Get your device out of the box, powered up, and connected.
inventory_2 Open your device box
Check that the tamper-proof seal is still intact before opening — if it's broken, contact express-support@stitch.money before proceeding.
bolt Power on your device
Press and hold the power button on the left-hand side of the device until the screen lights up.
warning
Important: Always use the charger provided in the box. Third-party chargers (including standard phone chargers) may damage the device.
wifi Connect to WiFi
Option A: Swipe down from the top of the screen, tap the WiFi icon, select your network, and enter your password.
Option B: Open Settings, find WiFi, toggle it on, select your network, and enter your password.
Wait for the checkmark confirming connection.
lightbulb
Your device also has a SIM card built in. If WiFi is unavailable, it will automatically use mobile data as a backup.
2
Meet your device
Find your device on the dashboard, set it up, and log in.
smartphone Find your device on the dashboard
Log in to your Stitch Express dashboard on a computer.
Click Devices in the left-hand menu.
You'll see a list of all devices allocated to your account.
sell Name your device
Click the arrow next to your device to view its details.
Add a friendly name — something meaningful like "Front Counter" or "Store 1" so it's easy to identify.
key Find your PINs
Scroll to the bottom of the device details page.
Click Reveal PINs — you'll see two PINs:
lock_openDevice PIN — used to log in to the device itself.
lockSupervisor PIN — used by store managers to authorise refunds.
login Log in on your device
On the device, open the Stitch Pay app.
Tap Login.
Enter your Device PIN.
App activation walkthrough
3
Make your first sale
Process your first card payment on the device.
credit_card Accept a card payment
From the home screen, tap Sale.
Enter the amount using the keypad, then tap Charge.
The customer taps, inserts, or swipes their card.
View the Approved or Declined result.
Send a receipt — print, email, or SMS.
Processing a sale
4
Try a refund
Learn how to process linked, unlinked, and partial refunds.
link Linked refund (recommended)
Tied to the original transaction by RRN — the safest method.
Tap Refund on the home screen.
Tap the Filter icon next to Transaction History.
Enter at least 6 digits from the start of the RRN (from the receipt).
Select the transaction to view details.
Tap Refund.
Enter the Supervisor PIN and tap Verify.
Customer presents their card to complete.
Linked refund
link_off Unlinked refund
Use when no original RRN is available.
Tap Refund on the home screen.
Select Unlinked Refund.
Enter the refund amount.
Enter the Supervisor PIN.
Customer presents their card to complete.
Unlinked refund
content_cut Partial refund
Refund part of the original amount.
Follow the linked refund process — find the transaction by RRN.
Enter a partial amount (less than the original).
Enter the Supervisor PIN.
Customer presents their card to complete.
Partial refund
schedule
Void vs RefundSame day: If you refund a transaction on the same day it was made, it's processed as a void and reflects in your customer's account immediately. Next day or later: Refunds processed after the day of the transaction take 1–5 business days to reflect, though in some cases it can take up to 14 business days depending on the customer's bank and card type.
celebration
You're all set!
Your device is ready to accept payments. Here are some helpful extras.
bar_chart Reports & transaction history
Your device can generate reports and let you review transactions.
If our team can't resolve your issue, we'll escalate it to our specialist engineers.
FAQs
Standalone device
My device won't turn on
Use the charging cable that came with your device — other phone chargers may not provide enough power. Charge for at least 30 minutes before your first power-on. Hold the power button on the left-hand side for 3 seconds until the screen lights up.
I can't connect to WiFi
The device cannot connect to WiFi networks that require a browser login (like hotel or airport WiFi). Make sure you're entering the correct password. Your device also has a SIM card as a backup — if WiFi is unavailable, it will use mobile data automatically.
The app is asking for permissions — should I allow them?
Yes. Grant all permissions when prompted (camera, location, storage, and overlay). These are required for the payment app to function correctly.
What's a supervisor PIN and where do I find it?
The supervisor PIN is used by store managers to authorise refunds. You can find it in your Stitch Express dashboard — go to Devices, click the arrow next to your device, scroll down, and click Reveal PINs. If you're still having trouble, contact express-support@stitch.money.
A payment was declined — what do I do?
