Three problems cover almost every call. Start by working out which of the three you have.
1. The window says the till is not linked
The Badger window opens but refuses to work. Check in this order:
Is the Lightspeed business location linked to this Badger location? This is the most common cause. Without the link, the till credentials match no location and everything is refused.
Are the credentials entered on the till still valid? If someone has regenerated or revoked the password from the dashboard, the old one no longer works. The new ones have to be entered in your setup, and your Lightspeed menu synced to your tills.
Is it the right location? Credentials belong to one location. Those of another address are refused, even within the same business.
Has the location just been created? A brand-new location takes a moment to be ready. Try again a little later.
If the window shows a version message or refuses one particular action, reload it. If it carries on, contact us: the extension installed on that till probably needs updating.
2. A sale was cashed out and gave no points
Check in this order — the order matters, each point is more common than the next:
Are realtime notifications turned on for this business location? Without them, Lightspeed never tells Badger and no sale credits anything at all. See "2.10b.5 Turning on realtime notifications".
Was the customer identified on the sale, before payment? An identification made after payment comes too late: the sale has already gone.
Do your item rules exclude everything? If you are in "only a list" mode and the items sold are not on it, the sale is valid and gives nothing. See "2.10b.3 Which items give points at the till".
Is the sale really closed, paid and not cancelled? An order that is open, on hold or cancelled credits nothing.
Is the counted amount above zero? Once discounts are deducted and tips excluded, a sale can fall back to zero: it then gives neither points nor a visit.
A catch-up runs every night over the preceding days. A sale that was correct but not credited at the time is normally put right the next morning — there is no need to correct the balance by hand the same evening.
If nothing has moved by the next day, contact us with the sale number and its closing time. Those are the only two things we need in order to find it.
3. The location is blocked for billing
A blocked location no longer processes anything: the Badger window refuses operations, and sales cashed out during the block give no points.
These sales are not caught up afterwards. The nightly catch-up deliberately skips blocked locations. Once the situation is sorted out, points resume for new sales, but the blocked period stays without points.
Sort out the billing from your dashboard; unblocking is then automatic. See "2.9b Billing states: 'late' and blocked location".
In the meantime
If a customer is at the counter and nothing works, your employee can add the points by hand from the Badger window. See "2.3b Giving a reward and catching up missing points".
Do not do this the same evening for sales that look missing: if the nightly catch-up credits them afterwards, the customer gets the points twice. Wait until the next morning.