We’ve responded to your frequently asked questions so you can quickly find the answers you’re looking for.

Back Office login

• If you're logging in to the Back Office for the first time, you’ll receive an email from no.reply@lightspeedhq.com asking you to set a password. After setting a password, open Back Office in any web browser and log in using your Lightspeed credentials.

• Visit the Back Office using the primary email address associated with your account and click Forgot password?. You’ll receive an email from do_not_reply@lightspeedhq.com asking you to reset your password. Once you’ve created a new password, open Back Office again and log in using your Lightspeed credentials.

Account setup

• Contact your Launch Coordinator by replying to the email they sent at the start of your onboarding. You can also contact the general Customer Success team to book an onboarding session with one of our product specialists at the email address or phone number listed for your region. Sessions take place Monday through Friday during business hours, and can be scheduled up to four days in advance. All you will need is a computer with an internet connection and your iPad, which we will use to guide you in setting up the screen sharing connection.

• If setting up your Lightspeed account is taking longer than expected, or your setup account has expired, log in to the Back Office with your Lightspeed credentials and select the banner mentioning that your account expired. From there, you can choose to extend your setup period. However, please note that the extension can only be done once.

• Once you’ve finished setting up your account, log in to the Back Office with your Lightspeed credentials and launch by clicking Go Live | Activate Subscription to transition your account from setup mode to production mode.

User management

• To create a new Back Office user, log in to Back Office using your Lightspeed credentials and navigate to Configuration > Users > Backoffice users. Click Add a new user and fill in the user’s email address and name. Then, select user permissions for the employee. Click Add user to finish creating the new user.

• To create a new POS user, log in to Back Office using your Lightspeed credentials and navigate to Configuration > Users > POS users. Click Add a new user and fill in the user details, including username, first and last name. Then, select the appropriate user group depending on which permissions you’d like them to be able to access. Click Add user to finish creating the new POS user.

Item and menu creation

• To create an item, log in to Back Office using your Lightspeed credentials and navigate to Menu management > Items. Click Quick create item and then enter the Item name and Accounting group. Click Create to finish creating the item.

• To create a combo, log in to Back Office using your Lightspeed credentials and navigate to Menu management > Items. Click Create and select Combo from the drop-down menu. Fill in your item information and click Save.

Hardware purchases

• Contact your sales representative at the email address or phone number they provided. For any other hardware related questions, contact us via chat, email, or phone.

POS device

• To connect your iPad to your Lightspeed account, you’ll need to go to the App Store and download Lightspeed Restaurant POS (K) app. Then, activate the app using a connection code generated in your Back Office.

• To apply Back Office changes to your POS device, you’ll need to reload the device configuration from either the Back Office or your POS device.

  • To reload from Back Office, make sure that the POS (K) app is running on the POS device. Then, log in to Back Office using your Lightspeed credentials and navigate to Configuration > Devices > Devices. Under the Status column, click the reload icon and wait for the green OK tag to appear.
  • To reload from the Restaurant POS app, clock in and tap the three dots in the bottom right corner of the Ordering screen. Then, tap the reload icon and a pop-up will appear asking if you want to sync the latest Back Office configuration to your device. Tap Yes to apply Back Office changes.

Billing and reporting

• For any billing-related questions, please contact our billing department by email.

• There are a variety of reports available, such as sales reports, fiscal reports, and staff reports. To view your reports, log in to Back Office using your Lightspeed credentials and navigate to Reports > Reports.

Privacy law compliance

• Privacy laws give citizens more control over their personal data by regulating how businesses use, store, and transfer this data. Personal data is any information related to a person (or "data subject") that can directly or indirectly identify them, including names, addresses, emails, and phone numbers. Lightspeed’s privacy policy and data processing agreement explains what we do with the personal data we receive or collect.

• PCI compliance involves following the Payment Card Industry Data Security Standards (PCI DSS) set by the PCI Security Standards Council. It ensures businesses securely handle cardholder data during transactions, reducing the risk of breaches and fraud. Adherence to PCI compliance involves safeguards, assessments, and reporting, assuring customers of data security and maintaining trust.

• A Data Processing Agreement (DPA) holds you and Lightspeed to the privacy protocols outlined in Lightspeed’s privacy policy and your contract. By default, all merchants enter into a DPA when signing their contract with Lightspeed.

• If you'd like to make a data privacy request, please complete the online form linked in our Privacy Policy.