Our eCom Support team is available to help you 24/7 and you can contact them in a few different ways:
NOTE: If you would like to increase your account limit (e.g. upgrade your subscription), please email your Sales Account manager or firstname.lastname@example.org. Alternatively, contact our eCom 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 eCom Help Center. This way, you'll be able to easily access all of your current and past cases from My tickets.
- From the eCom Help Center, click Sign in at the top-right.
- Click the option that applies to you:
- From the eCom Help Center, click Sign In at the top-right.
- Enter your email and password.
- Click Sign in.
Requests are essentially the equivalent to emailing our eCom Support team. You can submit one from the Retail Help Center and this will open a Zendesk case that will then be assigned to one of our Retail Support agents.
- From the Retail Help Center, click Submit a request from the top-right.
- From the drop-down, select Lightspeed eCom.
- Enter your email address and the subject of your request A list of suggested articles appears.
- If you've read the suggested articles and still need help, enter a clear and concise description of what you need help with.
- Enter your phone number and categorize your request to the best of your ability.
- Attach any helpful files (e.g. screenshots).
- Click Submit and a eCom Support agent will write back to you soon!
Callback requests are a way of waiting in the phone queue without having to hold. Once it's your turn, one of our eCom Support agents will simply call you back!
- From the eCom Help Center, click Submit a request from the top-right.
- In the right menu, click Request a callback.
- Enter your name, select your country code and enter your phone number.
- From the drop-down, select eCom.
- Click Call me back! and a eCom Support agent will call you back soon!
Our eCom Phone Support is open 24/7 in English and is also open in French, Dutch and German 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 eCom Phone Support also has a callback option if you'd rather not hold.
|eCom Phone Support||Opening Hours|
|French (Monday-Friday)||9:00 AM - 4:45 PM||6:00 AM - 1:45 PM||3:00 PM - 10:45 PM|
|Dutch (Monday-Friday)||3:00 AM - 11:00 AM||12:00 AM - 8:00 AM||9:00 AM - 5:00 PM|
|German (Monday-Friday)||3:00 AM - 11:00 AM||12:00 AM - 8:00 AM||9:00 AM - 5:00 PM|