Lightspeed Troubleshooting

Common Lightspeed K-Series problems and how to fix them. If you’re still stuck, contact storekit support.

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Connection

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”Lightspeed K-Series” isn’t in my Integrations list

The integration isn’t enabled for your account. Contact support to have it turned on.

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Orders fail with “Our access to your Lightspeed account has been disabled”

Lightspeed is rejecting storekit’s access. The integration user in Lightspeed has usually been disabled or had its permissions changed — re-enable it in the Lightspeed back office, then click Disconnect Auth and Connect to Lightspeed again on Stores → your store → Settings → Integrations → Lightspeed K-Series.

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I connected the wrong Lightspeed location

Click Disconnect Auth, then Connect to Lightspeed, and pick the right location on the Select your Lightspeed location: screen.

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Menu Sync

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There’s no Sync button on the menu

The Connected to Lightspeed bar (with View in POS and Sync) only appears when the store’s POS provider is Lightspeed and the menu is linked to a Lightspeed menu. Select the menu in Lightspeed Menu on the Lightspeed settings page and click Save.

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The sync fails part-way

The progress bar shows the stage that failed. Common causes:

• The menu no longer exists in Lightspeed, or is no longer available on the connected business location — re-pick it in Lightspeed Menu.
• The authorisation has expired or been revoked — reconnect (above).
• The account profile in Specify account profile when syncing menu no longer exists in Lightspeed — set it back to No profile or pick a current one.

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Some items didn’t import

• Items whose Lightspeed pricing strategy makes the price positive, negative or a percentage of the total are deliberately skipped — they have no fixed price to import.
• Items inside sub-screens land in the parent category unless Import Sub-screens as categories is on.
• Products in the integration menu entry group (the storekit delivery, discount and service-charge products) are skipped on purpose.

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Names or descriptions are in the wrong language

Set Language to the Lightspeed locale you want. storekit falls back to en for items with no text in that locale.

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My storekit images or descriptions were overwritten

Turn on Don’t update menu images and Don’t update menu description. Everything else in the menu is rewritten from Lightspeed on every sync.

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Orders

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Orders fail with “Not processed before validity ended”

The Lightspeed Active Device — your master iPad — wasn’t online to collect the order. See Orders Failing: Till Offline for the full checklist and how to resend the order.

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Orders aren’t reaching Lightspeed at all

• Check Integration Status is on — the label should read Enabled - sending orders to Lightspeed.
• Check the store is linked to the right business location.
• Open the order in storekit and read the failure reason recorded against it.

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Orders are rejected as soon as they’re sent

• The account profile code must exist in Lightspeed. If a row under Account Profile Codes is empty, storekit sends storekit — either create that profile in Lightspeed or select a real one for Pickup, Delivery, In Store and Add to Bill.
• The delivery, discount and service-charge products must exist in Lightspeed with the SKUs set in Delivery Product Code (SKU), Discount Product Code (SKU) and Service Charge Product Code (SKU) (defaults: STOREKIT_DELIVERY, STOREKIT_DISCOUNT, STOREKIT_SERVICE_CHARGE). A missing SKU fails the whole order.
• Item SKUs must still match. Re-sync the menu after changing SKUs in Lightspeed.

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An order failed because an item is restricted

Lightspeed refused the order under a sales restriction. storekit snoozes the affected items until 8am the next day and emails the store; check the item’s stock or restriction in Lightspeed, then unsnooze it in storekit.

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Orders fail and then stop retrying

storekit sends a failed order up to 5 attempts in total (the original send plus four retries) before marking it Failed. Orders being added to an existing bill, and failures reported as the item not being addable, are not retried at all. Once the cause is fixed, resend the order with More actions → Resend order to POS.

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Pre-orders arrive too early or too late

Buffer Orders controls this. With Buffer (in minutes) set, the order is injected that many minutes before the requested time; with it empty, storekit uses the store’s prep-time calculation.

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The wrong table is used for in-store orders

storekit sends the table’s POS ID as the Lightspeed table number. If only a few tables are wrong, correct their POS ID under Stores → your store → Settings → Tables — see Editing Tables. Re-run Sync floorplan only when the whole floor plan needs reconciling: it covers every area in the store and overwrites hand-adjusted tables, as described in Floor Plan & Tables.

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Stock & Availability

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Sold-out items are still orderable

• Stock Webhook must be on — the label should read Enabled - stocks updated automatically.
• storekit matches stock updates on SKU and on the connected business location, so an item whose SKU differs between systems won’t update. Re-sync the menu.

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The store keeps closing itself

That’s Sync order readiness: Lightspeed is reporting the location as not ready for online orders, so storekit closes the store and reopens it when Lightspeed reports it ready again. Turn the setting off if you don’t want the POS driving store availability, and turn off Order readiness emails to stop the notifications.

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Customers aren’t told their order is ready

Ready for pickup notifications must be on for Lightspeed to drive the ready-for-pickup status.

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Pay at Table

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The guest sees no bill

• The table must exist in both systems with the same number — run Sync floorplan.
• There must be an open check on that table in Lightspeed.

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Payments fail

• Check Payment Method PAT points at a Lightspeed payment method that’s still active. With nothing selected storekit reports payments as APM, which must exist in Lightspeed.
• Gift card and loyalty payments use Gift Card Payment Method — the same applies to it.
• The failure reason from Lightspeed is stored against the payment, and the bill is flagged so staff can settle it on the POS.

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A round of drinks didn’t make it onto the bill

Orders added to an open bill aren’t retried. Check the order’s failure reason in storekit and add the items on the POS if needed. For anything else, contact support.