Troubleshooting Lightspeed Payments

Table of Contents

Checking for system-wide issues

Occasionally, an external incident may impact portions of Lightspeed Retail. Check the Retail POS (S-Series) status page and Lightspeed status page and for updates on the status of Lightspeed products, including Lightspeed Payments.

Rebooting your device

Simply rebooting your device may fix common issues. Turn the device off, wait several seconds, and then turn it back on.

Disconnecting and reconnecting your device

Disconnecting and reconnecting your device may reset any errors.

Disconnecting on Mac OS

  1. Click Apple menu > System Settings > Bluetooth.
  2. Click the information icon (i) next to the device.
  3. Click Forget This Device...
  4. Click Forget Device.

Disconnecting on iOS

  1. Navigate to Settings > Bluetooth.
  2. Tap the device's name.
  3. Tap Forget This Device.
  4. Tap Forget Device.

Disconnecting on Windows OS

  1. Navigate to Start > Settings > Devices.
  2. Select Bluetooth and other devices.
  3. Select the device.
  4. Select Remove device.
  5. Select Yes.

Your device will no longer be paired. You will need to re-pair and reconnect your device.

Updating DNS settings

Proper DNS settings are essential for the stable operation of Lightspeed terminals. They ensure reliable transactions and consistent access to features by improving communication with Lightspeed servers.

DNS settings for Mac OS

  1. Click Apple menu > System Preferences > Network.

    Network settings

  2. Select the connection you want to configure for Google Public DNS.
    • To change the settings for a Wi-Fi connection, select Wi-Fi > Advanced.
    • To change the settings for an Ethernet connection, select Built-In Ethernet > Advanced.
  3. Select the DNS tab.
  4. Click + to add the Google IPv4 addresses:
    • 8.8.8.8
    • 8.8.4.4
  5. Click OK > Apply.

    DNS settings

  6. Restart your computer and terminal to save your changes.

DNS settings for iOS

  1. On your iPad, navigate to iOS Settings.
  2. Tap Wi-Fi.
  3. Tap the information icon (i) on the network you are connected to.
  4. Tap Configure DNS.

    Configure DNS on iOS

  5. Select Manual. If there are any DNS server IP addresses listed already, remove them from this window.
  6. Click + to add the Google IPv4 addresses:
    • 8.8.8.8
    • 8.8.4.4

    Add DNS servers in iOS

  7. Click OK > Apply.
  8. Restart your terminal and iPad to save your changes.

DNS settings for Windows OS

DNS settings are specified in the TCP/IP Properties window for the selected network connection.

  1. Navigate to the Control Panel.
  2. Click Network and Internet > Network and Sharing Center > Change adapter settings.

    Network and sharing center adapter settings

  3. Select the connection you want to configure for Google Public DNS. For example:
    • To change the settings for an Ethernet connection, right-click the Ethernet interface and select Properties.
    • To change the settings for a wireless connection, right-click the Wi-Fi interface and select Properties.
  4. Select the Networking tab. Under This connection uses the following items, select Internet Protocol Version 4 (TCP/IPv4)/.

    Configure Internet protocol version 4

  5. Click Properties.
  6. Click Advanced and select the DNS tab. If there are any DNS server IP addresses listed there, remove them.
  7. Click OK.
  8. Select Use the following DNS server addresses. If there are any IP addresses listed in the Preferred DNS server or Alternate DNS server, write them down for future reference.
  9. Replace those addresses with the IP addresses of the Google IPv4 addresses:
    • 8.8.8.8
    • 8.8.4.4

    Replace IP addresses in Internet protocol version 4 properties

  10. Restart your computer and terminal to save your changes.

DNS settings for Smart Terminal (WisePOS E)

Correct DNS settings on your Smart Terminal (WisePOS E) are key to reliable payment processing, preventing delays and connectivity issues. Follow these steps for optimal setup.

  1. On your payment terminal, swipe right and tap Settings.
  2. Enter the admin PIN 07139.
  3. In the Admin options, tap Network, then tap the name of your network.
  4. Enter your network password.
  5. After entering your password, tap on your network again to access the advanced settings.
  6. In the advanced settings, scroll down to the DNS settings section and tap the Custom tab.
  7. Tap + Add server then tap Server 1.
  8. Type 8.8.4.4 into the Server 1 box.
  9. Tap + Add server then tap Server 2.
  10. Type 8.8.8.8 into the Server 2 box.
  11. Tap Save at the top right of screen.

Note: If you get a red “IPV6 addresses are not supported” error appearing under the Router box, replace the Router box entry with the IP Address of your network router, then Save again. If you don’t know your Router IP Address, please contact your ISP (Internet Service Provider).

Troubleshooting connectivity issues

Smart Terminal (WisePOS E) connectivity

  1. Access Wi-Fi Settings in the terminal.
    • Navigate to Settings and select Wi-Fi Settings to check your network's status.
  2. Ensure the terminal and register are on the same network.
    • The terminal may switch to a different network after a power outage. This can affect its ability to communicate with the register.
    • It’s recommended to have the terminal forget incorrect Wi-Fi networks. This prevents the terminal from automatically connecting to an incorrect network.
  3. Ensure the terminal's Wi-Fi signal is strong. If not, move closer to the router or remove any potential signal obstructions.
  4. Compare the IP addresses of the terminal and register.

    Note the terminal’s IP address on your Smart Terminal (WisePOS E) and compare it with the IP address of your connected iPad or computer. Matching the first three numbers indicates they are on the same network.

    Network ID and host ID example
  5. Check specific network IP addresses.
    • Mac OS: Use the Apple menu > System Preferences > Network to find the IP address.
    • Windows: Go to Start > Settings > Network & Internet and use Properties to find the IP.
    • iPad: Check the IP in iOS Settings > Wi-Fi by tapping the information button.
  6. Connect devices to the correct network if IP addresses differ.

Updating your Smart Terminal (WisePOS E)

As terminal software updates are made available, your payment terminal updates automatically. 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 initiate when you turn the terminal back on. To manually check for an update, reboot the reader.