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Retail Help Centre
RETAIL ECOMMERCE ONSITE RESTAURANT

    Contact us

    Our Retail Support team is available to help you 24/7 and you can contact them in a few different ways:

    1. Start a chat
    2. Submit a request (email)
    3. Request a callback
    4. Call our Retail Phone Support

     

    If you're an Omnichannel merchant and the help you need is eCom related, please see our Contact us article in the eCom Help Center.

     

    NOTE: If you would like to purchase hardware or increase your account limit (e.g. add more employees, shops or features), please email your Sales Account manager or sales@lightspeedhq.com. Alternatively, contact our Retail Support team and they will coordinate a phone transfer or a callback request for you.

    Before you begin

    To take full advantage of our 24/7 Support, we recommend signing up and signing in to the Retail Help Center. This way, you'll be able to easily access all of your current and past cases by clicking your username > My tickets at the top-right of the Retail Help Center.

     

    Signing up

    1. From the Retail Help Center, click Sign in at the top-right.
    2. Click the option that applies to you:

      • If you're new to Lightspeed Retail, click Sign up.

      • If you've emailed our Support agents before, you're already registered and just need to get a password.

     

    Signing in

    1. From the Retail Help Center, click Sign In at the top-right.
    2. Enter your email and password.
    3. Click Sign in.

     

    Start a chat

    Chatting is a quick way to get assistance and you can start one from your Retail account or the Retail Help Center. Here's a breakdown of our Retail Chat Support coverage by timezone so you can get the help you need!

    Retail Chat Support Opening Hours  
      (EST) (PST) (CEST)
    English (Monday-Friday) 10:00 AM - 8:00 PM 7:00 AM - 5:00 PM 4:00 PM - 3:00 AM

     

    Retail account

    1. From the main menu, click Help.
    2. Click Chat with us right now.
    3. Enter the topic you need help with. A list of suggested articles appears.
    4. If you've read the suggested articles and still need help, click Live Chat.
    5. Enter your contact information and description of what you need help with.
    6. Click Start Chatting and Retail Support agent will help you soon!

     

    NOTE: Starting a chat from your Retail account is only possible when accessing your Retail account from a web browser on your computer. 

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    Retail Help Center

    1. From the bottom right-hand corner, click Help.
    2. Enter the topic you need help with. A list of suggested articles appears.
    3. If you've read the suggested articles and still need help, click Live Chat.
    4. Enter your contact information and description of what you need help with.
    5. Click Start Chatting and a Retail Support agent will help you soon!

     

    NOTE: Starting a chat from the Retail Help Centre is only possible when its language selector is set to English.

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    Submit a request (email)

    Requests are essentially the equivalent to emailing our Retail Support team. You can submit one from the Retail Help Center and this will open a Zendesk case that will then be assigned to one of our Retail Support agents.

    1. From the Retail Help Center, click Submit a request from the top-right.
    2. From the drop-down, select Lightspeed Retail.
    3. Enter your email address and the subject of your request A list of suggested articles appears.
    4. If you've read the suggested articles and still need help, enter a clear and concise description of what you need help with.
    5. Enter your phone number and categorize your request to the best of your ability.
    6. Attach any helpful files (e.g. screenshots).
    7. Click Submit and a Retail Support agent will write back to you soon!

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    Request a callback

    Callback requests are a way of waiting in the phone queue without having to hold. Once it's your turn, one of our Retail Support agents will simply call you back!

    1. From the Retail Help Center, click Submit a request from the top-right.
    2. In the right menu, click Request a callback.
    3. Enter your name, select your country code and enter your phone number.
    4. From the drop-down, select Retail.
    5. Click Call me back! and a Retail Support agent will call you back soon!

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    Call our Retail Phone Support

    Our Retail Phone Support is open 24/7 in English and is also open in French and Dutch during specific business hours. If our Retail Phone Support in French or Dutch is closed, your call will be automatically redirected to our English Support agents. Here's a breakdown of our phone numbers and coverage by timezone and language so you can get the help you need!

     

    • North America (toll-free): 866-932-1801
    • Quebec (toll-free): 855-300-7108
    • Montreal: +1-514-907-1801
    • United Kingdom: +44 20 3695 9599
    • Netherlands: +31 (0) 20 808 52 68
    • Belgium: +32 9 298 02 73
    • Sydney: +61 2 8488 3146
    • Singapore: +65 3158 0466
    • Other countries: +1-514-907-1801 or the phone number of the region closest to you.

     

    NOTE: Our Retail Phone Support also has a callback option if you'd rather not hold.

     

    Retail Phone Support Opening Hours
      (EST) (PST) (CEST)
    English 24/7 24/7 24/7
    French (Monday-Friday) 9:00 AM - 5:00 PM 6:00 AM - 2:00 PM 3:00 PM - 11:00 PM
    Dutch (Monday-Friday) 3:00 AM - 11:00 AM 12:00 AM - 8:00 AM 9:00 AM - 5:00 PM