Go to Orders. You will see the order marked in:

To see the error logs, click on Details on the line of the impacted order

Then, click on Go to detail page

Now, scroll down to Operations to see the order logs.

Here, you will see why the order is not pushing to the POS.

If an order is successfully placed through orderBilly but does not appear in your Lightspeed K-Series POS, you may encounter the following error:

Business location is not configured for online orders

This means that your Lightspeed business location is currently not configured to accept online orders from external platforms such as orderBilly.

You can also identify these orders in the orderBilly Orders Overview. Orders that could not be delivered to Lightspeed are highlighted in red, making them easy to identify for further investigation.

The Orders Overview can be found here:
​https://my.orderbilly.com/orders

Lightspeed K-Series includes a setting that determines whether a business location can accept online orders.

If this setting is disabled, Lightspeed will automatically reject all incoming online orders, including those sent by orderBilly.

Once this setting has been been enabled, new orders placed through orderBilly will be accepted and sent to your Lightspeed POS.

Note: Orders that were rejected while this setting was disabled are not automatically resent to Lightspeed. You can always resend the order to Lightspeed manually from the orderBilly backoffice.

If you cannot find the Accept online orders setting in your Lightspeed Back Office, it is likely that Online Ordering has not yet been activated for your Lightspeed account.

In this case, please contact your Lightspeed Account Manager or Lightspeed Support and ask them to activate Online Ordering for your account.

Once Online Ordering has been enabled by Lightspeed, the Accept online orders setting will become available in your Back Office. You can then enable the setting to allow orderBilly to send orders to your Lightspeed POS.

If the setting is already enabled and orders are still not arriving in Lightspeed, please contact the orderBilly support team and include:

This information will help us investigate the issue more quickly.

If an order is successfully placed through orderBilly but doesn't appear in your Lightspeed K-Series POS, you may see the following error:

Order submission is temporarily unavailable, please retry later

This means Lightspeed couldn't accept new orders at the moment orderBilly tried to send yours.

Your customer's order is placed and confirmed. Only the delivery to your POS failed.

Lightspeed sometimes can't receive orders for a short while, for example during maintenance or a short outage, but also when the iPad is not correctly connected. orderBilly doesn't give up after the first try. If the first attempt fails, it automatically tries again 4 times: after 30 seconds, 1 minute, 5 minutes and 10 minutes. In most cases the order arrives in Lightspeed during one of these retries, without you having to do anything.

You only need to act if all retries have failed.

Good to know: In the meantime, make sure your kitchen or bar still sees the order. Check the Orders Overview for red orders, so no order gets missed during the outage.

If Lightspeed is available again and resending the order still fails, please contact the orderBilly support team and include:

This helps us investigate the issue more quickly.