Lightspeed Pocket Troubleshooting

This page provides solutions for issues you may encounter while using the Lightspeed Pocket app.

Need help setting up Pocket for the first time? Visit our Lightspeed Pocket for iOS & Android article.

Table of Contents

"You did not submit a valid combination of store name, login, and password."

If you see this error while adding a location to Pocket, follow the steps below to check your login details.

  1. Re-enter the store name.

    It should be one word, lowercase, and contain no spaces.

  2. Re-enter the username / email.
    • For Business Owners, this is the email originally used to create the location.
    • BackOffice Managers must use their assigned login for the location.
    • Receive Inventory Users cannot use their login to sign into Pocket.
  3. Re-enter the password.
    • The password is case-sensitive and should be entered the same as when you sign into BackOffice.
    • If you cannot remember your password, follow the steps to reset it.
  4. Tap 'Sign in' or 'Add a new location'.

My sales are not updating.

If your sales data is not updating or Pocket returns an error like Unable to load data, follow the steps below to resolve the issue.

After each step, swipe down in Pocket to refresh your sales and check if the problem is resolved.

  1. On the device running Pocket, load a web page to verify the internet connection.

    Visit a site other than Google, such as www.nytimes.com. If it doesn’t load, you have an internet issue.

  2. Check for items stuck in the 'Pending/Delayed Queue'.
  3. Force quit/stop the Lightspeed Pocket app, then reopen it.

    Visit our troubleshooting guide to learn how to force quit an iOS app or visit Google support to learn how to force stop an Android app.

  4. In Pocket, tap your store name, select 'Add a new location', and re-enter your login information.

I Do Not See The ‘+ New Sale’ Button

Only merchants who signed up for Lightspeed Retail before February 8, 2021, will see a ‘+ New Sale’ button in the upper right-hand corner of the Pocket app. If you signed up for Lightspeed Retail after February 8, 2021, and you want to process mobile transactions, use Lightspeed Pay instead.

My credit sales in Pocket take too long to complete.

If credit sales in Pocket are taking too long to complete, or if they time out completely, it is likely that the internet connection is not strong enough. Follow the steps below to try resolve the issue.

  1. On the device running Pocket, load a web page to verify the internet connection.

    Visit a site other than Google, such as www.nytimes.com. If it doesn’t load, you have an internet issue and may need to speak to your internet service provider.

  2. Force quit/stop the Pocket app, then reopen it.

    Visit our troubleshooting to learn how to force quit an iOS app or visit Google support to learn how to force stop an Android app.

My business name is incorrect on customer credit card statements.

Update the DBA for your business in BackOffice to ensure the business name is displayed correctly on customer credit card statements for all types of online and mobile payments.

  1. Follow the steps here to update your business DBA used for online and mobile payments.

Pocket loaded the sign-in screen instead of my sales.

If you recently changed your BackOffice login or password, re-enter your credentials to continue using Pocket.

  1. Enter your store name, username/email, and password.
  2. Tap 'Sign in'.

I cannot change the selected date range or comparison period.

This feature is only available to merchants on select pricing packages. To unlock the ability to select a preset or custom date range, sign into BackOffice and upgrade your account.

  1. Sign into BackOffice as the Business Owner.
  2. Click ‘Upgrade’.
    Click to Enlarge
  3. Follow the prompts to upgrade to a pricing package that includes Lightspeed Pocket.

I do not see the ‘Guest activity’ tile.

This tile is only available when the Guest Count feature is enabled in BackOffice. Follow below to enable Guest Count and refresh Pocket to show the ‘Guest activity’ tile.

  1. Follow the steps here to enable the Guest Count feature in BackOffice.

    Then, start using the Guest Count feature to record the number of guests per transaction at the register.

  2. Force quit or force stop the Lightspeed Pocket app, then reopen it.

    Visit our troubleshooting guide to learn how to force quit an iOS app or visit Google support to learn how to force stop an Android app.

“There was an error generating your receipt image”

This message appears when there is an issue that prevents Pocket from displaying a specific receipt.

  1. Reprint the receipt at the register.

    View the steps to reprint a receipt here.

The Lightspeed Pocket app crashed.

Follow the steps below, then relaunch the Lightspeed Pocket app to see if the problem was resolved.

  1. Update the Lightspeed Pocket app.

    If you need help updating Pocket, visit one of the following:

  2. Turn your device off, then back on.
  3. If the issue persists, delete and reinstall the Pocket app.

    If you need help deleting Pocket, visit Apple or Google support:

    For help reinstalling Pocket, visit our Lightspeed Pocket for iOS & Android article.

"Error"

If you see “Error” next to the name of a location, it means your login credentials have changed. This is usually the result of resetting your BackOffice password.

  1. Tap the location with the error.
  2. Enter the location's store name, username/email, and password.
  3. Tap 'Add a new location'.

"Suspended"

If you see “Suspended” next to the name of a location, it means the location is behind on its billing. Access to BackOffice and Lightspeed Pocket will be restricted until you enter a credit card or update the card on file.

  1. Log in to BackOffice.
  2. Enter a credit card or update the card on file.

    Visit our Manage Account article to learn how to add or update payment information.

I do not receive push notifications from Lightspeed Pocket.

This issue occurs if you run a version of Lightspeed Pocket that does not support notifications or if there is a problem with your device settings.

  1. Update Lightspeed Pocket to the latest version.

    Push notifications are available in Lightspeed Pocket v4.8 and above. For help updating the app, visit one of these articles:

  2. In the Pocket app, tap the ‘More’ tab and enable notifications.
  3. Adjust your device settings to allow notifications from the 'Pocket' app.

    To learn how to change notification settings, visit one of these articles:

  4. If the problem persists, follow the steps here to ensure registers are syncing with BackOffice.

The ‘Share’, ‘Text’, and ‘Call’ notification options are missing.

This issue occurs if you run a version of Lightspeed Pocket that does not support notification sharing.

  1. Update Lightspeed Pocket to the latest version.

    Notification sharing is available in Lightspeed Pocket v4.24.0 and above. For help updating the app, visit one of these articles:

The ‘Text’ and ‘Call’ notification options are grayed out.

‘Text’ and ‘Call’ are only available for employees with a phone number saved in the BackOffice Staff List. Add an employee’s phone number to BackOffice, then refresh Lightspeed Pocket to text or call that employee from the app.

  1. Follow the BackOffice steps here to edit an employee and add their phone number.
  2. In Lightspeed Pocket, tap the ‘Notifications’ tab.
  3. Swipe down from the top of the screen to refresh Pocket.

“Phone number unavailable”

This error occurs when you tap a notification’s ‘Text’ or ‘Call’ option and the employee who triggered the notification does not have a phone number saved in the BackOffice Staff List. Only employees with a saved phone number can be texted or called from Lightspeed Pocket.

  1. Follow the steps here to add the employee’s phone number to BackOffice.