Launch Control FAQs

What is the maximum number of File Uploads/Sizes I can add in Launch Control?

You can upload up to 20 files, with a total allowed size (if you total all of the files) of 50 MB. Each file can be up to 10 MB. Supported File Types are .pdf, .doc, .png, .xls, .xlsx, CSV, and .jpeg.
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I uploaded a logo during setup, and now I want to change it. How do I do that?

The Client Success Manager can assist you update your logo anytime in Lighthouse Business Manager, in Location Overview.

How can I access SkyTab Business Intelligence (STBI) before my menu programming is complete?

STBI only works once your site goes live and processes data. You are allowed to access STBI once Menu Programming is complete.

Can I return to a Launch Control Task later if I need to exit?

You can exit the task at any point. If the setup is required, the task will remain in the Launch Control queue until complete.

How long does the Menu Build take to complete once submitted?

Once you submit your menu, we’ll email you when it's built. Most menu builds take about a week, but programming also works orders by install date so the Client Success Manager can provide guidance on the timeline.

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What do I do if my merchant refuses to upload a menu themself?

The Client Success Manager (CSM) will assist the merchant by changing the Launch Control feature to “optional.” The CSM can find this in Task/Decisions > Order Data > Launch Control button > Check off at top right > Menu data is optional > select Save. Capture notes as to why the merchant refused. Encourage them to complete the rest of Launch Control themselves.

What types of orders are going through the Launch Control Lighthouse Business Manager onboarding workflow, and which are excluded?

• Included: All Direct Sales Solution Specialists
• Excluded: *Partner orders, Software migrations, Enterprise, E2E, ownership changes, and add-on equipment to existing orders.
  *It will be released to Partners soon, on 9/23/24 (excluding Partner Programming and Install). Only S4 programming and S4 installed will be onboarded using Launch Control, Lighthouse Business Manager.
  

How does my merchant communicate via Launch control if they want to copy their menu from an existing SkyTab POS?

Most software migration programming still wants a customer-facing menu, even if we are using export or login credentials. The CSM can assist the merchant by changing the Launch Control feature to “optional.” The CSM can find this in Task/Decisions > Order Data > Launch Control button > Check off at top right > Menu data is optional > select Save. Encourage them to complete the rest of Launch Control themselves.
* DO NOT include the Toast credentials here. To communicate, please follow the steps from the CSM SOP > Backups and Exports Guide.

My merchant cannot find their Launch Control LBM URL email.

Visit the Resolve an Issue for a Merchant Who Can’t Find / Didn’t Receive a Welcome Email for Launch Control article for assistance.

My merchant is receiving an “invitation invalid/already used” message in the Launch Control LBM URL Welcome email.

CSM or MX should follow the instructions here Resolve an Invitation invalid or already used error message article.

My merchant's link to LBM is bad and is receiving a “site cannot be reached” error.

CSM should post in #decisions-pos-task-system-and-order-form channel the request to send the LBM URL welcome email.

What should I do if my merchant completed the Launch Control POS setup details but didn’t include all their menus?

There is no way to reopen the menu tile since the action was completed. The CSM should gather additional data from MX and upload it via Titan during the CSM approval stages. If this new menu data is shared with you after approval, you should follow the current steps, upload the menu in Titan, and create an #ops-escalation to the POS Programming team.

What do I do if my merchant’s email address is different from the email address in Titan? 

Use the multi-factor tool in Titan to work with the owner to update their email address in Titan. However, if this is strictly for the LBM registration link, and the merchant has access to the email address that was used in the application, they can still follow this article for the unique registration link and use a different email thereafter for their LBM account.

What do I do if my merchant needs to change their LBM password?

Visit the Forgot Password on Lighthouse Business Manager article on Zendesk for help resetting their password.

How do I help my merchant if they want their General Manager (GM) to complete the onboarding process?

Make sure to invite the GM in the first step of Launch Control (order contacts). If the MX skipped over this first step, visit the Lighthouse Profile & Settings article for adjusting the Business Settings and adding new users with permissions.

When creating contacts in LBM Launch Control, what are the role descriptions for Admin and Manager?

Visit the Lighthouse Profile & Settings article.

What happens if my merchant is placed on an Underwriting Hold or is Declined? How does the merchant get notified?

The CSM and SS receive email, but the merchant does not currently. The CSM/SS will need to contact the merchant to discuss this. 

What happens if my menu build section in LBM is not available for the MX?

The Menu presentation task completed in TASK by the programmer triggers LBM navigation unlocking. If you believe this trigger should have happened, the CSM should reach out to the team Lead to review it and work with Programming management to complete it.

How does my merchant migrate their existing Gift Card Program?

Launch Control currently does not support conversions of existing programs. Migrate merchant Gift Cards per your regular process. 

My merchant completed the Online Ordering setup Launch Control, but they say it is not working. How can I help?

After the Launch Control tile is complete, there is still work to be done to set up Online Ordering. CSM should communicate with the merchant that menu programming still needs to be completed to finish the remaining OLO set-up.

My merchant has uploaded logos in LBM. Do they still have to add new ones for Launch Control?

Yes, they must upload the files in Launch Control. Launch Control logos currently do not sync up with the other upload areas. Each upload area has different upload specifications, so work with the merchant to upload the logo using the best and easiest method possible.

What should I do if my merchant requires a new MID due to an incorrect initial MID setup?

The CSM should contact their team lead to discuss the details.

What do I do if my merchant requires a multi-MID setup for Menu?

The merchant will still be required to follow onboarding launch control steps through LBM, but when they reach the “upload your menu tile,” CSM can assist by changing the Launch Control feature to “optional.” The CSM can find this in Task/Decisions > Order Data > Launch Control button > Check off at top right > Menu data is optional > select Save. Encourage them to complete the rest of Launch Control themselves.

What do I do if my merchant requires a multi-MID setup for Lighthouse Business Manager (LBM) logins? Or if an MX has an existing LBM account with the same registration email address as the new MID. You will often see this with a Software Migration from Legacy POS or multi-MID locations with the same owner.

If the registration email is the same as the LBM on their first MID, an additional registration email won’t be sent for the new MIDs. The merchant will need to add the additional location to their existing LBM account. Be sure to provide them with the MID number, as they might not have it. Instruct MX to log into their first store’s LBM, and in the top right corner, select the person icon.

In the dropdown list, they should choose Locations > Add Location and enter the MID and the last four digits of the owner’s SSN.

Select the green "+" button to add.

What emails does my merchant receive throughout the onboarding process?

Review the following sheet for more information: Onboarding Email Communications and Triggers. This file should not be shared with the merchant.