BackOffice FAQ

Login & Access

This section answers questions about logging into and accessing BackOffice. Having trouble logging in or need to change your password? It’s all covered here.

What devices and web browsers can I access BackOffice from?

For a list of devices and web browsers supported by BackOffice, visit our Best Practices for BackOffice article.

I can’t log into BackOffice. How can I get help?

Visit our Login, Access, & Billing Troubleshooting guide for help solving common login-related issues.

How do I change the Business Owner password?

Click the ‘Need help logging in?’ link on the BackOffice login page and follow the instructions to request a password reset link. For a full password reset walkthrough, visit our BackOffice Settings & Password article.

How do I create additional logins for BackOffice?

Visit the Manage Staff article to learn how to add a new employee and give them a BackOffice login.

How do I change an employee’s BackOffice password?

BackOffice passwords for employees can be reset by the Business Owner via the Staff List. Visit the Manage Staff article to learn how to edit an employee’s login details.

What should I do if I forget my BackOffice password?

Just reset your password to create a new one. Business Owners can reset their passwords via the BackOffice login page, but employees must have their password reset by the Business Owner via the Staff List.

Can I restrict employee access to specific areas of BackOffice?

Yes, you can either limit employees to specific BackOffice pages or give them broader access as needed. Learn how to manage BackOffice permissions for employees here.

Settings

This section answers common questions about the Settings section of BackOffice. Learn about deactivating registers, adding and removing licenses, updating billing details, and other BackOffice settings.

Can I open or close a register shift in BackOffice?

No, a register shift can only be opened or closed from the Retail POS (S-Series) app. If you need help opening or closing a shift, visit our Opening & Closing Register Shifts article.

My business stays open until after midnight. How do I view sales past 12 am?

Visit our Custom Business Day article to learn how to set the start of your business day so that BackOffice sales reporting correctly reflects your operating hours.

How do I deactivate a register?

Depending on the method used, register deactivation requires steps to be performed both on the register and in BackOffice or only on the register. Visit the Add & Remove Register Licenses article to learn how to deactivate a register.

How do I add or remove register licenses?

Register licenses can be added and removed from the ‘Register Licenses’ section of BackOffice by clicking ‘Change Account Settings’. Register licenses can also be removed while deactivating a register in BackOffice. Visit our Add & Remove Register Licenses article to learn how to add, deactivate, or remove licenses from your account.

Can I activate more than one register on a single register license?

No, each register requires a separate license.

How do I update the credit card Lightspeed Retail has on file for my account?

Billing details can be updated from the ‘Manage Account’ section. Visit our Manage Account article to learn how to add or update payment information.

Can I change the name of the Business Owner?

Sure, the Business Owner name and contact details can be updated from the ‘Manage Account’ section. Visit the Manage Account article to learn how to update Business Owner information.

Do I need to set the date, time, or time zone in BackOffice?

While you do not need to set the date or time in BackOffice, you may need to adjust the BackOffice time zone setting or the settings on your register so transactions appear on reporting with the correct date and time. Read our troubleshooting guide for more information.

Can I change the date, time, or time zone for BackOffice reports?

The date and time reflected on BackOffice reports cannot be altered. If transactions are posting to BackOffice with the incorrect date or time, visit our troubleshooting guide for help adjusting the date and time settings on your register and the BackOffice time zone setting.

Can I customize what appears on receipts?

Yes. Visit the Receipt Setup support article to learn how to customize receipts.

Can I add my business logo to receipts?

Yes. First upload a logo to be used for email receipts, then enable print settings on paper receipts if desired. Read our Receipt Setup article for more information.

How do I optimize my business logo for printed receipts?

Due to limitations of thermal receipt printers, logos are automatically converted to grayscale to be able to print on paper receipts. Since not all logos are designed with this process in mind, print quality of individual logos will vary. We recommend following these tips to help your logo look its best when printed out:

Learn more about uploading a business logo and printing it on paper receipts here.

Can I change the tender options available on the register?

Yes. Visit the Tender Settings article to learn how to select active tenders, use tenders at the register, and view reporting on tenders.

Can customers leave tips?

Yes, customers can leave gratuity for credit card transactions. Visit the Tips & Gratuity article to learn about different options for accepting tips.

Can I add suggested tip options to paper receipts?

Yes. Visit our Tips and Gratuity article to learn how to enable tip suggestions on paper receipts.

Can I change suggested tip values?

