If you can't log in to your Lightspeed Retail account, you can take several steps to troubleshoot the issue and regain access.
Login credentials
While the first step may seem obvious, it is important to confirm that you're using the correct login credentials.
When logging in, you must enter the correct account Username (your email address) and Password. We recommend entering these manually, even if you previously used a password manager to log in.
If you receive the "The login credentials are invalid for the selected product." error message, you will need to reset your password or confirm you're using the correct email address.
To confirm or change an employee's email address and update the employee's password, sign in to your Lightspeed Retail account as the primary account user and navigate to Settings > Employee Setup.
Reset your password
If you've forgotten the account password or it is no longer working, you can reset your password from the Lightspeed Retail login screen.
- Navigate to the Lightspeed Retail login screen at https://id.lightspeedapp.com
- Click Forgot your password?
- Enter the email address associated with the account into the Email Address field and click Reset Password.
- Open the email sent to the associated email address and click the provided password reset link
- Enter a new password into the New Password field and repeat this in the Verify New Password field.
- Click Reset Password.
Once your password has been reset, log in using the new password.
Our support team is unable to reset your password on your behalf or provide you with a recovery password. If you are unable to access the associated email to reset your password yourself, see the Confirming the primary email address section for more information.
Confirming the primary email address
Our Support team is able to confirm the primary email address associated with your Lightspeed Retail account after you have successfully passed an identity check. If you know the correct password, you can use this email to log in to your account, or if you have forgotten your password, you can use this email to reset it.
If you no longer have access to the primary email and cannot reset your password, you will need to contact our Billing support team for further steps:
- Netherlands: billing.nl@lightspeedhq.com
- Belgium: billing.be@lightspeedhq.com
- Germany, Austria and Switzerland: billing.dach@lightspeedhq.com
- Switzerland: billing.ch@lightspeedhq.com
- France: billing.fr@lightspeedhq.com
- United Kingdom: billing.uk@lightspeedhq.co.uk
- North America: billing@lightspeedhq.com
Multi-factor authentication
If you're having trouble logging into your account using multi-factor authentication (MFA), where an authentication code is required to complete the login process, refer to the Using recovery codes with MFA section of our Multi-factor authentication article.