Orders Failing: Till Offline

This is the single most common Lightspeed order failure. It always comes back to the same thing: Lightspeed only delivers an online order to one iPad — the Active Device — and that iPad wasn’t online to take it. storekit sends the order to Lightspeed Cloud successfully, together with a window in which the order must reach the till. Lightspeed holds it for the Active Device configured to receive online orders. If that device is asleep, off, out of the Lightspeed app, logged out, off Wi-Fi or otherwise not talking to Lightspeed Cloud, the window closes and Lightspeed reports the order back to storekit as failed — the validity in the error message is that window. The window scales with how far off the order is: one minute for an order wanted now, two minutes for a pre-order under an hour away, and up to six hours for one more than a week out. So an ASAP order gives a sleeping iPad no grace at all. Nothing is wrong with your storekit setup, your menu or your SKUs. The fix is to get the iPad back online, then resend the order.

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Errors That Mean This

Open the order in storekit (Live Orders or All Orders → the order) and read the red banner: Something went wrong sending this order to the POS: …. Any of these reasons is the same problem: When the reason is exactly Not processed before validity ended, the order page shows a Fix it button next to the banner, which opens the How to fix Lightspeed timeout errors checklist with the same demo videos shown below. Every other reason shows Get help instead, which opens live chat.

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What storekit Does On Its Own

• storekit sends the order up to 5 attempts in total — the original send plus four retries. While it’s retrying, the order sits at status Retrying (shown as Retrying x2, x3… on the order).
• After the 5th failure the order is marked Failed, the store’s failed-order email goes out (with the guidance for that error), and the order is printed as a failure if the store has printers.
• Orders being added to an existing bill are never retried — a failed add-to-bill has to be re-sent by hand or rung in on the POS.

So a till that comes back online within a couple of minutes often recovers by itself. A till that’s offline for the rest of service will fail every order it’s sent.

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Get the iPad Back Online

Do these on the Lightspeed Active Device — the master iPad configured to receive online orders — in this order:

1. Wake the iPad and open the Lightspeed app. It must be open in the foreground and logged in. An iPad sitting on the home screen, on a lock screen, or with the app backgrounded is offline as far as online orders are concerned.
2. Check the iPad is charged and plugged in. A dead or power-saving iPad is the most frequent root cause.
3. Check the internet connection to Lightspeed Cloud. In the Lightspeed app, tap the four dots at the bottom right and confirm the connection to Lightspeed Cloud is healthy. If it isn’t, fix the Wi-Fi and reconnect.
4. Apply any pending configuration update. In the same four-dot view of the Lightspeed app, tap the refresh icon so the device pulls the latest configuration from Lightspeed.
5. Confirm a device is actually set to receive online orders. If you’re seeing All active devices are offline, or none is configured to receive payments or orders, the Active Device assignment itself needs checking in Lightspeed — this is Lightspeed-side configuration, so contact Lightspeed or storekit support if no device is assigned.

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Then Resend the Failed Order

Once the app is open and connected:

1. Open the failed order — Live Orders → the order, or All Orders → the order.
2. Click More actions → Resend order to POS. You’ll see Queued POS order injection retry.
3. Watch the order status. It should move to Accepted once Lightspeed confirms it. If it fails again with the same reason, the device still isn’t connected — go back through the checklist above.

Orders that were part of an add-to-bill round need the items ringing in on the POS, or a fresh order.

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Confirm You’re Recovered

• Place a small test order and check it lands on the till.
• Watch Live Orders for a few minutes — no new orders should go to Retrying.
• If you’re getting failure emails for every order, treat the till as offline until a test order lands.

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Stop It Happening Again

The Lightspeed Active Device set to receive online orders should be treated as infrastructure, not a spare iPad:

• Keep it permanently on charge. This alone removes most of these failures.
• Keep it on the Lightspeed app. Don’t use it for anything else, and don’t let staff swipe out of the app.
• Turn on Apple Guided Access for that iPad so the Lightspeed app can’t be left, and disable auto-lock.
• Give it stable Wi-Fi. If the till sits at the edge of coverage, the session drops intermittently and you’ll see connectivity errors like NIOCore.ChannelError 0.
• Don’t take it home or off-site, and don’t rely on a device that’s also someone’s ordering handheld.

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Online Ordering Switched Off in Lightspeed

If the failure reason is Business location doesn't accept online orders at the moment. or Ordering_disabled, the iPad is online but online ordering is paused in the Lightspeed app. Resending won’t help until it’s turned back on:

1. Tap the four dots on the navigation bar (Status Preview tab).
2. Tap the shopping bag icon in the status menu.
3. Use the prompt to enable online orders.

Then resend the order with More actions → Resend order to POS.

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Still Failing

If the iPad is charged, open, logged in, connected and set to receive online orders, and orders still fail:

• Check Integration Status on Stores → your store → Settings → Integrations → Lightspeed K-Series reads Enabled - sending orders to Lightspeed.
• Check the other order failure causes in Lightspeed Troubleshooting — a missing account profile or product code fails orders with a different reason.
• Contact storekit support with an example order number. Repeated timeouts on a healthy-looking device usually need Lightspeed to look at the device’s session.