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Frequently Asked Questions

Account Management

• What are the password requirements?

  Your password length must be between 8 and 20 characters and include 3 of the following criteria:

  • Upper case letters
  • Lower case letters
  • Numbers
  • Special characters
• What do I do if my activation link expired?

  On the Customer Portal login page, click the Forgot Password link and provide your User ID and email address. A reset password email with a new link will be sent to you. If you do not remember your User ID or the email address associated with your account, please email ar@lsm.org.

Invoices

• How do I view and print my invoices?

  Under the Views menu on the left side of the page, click Invoice History. Set the "Invoice Date From" and "Thru" fields to the desired range of dates, then click the Apply Filter button. This will show you all invoices dated May 18, 2021 and later within your date range.

• Why do I not see any invoices?

  Under the Views menu on the left side of the page in the Invoice History section, your invoices will not appear until you click the Apply Filter button.

  If you are looking for an invoice for a recent purchase, please check again at a later time, as the invoice may not have yet posted to your account.

  If you are looking for an invoice dated prior to May 18, 2021 or still do not see the invoice you are looking for, please send an email to ar@lsm.org with your full name, customer ID (if known), and invoice number or description of the purchased items.

Payments

• How do I pay my invoices?

  Please see page 2 of the Customer Portal Guide for detailed instructions on how to pay your invoices.

  If you would like to first save a credit or debit card on your account to make the payment process easier, please follow the instructions beginning on page 4 of the guide.

• Why am I seeing more invoices than I owe or that I already paid?

  The Invoice History section under the Views menu on the left side of the page will show all open (unpaid) and closed (paid) invoices for the specified time range in the filter. The Invoice Payment section under the Order menu will show only the open (unpaid) invoices that have been posted to your account.

• Why do I not see the invoices I need to pay?

  If you cannot see the invoice(s) you are looking for in the Invoice Payment section under the Order menu, first try clicking the Refresh button at the top.

  If you are looking for an invoice for a recent purchase or if you recently set up your Customer Portal account, please check again at a later time, as the invoice may not have yet posted to your account.

  If you still do not see the invoice you are looking for, please send an email to ar@lsm.org with your full name, customer ID (if known), and invoice number or description of the purchased items.

• Why can I not select and pay my invoices?

  The Invoice History section under the Views menu on the left side of the page will only allow you to view and print your invoices. You must use the Invoice Payment section under the Order menu to pay your open (unpaid) invoices. (See the How do I pay my invoices? section for further instructions.)

• Why is the Payment Amount field not totaling automatically?

  Your first step should be to select Credit Card in the Payment Method dropdown. Then as you select multiple invoices, the total in the Payment Amount field will automatically update. If you performed another action before using the Payment Method dropdown, click Refresh at the top to reset the page.

• Can I specify an amount to pay?

  Yes, as long as the amount you are paying is not more than the total of all your open (unpaid) invoices. First enter the amount you would like to pay in the Payment Amount field.

  If you would like the system to automatically apply the payment amount, select Credit Card in the Payment Method dropdown and then click Auto Apply at the top. When your payment is set, click Continue at the top. (See the How do I pay my invoices? section for further instructions.)

  If you would like to manually assign the payment amount to specific invoices, input the amount you would like to apply in the Payment box to the right of each invoice. Then select Credit Card in the Payment Method dropdown. When your payment is set, click Continue at the top. (See the How do I pay my invoices? section for further instructions.)

• How do I save a card on my account?

  Please see page 4 of the Customer Portal Guide for detailed instructions on how to save a card on your account.

• Will my invoices be paid automatically after I save a card on my account?

  No. Unfortunately, there is no auto-pay option available at this time. Saving a card on your account will make the payment process easier and faster. However, you must initiate the payment process each time you would like an invoice to be paid.

• Can I pay with a debit card?

  Yes. The system will accept and process debit cards.

• Can I pay with a non-US credit card?

  Yes, but payments will only be accepted in US Dollars. You may want to check with your credit card company to see if additional currency exchange fees will be incurred.

• Can I save and pay with a bank account on the Customer Portal?

  No. You can only save and pay with a credit or debit card on the Customer Portal.