How to check this step by step
To find the cause of an order that isn't printing, work through the steps below in order. This will quickly tell you whether the issue lies with OrderBilly, or further down the line with Lightspeed.
Step 1: Has the order been paid?
Check whether the order can be found in OrderBilly. An order that hasn't been paid can never end up in OrderBilly — the system only processes paid orders. So if the order is visible in OrderBilly, payment is confirmed to be in order.
Go to the OrderBilly backoffice at Orders and search for the right order.
This can additionally be confirmed via the operations information at the bottom of the order in OrderBilly.
Step 2: Was the order correctly forwarded to the POS?
Once an order is paid, OrderBilly automatically forwards it to the till (Lightspeed). You can verify this happened correctly by checking whether the order appears under receipts in Lightspeed.
Go to the Lightspeed Backoffice to Reports > Receipts and search for the right order.
If it's there, it was received correctly by the POS.
Step 3: OrderBilly's role ends here
This is where OrderBilly's task ends. Once an order has arrived correctly at the receipts in Lightspeed, OrderBilly no longer has any influence over what happens to the order afterward. Any print issues that occur from this point on are therefore always located within Lightspeed itself, not with OrderBilly.
Where to look if the order does appear in the receipts but still doesn't print
If both previous steps check out (order paid + order visible in the receipts), but the order still doesn't print, the cause almost always lies with Lightspeed's configuration. Be sure to check the following:
Print templates — is the correct template set up and linked correctly?
Printers — is the printer configured correctly, online, and reachable?
Devices — is the correct device linked to the correct printer and the correct template?
⚠️ Important: on a Lightspeed L-series, an iPad must always be powered on for orders to be received correctly. If the iPad is not on, the order can still be forwarded to the till, but it will not be printed.
Example: in the case above, the order was paid correctly, registered in OrderBilly, and forwarded to the POS, yet no ticket was printed from Lightspeed.
Why is that? None of the Lightspeed iPads were switched on, so there was nothing to print the ticket.
Summary
Step | Where to check | What this confirms |
1. Payment | OrderBilly (order present + operations info) | Order has been paid |
2. Received by till | Lightspeed – receipts | Order was correctly forwarded |
3. Print issue | Lightspeed – print templates, printers, devices | Cause lies with Lightspeed configuration |
Conclusion: when an order has been paid and does appear in the receipts in Lightspeed, but doesn't print, the cause is not with OrderBilly. The issue should then be looked for in Lightspeed's own print configuration (templates, printers, or devices).