Shore Pay – Resolving Connection Drops and Disconnections

This article can help you if:

• your card terminal can't be connected,
• the connection regularly drops,
• the device isn't detected,
• or the terminal suddenly disconnects.

Common Causes of Connection Issues

Connection issues can result from, among other things:

• outdated iOS versions,
• active Bluetooth connections from other devices,
• app sessions that weren't fully closed,
• parallel POS apps,
• unstable network connections,
• or faulty Bluetooth pairings.

Please complete the following steps fully and in the order given.

Step 1: Check Other POS Apps and Devices

Please make sure no other POS or card reader apps are active.

Removing Other POS Apps

If installed, please remove the following apps from your iPad:

• Tillhub
• iZettle
• Inventorum

Disabling Other Payment Providers

In your POS app, check that the following providers are disabled:

• SumUp
• CCV

Checking Other Devices at the Location

Also check:

• other iPads,
• mobile phones,
• or other devices at the location.

Active Bluetooth connections from other devices can interfere with the connection to the Shore Pay reader.

Note: WPC / WisePad devices can be ignored here.

Checking the Customer Display

If a customer display is being used, make sure it isn't currently actively connected.

Checking the Battery Level

The card terminal should be sufficiently charged.

Step 2: Fully Log Out of the Shore POS App

Fully log out of the Shore POS App and then log back in.

Important: Please log in with your password — not just your PIN. A full logout more reliably clears the app cache on iOS devices and can resolve connection issues.

Step 3: Check Your iPad Settings

Updating the iOS Version

Please make sure your iPad is running the current iOS version.

Go to:

Settings → General → About

Enabling Location Services

Go to:

Settings → Privacy & Security → Location Services

Location Services must be enabled.

Checking Shore POS App Permissions

Go to:

Settings → Apps → Shore Kasse

Please check the following settings:

Location

"While Using the App"

Bluetooth

Enabled

Local Network

• disable
• wait 15 seconds
• then enable again

Step 4: Check the Bluetooth Connection

Open your iPad's Bluetooth settings.

Does the Shore Pay reader appear there?

If YES

1. Open the Shore POS App
2. Go to: Settings → Payment Methods → Shore Pay → Settings
3. Select: "Scan for Readers Again"
4. Select the device
5. Connect

If the connection is established successfully, please check whether an update starts.

Important: A firmware update must not be interrupted.

If NO

Continue with Step 5.

Step 5: Reset the Shore Pay Reader

Removing the Bluetooth Connection

Go to:

Settings → Bluetooth

Select the Shore Pay reader and tap:

"Forget This Device"

Resetting the Device

There's a small reset hole next to the charging port.

1. Use a paperclip or a pin
2. Press the reset button for about 5 seconds
3. Wait for 2 short beeps
4. Then release

Step 6: Reconnect the Device

1. Open the Shore POS App
2. Go to: Settings → Payment Methods → Shore Pay → Settings
3. Select: "Scan for Readers Again"
4. Select the device
5. Connect
6. Confirm the pairing prompt with "Yes"

If a firmware update starts:

• please don't cancel it,
• keep the terminal close to the iPad,
• and make sure there's sufficient battery.

Step 7: If the Connection Still Fails

If problems persist:

• restart the iPad
• check whether other devices are connected to the reader
• disable Bluetooth on other devices
• try connecting again

Contacting Support

If your Shore Pay reader continues to disconnect or stay offline, please contact our support team.