Contact us

Our OnSite Support team is available to help you 24/7 and you can contact them in a few different ways:

1. Start a chat
2. Submit a request (email)
3. Request a callback
4. Call our OnSite Phone Support

If you're an Omnichannel merchant and the help you need is eCom related, please see our Contact us article in the eCom Help Center.

NOTE: If you would like to purchase hardware or increase your account limit, please email your Sales Account manager or sales@lightspeedhq.com. Alternatively, contact our OnSite Support team and they will coordinate a phone transfer or a callback request for you.

Before you begin

To take full advantage of our 24/7 Support, we recommend signing up and signing in to the OnSite Help Center. This way, you'll be able to easily access all of your current and past cases from My tickets. 

Signing up

1. From the OnSite Help Center, click Sign in at the top-right.
2. Click the option that applies to you:

   • If you're new to Lightspeed OnSite, click Sign up.

   • If you've emailed our Support agents before, you're already registered and just need to get a password.

Signing in

1. From the OnSite Help Center, click Sign In at the top-right.
2. Enter your email and password.
3. Click Sign in.

1. Start a chat

Chatting is a quick way to get assistance and you can start one from the OnSite Help Center. Here's a breakdown of our OnSite Chat Support coverage by timezone so you can get the help you need!

OnSite Chat Support	Opening Hours
	(EST)	(PST)	(CEST)
English (Monday-Friday)	11:00 AM - 6:00 PM	8:00 AM - 3:00 PM	5:00 PM - 12:00 AM

 

1. From the bottom right-hand corner, click Help.
2. Enter the topic you need help with. A list of suggested articles appears.
3. If you've read the suggested articles and still need help, click Live Chat.
4. Enter your contact information and description of what you need help with.
5. Click Start Chatting and a OnSite Support agent will help you soon!

2. Submit a request (email)

Requests are essentially the equivalent to emailing our OnSite Support team. You can submit one from the OnSite Help Center and this will open a Zendesk case that will then be assigned to one of our OnSite Support agents.

1. From the OnSite Help Center, click Submit a request from the top-right.
2. From the drop-down, select Lightspeed OnSite.
3. Enter your email address and the subject of your request A list of suggested articles appears.
4. If you've read the suggested articles and still need help, enter a clear and concise description of what you need help with.
5. Enter your phone number and categorize your request to the best of your ability.
6. Attach any helpful files (e.g. screenshots).
7. Click Submit and a OnSite Support agent will write back to you soon!

3. Request a callback

Callback requests are a way of waiting in the phone queue without having to hold. Once it's your turn, one of our OnSite Support agents will simply call you back!

1. From the OnSite Help Center, click Submit a request from the top-right.
2. In the right menu, click Request a callback.
3. Enter your name, select your country code and enter your phone number.
4. From the drop-down, select OnSite.
5. Click Call me back! and a OnSite Support agent will call you back soon!

 

4. Call our OnSite Phone Support

Our OnSite Phone Support is open 24/7 in English and is also open in French and Dutch during specific business hours. Here's a breakdown of our phone numbers and coverage by timezone and language so you can get the help you need!

• Toll-free: 866-932-1801
• Montréal: 514-907-1801
• Sydney: +61-2-8488-3146
• UK: +44-20-3695-9599
• Singapore: +65-3158-0466
• Belgium: +32-9-298-02-73
• Netherlands: +31 (0) 20 820 23 91

NOTE: Our OnSite Phone Support also has a callback option if you'd rather not hold.

 

OnSite Phone Support	Opening Hours
	(EST)	(PST)	(CEST)
English	24/7	24/7	24/7
French (Monday-Friday)	9:00 AM - 5:00 PM	6:00 AM - 2:00 PM	3:00 PM - 11:00 PM