One of our merchants is experiencing issues with our app not loading on their POS system. We’ve been unable to identify the root cause despite troubleshooting.
Technical details:
POS version: 10.7
App API version: 2025-01
Issue appears to be isolated (other merchants using the same configuration are unaffected)
Troubleshooting steps already taken:
Verified user permissions are correctly configured
Tested on different network connections to rule out connectivity issues
Shopify support confirmed the app loads properly in their test environment
This suggests the issue may be specific to the merchant’s POS configuration or device.
Has anyone encountered similar isolated loading issues? Any additional troubleshooting steps you’d recommend?
Hey @nlencina, thanks for reaching out. If the issue is persisting, I would say that our merchant support team would be the best folks to look into this, but just out of curiosity, did your merchant send their POS App logs to our team or were they guided to?
Usually in cases like this, our merchant support teams would take a look at those logs to investigate further or work with the merchant to enable/disable certain settings on the shop to narrow down the issue.
If you or they are willing to share a Support Ticket ID for this though, I’d be happy to look into things on your/their behalf to see if I can provide the best next steps. Hope to hear from you soon!
We actually went down that path already. We have an existing point of contact for POS from when we were implementing our extension, so we don’t have a formal ticket ID. However, after he reviewed the logs and confirmed the issue isn’t with our extension itself, they suggested we post here in the forum for additional insights.
We’re hoping the community might have encountered similar isolated cases or have other troubleshooting approaches we haven’t considered yet.
No worries @nlencina, thanks for following up on this, happy to see if I can help.
If your merchant is using an Apple Device and is on iOS 15.1 or higher , one thing to double check if you haven’t already is to see if Cross-Website tracking is enabled in their device’s iOS settings (there’s a bit more info on this here).
If that doesn’t resolve things or if you’ve looked into that already, feel free to ping me here and I can take a closer look for you
, thanks for reaching out. If the issue is persisting, I would say that our merchant support team would be the best folks to look into this, but just out of curiosity, did your merchant send their POS App logs to our team or were they guided to?