Setup FAQ

New to Lightspeed Retail and feeling overwhelmed? Don’t be. This guide breaks down some of the most frequently asked questions about setting up your account, inventory, and hardware.

Table of Contents

Account Setup

This section addresses questions you may have while setting up your account, BackOffice, and register.

Is there a user guide or manual to help me get started?

Yes. Visit our Getting Started page for links to support articles about adding inventory items, customizing receipts, and other topics necessary to get your Lightspeed Retail account ready to run transactions.

What is the best way to set up an additional Lightspeed Retail account for a new business location?

Congratulations on expanding your business! Check out these articles for help setting up and managing multiple Lightspeed Retail locations:

  • Multi-Store: New Store Setup – Learn how to add a new linked location to an existing account and copy inventory and customers from that location to the new one.
  • Multi-Store Management – With your new location set up, learn how to switch between the BackOffice of each location, access multi-location reporting, add and delete items in all linked locations, copy one item shortcuts layout to all locations, and manage locations in Lightspeed Pocket.

    • If I sell my business, can the new owner take over my account?

    To protect the safety and security of your business data, Lightspeed Retail (S-Series) accounts are not transferable.

    However, Lightspeed has an impressive suite of other commerce solutions that are available to the new owner. We encourage them to visit LightspeedHQ.com to explore our product lines and sign up for a new account.

    Where can I download the Retail POS (S-Series) app?

    The Retail POS (S-Series) app is available for download from the Apple App Store and Google Play Store. Visit the Introduction to the iPad or Introduction to Android articles if you need help downloading the Retail POS (S-Series) app.

    How do I activate my register?

    After downloading the Retail POS (S-Series) app, open the app and tap ‘Activate Your Register’. For step-by-step activation help, visit the Activate & Sign In article.

    Why is my register asking to send notifications?

    Notifications alert you with updates on matters affecting your Lightspeed Retail account, such as when there is a service disruption. To send notifications, the Retail POS (S-Series) app must be given permission via a screen that appears during register activation or on the sign in screen after a register shift is closed.

    This feature is only available on the Retail POS (S-Series) app for iOS. If the prompt to enable notifications does not appear, stay tuned as we roll out this new feature to everyone.

    Can I disable register notifications?

    Yes. After being enabled, notifications can be disabled at any time from the Settings app on the iPad.

    How can I add more registers?

    Add register licenses in BackOffice to be able to activate additional registers.

    Are there any iPad settings I should configure before using the register?

    Yes. For Lightspeed Retail to run effectively, you should enable a few things in your iPad’s Settings app. Visit the Best Practices for Lightspeed Retail Apps article to learn about these settings and how to enable them.

    How can I add employees?

    Add employees from the Staff List in BackOffice.

    How can I manage what employees can access?

    Visit the Staff List to manage employee access to the register and BackOffice.

    Can I customize my receipt?

    Yes. Enter the business information to appear on all receipts, then add a logo, social media links, and other customizations to paper and email receipts. Learn about receipt setup here.

    Can I add my business logo to receipts?

    Yes. Upload a logo to be used as-is for email receipts, then enable print settings on paper receipts to show a grayscale version if desired. Read our Receipt Setup article for more information.

    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:

  • Use a high-quality logo image as close to the 50kB file size limit as possible.
  • Upload the logo in .PNG format first. If print quality is not as expected, re-upload it in .JPG or .GIF format.
  • Make sure there is high contrast between adjacent layers as similar colors will blend and definition may be lost, especially with text. View examples of low and high contrast logos here.
  • Avoid gradients as they do not transfer well to printed logos.
  • Dark backgrounds will print as black, and light backgrounds will print as a shade of gray. For plain white, make the background transparent and save the logo as a .PNG file.
  • To test how a logo looks printed, add an item to a sale at the register, then tap the printer icon.

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

    Can I set up a customer list?

    Sure. You can add customers to the Customer List at the register, from BackOffice, or you can import customers from a spreadsheet.

    If you run into any problems managing customers in BackOffice, visit our troubleshooting guide for help.

    How can I set up my account to accept credit cards?

    Visit the Credit Card Processing article to learn how to set up credit card processing.

    Can I change how customers sign for credit card sales?

    Yes, just change the Tips and Signature settings. You can have customers sign on the register’s screen or on a paper receipt.

    How can I set up my register to accept tips?

    Enable gratuity settings so customers can leave tips on credit card sales.

    How can I set up my account to accept gift cards?

    If Integrated Gift Cards are not part of your current pricing package, follow the steps here to upgrade to a package that includes gift card processing.

    If Integrated Gift Cards are part of your current pricing package, follow the steps here to fill out the gift card setup form.

    Can I add more tenders (gift cards, deposits, checks, etc.) to use at the register?

    Yes. Enable additional tenders from the Tender Settings section of BackOffice.

    Can I set up a floor plan of my business?

    Yes. The Table Layout feature allows you to add the tables in your restaurant or bar to the register, view open and seated tables, and start new orders by tapping a table.

    Visit our Table Layout article to learn how to enable, set up, and use this feature.

    Are there any integrations or add-ons I can set up?

    There are a few different integrations that add powerful features to help you manage your business:

  • QuickBooks – Sync your sales and returns to QuickBooks Online.
  • Mailchimp – Send mass emails to customers on your Customer List.
  • Lightspeed eCom (E) – Sell your products online and sync inventory with BackOffice.

