POS errors and offline mode
Last reviewed: 2026-07-14
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Most of the time, tapping the Team Shift tile just works. Here's what to check when it doesn't.
The tile is greyed out and won't tap
Team Shift's POS tile requires an internet connection. If the POS device isn't connected, the tile itself is disabled — you won't even be able to open the clock-in screen. There's no offline mode: Team Shift doesn't cache or queue clock-in/out actions locally to sync later, so a shift's clock-in and clock-out both need to happen while the device is online.
Fix: reconnect the POS device to the internet, then tap the tile again.
"Staff member not found. Contact your manager."
This shows up when Team Shift can't match the person logged into POS to a staff record. Common causes:
- The staff member isn't assigned to that location. Check their staff detail page in Shopify Admin and confirm the location is checked under Assigned Locations.
- The staff member has been archived. Archived staff no longer show up as eligible to clock in — see Troubleshooting and frequently asked questions for what archiving does.
- Ambiguous manually-added staff. If more than one manually-added staff member (someone without a matching Shopify POS staff ID) is assigned to the same location, Team Shift can't reliably tell which one is currently logged into POS, so it deliberately shows "not found" rather than risk clocking in the wrong person. This is a known limitation for locations with multiple manually-added staff and no linked Shopify staff account — if you hit this, consider syncing that person from Shopify instead of adding them manually, if your store supports staff sync (see Adding and importing staff).
"Unable to connect. Check your network and try again."
This is a generic network error shown when the tile fails to load staff or status information, distinct from the disabled-tile offline state above. Try again once the connection is stable.
Action failed toasts
If clocking in, clocking out, or starting/ending a break fails partway through, you'll see a toast message like "Clock-in failed" or "Break start failed," often with a specific reason such as "Staff member already has an active timesheet" or "Already on break." These reflect a rule being enforced (for example, you can't clock in twice without clocking out first) rather than a bug — check Clocking in and out on POS and Taking breaks on POS for how those flows are supposed to work.