Lightspeed: Troubleshooting

Troubleshoot common issues

Follow the steps in Troubleshoot common issuesarticle to ensure proper connection between Mollie and your Lightspeed eCom instance and then the steps below for Lightspeed-specific settings.

Troubleshooting checklist

Payments aren't processing properly

The Mollie app uses webhooks to notify Lightspeed eCom of status updates.

If the webhooks fail, Lightspeed eCom is unable to process payments properly and orders aren't updated.

Try these steps to solve the issue:

Use diagnostic information to identify the root cause.
Check whether your store is online↗.

Lightspeed Customer Portal↗

Diagnose issues

Compare Mollie and Lightspeed eCom statuses

Lightspeed eCom statuses are displayed in Lightspeed eCom's order overview. Mollie statuses are displayed in your Mollie Dashboard. To view the Mollie statuses, follow these steps:

Log in to your Mollie Dashboard.
Go to Payments.
The payment's status is displayed in its Status column.

If the statuses don't match, check whether payments are processing properly.

Check Mollie webhook notifications

To trigger payment and order status updates, Mollie sends webhook notifications to the Mollie for Lightspeed eCom app. These notifications are saved in Lightspeed eCom so that you can check whether any webhooks have failed.

To view the notifications, follow these steps:

Log in to Lightspeed eCom.
Go to the Payments page and select the payment.
The status of the associated webhook notifications is displayed in the History panel on the right.

If a webhook notification states that a webhook was unsuccessful, check whether payments are processing properly.

Contact support

In case you're still experiencing problems or have questions, you can contact support through the Mollie app.

When you contact our support team, ensure you provide the following information:

A clear description of the problem or your request.
If possible, include an example and the steps taken to reproduce the problem.
Your Mollie app version.
Your Lightspeed eCom version.

To contact our support team through Mollie for Lightspeed eCom, follow these steps:

Log in to Lightspeed eCom.
Go to Apps > Purchased apps.
Expand Mollie for Lightspeed eCom and select Go to app to open the General settings page.
In the left navigation menu, select Visit help center to be redirected to Mollie's customer support portal, or Support to email Mollie directly.