    • Inventory Setup

    Inventory is made up of items and items are what you sell. This section answers some of the most common questions about setting up basic items and items with variants.

    How do I add inventory items?

    Go to the Items List to add basic items and items with variants. For large inventory lists, try importing items from a spreadsheet.

    Can I add inventory items to all of my locations at once?

    Yes. If you have multiple linked locations and are logged into BackOffice as the Business Owner, you will see the option to create new items in all linked locations when adding items from the Item List or using Bulk Management.

    Can I transfer inventory from one Lightspeed Retail location to another?

    While inventory items cannot be transferred between locations, they can be copied to a new linked location either automatically during its creation or manually after it is created. Read our article on new store setup for more information.

    What is the difference between basic items and items with variants?

    Basic items are for standalone items like Bottled Water or Blueberry Jam. Items with variants are for items sold in multiple variations, such as a single t-shirt with different sizes, colors, and materials.

    Should I use basic items or items with variants?

    Visit our Variants vs. Modifiers article to compare the benefits of using items with variants against using basic items with modifiers to decide which is best for your business.

    What are modifiers?

    Modifiers are item options commonly used in restaurants and bars for order customization. With modifiers, customers can choose the type of cheese for a burger, add-on some extra bacon, and hold ingredients.

    Can I create open priced items?

    Yes, visit the Open Priced Items article to learn how to set up this type of item.

    How can I add buttons for my inventory items to the register?

    Add buttons, known as item shortcuts, to the register from the item shortcuts setup page. Visit our Item Shortcuts article to learn how to set up and customize shortcuts.

    Can I create more than one shortcut for an item on the register?

    No, there can only be one shortcut per item.

    Can the same shortcut appear on more than one page of the item shortcuts layout?

    No, each shortcut can only appear on one page at a time.

    Can I move or remove item shortcuts?

    Yes. Simply click and drag shortcuts to move them around the item shortcuts panel. Drag a shortcut back up to the item list to remove it completely.

    Can I make item shortcuts larger or smaller?

    Yes. Shortcuts can be resized from the shortcuts layout setup page in BackOffice or at the register. Shortcuts can be resized to fit any number of empty spaces on the panel, from 1 to all 30. Visit our Item Shortcuts article for more information.

    Can I copy my item shortcuts layout from one Lightspeed Retail location to another?

    Yes. Item shortcuts from an existing location can be automatically copied to a new linked location during its creation or applied to all existing linked locations at any time. Read our articles on new store setup and item shortcuts for more information.

    Does editing the item shortcuts layout in one location affect the layout in other locations?

    No. Changes made to item shortcuts in one location do not automatically sync to other locations.

    However, the item shortcuts layout can be copied to all linked locations to overwrite the layouts in those locations. Visit our Item Shortcuts article to learn how to copy shortcuts to linked locations.

    Can I create a shortcut that applies a discount?

    No, shortcuts cannot have discounts assigned to them. Visit our Discounts support article to learn how to apply a discount to a sale.

    How do I print barcode labels for my items?

    Visit the BackOffice Item List from a computer to print labels to a connected DYMO LabelWriter 450 printer, either individually or in bulk. Visit our Lightspeed Label Printing article for step-by-step help printing labels.

    What are raw goods?

    Raw goods are sub-items that represent components of inventory items sold in your store. For example, if you sell a “large coffee” item, setting up the raw good “large coffee cup” can help track how much packaging is used when that item is sold. Raw goods work best for paper goods and non-consumable components.

    How can I get help with an inventory question not listed here?

    Visit our full Inventory FAQ for answers to additional questions about setting up and managing inventory.

    Hardware Setup

    A register is not complete without extras like a cash drawer, printer, and credit card reader. Here we cover frequently asked questions about buying and setting up hardware.

    What hardware is compatible with Lightspeed Retail?

    Visit the Lightspeed Store or Lightspeed Support to see the hardware we support.

    How can I purchase hardware?

    Purchase hardware directly from the Lightspeed Store and contact us if you have questions.

    What hardware should I purchase?

    Each unique business has different hardware needs. Check out one of the following articles to get an idea of the hardware we recommend for your business type:

    How do I set up my credit card reader?

    Visit our Hardware support page to find the setup article for your specific reader.

    How do I set up my receipt or ticket printer?

    Setup steps vary depending on which model printer you have. Visit our Hardware support page and find your printer for detailed setup help.

    Can I set up my cash drawer without a receipt printer?

    The cash drawer must be connected to a receipt printer for it to open automatically during cash transactions. You can use a cash drawer without a receipt printer, but you would need to open it manually with a key.

    How do I set up my label printer?

    Follow the DYMO LabelWriter Setup guide to learn how to set up your DYMO label printer.

    Can I use a barcode scanner?

    Yes, we support a few models of Bluetooth and USB barcode scanners. For help setting up a supported barcode scanner, visit our Hardware support page to find the setup guide for your specific scanner.

    Can someone help me set up my hardware?

    Yes. Before reaching out for assistance, we recommend reviewing any relevant hardware setup guides. Follow the instructions in our Points of Contact article to contact our Customer Care team for help with hardware setup.

    How do I take care of my hardware after I set it up?

    After setting up your hardware, visit one of our best practices guides for tips on prolonging its life:

    How can I get help with a hardware question not listed here?

    Visit our Hardware FAQ for answers to additional questions about setting up and using Lightspeed Retail hardware.