Common Issues and Fixes
Chargly Tile Not Showing on POS
Make sure you've installed the Chargly POS tile (see our POS installation guide)
Try removing and re-adding the tile
Check that you have at least one active fee created in the Chargly app
POS Tile Shows "Percentage fee: undefined%"
If your POS tile displays "Percentage fee: undefined%" and does not apply the fee when tapped:
This is a known issue our team is actively working on. The fee value is not being saved correctly to the POS tile in some cases.
Try this first: Delete the existing fee rule in the Chargly app, then recreate it with the same settings. After saving, remove the POS tile and re-add it.
Make sure the Chargly app is up to date in your Shopify admin.
If the issue persists after recreating the rule, please reach out to us through the chat widget with a screenshot — our dev team is investigating a permanent fix.
POS Tile Not Responding or Loading
If the Chargly tile appears on your POS but nothing happens when you tap it:
Force quit the Shopify POS app on the affected device and reopen it
Check if the tile works on other POS devices — if it works on one but not another, it's likely a device-specific caching issue
Try removing and re-adding the Chargly tile in your POS layout
Make sure your POS app is updated to the latest version
If the issue is isolated to one device, try signing out of the POS app and signing back in
POS Tile Intermittently Goes Dark or Blank
If the Chargly tile occasionally goes dark, shows a blank screen, or gets stuck on a loading state — and then recovers on its own after a period of time:
This is typically caused by the POS app losing its connection to the tile temporarily, often due to connectivity hiccups or POS app caching
Try tapping the tile once — sometimes a single tap re-triggers the connection
Force-close the Shopify POS app completely (swipe up to close, not just switch away) and reopen it
If force-closing does not help, try signing out of POS and signing back in to clear the cache
Make sure your POS app is updated to the latest version — earlier versions had known issues with third-party tiles
If the issue happens on multiple devices, check your WiFi or network connection stability
If it only happens on one device, it is likely a device-specific caching issue
Fee Not Calculating Correctly
Verify your fee percentage or fixed amount in the Chargly app settings
Make sure you tap the tile after all items are in the cart
If you add more items after applying the fee, tap the tile again to recalculate
Fee Applied to Wrong Amount
Chargly calculates the fee based on the current cart total. If the amount seems wrong:
Check if there are discounts or other modifiers affecting the cart total
Remove the fee and tap the tile again for a fresh calculation
Multiple Fees Being Applied
If you see the fee applied more than once:
You likely tapped the tile multiple times. Remove the extra fee items from the cart.
Tap the tile only once per transaction
Setting Up Multiple Fee Tiles (e.g. Fuel Surcharge + Credit Card Fee)
You can create separate fee rules in Chargly, and each one gets its own POS tile:
Create each fee as a separate rule in the Chargly app (e.g., one for fuel surcharge at 0.05%, one for credit card processing at 3.5%)
Each rule will automatically generate its own tile on the POS
Tap each tile individually to apply the corresponding fee to the order
Fee Not Showing in Reports
See our Reporting on Fees Collected article for how to track your surcharges through Shopify's order exports.
Need More Help?
Reach out through the chat widget with:
Your store URL
Description of the issue
Screenshots if possible