Historique des pannes de Shopkeep

We are currently investigating an issue affecting merchants using Lightspeed Retail (S-Series) using BridgePay. A dedicated team is investigating the issue.

We are collaborating with BridgePay to resolve an issue that they have identified on their end.

BridgePay is still investigating the issue.

Our team is actively monitoring the situation and working closely with our partners to understand the scope and expected resolution timeline. We recognize how critical payment processing is to your business and sincerely appreciate your patience. VERY IMPORTANT: As a precautionary measure, BridgePay is advising that no further payment processing attempts are made while their system is unavailable. Consult their status page for the latest updates and information. If you would like to explore troubleshooting options or review available next steps, please contact our Support team at [email protected], or start a live chat directly from your Back Office by navigating to the “Support” tab. Our team will be happy to review your account to assist where possible. The S-Series Support Team is available 7 days a week 8am-11pm EST through chat on your Backoffice, Register app, and the Help Center. Additionally, Gift Card processing is currently down due to the Bridgepay issue. For the most up-to-date information, please refer to the status pages below: BridgePay Status Page: https://status.bridgepaynetwork.com/incidents/mgg52286dn24

This incident has been resolved.

Some ShopKeep users are reporting experiencing issues with syncing transaction data to the S-Series Backoffice. We are investigating the issue and its potential cause(s). Please subscribe to updates on this page for new information as we uncover it.

The BackOffice is currently experiencing degraded performance. We have identified the issue and we are working to resolve this as soon as possible. Please subscribe to this page for further status updates.

Lightspeed systems are currently experiencing intermittent issues related to an ongoing AWS service disruption. We’re working with AWS to restore service and are seeing partial service recovery. We continue to work on the issue and will post updates here. Thank you for your patience.

After a extended period of service recovery, we are again experiencing increased error rates in Lightspeed systems, related to the ongoing AWS service issue. Our engineers are continuing to work on the issue.

The BackOffice issue has been resolved and all ShopKeep customers should be able to access all BackOffice features as normal. We will continue monitoring performance until the full resolution has been confirmed.

This incident has been resolved.

Investigating - We are currently investigating an elevated number of errors affecting merchants using Lightspeed Retail. A dedicated team is investigating the issue.

We are continuing to investigate ongoing issues. Our upstream networking partner has confirmed issues in the US east region currently, which we suspect is the cause of our elevated error rates and latency for R-series and S-series. We've been informed that a fix is forthcoming.

Our upstream networking partner has confirmed a fix for the issues in US East. Our error rates and latency are returning to normal. We continue to monitor the results.

This incident has been resolved.

Some ShopKeep users are reporting experiencing issues with syncing transaction data to the S-Series Backoffice. We are investigating the issue and its potential cause(s). Please subscribe to updates on this page for new information as we uncover it.

The BackOffice is currently experiencing degraded performance. We have identified the issue and we are working to resolve this as soon as possible. Please subscribe to this page for further status updates.

The BackOffice issue has been resolved and all ShopKeep customers should be able to access all BackOffice features as normal. We will continue monitoring performance until the full resolution has been confirmed.

The resolution has been fully confirmed and BackOffice performance is back to normal.

Some Lightspeed S-Series accounts using the Ingenico ICMP, IPP320, and IPP350 are reporting an inability to connect hardware, impacting the ability to process credit card payments. We are investigating the issue and its potential cause(s). Please subscribe to updates on this page for new information as we uncover it.

We are continuing to investigate Lightspeed S-Series accounts using the Ingenico ICMP, IPP320, and IPP350 that are reporting an inability to connect hardware, impacting the ability to process credit card payments. Please subscribe to updates on this page for new information as we uncover it.

We have identified the issue impacting the connectivity of Ingenico IPP320 and IPP350 credit card readers and are working to resolve this as soon as possible. Please subscribe to this page for further status updates.

We’ve identified a temporary workaround for S‑Series merchants experiencing connectivity issues with Ingenico IPP320 and IPP350 card readers. A step‑by‑step email with instructions has been sent to all impacted accounts. You can also view these steps directly at (https://shopkeep-support.lightspeedhq.com/support/troubleshooting/workaround-ipp320-350-icmp-connection-issue) If you do not see an email addressing this workaround, please contact our Customer Support team at [email protected] or chat in directly from your S-Series Backoffice. Please note: This is not a permanent fix. Our engineering team is actively working on a long‑term resolution. Thank you for your patience and understanding.

A new release (S-Series Retail POS Version 9.0.0) is being prepared for merchants experiencing connectivity issues with Ingenico IPP320, IPP350, or ICMP card readers. To apply the update, you’ll first need to implement the existing workaround steps, which enable your credit card reader to connect to the Lightspeed S‑Series app. After that, the permanent update will automatically deploy and the terminal will reboot to apply changes. Workaround Step‑by‑step instructions are available here: [https://shopkeep-support.lightspeedhq.com/support/troubleshooting/workaround-ipp320-350-icmp-connection-issue]

We’re pleased to announce that Lightspeed’s S-Series Retail POS app (version 9.0.0) is now available in the Apple App Store. This update includes a permanent fix for merchants experiencing connectivity issues with Ingenico IPP320, IPP350, or ICMP card readers. To ensure a smooth update process, please follow the step-by-step instructions, which cover both the required workaround and how to install the new version of the Lightspeed S-Series app here: https://shopkeep-support.lightspeedhq.com/support/troubleshooting/workaround-ipp320-350-icmp-connection-issue

The connectivity issues affecting Ingenico IPP320, IPP350, and ICMP card readers in the Lightspeed S-Series Retail POS app have been fully resolved. Version 9.0.1 of the S-Series app, now available in the Apple App Store, includes a permanent fix for this issue. Merchants who update to this version should no longer experience connectivity issues. Please refer to the following guide for step-by-step instructions on updating the app and completing the process: https://shopkeep-support.lightspeedhq.com/support/troubleshooting/workaround-ipp320-350-icmp-connection-issue

We are currently investigating an issue affecting merchants using Lightspeed Retail. A dedicated team is investigating the issue.

