To troubleshoot Lightspeed Payments, use the following common scenarios to help diagnose the issue:
To check connectivity go to settings, then select Wi-Fi settings. This will display all available Wi-Fi networks. To see more details about the connection, tap on the connected network name.
- Make sure the network is connected and has internet access.
- The signal strength is good.
- The device has an IP address assigned.
- The subnet matches the one that your application is connected to.
If you terminal does not update, itʼs possible that it cannot connect to Lightspeed Payments.
As terminal software updates are made available, update your terminal to the latest available version to continue using Lightspeed Payments. Failing to install a required update can prevent a terminal from accepting payments.
Leave your terminal on and connected to power to receive automatic software updates. This ensures that updates happen at midnight (in the timezone of the assigned location) to avoid interruption to sales.
If you unplug the terminal at night, an update could start when you turn it back on. To manually check for an update, reboot the reader.
Reader has IP address, but is unable to communicate with Lightspeed Payments
Lightspeed Payments endpoints cannot be accessed
Check your computerʼs firewall/denylist and allow Lightspeed Payments endpoints
The network source is not connected to the internet
In the case of bridged connections, ensure that the selected source is connected to the internet.
In the case of router connections, refer to your routerʼs documentation to restart the network.
Terminal has IP address and can communicate with Lightspeed Payments, but not with Retail POS
Make sure the device running Retail POS and your terminal are able to communicate by both being connected to the same Wi-Fi network.
Still having issues?
Contact Retail Support if issues persist. To do so, use the Help function within your Retail POS store.
For steps on taking payments using Lightspeed Payments, refer to our Taking payment with Lightspeed Payments for Retail POS (X-Series) guide.
If you're looking to set up Lightspeed Payments, refer to our Setting up Lightspeed Payments for Retail POS (X-Series) guide.