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Lightspeed Payments FAQs

 

Whats in this guide

Locating your your serial number

Do a manual payment independent of Lightspeed integration

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

Reconnect the LS Payments terminal if the integration drops out

Using my terminal work 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


Before you begin

This is a general frequently asked question page. Typically this will cover technical aspects of the Terminals we offer:
- v400,  p400, (Both no longer sold)
- e280, e285 (Both phased out)
- and Smart Terminal with Printer (Formerly known as S1F2).

Screen_Shot_2021-11-16_at_12.12.53_pm.png


I have linked below a few other commonly referenced guides


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 

Do a manual payment independent of Lightspeed integration

You can initiate a manual payment by entering the value of the transaction on the terminal.

To take a payment from a standalone terminal:


e280 (phased out)

  1. Select small square bottom right
  2. Select Admin.
  3. Select payments
  4. Enter the PIN 5773
  5. Select normal payment
  6. Enter the amount
  7. Add/Skip the tip
  8. Tap your card

e285 (phased out), P400Plus, v400m (No longer sold)

  1. Press the green circle
  2. Enter the amount
  3. Add/Skip the tip
  4. Tap the card

Smart Terminal with Printer (Formerly known as S1F2)

  1. Press "Transactions"
  2. Press "New Transaction"
  3. Enter the PIN 5773
  4. Press "Payment"
  5. Enter the amount
  6. Press Continue and tap the card.


Note that these payments will not be recorded on your POS automatically, and sales paid for with this method should have a manual payment type set up to close the POS sale off with.


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

Our Payments Resolution team can help to provide the account you selected for your payouts. In order to get in touch with the team, please email payments.documents.hospitality@lightspeedhq.com


Change my bank account details

To change the bank account associated with your Lightspeed Payments account, contact

payments.documents.hospitality@lightspeedhq.com


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.

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 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

Lightspeed_Payments_Pairing_screen.png

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 work offsite

Not all terminals we supply have GPRS however if they can Pair/Hotspot it to a device it will work but they have to be in the same network (POS and terminal)

Note when you use Hotspot, the IP address can change, and after that, it may take 15min to update . So re-pairing back to onsite 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 - no. This function in not available.

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:

Screenshot 2024-04-17 at 10.30.05 am.png

Screenshot 2024-04-17 at 11.19.18 am.png

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:

Screenshot 2024-04-17 at 11.21.00 am.png

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

E280

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

E285

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

v400

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

p400

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

E280

  1. Select small square bottom right
  2. Select Admin.
  3. Enter the Admin passcode 0856 and select the Confirm button.
  4. Remove Config

E285

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

v400

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

p400

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


 

 

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