Understanding the Account Owner admin user in Retail POS (X-Series)

  Overview

  • As the owner of your shop or business, it is important to ensure that you are the Account Owner of your Retail POS Account. This is because our primary point of contact with you will be the person nominated as the Account Owner. The Account Owner will be considered as authorised by you to make changes, give instructions and receive notices on your behalf.

  • Lightspeed may only act on instructions from an authorised person (e.g., the Account Owner). For security reasons, Lightspeed will never act on unauthorised instructions.

  • The Account Owner can update your store's billing information and payment details, or transfer your Retail POS account to someone else.


Background

The Retail POS Terms of Use describe the role of the Customer and the Account Owner. It is important to remember that the Customer and the Account Owner are not always the same person — often the Customer is the name of your shop or business, whereas the Account Owner will always be a person. For security reasons, where the Customer is the name of your shop or business rather than you, Lightspeed will only take instructions from the Account Owner.


Who is the Account Owner

Every Retail POS account has one Account Owner. Retail POS is set up so that the person appointed as the Account Owner has authority to give instructions to us in relation to the Retail POS Account and also has full account administration rights. The Account Owner may then grant limited administrative rights to other users of the Retail POS account.

If you're a Account Owner, here are some examples of things you can manage on your Retail POSAccount:

  • Update billing contact details;
  • Edit or transfer the Account Owner role to another person;
  • Change subscription payment details;
  • Change Retail POS plans;
  • Transfer the Retail POS account to someone else;
  • Cancel the Retail POS account;
  • Cancel the trial Retail POS account;
  • Cancel the Retail POS account; and
  • Export data.

How to transfer the Account Owner role to another user

It is super important that you, as the owner of your shop or business, are the Account Owner at all times. If someone else has helped you set up your Retail POS account, make sure that they transfer the role of Account Owner to you as soon as possible after set up.

To transfer the role of Account Owner to another user, follow the steps below:

  1. Ask the current Account Owner to appoint you as Account Owner within your Retail POS account.

  2. Alternatively, if you have access to the recorded Account Owner email address, send an email to support@vendhq.com requesting that the Account Owner be transferred to you or follow the Retail POS password reset process. If you don’t have access to the email address but your business owns the domain for the email address, see if your administrator can reinstate the email address.

  3. If the Account Owner doesn't agree to appoint you as the new Account Owner, you may need to use a dispute resolution mechanism (such as mediation or arbitration) or seek assistance from your lawyer or the courts.


How to transfer your Retail POS Account to another user

If you are the Account Owner

If you are the Account Owner of your Retail POS account, you can transfer your Retail POS account to someone else by following the steps listed in this help article. You’ll need to do this if you're selling up or if someone else is taking over your shop or business for any reason.

If you are not the Account Owner

If you are are not the Account Owner, but would like the Retail POS account to be transferred to you, follow the steps below:

  1. Ask the current Account Owner to initiate a transfer from within the Retail POS account or request that they email us (from their recorded Account Owner email address) giving instructions to transfer the Retail POS account to you.

  2. Alternatively, if you have access to the recorded Account Owner email address, send an email to support@vendhq.com requesting that the Account Owner be transferred to you. If you don’t have access to the email address but your business owns the domain for the email address, see if your administrator can reinstate the email address or follow the Retail POS password reset process.

  3. If the Account Owner doesn't agree to appoint you as the new Account Owner, you may need to use a third party dispute resolution mechanism (such as mediation or arbitration) or seek assistance from your lawyer or the courts.


The Account Owner has passed away

In the case where a Account Owner has passed away, and you or someone else wants access to the Retail POS account, get in touch with our Retail Support team and they can address any concerns, or questions you may have. It is always best to deal with sensitive topics such as these offline.


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