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

Identify the source of a problem and find a solution.

Compare Mollie and Lightspeed eCom statuses

Tip

Read Understand Mollie statuses for an overview of how Mollie statuses are related to Lightspeed eCom statuses, and how communication between Mollie and Lightspeed eCom takes place.

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:

  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.

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:

  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 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:

  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.

Read more