Before putting your account on ice, you'll be required to reactivate on one of our latest plans. Features available to your account may be affected when you change your billing plan or frequency. You may also lose existing discounts on your current plan. Once you move to the latest plan, you'll be unable to switch back to a previous plan. For more information, refer to our pricing page.

Lightspeed offers an on-ice service that allows you to temporarily pause your Retail POS account. While your account is on ice, Retail POS will retain all your store data until you're ready to unpause. A small monthly fee applies.

Putting an account on ice is a useful option for seasonal businesses or when you need to temporarily pause your business and continue selling at a later date.

Before putting your account on ice

If you need to access your store data while your account is on ice or if you have third-party app integrations, you may want to complete a few actions before putting your account on ice:

Exporting data

Once your account is on ice, you won't be able to access any of your store data. If you need access to this data while your account is paused, you'll need to export it. You can:

• Export sales data from Sell > Sales history.
• Export your product list from the Products page.
• Export your customer list from the Customers page.
• Export register closures from Reporting > Register closures.
• Export sales reports under Reporting > Sales reports on the sidebar.
• Export tax reports under Reporting > Tax reports on the sidebar.
• Export any additional reports you might need like gift card and store credit reports in Reporting.

If you have a Xero account, you'll also need to make sure register closures, on account sales, and stock orders (if applicable) are successfully posted to Xero before pausing your account.

Cancelling third-party app subscriptions

Putting your account on ice will not pause or cancel any third-party app subscriptions you have activated with Retail POS. These will continue to be charged, even when not in use.

To avoid charges for third-party app subscriptions during the on-ice period, you'll need to cancel these apps before going on ice. Learn more in Managing third-party app subscriptions in Retail POS (X-Series).

Putting your account on ice

Once you have exported the required data and canceled third-party subscriptions as needed, you can put your account on ice:

1. Navigate to Setup > Billing.
2. Select the Temporarily close my account option.
3. Enter when you intend to return or select I am not sure.

   

4. Select Put my data On ice.
5. Click Put my account On ice.

   

Once your Retail POS account has been put on ice, the remaining balance of your current billing period will be pro-rated as an account credit. The on-ice fee will be charged to the account balance until the balance has been used, then ongoing payment will occur via the credit card you use for billing.

Reactivating an on ice account

When you're ready to reactivate your account, you can do so directly from Retail POS.

Regardless of the plan you were on before you put your account on ice, you'll need to reactivate onto one of our current plans. Retail POS will recommend a plan, with add-on modules if necessary, that matches features from your previous plan. You can change this during the reactivation process.

1. Log into Retail POS.
2. Click Reactivate my account.
3. On the reactivate subscription page, the recommended plan, required license quantity, add on modules, and billing frequency will be auto selected to match your previous account before being paused.

   Plan selection

   In the Plan section, the new plan that most closely aligns with your previous plan will be auto-selected. Click View the features you had to show a list of the features you previously had access to, including any add-on modules.

   

   1. To change your plan, click Switch plan and compare different plan features and pricing.
   2. To switch to a different plan, click Confirm plan switch. To stay on the recommended plan, click Stay on the plan.

   If you switch to a different plan other than the recommended one, you may lose features you had access to before going on ice.

   Licenses

   In the Licenses section, outlets and registers information will be auto-selected and automatically set to the number of licenses you had before putting your account on ice. This can't be changed.

   You can modify your licenses after you have reactivated your subscription by navigating to Setup > Outlets and registers.

   Modules

   If you had add-on modules before you put your account on ice, they'll be automatically added to your new subscription and viewable in the Modules section.

   If you no longer need a specific module, remove it by clicking the trash icon beside it. You can add new modules after your account is active.

   

4. Once you've finalized the plan and modules selections, you can change the billing frequency, if required.
5. Click Confirm payment details.
6. Review the payment details for your subscription.
7. Click Pay and activate account.

Your account will be reactivated and you'll have access to your data and the features included in your plan.

Paused accounts FAQ

• There is a small fee for keeping an account on ice that varies per region. Contact your Account Manager for details.

• No, you cannot access your data while your account is on ice. All data is stored and accessible once you reactivate your account. You can export data you'll need before you pause your account.

• No, only an entire account can be put on ice.

• If you need to update your billing information while your account is on ice, you can still navigate to Setup > Billing where you can edit your payment details.

• If you have selected a plan that doesn't have access to integrations you have set up, you won't be able to complete the reactivation process. you'll need to remove those integrations or select a different plan to continue.

• Reactivation can fail for one of two reasons:

  • Payment failure: If your payment fails, you'll be brought back to the account reactivation page. Navigate to Setup > Billing to update your card details then complete the reactivation steps again.
  • Subscription failure: Subscription failure happens when there is a configuration error relating to the plan, licenses, and modules. If this happens no payment will be taken and you'll be returned to the account reactivation page. Contact your Account Manager for assistance.

What's next?