Whats in this guide

Locating your your serial number

How do I find out which account my deposits will go to?

Change my bank account details

Perform a refund on Lightspeed Payments via POS

Pair multiple Terminal to one POS

Turn on 4G connection in case of a drop out

Reconnect the LS Payments terminal if the integration drops out

Using a terminal to work away or offsite

Do a refund manually via the LS terminal

How to determine my "net" fees against my surcharges

Locate the last transaction on the terminal

Performing a factory reset

My terminal disconnected with the POS during a sale

Does Lightspeed Payments charge a fee for refunds?

Before you begin

This is a general frequently asked question page. Typically this will cover technical aspects of the Terminals we offer:

- Smart Terminal

- Smart Terminal with Printer (Formerly known as S1F2).

We have included instructions for the following devices that are no longer available:

- v400,  p400 (Both no longer sold)
- e280, e285 (Both phased out)

Features

 Linked below are a few other commonly referenced guides

• Boarding and Pairing process
• Surcharging
• Getting Settlement

Locating your serial number

The serial number is also on the back of each device.

• v400 and p400 have serial underneath
• e280 has the s/n on the back in small print
• e285 has it under the plastic half-case
• Smart Terminal with Printer (formerly known as S1F2) s/n at the sticker on the back 
• Smart Terminal (formerly known as AMS1) has a sticker on the back

How do I find out which account my deposits will go to?

Your current bank account details are visible on the Settings page of the Merchant Portal.

Change my bank account details

If you have another bank account under the same legal entity and wish to switch to it for payouts, you can head to the Merchant Portal to change your account details. There is a guide here to help you.

If the business has been sold or its legal registration has changed, requiring a switch to a new bank account owned by the new entity please contact your Account Manager.

Perform a refund on Lightspeed Payments via POS

This is quite similar to other terminal providers.

1. From POS, go to the three bar menu and select History
2. Select the transaction you wish to refund
3. Select 'Refund Sale' on bottom right
   
4. Select 'Refund Sale' again in centre screen
5. Select 'Lightspeed Payments' as the method
6. The refund will be processed without the requirement to request card.
   
   Note: You will be offered print a receipt which will provide a customer copy of the refund transaction.
   
   This refund "sale" will also appear in POS history as a refund, where it can be reprinted if you want a physical merchant copy, or if you need to email the receipt (for example if you don't have a printer or the customer prefers email receipts)

Pair multiple Terminal to one POS

We don't support multi terminals to single pos at this time.
But we support multiple POS to a single terminal.

Here is the link to the Pairing process

Will the 4G backup internet on my terminal automatically get enabled if my internet goes down?

Your Lightspeed Payments terminal will only switch to 4G automatically if the wifi signal to the terminal has also disconnected due to the router being down. If your router's wifi system is still stable but the internet connection itself to the router has dropped off, the Lightspeed Payments terminal will stay connected to the wifi network and not automatically switch over. In order to ensure your Lightspeed Payments terminal is able to process standalone transactions through 4G it is important to also switch your wifi network on the terminal off.


To do this on V400* and e285p* terminals: 
(*Note: the e285p uses the 3G network and will be phased out. V400 is still supported but no longer sold)

1. Go to the Admin menu(9 + enter key) and use the passcode 5773.
2. Select Network
3. Select Wi-Fi and toggle Wi-Fi off using the Wi-Fi toggle switch. 
   
   

To do this on the Smart Terminal & Smart Terminal with Printer (Formerly known as S1F2):

1. Select Settings > Network.
2. Enter your passcode.
3. Select Wi-Fi  and toggle Wi-Fi off using the Wi-Fi toggle switch. 

Reconnect the LS Payments terminal if the integration drops out

First step is to Check IP addresses

1. On the terminal, hit 5, and confirm to check IP address

2. From POS, hit the three bar menu. Select Lightspeed Payments and you will be taken to the Lightspeed Payments Pairing screen

If the IP addresses do not match up, resync your terminal and Lightspeed app. 

