POS shows 0 points and displays "Session token fetch failed." What should I do?

If the GV tile on your POS shows "Balance: 0 points" and you see an error banner at the bottom saying "Session token fetch failed for GV: Check [staff name]'s permissions", this means the POS staff account does not have permission to access the GV app.

GV follows Shopify's standard way to communicate between Shopify POS and apps. This means staff permissions are managed by Shopify, and each staff member who uses the POS must be granted app access in your Shopify admin. You can learn more about this in the Shopify community discussion.

To remedy this, check which permission model your store uses:

Option 1: Individual staff permissions

If your store manages permissions per staff member:

1. Go to Shopify Admin → Settings → Users and permissions
2. Select the staff account used on your POS device
3. Under App permissions, make sure GV is enabled
4. Save and reopen the POS app

Option 2: Role-based permissions

If your store uses Shopify's role-based permission system (Settings → Users → Roles):

1. Go to Shopify Admin → Settings → Users → Roles
2. Select the role assigned to your POS staff (e.g., "Cashier")
3. Under Point of Sale permissions, expand the Apps section
4. Make sure both Use apps that work with Shopify POS and Manage POS UI extensions are enabled
5. Save and reopen the POS app

Once the staff member has the correct app permissions (either individually or through their assigned role), the customer's point balance will display correctly on the POS.