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• The authorisation has expired or been revoked — reconnect (above).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. If the resend is refused with “This order has already been sent to the POS”, Lightspeed already accepted the order, even if the till hasn’t printed it — see what to do rather than clicking Resend order to POS again.

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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 has a Disconnected status in Lightspeed

The failure reason reads “…one of the items in the order has a Disconnected status in Lightspeed”. This is Lightspeed’s own message, stored word for word against the order: Lightspeed refused the order because it does not treat one of the items as an active, orderable item on the connected business location. The case storekit support has seen involved an item newly created in Lightspeed and imported by the previous day’s menu sync. It is not the till-offline failure. Nothing needs doing on the iPad — see Orders Failing: Till Offline only if the reason is “Not processed before validity ended”.

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An order failed with “Validation failed for method … placeToGoOrder”

The order’s timeline shows “Failed to sync order Validation failed for method=‘public com.ikentoo.ape.dto.SubmissionResponseDto com.ikentoo.ape.controllers.OrderSubmissionController.placeToGoOrder(com.lightspeedhq.ape.dto.rest.ToGoOrder)’. Error count: N”. This is Lightspeed’s own response, stored word for word: Lightspeed refused to accept the order at all because something in what storekit sent — the customer details, an item or modifier code, the business location or the payment line — did not pass its checks. Error count is how many fields it objected to. It is not the till-offline failure. The order never reached the iPad, so restarting the Lightspeed app or reloading the iPad changes nothing, and clicking More actions → Resend order to POS without changing anything sends the same contents and fails the same way. Because Lightspeed never took the order, the retry and failed-order email rules described in When an Order Fails do not run — the rejection is recorded on the order’s timeline and the order does not print on the till. Check these before resending:

• An item in the order exists only in storekit. An item or modifier added by hand in storekit has no Lightspeed code, so Lightspeed rejects the order. Create the item in the Lightspeed menu the store is linked to first, then open the menu under Menus and click Sync in the Connected to Lightspeed bar so storekit picks up its code, then resend. A sync on its own removes storekit-only items rather than creating them in Lightspeed — see Menu Sync.
• A modifier or item code no longer exists in Lightspeed. If it was deleted, recreated or had its SKU changed in Lightspeed since the last sync, re-sync the menu so storekit sends the current code. The delivery, discount and service-charge SKUs under Delivery Product Code (SKU), Discount Product Code (SKU) and Service Charge Product Code (SKU) must also still exist in Lightspeed.
• The customer’s phone number. storekit passes the customer’s phone number to Lightspeed in the field Lightspeed reserves for international-format (E.164) numbers. If the rejection is on a customer-details field, ask support to check whether the number on the order is what Lightspeed objected to.

If the resend fails with the same reason after the menu has been re-synced, contact storekit support and quote the order number. storekit stores only Lightspeed’s summary line against the order; the field-by-field detail of what Lightspeed rejected is held in our logs, and support can read it and tell you which item or field to fix.

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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 an immediate order up to 5 attempts in total (the original send plus four retries) before marking it Failed. A pre-order is retried for as long as its requested time is still some way off, so a pre-order for later in the day can fail, retry and fail again every few minutes until it is finally marked Failed shortly before it is due. 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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I’m not getting failed-order emails

Orders show as Failed in the dashboard but no email arrives. Check these in order:

1. The store’s email addresses. The failed-order email goes only to the addresses in Email address on Stores → your store → Settings → General — the first address is the recipient and the rest are blind copies. Nothing is sent to the email you log in to the dashboard with, to the account owner, or to other staff members unless their address is in that list. If the list is empty, no email is sent at all. Add the addresses that should be alerted and click Save. There is no separate setting in the dashboard for who receives failed-order emails.
2. The order isn’t finally failed yet. The email is sent once, when storekit stops retrying and marks the order Failed — not on every failed attempt. An immediate order is emailed after its 5th failure; a pre-order is retried until shortly before its requested time, so an order that shows as retrying, or a pre-order for later today, has not been emailed yet. Orders added to an existing bill and “item could not be added” failures are emailed on the first failure because they are not retried.
3. Your spam folder and sender. The email comes from your storekit partner’s sending address with the subject Lightspeed Issue: Order #<order number> for store: <store name>.

The “Lightspeed Not Ready” email is a different message with its own rules — see The store keeps closing itself and Order Readiness. It is deliberately rate-limited to one email per store every 30 minutes and is not sent while your opening hours say the store is closed, so a burst of readiness failures does not produce a burst of emails, and none arrive overnight. While you sort out the emails, the failures are always visible in the dashboard:

• Open the order under Orders — a Failed order shows the banner “Something went wrong sending this order to the POS:” followed by Lightspeed’s reason.
• On Live Orders, turn on Show failed orders only in the filters to list just the failed orders.
• Logs → POS Errors (page title Integration Errors) shows a per-day count of orders with a POS error and their totals, filterable by store and date range. It does not list the reason for each order — open the order for that.
• Do not look under Logs → Blocked Orders: that page lists orders storekit refused to create in the first place (rules and filters), not orders Lightspeed rejected.

If the addresses are right and a finally failed order still produced no email, contact storekit support with the order number — a copy of every failed-order email is kept on our side.

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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. Those emails go to the store’s Email address list, at most one every 30 minutes and only while the store is open — see Order Readiness.

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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.