1. From POS, go to the three bar menu and select Lightspeed Payments

2. Hit Refresh terminal info on the pairing screen.

3. Go back to POS, and go to the three bar menu, hit Sync 

Using my terminal when I am not at my regular location or I am offsite

You can connect your terminal and your POS to a new wifi network (which can be a hotspot) as long as the devices are able to reach each other.

If you need to connect a terminal to a POS that cannot be on the same network, reach out to our support team for assistance.

Note when you use Hotspot, the IP address can change, and after that, it may take 15min to update . So re-pairing back to your regular setup may take time.

Refer to the 'Reconnect the LS Payments terminal if the integration drops out' above.

Doing a refund manually via the Lightspeed terminal

Short answer - this is not possible. 

Manual Refunds can be seen as Risky Behaviour known as Refund fraud which involves the use of a terminal to issue a refund with no corresponding spend. It is often committed by employees crediting refunds to their own account.

How to see my "net" fees against my surcharges?

Transaction and payout reports appear in the Financial Services section of Back Office after 24 hours.

We're currently working on real-time payments reporting within the Financial Services Merchant Portal. We expect this to be available for all merchants after May 2024.

The monthly fee statement document which can be used for BAS reporting will give you a full breakdown of your fees, but it doesn't necessarily provide you with a breakdown against your surcharges which can offset those fees.

These steps will help you keep an eye on this.

Firstly, go to the Financial Services Portal, and then go to 'Payments'
You can then set the filters to run across the date ranges you require.

Note: There are two filter buttons and they handle the "summary" report at the top and the detailed report at the bottom separately.

To just get a quick summary use the "upper" filter button to get a summary:





In this example, we charged $0.02 in surcharges, and had $0.09 in processing fees.
Arguably this would mean we had a "net fee" of -$0.07 so we should review our surcharging rate if we wanted.

If you require a more detailed report, you can use the filter in the bottom half of the screen to export more substantial details:



The downloaded CSV file can be opened in Excel or any other spreadsheet program. It will contain details on each transaction, including the fees and surcharges. 

Important Note:

The Insights Lightspeed Payments reports are being phased out.

Reports for Lightspeed Payments are now found within the Financial Services Merchant Portal which is shown above.

Starting in March 2024, merchants activating Lightspeed Payments may not see related data within Insights.

For existing merchants, these reports remain functional but will be deprecated after April 2024.

Locate the last transaction on the terminal

Smart Terminal & Smart Terminal with Printer

1. Tap Transactions
2. Select History
3. Enter the admin pin and press continue

V400 / P400 / E285 

1. Select 1 and then the Confirm key
2. Select Transactions

E280

1. Select small square bottom right
2. Select Admin.
3. Select Transactions

Performing a factory reset

You can do this by removing the configuration and which will take it back to an un-boarded state

This will trigger a restart and when it comes back online you will need to start again with the boarding guide as if it were a new terminal. 

Smart Terminal & Smart Terminal with Printer:

1. Tap Settings
2. Tap Configuration
3. Enter the admin PIN and press continue
4. Choose Reset device
   WARNING: All settings will be erased. The device will require a new setup and you will be unable to transact until that process is complete.
5. Choose Reset to confirm

v400 / P400 / E285

1. Select 1 and then the Confirm key.
2. Config > Remove Config

E280

1. Select small square bottom right
2. Select Admin.
3. Enter the Admin passcode and select the Confirm button.
4. Remove Config

My terminal disconnected with the POS during a sale

If you have a transaction that is open on the POS but was successful on the terminal all you need to do is open the order and check out again using Lightspeed Payments as the method.

The POS will reach sync with the status of the transaction on the terminal and resolve the open order issue.

Does Lightspeed Payments charge a fee for refunds?

Transaction fees are not charged on refunds. However, transaction fees are not refunded to you. 

Your customer will receive back the full amount that they paid, included surcharges. In the case of partial refunds, they will only receive a partial refund not including any surcharge.