Skip to main content

Common Issues

This page covers the most frequently encountered issues and their solutions.

"Can't login" / Invalid PIN​

Symptoms: PIN is rejected, staff member cannot access the POS.

Solutions:

  1. Verify the PIN -- have the admin confirm the correct PIN for the staff member
  2. Check if staff is active -- deactivated staff cannot log in. Go to Shopify Admin > Swift POS > Staff and ensure the account is active
  3. Check the store domain -- make sure you are entering the correct Shopify store domain on the login screen
  4. 5 failed attempts lockout -- after 5 consecutive wrong PINs, the session is forcibly ended. Wait a moment and try again with the correct PIN

Products Not Loading​

Symptoms: Product grid is empty or shows a loading spinner indefinitely.

Solutions:

  1. Check your location -- if no location is selected, products cannot be loaded. Log out and back in, selecting a location
  2. Refresh the page -- a network hiccup may have interrupted the initial load
  3. Check Shopify products -- ensure products exist and are set to "Active" status in Shopify admin
  4. Verify inventory tracking -- products without inventory tracking at the selected location show as "Not stocked"

Cart Lost / Items Disappeared​

Symptoms: Cart items are gone after refreshing or returning to the POS.

Solutions:

  • Carts are stored in localStorage. Clearing browser data (cache, cookies, local storage) removes the cart
  • Check if another staff member did a staff switch, which clears discounts and customer selection (but preserves cart items)
  • Private/incognito browsing does not persist localStorage between sessions

Session Expired​

Symptoms: The POS shows a login screen unexpectedly.

Solutions:

  • The JWT token may have expired. Re-enter your PIN to get a new token
  • The auto-lock may have activated. Check the lock screen timeout in settings
  • 5 failed PIN attempts trigger a forced logout

Feature Locked / Not Visible​

Symptoms: A feature you expect to see is missing or shows a "plan required" message.

Solutions:

  1. Check your plan -- go to Shopify Admin > Swift POS > Billing to verify your current plan. See Plans & Pricing for feature availability
  2. Check your role -- some features are hidden based on your role and permissions. A cashier, for example, cannot see analytics
  3. Check with your admin -- if using a custom role, your admin may have restricted access to certain features
tip

If you are unsure whether an issue is plan-related or role-related, ask an admin to check both the billing page and the staff permissions.