POS "App failed to load" continues to afflict certain merchants

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Hi all,

We continue to receive tickets related to merchants who experience this error - I’m happy to share the most recent shop id that we spoke with.

We reached out to Partner Support a while back and I’m pasting the troubleshooting tips they provided, but I’m wondering if there is anything else that can be done, or if there’s anything in the works to bolster the stability of POS UI Extension tile loading.

This specific merchant is on 9.29.1 and their WiFi router is 30 feet away, though they have full strength bars on the iPad.

  1. Resync the POS App: Try manually resyncing the Shopify POS app with your Shopify admin. This can help resolve synchronization issues that might be causing the app to fail to load. You can do this by navigating to the app’s settings and refreshing the data synchronization

  2. Enable All app permissions on your device: On your iPad, please go to Settings > Scroll all the way down to the bottom and tap Apps, then choose Shopify POS. We should now see a few different permissions, we want to ensure that the following is correct:

  • Location is set to While Using.

  • Bluetooth is turned On.

  • Local Network is turned On.

  • Background App Refresh is turned On.

  • Allow Cross-Website Tracking is turned On. Permissions screenshot:

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  1. Force Close and Reopen the App: Force close the Shopify POS app and then reopen it. This can sometimes resolve temporary glitches. On an iOS device, you can do this by swiping up from the bottom edge and pausing in the center of the screen, then swiping up on the Shopify POS app

  2. Resetting the POS account: Shopify POS - Support - Merchant App Logins

To do this, You’ll need an email address and password to access the POS app in order to accomplish this; a PIN sign-in is insufficient because we’ll need to log back in completely afterwards. Please note: Before resetting the POS app as a troubleshooting step, it is important to ensure that the merchant has not processed any offline payments. If the POS app is reset before the orders have synced that data will be lost. Then:

  • Go to iPad Settings

  • Scroll down until you find Shopify POS . Tap in.

  • You’ll see Reset Account . Tap in.

  • There’ll be a toggle that you can tap to reset all the app data + current logged in user. Tap the toggle.

  • Force close the pos app + reopen.

  1. Reinstalling the POS app: If all else fails, it can be worth reinstalling the POS app - this both ensures that the app is clean AND that it is up-to-date.

  • Before deleting the POS app, If the issue persists, you can send a report from the Shopify POS app. Go to More > Support > Report a bug and provide a description of the problem. This will send feedback and application logs to Shopify, which can help in diagnosing the issue

    • Delete the POS app

    • Hard restart your device

    • Turn on your device and reinstall the POS app.