Yes. Visit the Tips and Gratuity article to learn how to customize the suggested tips that appear on the register’s screen or on paper receipts.

Where is the setting that allows customers to sign and tip on the same screen?

The Combine tip options and signature on the same screen setting is located in Receipts and Tips Settings. This setting is visible when an account is set to Tip and signature on screen and when EMV payments are disabled.

Can I adjust incorrect opening and closing amounts in BackOffice?

No, it is not possible to adjust a register shift’s opening or closing amount after you have opened or closed it.

Where can I create a custom discount?

Custom discounts can be created from the ‘Discounts’ page (located under ‘Settings’). Visit our Discounts article to learn how to create, manage, and apply discounts.

Where can I set up multiple tax rates?

Tax rates can be set up from the ‘Taxes’ page (located under ‘Settings’). Visit the Tax Settings article to learn how to enter your default rate, set up additional rates, create tax groups, and assign taxes to items.

Can I add more than one tax rate to an item?

Yes. Tax groups allow you to group together and apply multiple tax rates to inventory items. Learn more about tax groups here.

How do multiple locations work in BackOffice?

Each Lightspeed Retail account is designed for a single physical location. Link existing locations or create new linked locations to make it easier to switch between each store’s BackOffice, access multi-location reporting, add and delete items in all linked locations, and copy one item shortcuts layout to all locations. Visit our Multi-Store Management article to learn how to set up and manage multiple locations from BackOffice.

How do I turn Sales Summary emails on or off?

Sales Summary emails can be enabled or disabled by the Business Owner from Email Settings in BackOffice. Learn how to manage this feature here.

Can Sales Summary emails be sent to a different email address?

No. The Sales Summary is always sent to the Business Owner email address entered when your account was originally created.

Can I cancel my account in BackOffice?

No, please contact us directly to cancel your account. Be sure to include your phone number so a member of our team can reach out to you within 1 business day.

Marketing and Customers

To keep customers engaged, it’s important to know how to market your business. The questions in this section focus on customer management and marketing features in BackOffice.

How do I add new customers to my Customer List?

Add new customers to your Customer List either at the register or in BackOffice. Visit our Manage Customers article to learn how to add and edit customers and track their purchase history.

Can I transfer my Customer List from one Lightspeed Retail location to another?

Customers cannot be automatically transferred between locations, but they can be copied over manually. Visit our New Store Setup article to learn how to copy the customers from one location to another.

Where can I view a snapshot of recently added customers?

The total number of recently added customers can be seen on the Marketing Dashboard.

How do I delete customers from the Customer List?

You can remove customers one at a time from the Customer List or in bulk with Bulk Customer Management. Be aware that deleted customers still appear on the Sales by Customer report, but you cannot filter by their names or view their purchase history. Visit our Manage Customers article to learn how to delete customers.

How can I get help managing my Customer List?

Visit our Manage Customers article to learn the ins and outs of customer management. If you run into problems, visit the Customer Management Troubleshooting guide for help solving common issues.

Can I view customer purchase histories?

Sure, you can view any customer’s purchase history from the Customer List or by visiting the Sales by Customer Report.

Can I merge two or more customers’ purchase histories?

No, you cannot merge together multiple customers’ purchase histories.

Can I add or tag a customer to a sale after the sale is complete?

No. You must tag a customer to a sale while the transaction is in progress at the register.

How can I send customers to my social media pages?

You can add social media links to the email receipts you send to customers. After emailing some receipts, visit the Marketing Dashboard to see how often customers click your links.

Is it possible to print a customer’s receipt from BackOffice?

Yes, customer receipts can be downloaded from the Transaction Report, then emailed to a customer or printed to a computer printer.

Can I create or send customer invoices for billing?

Yes, invoices can be created in BackOffice and emailed to customers or printed. Visit our Invoices article to learn how to create invoices.

Invoices

This section answers common questions about creating and managing invoices.

How do I create an invoice?

Visit our Invoices article for help creating a new invoice in BackOffice.

How do I process a customer’s invoice payment?

If the customer pays online, they must visit the online link sent to them via email and enter their credit card details in the payment form. After the customer pays for the invoice, it will appear in most BackOffice sales reporting if invoice reporting is enabled.

If the customer pays by cash, check, or another accepted payment method, the invoice will need to manually be marked paid in BackOffice. Visit our Invoices article for step-by-step instructions on how to do this.

Can I change the due date of an invoice?

The due date on an open or draft invoice can be changed to any date in the past or future. If the invoice has been manually marked as paid or paid online, the due date cannot be changed.