We have identified the cause of the Lightspeed Payments issue and a dedicated team of engineers is working on a solution.

Merchants experiences issues can also process transactions in Standalone mode until the issue is resolved https://retail-support.lightspeedhq.com/hc/en-us/articles/27640682216731-Processing-payments-in-standalone-and-offline-mode

We have implemented a fix and will continue to monitor the situation.

This incident has been resolved.

Some ShopKeep users are reporting experiencing issues with syncing transaction data to the S-Series Backoffice. We are investigating the issue and its potential cause(s). Please subscribe to updates on this page for new information as we uncover it.

The BackOffice issue has been resolved and all ShopKeep customers should be able to sync data to the BackOffice as normal. We will continue monitoring performance until the full resolution has been confirmed.

The resolution has been fully confirmed and BackOffice performance is back to normal.

The Support page (support.shopkeep.com) is currently experiencing degraded performance. We have identified the issue and we are working to resolve this as soon as possible. Please subscribe to this page for further status updates.

This incident has been resolved.

iOS 17.1 is experiencing crash behavior. Please DO NOT update your iPad's iOS to 17.1. We are working on a fix.

We are continuing to investigate this issue.

We have released register app version 7.0.2 to fix crash issues caused by iOS 17.1. If you are affected by this issue, then please update your Lightspeed Retail POS (S) app to 7.0.2 in the iPad App Store ASAP.

Merchants processing using a Generation 1 or 2 Clover Mini may find themselves unable to complete a Tap NFC transaction in their iPad Register app. We have identified that the cause of this issue is related to a recent update of the Mini clover payments app that affects NFC only and we are working on a fix with Clover.

A fix has been implemented. Please update your S- Series app to 7.0.1

This incident has been resolved.

We have identified an issue with the item sync between Backoffice and eCommerce. The sync is delayed due to a backend system issue on our partner Ecwid's end. Therefore, any items created or updated in Backoffice may not appear in Ecommerce until later. We have contacted our Ecommerce partner Ecwid about this issue and they have escalated the issue to their developers to resolve and it is being worked on currently.

This incident has been resolved.

We have identified an issue with the item sync between Backoffice and eCommerce. The sync is delayed due to a system issue on our partner Ecwid's end. Therefore, any items created or updated in Backoffice may not appear in Ecommerce until much later. We have contacted our Ecommerce partner Ecwid about this issue and they have escalated the issue to their developers to resolve and it is being worked on currently.

This incident has been resolved.

An ongoing outage with Amazon Web Services is impacting performance on S-Series BackOffice and eCommerce. We are monitoring this outage and will provide updates when they become available.

This incident has been resolved.

The S-Series phone line is currently experiencing an outage. Please contact us using our online chat service via your register, BackOffice or support website - https://shopkeep-support.lightspeedhq.com/support/submit-a-case

This incident has been resolved.

Processing on the First Data Nashville and TSYS gateway are currently experiencing intermittent connectivity, meaning you may see issues processing credit card payments. We are working with the gateway to restore full service as soon as possible and will report back soon. Please subscribe to updates on this page for new information as we uncover it.

Discover Network is experiencing an outage that may be impacting the ability to process transactions for Discover, JCB, and Diners cards. Discover Network is working to restore service across multiple processors.

This incident has been resolved.

We have identified an issue with our Payment gateway which seems to have been a knock on effect from a Company called Cloudflare's outage. We are monitoring the situation and will update you as we have more information.

Please “Get Updates” from the register and process a transaction. A fix has been implemented and we are monitoring the results.

This incident has been resolved.

We are currently experiencing an outage with our Web Chat feature due to an issue identified with one of our partners. Once we are fully operational again we will keep you posted.

A fix has been implemented and we are monitoring the results.

This incident has been resolved.

Our payment gateway is currently experiencing intermittent connectivity, meaning you may see issues processing credit card payments. We are working with the gateway to restore full service as soon as possible and will report back soon. Please subscribe to updates on this page for new information as we uncover it.

This incident has been resolved.

One of our credit card processing gateway partners, FreedomPay, has identified an issue on their end with transaction latency and processing timeouts through First Data and AMEX Direct and are currently working towards a resolution. Merchants processing on this gateway may experience degraded performance when running AMEX cards during this time. To keep updated with their progress, please subscribe to this page.

This incident has been resolved.

One of our credit card processing gateway partners, Clover, has identified an issue on their end and are working towards a resolution. To keep updated with their progress please subscribe to this page.

A fix has been implemented and we are monitoring the results.

This incident has been resolved.