Tally

When something isn’t working

Not listed here? Email support@backspinlabs.com with what you see, or check the status page.

The sign-in code didn’t come, or didn’t work

  • Check spam, and search your inbox for “Tally.”
  • Use the address your shop added on the Team page. A typo shows no error.
  • Codes expire after 10 minutes, and only the newest one works.
  • Too many wrong tries stop the code, and can pause sign-in for a while. Ask for a new one.

The code comes from an address ending in @backspinlabs.com. Add it to your contacts, and email us if codes still don’t come.

Tally doesn’t show up in my chat

  • Start a new chat.
  • In Claude, click +, then Connectors, and switch Tally on. In ChatGPT, type @ and pick Tally.
  • On your phone, add the connector on a computer first. ChatGPT adds it on the web only.
  • On a business plan, your workspace admin may need to allow it. See the Claude or ChatGPT guide.

The assistant says Tally “needs authentication”

Its sign-in ended. It went unused for a while, someone signed it out on Connections, the connector was added again, or you were removed from the team.

In the assistant’s connector settings, find Tally and click Connect or Reconnect. If you were removed, ask your shop owner to add you back.

A number doesn’t match my report

Tally counts sales the way Lightspeed’s Sales report does. Line up the same settings:

  • Net of tax.
  • Completed sales only. No open quotes, unpaid layaways, or voids.
  • Same dates and time zone. See time zones.
  • Same stores.
  • Inside your history window. Older dates give a partial answer, and it says so.

Still off? Email us the question and the report. A mismatch is a bug.

What we have checked. In October 2026, on one shop’s data, we compared each store’s September net sales, cost, gross profit, margin, and discounts with Lightspeed’s Sales Totals report. Profit came within 16 cents; discounts and sale counts matched exactly. Inventory value on October 3 came within 0.05% per store of the Inventory Assets report. Lightspeed’s separate Refunds report hasn’t been compared yet.

“Yesterday” or “this week” looks off by a day

Dates follow the shop’s time zone under Settings → Shop. If it’s wrong, late sales land on the wrong day. The owner or an admin can fix it. Weeks start on Monday.

With stores in different time zones, “today,” end-of-day payments, and sales tax use each store’s own clock.

It only goes back 60 days

Tally keeps 60 days of sales by default. To keep more:

  1. The shop owner opens Settings.
  2. Under Sales history, pick 1, 2, 3, or 5 years.
  3. Read the permission text, tick the box, and click Save settings.

The next refresh fills in older sales, which can take a few hours. Untick the box to go back to 60 days: the extra history leaves our live database when you save, and encrypted backups keep it up to about seven months.

It won’t show costs or customer names

Those are per-person switches. Ask your owner or an admin to turn yours on, on the Team page.

If nobody sees costs, the Lightspeed account used to connect may lack cost access. Reconnect with one that has it.

The data looks out of date

Sales, stock, and work orders are about a minute or two behind while your stores are open. Everything else is refreshed about every 15 minutes. Answers say how fresh the numbers are, and if a copy is more than a day old, every answer says so.

If it’s hours old, check the status page and the Overview page. A red “Needs sign-in” means Lightspeed wants someone to reconnect, which takes a minute.