If you've received an email from Leat stating that a reward or voucher couldn't be redeemed in Lightspeed K-Series, there's no need to worry.
These emails are sent when Leat detects an issue while attempting to apply a reward at your POS. Depending on the type of issue, you may receive the notification immediately, after the same issue has occurred multiple times, or in some cases, no notification is sent at all.
This article explains:
Why you received the email
What each error means
How to resolve the issue
1. Discount not available on the POS
Error Code
DISCOUNT_NOT_AVAILABLE_ON_POS
Cause
The discount linked to your reward isn't available on the POS.
This usually happens because:
The discount is inactive.
The discount hasn't been synced.
The POS user doesn't have permission to use the discount.
Why did I receive this email?
This notification is sent as soon as Leat detects this configuration issue.
POS message
"This discount is not available on this till. Ask the manager to check the discount setup and your permissions."
How to fix it
Verify that the discount is active in Lightspeed.
Ensure the POS user has permission to use the discount.
Re-sync your discounts from the Leat integration.
Try redeeming the reward again.
2. No products linked to the reward
Error Code
NO_ITEMS_LINKED
Cause
None of the products linked to the reward are available at the current location.
Why did I receive this email?
This notification is sent as soon as Leat detects this configuration issue.
POS message
"No product is linked to this offer. Ask the manager to check its setup."
How to fix it
Link products that are sold at this location.
Or make the linked products available before redeeming the reward again.
3. Discount product not configured
Error Code
NEGATIVE_PRICE_ITEM_NOT_CONFIGURED
Cause
Your Lightspeed integration is configured to use negative-price items, but the required LEAT-DISCOUNT-ITEM hasn't been configured.
Why did I receive this email?
This notification is sent as soon as Leat detects this configuration issue.
POS message
"This till has no discount product configured. Ask the manager to finish the Leat setup."
How to fix it
Configure the LEAT-DISCOUNT-ITEM in your Lightspeed integration settings.
4. Discount amount is €0
Error Code
DISCOUNT_AMOUNT_ZERO
Cause
The calculated discount equals €0, so there is nothing to apply.
This can happen if:
The reward has no value.
The product is already free.
Another discount has already reduced the price to €0.
The order has already been fully paid.
The reward applies to a combo product where the price is stored on the parent item.
Why did I receive this email?
This notification is sent as soon as Leat detects this configuration issue.
POS message
"This discount comes to nothing on the current order, so it was not applied."
How to fix it
Check:
The reward value.
The price of the applicable product(s).
Whether another discount has already been applied.
5. Product couldn't be added to the order
Error Code
ITEM_COULD_NOT_BE_ADDED
Cause
The product that the reward applies to couldn't be added to the order.
This usually means the product doesn't exist in the catalogue for that location.
Why did I receive this email?
This notification is sent as soon as Leat detects this configuration issue.
POS message
"The product could not be added to the order. Add it by hand, then redeem again."
How to fix it
Re-sync your products.
Verify that the product exists in Lightspeed.
Confirm that the product is available at the current location.
6. Product not on the order
Error Code
ITEM_NOT_ON_ORDER
Cause
The reward can only be redeemed if a specific product is already on the order.
This commonly occurs with combo or sequence products that cannot be added automatically.
Why did I receive this email?
This notification is sent when the same issue occurs 5 times within a 7-day period, helping you identify recurring issues that may need attention.
POS message
"Add the product to the order first, then redeem again."
How to fix it
Ask the cashier to:
Add the required product to the order.
Redeem the reward afterwards.
7. Discount rejected by the POS
Error Code
DISCOUNT_REJECTED_BY_POS
Cause
Lightspeed rejected the discount.
This is most commonly related to:
Discount stacking rules.
POS user permissions.
Why did I receive this email?
This notification is sent when the same issue occurs 5 times within a 7-day period, helping you identify recurring issues that may need attention.
POS message
"The till refused this discount."
How to fix it
Review the message shown on the POS.
In most cases, the POS will explain why the discount was rejected.
8. Discount disappeared after being applied
Error Code
DISCOUNT_NOT_ON_ORDER_AFTER_APPLY
Cause
The discount appeared to be applied successfully but wasn't present on the final order.
Why did I receive this email?
This notification is sent when the same issue occurs 5 times within a 7-day period, helping you identify recurring issues that may need attention.
POS message
"The discount did not end up on the order. Nothing was deducted , try again."
How to fix it
Verify that:
The negative-price discount product is configured correctly.
The discount product is available at the affected location.
9. Order session expired
Error Code
SESSION_EXPIRED
Cause
The order remained open for too long before the reward was redeemed, causing the redemption session to expire.
Will I receive this email?
No.
This event is only logged internally so our Support team can see it if needed. It does not generate a notification email.
How to fix it
Complete or close the order sooner before redeeming rewards.
10. Unknown error
Error Code
UNKNOWN
Cause
Lightspeed rejected the discount, but the exact reason couldn't be identified.
Why did I receive this email?
This notification is sent when the same issue occurs 5 times within a 7-day period, helping you identify recurring issues that may need attention.
POS message
"The discount could not be applied. Nothing was deducted."
How to fix it
Please contact our Support team and include the POS error message shown in the notification email. This will help us investigate the issue more quickly.