Our eCom Support team is available to help you 24/7 and you can contact them in a few different ways:
- Submit a request (email)
- Request a callback
- Call our eCom Phone Support
If you're an Omnichannel merchant and the help you need is Retail or OnSite related, please see our Contact us article in the Retail Help Center or the OnSite Help Center.
NOTE: If you would like to increase your account limit (e.g. upgrade your subscription), please email your Sales Account manager or sales@lightspeedhq.com. 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.
Signing up
- From the eCom Help Center, click Sign in at the top-right.
- Click the option that applies to you:
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If you're new to Lightspeed eCom, click Sign up.
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If you've emailed our Support agents before, you're already registered and just need to get a password.
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Signing in
- From the eCom Help Center, click Sign In at the top-right.
- Enter your email and password.
- Click Sign in.
1. Submit a request (email)
Requests are essentially the equivalent to emailing our eCom Support team. You can submit one from the eCom Help Center and this will open a Zendesk case that will then be assigned to one of our eCom Support agents.
- From the eCom 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 Shop ID, 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!
2. 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 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!
3. Call our eCom Phone Support
Our eCom Phone Support is open 24/7 in English and is also open in French, Dutch and German during specific business hours. If our eCom Phone Support in French, Dutch or German is closed, your call will be automatically redirected to our English Support agents. Here's a breakdown of our phone numbers and coverage by timezone and language so you can get the help you need!
- North America (toll-free): 866-932-1801
- Quebec (toll-free): 855-300-7108
- Quebec (Montreal): +1-514-907-1801
- United Kingdom: +44 20 3695 9599
- Netherlands: +31 (0) 20 808 63 58
- Belgium: +32 9 298 02 73
- Sydney: +61 2 8488 3146
- Singapore: +65 3158 0466
- Other countries: +1-514-907-1801 or the phone number of the region closest to you.
NOTE: Our eCom Phone Support also has a callback option if you'd rather not hold.
| eCom Phone Support | Opening Hours | ||
| (EST) | (PST) | (CEST) | |
| English | 24/7 | 24/7 | 24/7 |
| 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 |