is a Brazilian identification number), the POS app refuses to save the data and throws an error directly under the input field.

Exact Error Message:

:stop_sign: Failed to save remote metafield

Steps to Reproduce:

  1. Open the Shopify POS app.

  2. Navigate to a Customer’s profile.

  3. Attempt to edit the custom customer metafield (CPF).

  4. Enter the numerical value (e.g., 02816985709) and tap Save.

  5. The input field highlights in red and displays the error message.

Environment Details:

  • Device / OS: [Insert your device, e.g., Android / Samsung Galaxy / iPadOS]

  • Shopify POS Version: [Insert your POS app version, e.g., v8.15.0]

  • Metafield Definition:

    • Namespace and Key: [Insert namespace, e.g., custom.cpf]

    • Type: [Insert type, e.g., Single line text or Number]

Additional Context: I have attached a screenshot (image_cde9e3.jpg) showing the exact error state on the mobile device for reference.

Has anyone faced this issue before or knows what might be causing the POS app to fail when syncing this specific metafield back to the admin? Are there specific namespace/key permission requirements or type validations required for the POS to edit customer metafields successfully?

Thank you in advance for your help!

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2

Hi @GabrielTurnes - thanks for reaching out.

The “Failed to save remote metafield” message is a generic error, so the screenshot alone doesn’t confirm the underlying cause. One possibility I’ve seen before is a permissions mismatch between the account used to sign in to Shopify POS and the staff member currently pinned in.

Please confirm that the pinned-in staff member has permission to edit customer metafields and that the account used to sign in to Shopify POS has the Customers → Create and edit customers permission. This Help Center article explains the permissions required to view and edit customer metafields in Shopify POS: https://help.shopify.com/en/manual/sell-in-person/shopify-pos/customer-management/metafields

If those permissions are already configured and the error persists, please reproduce the issue and submit the POS logs afterward by going to More → Support → View device information → Send report. Instructions for submitting a diagnostic report are available here: https://help.shopify.com/en/manual/sell-in-person/shopify-pos/troubleshooting/index#diagnostics

After sending the report, please contact Shopify Support through help.shopify.com so the team can review the store-specific logs. Include the approximate time of the failed save and the time zone, the affected staff member and customer, and the metafield namespace, key, and type.

Hope this helps!

3

Hi @GabrielTurnes,

The placeholders in your post are still unfilled, and the two that matter most are the definition type and the namespace/key — without them there’s no way to tell a validation failure apart from the permissions path Wes pointed at.

One thing worth checking while you’re at it: a CPF is normally written with a leading zero, and number_integer stores a whole number in the +/-9,007,199,254,740,991 range, so 02816985709 cannot round-trip as typed. If that’s the type on the definition, recreating it as single_line_text_field and retrying in POS would tell you a lot in about a minute.

Could you post the definition’s type and namespace/key, plus the POS app version and device OS? With those it’s straightforward to reproduce on a test customer with the same definition.

4

We performed the test with the same user on another device, and it worked. The error occurs only on that device. All the others can update the metafield.

5

Hey @GabrielTurnes - thanks for confirming that test. Since it works for the same user on other devices, the most useful comparison now is the affected device itself.

The diagnostic report from my earlier reply is still the right next step. Please reproduce the error and send the report immediately afterward, before clearing app data or reinstalling Shopify POS.

When contacting Shopify Support, mention that the same user can update the metafield successfully on the other devices. That should give Support the device-specific evidence needed to review the failed save.

Hope this helps!