Service Notification
OnSite Help Center
ONSITE RETAIL (R-SERIES) RETAIL (X-SERIES) ECOM (C-SERIES) RESTAURANT (L-SERIES) RESTAURANT (K-SERIES)
  1. Lightspeed OnSite
  2. OnSite StoreMaster
  3. Users

Changing user passwords and PINs

Only OnSite administrators can change and reset user passwords and PINs.

Changing user passwords

An administrator sets an initial password that lets a user log in the first time. The user then must change the password.

Passwords are case-sensitive and must follow these rules

  • be at least 7 characters long.

  • contain numeric and alphabetical characters. For example, dynamite is not allowed, but orion1452 is.

  • Be changed every 90 days. You have the option to not make passwords expire after 90 days.

  • Be unique from the user's previous 4 passwords.

  1. In OnSite StoreMaster on the Tools menu click Setup > Basics > Users.
  2. Select the user account in the list and click Change Password.
  3. Enter a new initial password which will be used for the user’s first login. Ensure the password meets the password requirements, enter it again in the Verify Password field, and click Change Password.
  4. Log out of OnSite and have the user log in using their username and new password.
  5. Have the user enter a new unique password, ensuring the password meets the password requirements.

About administrator passwords

If an administrator password has been lost or forgotten, there is no way to recover it. Due to the strict PCI Compliance requirements, the password is stored in the database in an encrypted form that cannot be read or recovered. It is not transmitted to Lightspeed Support in any way, and we will not be able to perform any action on your database. If you have changed your password and do not remember it, you have two options.

One option is available to you if you have another account that also has administrator access in OnSite. You can use that account to log in and go to Tools > Setup > Basics > Users and change the password of your original administrator account the same way as changing a password for any other user.

If there is only one administrator account and you cannot log in, then the only other option would be to restore your database to the most recent backup where you know the administrator password (such as before a password change). Upon restoring, you are prompted to change your password again. Any data entered after the backup was made has to be re-entered in OnSite.

Changing user PINs

PINs are case-sensitive and must follow these rules

  • be at least 4 characters long, up to a maximum of 8 characters

  • contain numeric, alphabetical, or both numeric and alphabetical characters

  • be unique from the user's previous 4 PINs

  • Be unique for each user. If you specify a PIN for a user that is the same as another user's PIN, OnSite will invalidate the PIN for 90 days and you'll need to specify new PINs for both users.
    1. In OnSite StoreMaster on the Tools menu click Setup > Basics > Users.
    2. In the list on the left, select the user account you want to change the PIN for.

Note: Although OnSite does not prevent you from assigning a PIN to an administrator, PIN login is NOT recommended for OnSite Administrators.

  1. In the PIN field, enter a new PIN for the user. You can optionally assign a system-generated PIN:

      1. Click Generate.
      2. Move the slider left or right to create a PIN with the corresponding number of characters. The system generates a unique PIN each time you move the slider to a different position.

      1. Click Done.
  2. A green check mark displays in the PIN field if the PIN is valid. Click Save to assign the PIN to the user.