Skip to main content

Error fetching your status on POS device

Use the detail shown in POS Time Tracker to recover from session, staff, location, or app-access errors.

Written by Phillip Araujo

Overview

When POS Time Tracker cannot read the current Shopify POS session or finish loading your status, it shows "There was an error fetching your status. Please try again later."

Read the red detail message below that text before troubleshooting. The same error screen can appear for different session, staff, location, access, network, or server problems, so it does not always mean that an admin user is missing app permissions.

What the Detail Message Means

  • "POS session is unavailable": Close and reopen Shopify POS, then open POS Time Tracker again.

  • "POS staff member is unavailable": Switch to the correct staff member, or close and reopen Shopify POS, then try again.

  • "POS location is unavailable": Close and reopen Shopify POS, confirm the correct location is selected, then try again.

  • Another detail message: POS Time Tracker could not finish loading your status. Wait a moment and try again. If it continues, save the exact detail message for support.

Try These Solutions in Order

Solution 1 - Follow the Detail Message

  1. Note the red detail message shown below the main error.

  2. Follow the recovery step listed in What the Detail Message Means.

  3. Open the POS Time Tracker smart tile again.

  4. If the same error continues, take a screenshot that includes the detail message and contact support with your store and POS location.

Solution 2 - Check the Initial Login User's App Permissions

The user who initially signs in to Shopify POS with an email and password must have a role with store-level permission for POS Time Tracker. Staff members who later unlock Shopify POS with a PIN are not the initial login user.

  1. In Shopify Admin, go to Settings > Users > Roles.

  2. Open the role assigned to the user who set up the POS device.

  3. In App permissions, select POS Time Tracker.

  4. Click Save.

For Shopify's current requirements, see Log in to Shopify POS.

Solution 3 - Log Out and Log In Again

  1. In Shopify POS, tap More > Settings > Log out.

  2. Log in with a user who has Shopify Admin and Point of Sale access, permission to set up POS devices, and app permission for POS Time Tracker.

  3. Select the correct store and location.

  4. Open the POS Time Tracker smart tile and confirm that your status loads.

Did this answer your question?