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Leat Help Center

Lightspeed K-Series: Integration Troubleshooting

This article helps when the Lightspeed K-Series integration stops doing what it should. Each section starts from what you see at the till and lists what to check, in order. For the setup itself, see Installing the Lightspeed K-Series integration.

The Leat button on the POS doesn't work

  1. Check that the integration is active. In the Business Dashboard, go to Apps → Integrations and open Lightspeed K-Series under Installed in the sidebar. If the button at the top of the page says Activate, the integration is switched off: click it.
  2. If the connection to Lightspeed was lost, click Reconfigure and go through the Authenticate step again.
  3. Check the web extension URL. On the integration's Web Extensions tab, copy the All-in-One - Web extension URL. In your Lightspeed back office, go to Operations > Web extensions, open the Leat web extension and make sure it uses exactly that URL.
  4. In the same web extension, make sure Provide a JavaScript context to the loaded page is turned on, then click Save.
  5. Reload the device and try the button again.

A reward can't be claimed at the till

  1. Go to Loyalty → Rewards and open the reward.
  2. Click Discount logic in the sidebar and find the Lightspeed K-Series section.
  3. If it says No discount linked yet, the POS doesn't know what discount to give, so the reward can't work. Click Link a discount, choose the discount under Discount Lightspeed K-Series and pick what it Applies to: Entire order, Item at a specific location, Item across all locations or Item in a specific category. To change a discount that's already linked, click Edit discount settings. See Setting up reward and voucher discounts for Lightspeed K-Series.
  4. Check the discount in Lightspeed. With Use Lightspeed discounts as the Discount strategy, the POS rejects a discount that isn't set up like this:
    • All accounting groups are selected on the discount, also when it only applies to certain items.
    • The discount is added to the POS configuration your iPads use.
    After changing either, retrieve the latest configuration on each POS device. Until you do, nothing changes on the POS.
  5. Check the integration's Discount strategy on its Settings tab. If it's set to Use negative price items, your Lightspeed back office needs an item with the SKU LEAT-DISCOUNT-ITEM and the price type Manually-entered negative price. Without it, rewards can't be redeemed.
  6. Check the name of the discount in Lightspeed. Use no capital letters, no spaces and no special characters such as @, $ or %. A name like leat_discount works; names like Leat Discount or LEAT-Reward% can stop the integration from recognising it.

A voucher can't be redeemed at the till

  1. Add the items to the bill before you redeem the voucher. A voucher worth a fixed amount or a percentage is calculated on what's on the bill, so redeeming it on an empty bill gives no discount.
  2. If it still doesn't work, go to Loyalty → Promotions & Vouchers, open the promotion the voucher belongs to and check its Discount logic the same way as for a reward.

Orders from Lightspeed don't show up in Leat

Lightspeed only sends orders to Leat once its support team has turned on real-time notifications for your locations. If contacts don't earn points on their orders, this is almost always the cause.

  1. Open the integration's Locations tab. The Orders column shows for each location whether its orders reach Leat:
    • Receiving orders: orders arrived in the last 7 days, with the time of the Last order.
    • Quiet: orders arrived before, but none in the last 7 days.
    • Waiting for first order: the location was added in Lightspeed less than a day ago.
    • No orders received: Leat has never received an order from this location.
    • Not linked: the location isn't linked to a business profile, so its orders are ignored.
  2. For a location that's Not linked, pick a business profile for it and click Submit.
  3. For a location with No orders received, click Email Lightspeed in its row. If several locations have it, the banner at the top of the tab has an Email Lightspeed button that covers them all. This opens a ready-made email to k-series.support@lightspeedhq.com that asks Lightspeed to turn on real-time notifications for Leat, with the location IDs, your Real-time notification URL and the condition this.notificationType == 'CLOSE' already filled in.
  4. For a Quiet location that has been open, ask Lightspeed the same way whether real-time notifications are still on for it.

If you'd rather write the email yourself, copy the Real-time notification URL from the integration's General tab and give Lightspeed the name of the integration (Leat), that URL, your location IDs and the condition above.

A person at Lightspeed has to set this up, so allow some time for a reply.

Orders from a new location don't show up in Leat

When you add a location in Lightspeed after installing the integration, Leat needs to know about it and Lightspeed needs to send its orders:

  1. Open the integration's Sync tab and click Sync items & discounts.
  2. If the popup New Lightspeed locations found appears, click Send email, or copy the email and send it to k-series.support@lightspeedhq.com. Then click Got it.
  3. Open the Locations tab, link the new location to a business profile and click Submit.

Once Lightspeed has turned on real-time notifications, the location's status changes to Receiving orders after its first order. For more on the tab and its statuses, see Lightspeed K-Series settings: the Settings, Advanced and Locations tabs explained.

Topping up a gift card shows a negative amount on the bill

The top-up item in Lightspeed is set up wrong. In your Lightspeed back office, find the item with the SKU LEAT-PRODUCT-ITEM:

  • If it exists, open it and set its price type to Manually-entered price.
  • If it doesn't exist, create it with the name and SKU LEAT-PRODUCT-ITEM and the price type Manually-entered price.

Then reload your devices.

A top-up isn't added to the bill

When staff top up a gift card or prepaid balance and the POS doesn't add the top-up to the bill, they see this message: The POS did not add LEAT-PRODUCT-ITEM to the order, so nothing was topped up. The message is in English, whatever language your POS is in. Nothing is put on the card or the balance, so there's nothing to undo.

This comes from how the LEAT-PRODUCT-ITEM item is set up in your Lightspeed back office. Open the item at the location of the device and check both of these:

  • On its POS settings, under Additional options, Allow item to be renamed is turned off. When it's on, the POS quietly ignores the top-up, even though staff can still add the item to a bill by hand.
  • The item exists at the location of the device, with the price type Manually-entered price. Each location needs its own.

Click Save, reload the device so it picks up the change, and try the top-up again.

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