Important: Your Lightspeed eCom subscription includes priority support from the Lightspeed team. We encourage you to take full advantage of that benefit for anything not related to your Theme Settings.
Our support team is based in Central Standard Time and is available Monday to Friday 9am – 5pm.
Please keep in mind that we are a small, efficient team, and response times can vary based on ticket volume. In addition to our themes, we also support our clients in-store technology as well. Although we aim to respond to all tickets within 24 hours, please allow up to 1-2 business days.
Our Support includes the following:
- Helping to familiarize you with setting up theme features and configuring theme settings
- Fixing bugs or issues that are in new theme installs (stores that have used the Theme Editor will not be eligible)
- Providing updates to ensure your theme is compatible with new software versions
Our Support does not extend to:
- Troubleshooting Lightspeed administration or functionality native to the platform. These are better answered by Lightspeed support
- Any errors or functionality issues related to theme customizations or apps. We advise reverting these customizations back to the original theme or uninstalling the app
- Custom code or code modifications. Merchants who use the Theme Editor are ineligible for free support
- Helping to transfer code changes to a new version of the theme
- General theme customization and requests that require custom coding
- Adding new functionality or third-party plug-ins (including apps)
- Unlimited support questions. Although we rarely do, we also reserve the right to limit the number of support inquiries for a single theme purchase.
If you have any further questions or concerns about our support policy, feel free to submit a ticket.