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If you’re experiencing issues with Smile in Shopify POS, the steps below cover the most common causes.

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Keep iOS and Shopify POS up to date

Outdated software is a common cause of POS issues. These issues often appear shortly after a new iOS or Shopify POS app update is released. Before troubleshooting further, make sure both are up to date in the following order:
  1. iOS: On the device, go to Settings > General > Software Update and install any available updates.
  2. Shopify POS app: Open the App Store, search for Shopify POS, and tap Update if one is available.
Once both are updated, reopen Shopify POS and check if the issue is resolved.

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Tile shows “No active ways to spend points”

If the Smile tile displays “No active ways to spend points,” your loyalty program doesn’t have any active POS rewards configured. Customers can still earn points in store, but staff won’t see any discount options to apply. To fix this, set up at least one way for customers to spend their points at POS in Smile Admin. For instructions, see Set up and spend points in-store.

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Loyalty program tile shows “Enable program in Smile Admin”

If the Smile tile in the POS smart grid shows “Enable program in Smile Admin,” your loyalty program is inactive. Customers can’t earn or redeem points at POS until the program is enabled. To fix this, log in to Smile Admin and activate your points program.

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“App failed to load” error

If an app on the Shopify POS smart grid shows an “App failed to load” error, your network may be blocking access to required domains. To use Shopify POS with extensions, your network must allow access to these domains:
  • cdn.shopify.com
  • extensions.shopifycdn.com
Configure your firewall and content filtering systems to allow traffic from both domains. For detailed network configuration instructions, see Shopify’s guide: Setting up your network for Shopify POS.