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Troubleshooting Lightspeed Payments for Lightspeed Restaurant

Occasionally, you may encounter issues while processing with Lightspeed Payments. If your Lightspeed Payments terminal has disconnected from your network or is encountering technical issues, here are some troubleshooting steps that you can take to get your business back up and running as quickly as possible.

Check for system-wide issues

An external incident may impact portions of Lightspeed Restaurant. Check our status page for updates on the status of all Lightspeed products, including Lightspeed Restaurant and Lightspeed Payments.

Checking connectivity issues on your payment terminal

Many common technical problems are caused by network connectivity issues. Start by checking the connectivity of your Lightspeed Payments terminal.

  • Checking the Wifi Settings of the e280, e285, P400+, and V400m

    You can access your WiFi settings page by pressing 9, then the green circle key on the terminal's number pad. Enter the admin password 5773 to view your Wi-Fi settings. When connected, you should then see a Wi-Fi symbol at the top of the screen of your payment terminal.

  • Checking the Wi-Fi settings of the Smart Terminal with and without Printer

    The IP address can be obtained from the terminal by tapping Settings > Device info. It will be listed under the Wi-Fi address. When connected, you should then see a Wi-Fi symbol at the top of the screen of your payment terminal.

Pushing manual setting updates to your terminal

By default, your payment terminals automatically check for and complete configuration updates every night, provided the terminals are connected to power and have a reliable internet connection.

However, it is occasionally necessary to perform a manual configuration update on your terminal after you make changes to your Lightspeed Payments settings. We also recommend updating your configuration as a troubleshooting step if you have recently experienced a change in network connectivity or power outage and need to reconnect your payment terminal.

Verifone e285, V400, and P400+

  1. Press the 9 key, followed by the green circle key on the terminal's number pad.
  2. Enter the following PIN: 5773.
  3. On the touch screen, tap Config.
  4. Tap Update.
  5. The terminal will automatically restart and update its settings. This process may take several minutes.

Pushing manual software updates to your terminal

Your Lightspeed Payments card readers and payment terminals require regular updates to keep them running smoothly. Software updates include new or enhanced features such as improvements to security, adding new payment options, removing outdated features, or strengthening connection stability.

By default, your payment terminals automatically check for and complete software updates every night, provided the terminals are connected to power and have a reliable internet connection.

However, it is occasionally necessary to perform a manual software update. We recommend a manual update as a troubleshooting step if you have recently experienced a change in network connectivity or power outage and need to reconnect your payment terminal.

  • Verifone e285, V400, and P400+

    1. Press the 9 key, followed by the green circle key on the terminal's number pad. 
    2. Enter the following PIN: 5773.
    3. On the touch screen, tap Software.
    4. Tap Update.
    5. The terminal will automatically restart and update its settings. This process may take several minutes.

  • Verifone MX915 Genius

    1. From the Genius by Cayan idle screen, enter 000 on the device keypad.
    2. Enter the password 9416557.
    3. Tap Update.
    4. The terminal will automatically restart and update its settings. This process may take several minutes.

Replacing the SIM card of your payment terminal

Your payment terminal comes with a SIM card already installed. Do not remove or replace your SIM card unless directed to by the Lightspeed Payments support team.

  • Smart Terminal with Printer

    To replace an old or defective SIM card with a new one:

    1. Turn off the payment terminal by pressing and holding the power button.
    2. On the back of the terminal, press the battery cover and slide it downwards.
    3. Remove the battery to access the SIM card slot.
    4. Remove the SIM card from the slot.
      To avoid damaging your device, do not use metal tools to manipulate or remove the SIM card.
    5. Install the new SIM card into the same slot.
    6. Reinstall the battery and the cover. Make sure the battery contacts align and that the cover clicks into place.
    7. Turn on the terminal and check if the cellular network icon shows at the top of the display.

    You can also verify your network connection by navigating to Settings > Network > Cellular on your payment terminal.

  • Verifone V400m

    To replace an old or defective SIM card with a new one:

    1. Turn off the payment terminal by pressing and holding the red cancel button until the display turns off.
    2. On the back of the terminal, press the battery cover and slide it downwards.
    3. Remove the battery to access the SIM card slot.
    4. Remove the SIM card from the slot.
      To avoid damaging your device, do not use metal tools to manipulate or remove the SIM card.
    5. Install the new SIM card into the same slot.
    6. Reinstall the battery and the cover. Make sure the battery contacts align and that the cover clicks into place.
    7. Turn on the terminal and check if the cellular network icon shows at the top of the display.

    You can also verify your network connection by navigating to Settings > Network > Cellular on your payment terminal.

  • Verifone e285

    To replace an old or defective SIM card with a new one:

    1. Turn off the payment terminal by pressing and holding the red cancel button until the display turns off.
    2. On the back of the terminal, slide the battery cover downwards.
    3. To access the SIM card slot, pull the plastic strip labelled PULL to remove the battery.
    4. Remove the SIM card from the slot.
      To avoid damaging your device, do not use metal tools to manipulate or remove the SIM card.
    5. Install the new SIM card into the same slot.
    6. Reinstall the battery and the cover. Make sure the battery contacts align and that the cover clicks into place.
    7. Turn on the terminal and check if the cellular network icon shows at the top of the display.

    You can also verify your network connection by navigating to Settings > Network > Cellular on your payment terminal.

What's next?

Setting Up Lightspeed Payments Hardware

Have questions? Check out our Lightspeed Payments hardware set up page for more details.

Learn more

Getting paid with Lightspeed Payments 

Learn how Lightspeed Payments settles transactions and when you should expect to get paid.

Learn more

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