A declined payment is usually a decision by the customer's bank, not a problem with your device. Ask the customer to try another card. If multiple cards are declining, check your internet connection and contact support if the issue persists.
How do I send a receipt to a customer?
After a successful payment, you'll see options to print a receipt (if your device has a printer), or send via email or SMS. Tap the option you prefer and enter the customer's details.
How do I refund a transaction?
Tap Refund on the home screen, use the Filter to search by RRN (at least 6 digits from the receipt), select the transaction, and tap Refund. Enter the supervisor PIN and have the customer present their card.
Can I do a partial refund?
Yes. Follow the linked refund process (find by RRN), but enter a smaller amount than the original transaction. You'll still need the supervisor PIN and the customer's card.
I don't have the RRN — can I still refund?
Yes. Use an unlinked refund — tap Refund on the home screen, select Unlinked Refund, enter the amount, authorise with the supervisor PIN, and have the customer present their card.
Get your Shopify store ready while you wait for delivery.
download Install the Stitch In-Person app
You'll receive an app installation link from Stitch — click it to add the Stitch In-Person app to your store.
Review the permissions and click Install.
toggle_on Enable Pay with Stitch in Shopify POS
Once installed, you'll land on an explanation page — "Enable Pay with Stitch in Shopify POS" — with a short set of instructions.
Click the Open POS editor button. This takes you directly into Shopify's "Customise your POS experience" editor — no need to navigate there via the Point of Sale sales channel yourself.
In the POS editor, find the panel on the left and toggle on Pay with Stitch.
grid_view Add the Stitch Terminal payment tile
At the top of the POS editor you'll see three icons: the Apps icon (three blocks in a square), the gear icon to its left, and the sections icon (looks like a burger) to the left of that.
Click the sections (burger) icon — you'll see the different sections of your Shopify POS screen.
Expand the Checkout section. You'll see your payment options (Shopify calls these "payment tenders") — Shopify-owned tiles like Split payment, Mark as paid, Store credit, and Cash.
Click Add custom payment type and type in Stitch Terminal.
Click Save.
warning
Important: The custom payment type must be named exactly "Stitch Terminal" for the integration to work.
2
Unbox, power on & connect
Get your device out of the box, powered up, and connected.
inventory_2 Open your device box
Check that the tamper-proof seal is still intact before opening — if it's broken, contact express-support@stitch.money before proceeding.
bolt Power on your device
Press and hold the power button on the left-hand side of the device until the screen lights up.
warning
Important: Always use the charger provided in the box. Third-party chargers (including standard phone chargers) may damage the device.
wifi Connect to WiFi
Option A: Swipe down from the top of the screen, tap the WiFi icon, select your network, and enter your password.
Option B: Open Settings, find WiFi, toggle it on, select your network, and enter your password.
Wait for the checkmark confirming connection.
lightbulb
Your device also has a SIM card built in. If WiFi is unavailable, it will automatically use mobile data as a backup.
3
Meet your device
Find your device on the dashboard, set it up, and log in.
smartphone Find your device on the dashboard
Log in to your Stitch Express dashboard on a computer.
Click Devices in the left-hand menu.
You'll see a list of all devices allocated to your account.
sell Name your device
Click the arrow next to your device to view its details.
Add a friendly name — something meaningful like "Front Counter" or "Store 1" so it's easy to identify.
key Find your PINs
Scroll to the bottom of the device details page.
Click Reveal PINs — you'll see two PINs:
lock_openDevice PIN — used to log in to the device itself.
lockSupervisor PIN — used by store managers to authorise refunds.
login Log in on your device
On the device, open the Stitch Pay app.
Tap Login.
Enter your Device PIN.
4
Sync stores & assign your device
Pull your Shopify store locations into Express, then assign your device to the right store.
store Sync your Shopify stores
In your Stitch Express dashboard, go to Stores in the left-hand menu.
Click Sync Shopify Stores to pull your store locations in.
Your Shopify locations will appear in the list.
link Assign your device to a store
Select the store you want to assign the device to.
Click Allocate Device and choose your device from the list.
Confirm the allocation.
lightbulb
If you have multiple stores, repeat this process for each location. Each device can only be assigned to one store at a time.
5
Make your first sale
Process a payment through Shopify POS using your device.
credit_card Process a payment through Shopify POS
Add items to your cart in Shopify POS as normal and tap the blue Checkout button.
