Lightspeed Payments Troubleshooting
ℹ️ Refused Message:
- If the iPad immediately shows Transaction failed during a payment attempt, this usually means there’s a problem with the terminal setup, back office, or payment credentials.
ℹ️ Connectivity Issue:
- If the iPad keeps spinning while trying to connect and the terminal doesn’t respond, this indicates a connectivity problem.
This payment terminal has not been configured. To continue, assign the terminal to the POS.
If the merchant sees this error when using the LS Pay payment method on the POS:
• This could mean the “adyenTerminalConfig” didn’t load properly and shows as Null in the device context (ask the Partner Ops Team to check this via a K-Series Support script).
• As a fix: Delete the terminal from the Back Office (via script or manually), then create it again, reload the device, and try again.
Check these too:
- Networking? Make sure the iPad and terminal are on the same network and that DNS is configured correctly.
- Terminal slow? Clear transaction history on the terminal, especially for merchants who process many payments throughout the year.
1️⃣ Router—Wi-Fi—POS Network
Only connect iPads/iPhones for the POS, printers, and terminals to your network.
Create a separate VLAN or guest network with managed bandwidth for guest connections so the POS and its peripherals have enough bandwidth.
Put Sonos/sound equipment and CCTV/security cameras on a separate VLAN as well, as they cause interference.
2️⃣ iPads—Wi-Fi Settings—Connected Networks
Make sure the iPads/handhelds only recognize the network assigned for the POS, printers, terminals, etc. They should not switch between networks when you have intermittent connectivity.
This includes separating 2.4GHz and 5GHz networks if you have both set up.
You can check and remove other networks via the iPad’s Settings app:
• Open the Settings app
• Go to Wi-Fi
• Don’t select the Wi-Fi network yet—tap the Edit button in the top right corner
• Delete any networks other than the POS network so the iPad can’t switch networks
3️⃣ iPads—Wi-Fi Settings—Private Network Setting/Limit IP Address Tracking
While still in the Wi-Fi settings, tap your connected Wi-Fi network (the (i) icon) and make sure the switches for Private Network Address and Limit IP Address Tracking are turned off.
4️⃣ iPads—DNS Settings
While still in the Wi-Fi settings, scroll down until you see DNS settings.
Add the following DNS servers (replacing the default ones): 8.8.8.8 and 8.8.4.4.
5️⃣ iPads—Settings—Restaurant App—Local Network
While still in the Settings app, scroll all the way down on the left side of the screen (iPad) or in the overview (iPhone) until you find the Restaurant app settings.
Make sure Local Network is turned ON.
6️⃣ Terminals—Terminal Settings—Software Update
Take your terminals and open their settings.
Depending on your terminal, this is either the icon on the touchscreen or press 9 + green key to enter Settings.
Go to Device Info/Software, enter PIN 5773, and update the software version.
7️⃣ Terminals—Terminal Settings—Configuration
While still in the Terminal’s Settings, go to Config/Configuration and update the configuration profile using PIN 5773.
8️⃣ Terminals—Terminal Settings—Static IP & DNS Changes
While still in the Terminal’s Settings, go to Network, enter PIN 5773, select Wi-Fi, and tap the (i) icon/gear icon to open the current connected network’s settings.
V400m: Scroll down, tap IP settings, and disable DHCP. Wait a few seconds for this change to apply. New fields will appear where you can enter the suggested values. Change DNS—preferred to 8.8.8.8 and DNS—alternative to 8.8.4.4.
Tap the blue icon to apply these settings.
S1F2/AMS-1: Tap the pencil icon in the top right corner, then tap Advanced options and scroll down. Change the DHCP setting to Static. Scroll down again and enter all the suggested values. The prefix length is 24. Change DNS1 to 8.8.8.8 and DNS2 to 8.8.4.4.
Save these settings.
9️⃣ Back Office—Payment Terminals—Check the Entered IP Address
Open the Back Office and go to the section where you added the payment terminals:
L-Series: Go to Payments > Payment Terminals
K-Series: Go to Configuration > Hardware > Payment Terminals
Open the settings of each payment terminal and check if the IP address you entered matches the terminal’s actual IP address, which you can check as follows:
V400m: Tap 5 + the green button to quickly see the current IP address
S1F2/AMS-1: Tap Settings > Device info to see the current IP address is
Pay at Table
Mobile Tap
Tap to Pay
Scenarios and solutions:
ℹ️ Error message occurs when LS Pay is pushed to the terminal from the smartphone.
- This screen appears when the passive device (here the iPhone) can’t reach the active device.
- The network can be the cause.
- Solution: Try retrying the transaction until the connection is established.
