Finding answers in the Help Center

The Retail POS (X-Series) Help Center is the hub of knowledge for all things Retail POS (and where you’re reading this article). You can search for specific articles, browse topics, and learn about new features, all from within the Help Center.

For more information on how to make the most of the Help Center, refer to Using the Retail POS (X-Series) Help Center.

If your query is a little more complicated and you can’t find the answers you need in the Help Center, our Retail Support team is here to assist you. Use the channels below to contact us.

Privacy, security, and compliance resources

Visit the Lightspeed Trust Center to learn more about Lightspeed’s privacy and security practices and get answers to your most frequently asked questions on topics like:

• International data transfers
• Data retention
• Subprocessors
• Data subject rights and the data privacy request form
• Security controls
• Compliance and certifications, including PCI DSS, PCI AoC, and SOC 2
• Monitoring and incident management
• Security testing
• Security training

Chatting with Retail Support

Start a chat with Retail Support directly from the Help Center by clicking Contact us at the top of any page.

You can also start a chat from within Retail POS on a computer or iPad:

• Chatting with Retail Support on a computer

  1. Click Help in the top right corner of Retail POS in your web browser.

  2. Click Get support.

     

  3. Click Ask a question or use the Search for help field to search for answers.

     

• Chatting with Retail Support on an iPad

  1. From the Retail (X) app, click Help at the bottom of the left side menu.

  2. Click Get Lightspeed support.

     

  3. Click Send us a message or use the Search for help field to search for answers.

     

Chat hours by language

Preparing for remote access to your device

This feature is currently in beta and may not be available in your account.

If Retail Support needs access to your device to securely view your screen and help resolve issues, you can generate a remote support code to share with the Lightspeed agent during a call or chat.

Ensure that you’re contacting Lightspeed through official channels and only allowing authorized users to access your Retail POS account and devices. Learn more about following security best practices to protect your business online.

1. From the Retail (X) app, click Help at the bottom of the left side menu.

2. Click Get remote support code.

   

3. Share the code with the Lightspeed agent.

4. The Lightspeed agent will initiate a remote control request and a pop-up will appear on your device. Click Allow.

   

   If you haven’t contacted Lightspeed through official channels and aren’t expecting a remote control request, click Don’t allow.

5. To disconnect a remote control session, click Help > Disconnect session.

   

6. Click Disconnect.

Getting help by phone

For urgent issues that are preventing you from selling, you can call our Support teams using the numbers below based on your location:

• North America: 866-932-1801
• Australia: 61 2 8488 3146
• New Zealand: 0800 836 347
• United Kingdom: 44 20 3695 9599
• Other countries: +1 514-907-1801

Phone hours by language

*Phone support for accounts with both Retail (X-Series) and eCom (E-Series) is only available Monday to Friday, 9:00 AM - 5:00 PM EST.