Issues with Ilglu x Lightspeed K Series


Reservations

Make sure you know how to utilise the reservations from the POS using the document: Lightspeed K Series Managing reservations at the POS


  1. Error while activating reservations from ilglu
    1. If an error is shown when you activate the reservations answer the following questions:
      • Was another lightspeed location connected previously?
        • if yes,
          • select the lightspeed location from the dropdown
          • press "Save"
          • press "Deactivate reservations"
          • re-select the lightspeed location from the dropdown
          • press "Save"
          • press "Activate Reservations"
  2. Error while deactivating reservations from ilglu
    1. If an error is shown when you deactivate the reservations answer the following questions:
      • Was the lightspeed location activated previously?
        • if yes,
          • select the lightspeed location from the dropdown that was previously activated
          • press "Save"
          • press "Deactivate reservations"
  3. Do not know which lightspeed location was activated
    1. Go to your Lightspeed K Series backoffice
    2. Check reservation connection is present:

      1. From the side menu click Integrations -> Reservations


      2. Do you see "ilglu Reservations"?

        2. Yes - you need to deactivate that location
          • select the lightspeed location from the dropdown
          • press "Save"
          • press "Deactivate reservations"
        3. No - look at other locations
  4. Reservation not showing on Lightspeed K Series
    1. Go to Lightspeed K Series backoffice
    2. Confirm reservation connection is present:

      1. From the side menu click Integrations -> Reservations


      2. Do you see "ilglu Reservations"?

        1. Yes – Check the settings by pressing more details. Understanding the Lightspeed K Series reservation settings
        2. No – you need to activate reservations. Follow the guide: Ilglu x Lightspeed K Series setup Guide
    3. Check reservation status:

      1. From the side menu click Integration activity -> Synced reservations


      2. Do you see your reservation?
        1. No - verify you have the correct lightspeed reservation activated and the third party is connected properly.

        2. Yes - Find the reservation with the problem. You will see the status including opened, pending and unsuccessful. If the reservation status is unsuccessful, open it and you will see the issue. You can view common reasons for unsuccessful recipient reservations from Common Reasons for Reservation Failure. If none of the reasons apply to you, reach out to lightspeed k series support. Failed Reservations Email Template

          Reservation with System error
    4. Reservations are present and successful on lightspeed K Series backoffice but not visible from ipad.
      1. Check both the upcoming and current reservations tab
      2. Contact Lightspeed K Series support Email Template Web extension issues Email Template
  5. Reservation seated on Lightspeed K Series but not on the table
    1. Check that you have one active device
    2. Go to Lightspeed K Series backoffice
    3. Confirm an active device is present:

      1. From the side menu click Integrations -> Reservations


      2. Confirm an ipad present


    4. Check reservation status:

      1. From the side menu click Integration activity -> Synced reservations


      2. Check status of order
        1. Find the reservation with the problem.
        2. You will see the status including opened, pending and unsuccessful.
        3. If the reservation status is unsuccessful, open it and you will see the issue. You can view common reasons for unsuccessful recipient reservations from Common Reasons for Reservation Failure.

        4. If none of the reasons apply to you, reach out to lightspeed k series customer service. Failed Reservations Email Template

          Reservation with System error

Common Reasons for Reservation Failure

  1. No active iPad was connected with the internet and on the Lightspeed K Series app for some time
  2. There are 2 active devices. Useful links:
    1. Lightspeed K Series about POS devices
    2. Lightspeed K Series Managing POS devices

Orders

  1. Orders printed on lightspeed not showing the same name as the name on the lightspeed K Series item
    1. Check if item rename is enabled
      1. Go to lightspeed backoffice
      2. Find the menu item
        1. From the side menu press "Menu management" > "Items"
        2. Then search by name or sku and press enter
        3. Select the item by pressing on the name
      3. Go to "All settings" section

      4. Scroll down until you find "Allow item to be renamed"

      5. If the checkbox is ticked
        1. Press the checkbox and press Save at the top right
      6. If the checkbox is unticked, the lightspeed name should be printed on the receipt.
    2. Check if a different name is specified on the ticket (typically this is the kitchen printing)
      1. Go to lightspeed backoffice
      2. Find the menu item
        1. From the side menu press "Menu management" > "Items"
        2. Then search by name or sku and press enter
        3. Select the item by pressing on the name
      3. Go to "All settings" section

      4. Scroll down until you find "Item name on tickets" field

      5. If the text box is not empty, remove the text and press Save at the top right
      6. If the text box is empty, but it is printing an empty line, you might have a space, therefore select the empty space, delete and press Save at the top right.

Lightspeed K Series email templates

Should be sent to: your Lightspeed support contact (k-series.support@lightspeedhq.com) and cc help@ilglu.com

Reservations not showing on web extension Email Template

Make sure to provide videos or screenshot of the web extension not working

Subject: Reservations Not Visible in Lightspeed Web Extension at {locationID}


Dear Lightspeed Support Team,
I am contacting you regarding an issue with reservation visibility in the Lightspeed web extension.





 
    
  
  • Lightspeed Business Location ID: {Lightspeed Business Location ID}
    • 
 
Although the reservation is present in the back office, it is not visible in the Lightspeed web extension. Could you please look into this and assist in resolving the issue?
Thank you for your assistance!
Best regards,
[Your Name]
[Your Contact Information]

System failure for reservations pushed to Lightspeed K Series Email Template


If all reservations have this issue replace the reservation id with "all". The reservation ID is retrieved from the reservation when the details are opened.

Subject: Reservation System Error - {Reservation ID} at {Lightspeed Business Location ID}


Dear Lightspeed Support Team,
I am reaching out regarding an error that occurred when pushing a reservation from ilglu to Lightspeed K Series.






 
    
  
  • Reservation ID: {reservationID}
    • 
  
  • Lightspeed Business Location ID: {lightspeed business location id}
    • 
 
The reservation is not being properly synced with Lightspeed K Series. Could you please investigate and assist in resolving this issue?
Thank you for your help!
Best regards,
[Your Name]
[Your Contact Information]
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