On the payment options screen, select the Stitch Terminal tile.
Tap Mark as paid.
On the post-purchase screen, tap Pay with Stitch.
If there's one terminal at your store, the transaction initiates on it immediately. If there are multiple terminals, a picker appears — select the terminal to use.
The terminal session starts — your customer taps, inserts, or swipes their card.
Once the order closes, tap Done. The order is marked as Paid and fulfilled in Shopify.
info
Why Mark as paid? Shopify creates the order first so Stitch can collect the in-person payment from the post-purchase screen. If the Stitch payment is not completed, the order will be automatically refunded and cancelled — you don't need to refund or cancel it manually.
6
Try a refund
Refund your test payment — you have several options.
smartphone Option A: Refund from the Shopify POS app
Find the order in your Shopify POS app.
Tap the order, then tap Refund.
Select the items to refund and confirm.
computer Option B: Refund from Shopify admin
Go to Orders in your Shopify admin.
Find and open the order.
Click Refund and confirm.
bar_chart Option C: Refund from the Express dashboard
Log in to your Stitch Express dashboard.
Go to the Sales page.
Find the transaction and process the refund from there.
warning
Note: Transactions initiated through Shopify POS do not appear in the device's transaction history. Use one of the three options above to process refunds.
schedule
Void vs RefundSame day: If you refund a transaction on the same day it was made, it's processed as a void and reflects in your customer's account immediately. Next day or later: Refunds processed after the day of the transaction take 1–5 business days to reflect, though in some cases it can take up to 14 business days depending on the customer's bank and card type.
celebration
You're all set!
Your device is connected to Shopify POS and ready to accept payments.
If our team can't resolve your issue, we'll escalate it to our specialist engineers.
FAQs
Shopify POS integration
My device won't turn on
Use the charging cable that came with your device — other phone chargers may not provide enough power. Charge for at least 30 minutes before your first power-on. Hold the power button on the left-hand side for 3 seconds until the screen lights up.
I can't connect to WiFi
The device cannot connect to networks requiring a browser login. Make sure you're entering the correct password — and remember that passwords are case-sensitive. Your device has a SIM card as a backup and will use mobile data automatically if WiFi is unavailable.
What's a supervisor PIN?
The supervisor PIN is used by store managers to authorise refunds. You can find it in your Stitch Express dashboard — go to Devices, click the arrow next to your device, scroll down, and click Reveal PINs. If you're still having trouble, contact express-support@stitch.money.
My Shopify POS isn't detecting the device
Ensure both your Shopify POS device (iPad/tablet) and the payment device are on the same WiFi network. Check that the Stitch In-Person app is installed and the Pay with Stitch extension is enabled in your POS settings. Try restarting the Shopify POS app.
A payment was declined
A declined payment is usually a decision by the customer's bank. Ask the customer to try another card. If multiple cards are declining, check your internet connection and contact support if the issue persists.
The device screen hangs with no error or success
Don't retry immediately — the original attempt may have gone through, and retrying blind risks charging the customer twice. Wait a short moment, then confirm the order status in Shopify or on the Sales page of your Stitch Express dashboard. Shopify POS transactions do not appear in the device's own transaction history, so check there rather than on the device. If the session is genuinely stuck, cancel it in Shopify POS and start again.
I selected Pay with Stitch but the device isn't responding
Turn the device off, turn it back on, then try the payment again. If it still doesn't respond, contact express-support@stitch.money.
The Post Purchase screen payment button doesn't load
Wait a few seconds and check that your Shopify POS device has a stable internet connection. If the Pay with Stitch button still doesn't appear, log out of the Shopify POS app, close it fully, then log back in. Confirm that the Pay with Stitch extension is enabled in your POS settings. Contact express-support@stitch.money if the issue persists.
What if I mark an order as paid but don't complete the Stitch payment?
If you've selected Mark as paid but the Stitch payment isn't completed, the order is automatically refunded and cancelled. You don't need to refund or cancel it manually.
Can I refund from Shopify instead of the device?
Yes. Refunds for Shopify POS transactions can only be processed from three places: the Shopify POS app, the Shopify admin, or the Sales page in your Stitch Express dashboard. They cannot be processed directly from the device.