How do I track invoices?

View each invoice’s status in BackOffice to see which invoices are drafts, awaiting payment, past due, canceled, and paid. Learn more in our Invoices article.

Can I create a new item from the Invoices screen?

Yes. To create a new item while working on an invoice, add an item to the invoice, enter the item name, and click ‘Create’. For help creating invoices, visit our Invoices article.

Can I create a new customer from the Invoices screen?

Yes. To add a new customer while creating an invoice, enter the customer’s email address in the ‘Bill To’ field and click ‘Add new customer’. For help creating invoices, visit our Invoices article.

Can I assign multiple customers to an invoice?

No, only one customer can be assigned to each invoice.

Can I see when an invoice was created?

Yes, this information is on the Invoices screen. Visit our Invoices article to learn how to access it.

Can I see when an invoice was saved, printed, sent, edited, or canceled?

No, these details are not available.

Can I see when a customer viewed an email invoice?

No, this information is not available.

Can I edit an invoice after printing or sending it?

Yes. Visit our Invoices article to learn how to make changes to an open invoice.

Can I cancel an invoice after printing or sending it?

Yes. Visit our Invoices article to learn how to cancel an open invoice.

Can I reprint or resend invoices?

Yes. Visit our Invoices article to learn how to reprint and resend invoices.

Can I resend an invoice cancellation email?

Yes. Visit our Invoices article to learn how to resend an invoice cancellation email.

Does ‘Amount Due’ update after an invoice is paid?

No. ‘Amount Due’ always reflects the original invoice amount.

What kind of invoice reporting is available?

The Invoices screen displays all individual invoices and their statuses. Open and past due invoices are also available on the Transactions Report and Dashboard, while paid invoices appear in most BackOffice sales reporting after enabling invoice reporting. Visit our Invoices article for more information on invoice reporting.

Do invoices sync to QuickBooks?

Yes. If QuickBooks integration and invoice reporting are enabled, invoices will sync to QuickBooks after they are marked paid in BackOffice.

How can I get help with an invoice-related problem or a question not listed here?

Visit our Invoices Troubleshooting guide for help solving issues related to invoices. For more frequently asked questions, visit our Invoices article.

Staff

This section answers questions related to managing staff in BackOffice. Here we’ll cover adding and deleting staff, granting BackOffice access, understanding register codes, and time clock punches.

How can I get help setting up and managing my staff?

Visit our Manage Staff article for an overview of BackOffice staff management. If you run into issues, check out the Staff/Employee Troubleshooting guide for help with some common problems.

How do I give an employee BackOffice access?

You can grant BackOffice access to an employee by assigning them a login and password through the Staff List. Visit our Manage Staff article to learn how to add a new employee or edit an existing one.

What are register codes?

These are the 4 digit login codes that give an employee access to the Retail POS (S-Series) app as a cashier or manager. Visit the Manage Staff article to learn how to add or edit employee register codes.

Can I give someone access to BackOffice or the register without adding them to the Staff List?

No. To grant someone BackOffice or register access, you must add them to the Staff List as an employee.

How can I turn a cashier into a register manager?

To make a cashier a register manager, just edit that employee and select the ‘Manager’ role option. Visit our Manage Staff article to learn how to edit employees in BackOffice.

How can I adjust an employee’s time clock punch?

Employees with BackOffice access can adjust time clock punches by following the steps in the Time Clock support article.

How do I delete an employee?

Employees can be deactivated from your Staff List by following the steps in our Manage Staff article.

What happens when I deactivate an employee?

Once an employee is deactivated from the Staff List, they are no longer able to access the register or BackOffice. A deactivated employee’s clock punches remain available in Time Clock reporting.

Deactivated employees are automatically signed out of Lightspeed Pocket the next time they launch the app. To revoke access to Lightspeed Pay, a deactivated employee must manually delete the app.

Miscellaneous BackOffice

This section focuses on miscellaneous BackOffice questions not covered in the sections above.

How can I get help with a question about BackOffice setup?

Visit our Setup FAQ for answers to commonly asked questions about account, inventory, and hardware setup.

How can I get help with a question about BackOffice inventory management?

Visit our Inventory FAQ for answers to commonly asked questions about managing inventory, receiving and adjusting inventory, and inventory reporting.

How can I get help with a question about BackOffice reporting?

Visit our Reporting FAQ for answers to commonly asked questions about the different types of reporting available in BackOffice.