Re-enter your store name, username/email, and password, then click 'Log in'.
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If the problem persists, follow the troubleshooting steps below.
I entered my login credentials correctly but still get an error.
Repeated login issues can often be solved by clearing a web browser’s cache and cookies or using a different browser. Follow the steps below to complete these actions.
Be aware that clearing cache and cookies can remove saved passwords, autofill data, and other information. If your browser is not listed below, search Google to find steps for your specific version.
"We couldn't find any accounts associated with that login email."
This error message may be sent to your email when trying to reset your BackOffice password. To resolve the situation, follow the specific steps below that reflect the type of password you are resetting.
If you are resetting the Business Owner password:
Make sure you entered the correct Business Owner email address.
This is the email originally used to set up the store.
Try resetting the password again.
If you are resetting a BackOffice Manager, Receive Inventory User, or Custom User password:
Ask the Business Owner to reset your password via the Staff List.
Access Issues
This section focuses on issues you may encounter while trying to access certain BackOffice features.
Some BackOffice settings and features are missing or inaccessible.
Some settings and features are only accessible to the Business Owner. If settings or features are missing or inaccessible, it means you are signed in as a BackOffice Manager, Receive Inventory User, or employee without the relevant permissions and not as the Business Owner. Follow the steps below to sign out of BackOffice and log in as the Business Owner.
Click the arrow in the upper right and select 'Logout'.
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Enter the Business Owner email address and password.
The Business Owner email address is the email originally used to set up the account.
(Optional) Edit BackOffice permissions for employees from the Staff List to change which areas of BackOffice they can access.
To learn more about employee privileges in BackOffice, visit our Manage Staff article.
I do not see the "Manage Account" menu option.
Because of the sensitive information contained in this section, “Manage Account” is only visible to the Business Owner or employees with the ‘Manage Account’ permission. To view this section, follow these steps to log in to BackOffice as the Business Owner, or learn here how to grant ‘Manage Account’ permissions to an employee.
I'm logged in as the Business Owner but still cannot view all settings.
If you signed in as the Business Owner but cannot access certain features, your email may be assigned as the login for a different type of BackOffice user. This creates a conflict that overrides Business Owner permissions.
"Sorry, the feature you are looking for is not available..."
This screen appears when you try to access a BackOffice feature that is not part of your account’s current pricing package.
Follow the on-screen instructions to contact us about upgrading your subscription.
Billing Issues
This section focuses on issues related to account billing.
My Lightspeed Retail account payment was declined.
If a payment for your Lightspeed Retail account is declined, we will notify the Business Owner by email to sign into BackOffice and resolve the issue. Retry the payment to charge the existing credit card on file again and, if unsuccessful, update the card on file for the account. If payment is not successfully processed within 30 days, the account will become past due and access to BackOffice will be restricted until the billing issue is resolved.
Accounts with an in-app subscription must troubleshoot billing issues from their Apple or Google account. For more information on doing this, visit our In-App Subscriptions article.
Sign into BackOffice as the Business Owner or an employee with the ‘Manage Account’ permission.
On the ‘Your Card Was Declined’ screen, click ‘Pay’ next to each declined payment to try charging the credit card on file again.
This screen automatically appears when signing into BackOffice after a payment is declined. If the payment is past due, a different screen will appear.
If the charge is declined again, click ‘Update Card’ and follow the prompts to update the credit card on file, or contact the issuing bank for the existing card on file.
If necessary, retry the payment again.
My Lightspeed Retail Account is Past Due.
Lightspeed Retail accounts become past due 30 days after a failed payment or immediately after the first billing attempt is unsuccessful. Registers will continue to work, but BackOffice access will be restricted until the billing issue is resolved. We will notify the Business Owner by email to sign into BackOffice and update the credit card on file.
Accounts with an in-app subscription must troubleshoot billing issues from their Apple or Google account. For more information on doing this, visit our In-App Subscriptions article.
Sign into BackOffice as the Business Owner or an employee with the ‘Manage Account’ permission.
On the ‘Your account is past due’ screen, click ‘Pay’ next to each declined payment to try charging the credit card on file again.
This screen automatically appears when signing into BackOffice after a payment becomes past due. If a payment was declined but is not yet past due, a different screen will appear.
If the charge is declined again, click ‘Update Card’ and follow the prompts to update the credit card on file, or contact the issuing bank for the existing card on file.
If necessary, retry the payment again.
I signed a 1-year contract but now want to cancel my account.
Contract plans are non-refundable and cannot be canceled. Contact Customer Care if you would like to obtain a copy of your contract with the terms of your plan.
“Number does not match credit card. Please try again.”
This error may appear while entering a credit card for billing in BackOffice. Check that the card number is entered correctly and the card information matches the credit card type.
Make sure the information entered matches your credit card exactly.
Check the card number, expiration date, CVV, cardholder name, and billing ZIP code.
Re-enter your credit card information and click 'Submit'.
“Required Field Not Completed”
This is another error that can appear while entering a credit card for billing in BackOffice. It indicates a piece of required information was not provided.
Fill in all fields and click 'Submit'.
Card number, expiration date, CVV, cardholder name, and billing ZIP code must all be provided.
I received a message or email from Apple or Google about a billing problem.
When subscribed to Lightspeed Retail through an in-app subscription, Apple or Google will alert you if the monthly billing for your account is declined. Resolve the issue with the payment method on file for your Apple or Google account to prevent disruption to your subscription.
Follow the steps in the relevant article below to resolve the billing issue.
