1. Mollie Support
  2. Connect Mollie to a website
  3. Pre-built integrations
  4. Mollie for Lightspeed eCom
  5. Lightspeed eCom: Troubleshoot

Lightspeed eCom: Diagnose issues

You can use various sources of information to diagnose problems that you're experiencing.

  • Status update notifications inform you whether payments were processed successfully.

  • Webhook notifications inform you whether Mollie can successfully communicate with Lightspeed eCom.

Based on the information provided in these resources, you can determine a root cause for your problem to understand which troubleshooting steps to take.

Check status updates

Mollie sends status updates to inform Lightspeed eCom of a payment or order's progress.

Lightspeed eCom also applies a status to orders, which are automatically mapped to a corresponding Mollie status.

Lightspeed eCom only shows its own statuses. You can cross-check those with an order or payment status in your Mollie Dashboard to ensure that they're updating correctly in Lightspeed eCom.

  1. Check the Lightspeed eCom order status.

  2. Check the Mollie status:

    1. Log in to your Mollie Dashboard.

    2. Go to Transactions > Payments.

    3. Search for the payment or order and check the status in the Status column.

  3. Compare the Lightspeed eCom and Mollie statuses to ensure that they correspond.

If the statuses don't match, try the troubleshooting options listed in Payments aren't processing properly.

Check Mollie webhook notifications

Mollie sends webhooks to Lightspeed eCom, triggering it to pull payment and order updates from Mollie.

The Mollie app stores webhook notifications so that you can check whether they work properly.

  1. Log in to Lightspeed eCom.

  2. Go to the Payments page and select the payment.

  3. The status of the associated webhook notifications is displayed in the History panel on the right.

If the webhook notification states that the call was unsuccessful, try the troubleshooting steps in Payments aren't 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:

  1. Log in to Lightspeed eCom.

  2. Go to Apps > Purchased apps.

  3. Expand Mollie for Lightspeed eCom and click Go to app to open the General settings page.

  4. In the left navigation menu, select Visit help center to be redirected to Mollie's customer support portal, or Support to email Mollie directly.

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