It can be hard to explain how Lightning works to someone who is new to bitcoin, because it requires a basic understanding of how payment channels and UTXOs work. Customers who come from out-of-state with apps like Strike (not available in New York) have an easier time making Lightning payments, because they are getting something that's more of a Venmo-like experience.

To set up your own self-custodial Lightning wallet on something like Zeus or Phoenix, you have to have some bitcoin on-chain that you can use to open a channel. People get confused why they have to make an initial transaction to send or receive sats on Lightning. This is also why we host monthly Lightning meetups, because there is a lot of education to be done.