Troubleshooting

A booking stays pending or failed

The customer, bike and workorder are created in Lightspeed in the background. Pending for more than a few minutes usually means Lightspeed is slow or rate-limiting; it keeps retrying. Failed shows the error on the booking's page. The usual causes: the connection needs re-authorising (below), the location's booking status was deleted in Lightspeed (pick another under the location's settings), or an item a service was built from no longer exists (edit the service). Fix the cause and press Retry sending to Lightspeed; nothing already created is made twice.

Lightspeed needs reconnecting

Lightspeed can revoke access when its sign-in changes, when the authorising employee is removed, or on their side for no reason you'll see. The dashboard then shows a Reconnect notice, the connection's status reads "reauth required", and bookings wait as pending. An admin presses Reconnect under Settings and signs in to Lightspeed; everything waiting goes through after that.

A day shows as full

Check the location's daily limits, and remember that workorders created directly in Lightspeed that day count too (by their creation date). With booking by schedule on, a day is also full when no mechanic on shift has time for the services asked for: check their hours and days off on the Schedule page, and that their role takes work. Closed weekdays and dates never open.

A status, shop or employee is missing

bike.tools imports them when you connect and when you press Refresh from Lightspeed (on the dashboard and under Settings). Add it in Lightspeed, then refresh. A new status gets a stage guessed from its name, and so does one renamed in Lightspeed; one whose name hasn't changed keeps the stage you picked for it on the Statuses page.

The status page is behind

Workorders are polled from Lightspeed every five minutes, so a status changed in Lightspeed shows within that. Changes made through bike.tools (Receive, status buttons, approvals, cancellations) show at once. If a page is behind by more than that, check the connection's status under Settings.

The extension does not show up

1. At chrome://extensions, check it's on and shows no error. If it says the folder is missing, it was moved; load it unpacked again from where it is now.
2. Make sure you're on Lightspeed Retail (R-Series) itself, not its sign-in page, and on a workorder or customer: that's where the tools go. Check the tool isn't turned off for the shop (Settings → Lightspeed extension → Modules) or in this browser (the extension's options).
3. Reload the Lightspeed tab. Lightspeed navigates without reloading, and the extension re-attaches as pages change, but a fresh load clears anything odd.

The extension says to reconnect

It uses your bike.tools sign-in from the same Chrome. Open the shop sign-in in that Chrome and sign in (the popup's Sign in to bike.tools button goes there). If bike.tools shows you signed in but the extension doesn't, check that it has permission for bike.tools on its card at chrome://extensions, and that you didn't change the address in its options. A can't reach bike.tools panel means a network problem; it offers a retry.

The extension is on the wrong shop

It picks the bike.tools shop connected to the Lightspeed account on the page, and refuses any other account. If your Lightspeed account is connected to more than one of your shops, choose one in the extension's options (right-click its icon → Options). If it says the account isn't connected to a shop, connect it under that shop's Settings.

A tool says it needs an add-on

Quick Book, the Status button, Photos, Scan part and the serial reader come with add-ons (Photos, Scan part and the serial reader with the Phone tools). Without one, the tool stays off and says Needs … (or, for Quick Book, that it's an add-on), with a link to Add-ons. Once the owner turns it on, the extension picks it up within ten minutes, or at once when you reload Lightspeed.

No QR code on a printed tag

The code is added by the extension as Lightspeed opens the print, so print from a Chrome that has it, signed in to bike.tools. Check QR codes on printed tags is on under Settings → Lightspeed extension → Modules, and what each copy is set to get. The customer's copy only gets one with Status pages. If bike.tools can't be reached the page prints without a code after a moment, so try again once it's back.

The phone code does not work

A phone code works for 10 minutes, for one workorder, and stops when the card is closed or you press Done on the phone. Press New code on the card for another. The phone needs to be online, but no app or sign-in. A workorder holds up to 33 photos; delete some to add more.

Scan part finds nothing

The barcode is looked up in your Lightspeed items by UPC, then your own codes (custom SKU, manufacturer SKU). If nothing has it, the code goes into Lightspeed's item search so you can look further; add the barcode to the item in Lightspeed and it'll be found next time. If the phone won't read a code, use Read a photo of the code with the code flat, sharp and filling the photo, or type the number under the bars. After Redo the camera skips the code it just sent until it's out of view, so it isn't sent twice by accident: to add a second of the same part, move the phone away and back. If the page doesn't show a part you scanned, save the line you were editing and reload.

There is no Receive button

Receive only shows while a workorder is in an appointment status: one that shows customers as Booked, or the status a location makes bookings in. A bike already moved on has nothing to receive. If it never shows, check the mapping under Statuses, and that a received status is chosen under Receiving bikes.

You cannot sign in

• No code arrives: check spam for mail from no-reply@bike.tools, and that you typed the email your shop added. A code expires after 15 minutes; request a new one.
• Forgot your password: choose the reset link on the password step. The emailed code lets you set a new one.
• "Not on any shop": ask your shop's owner or an admin to add your email under Settings → Employees → Who can sign in, or create your own shop.
• Too many attempts: sign-in is rate limited per address. Wait fifteen minutes.

Your booking address will not verify

Check the records exactly as shown under Settings → Your own booking address, at the registrar that holds your domain's DNS. DNS changes can take up to an hour. On Cloudflare, set the CNAME to "DNS only" (grey cloud). Then press Check again.

The booking form is not showing

The form needs the Booking page add-on and a location taking bookings. The snippet has to be on the page with its data-shop value intact (some builders strip attributes; use their "custom HTML" block), where the form should appear. A site that blocks frames from other sites with its own security headers will need bike.tools allowed.

Bike search finds nothing

Bike search is free with the Booking page. It runs on Bike Archive and needs make, model and year words ("trek marlin 2022"). A bike it doesn't know can be typed in; the booking goes through the same. If search is missing altogether, Bike Archive is unavailable or rate limited and customers type their bike in until it's back.

Quick Book drafts the wrong thing

Quick Book only drafts; fix the draft before Create. If it keeps missing the same phrase, add it under Quick Book → Settings → Shop shorthand. Service names match by their first letters ("brake bleed" finds "Brake bleed (pair)"), so name services the way your writers say them. A customer it can't match is created new; pick the existing one in the draft instead.