There are multiple degrees of technical support in the support sector of any industry. These levels provide a hierarchy for companies to sort issues and make sure they are seen and handled by the appropriate staff.
Handpoint does not provide First Level support in most cases. Most merchants don't know anything about us beyond the name on their card reader, if applicable, and we're okay with that. We feel that it's much better if our partners have a closer relationship with their merchants, by being their go-to resource for helping them solve simple issues without having to pass the message down the chain to us.
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In this section, you can expect to find the tools to efficiently provide First Level support your merchants with their payment solution.
Your merchants will therefore have multiple resources to carry out self-help support, including the Card Reader User Guides and FAQs, as well as your knowledge and support for extra troubleshooting.
If, after all this, there are still some unresolved problems, then please contact your Handpoint Account Manager to escalate the support issue.
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Introduction to Support
First Level Support can be split into multiple tiers:
The simplest form, occupying the first tier, is basic getting started knowledge and support. This isn't so much troubleshooting as a thorough guide for setting up hardware and software. Merchants who need this kind of information shouldn't have to get in touch with a support tech.
The next tier, the second-highest on the Support tree, is occupied by Quick Fixes; problems that are common and crop up more frequently than others. At this level, it's necessary to provide trouble shooting step-by-step guides, but beyond pointing in the right direction, support request-response interactions should be minimal.
The third tier is a more specialized kind of help. When basic troubleshooting guides don't address specific problems, assistance and FAQs that are more specific to the problem and the steps that led up to it. While still considered First Level Support, these context-based issues require a slightly more technical approach to correct. Specific error messages make up this tier.
And finally, when all else fails, it may be necessary to contact Handpoint Support. Some issues can only be resolved from our end, and in those cases, we are happy to assist.
So, let's get started.
1) Getting Started
Setup and basic knowledge. This is the basic training section, knowledge that merchants can learn themselves. Handpoint provides card reader user guides and guide for our Handpoint mobile payment apps right here, as well as warranty information.Guide: Providing Support
1) Getting Started
When merchants sign-up for the Handpoint Payment Solution, you should equip them or direct them to the various user guides (for their specific card reader) and frequently asked questions. These could either by those already available on Handpoint's Help Center, or your own white-labelled versions. This ensures that they receive the fundamental knowledge about their solution which they can refer back to as self-help support when getting started and familiarising themselves with how it all works.
Guides:
Getting Started with the Handpoint AppsThese materials should be enough to get your merchants started using Handpoint products and solutions. The Card Reader User Manuals include step-by-step setting up instructions. The Handpoint App getting started guides have step-by-step instructions for connecting to bluetooth and other steps for utilizing our apps.The apps are designed to be user-friendly, as are our card readers, but it doesn't hurt to have the basics down.
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ImportantWhen sending a merchant a new card reader, be sure to let them know how important it is to maintain proper charge when in storage as well as in regular use. This is vital if the merchant doesn't intend to use the card reader right away. If the card reader isn't kept charged, and the battery drains completely, the stored encryption keys will be wiped thanks to a secure failsafe mechanism. This prevents fraud and theft Should this happen, the only solution is to return the card reader and order a replacement. This can cause quite a delay, so it's imperative that this doesn't happen. Refer to the card reader storage information pamphlet for more detailed instructions on storage of the card reader. |
mPOS App Log-in
When your merchants are signing up with their mPOS app (downloaded either from the Play Store or App Store), they will be asked to enter their email address. It is important that this is the same email address as the one they provided to you during the on-boarding process and therefore matches their account in the Terminal Management System (TMS). The merchant will then be automatically sent an email with a verification link, so they will need to check their inbox (or potentially their spam solder) and select this verification link. The mPOS app will prompt them to do this. After the verification link has been selected (and therefore their account has been verified), they can return to the mPOS app which will open up the main screen: the payment page.
If a merchant receives the message "email not unique" when attempting to use their email address in the mPOS app, please check the following:
1. The merchant is entering the email address correctly
2. The email address is not used by another merchant set up in the TMS
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Bluetooth Pairing with the HiLite Card Reader
Pairing should be easy with the HiLite card reader, but refer to these simple steps if you're not sure.
Is it possible to pair more than one phone with my card reader? It certainly is, but only one at a time. Each time you connect the card reader to a new device, you need to register it according to the POS app’s instructions.
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pair it.
Experiencing problems? Try the following (these steps follow part of the Quick Fixes in the below section):
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If using an iPhone, it may be necessary to first un-pair unpair the card reader with the previous phone before attempting to pair with another. This is a common issue that iPhone users run into, and it's not exclusive to our card readers.
2) Quick Fixes
“Have you tried turning it off and on again?”
The most common problems our customers encounter are, thankfully, simpler ones. Sometimes it would be more difficult to try and find the source of the problem than it would be to solve them using the following general fixes. In addition, helping Helping your merchants and customers learn to try these fixes before they call for support can cut down on total time spent dealing with support issues.
Try the simple solutions first:
If the above have been tried but does not resolve the issue, then please see below for how the merchant can carry out a Flash Reset.
Flash Reset
A A flash reset can also be thought of as a factory reset. If you are your merchant is encountering problems with your their card reader, a flash reset is a good go-to solution when re-using a device, when a device being used is showing any kind of processing error, repeating loop errors, or any other general malfunctions. The following steps for performing a flash reset are provided on our site, but for the sake of thoroughness, here are the steps to reset the flash memory:can also be found in the card reader user guides.
Performing a flash reset:
- Press C and ← (back button)
- Enter password: 746723 and press OK
- Scroll menu using ↓ (down arrow) to Config and press OK
- Select “RESET FLASH“ and press OK
- Scroll down to “Save and Reset“ and press OK
- The card reader should now restart
Remember: always check for software updates after a flash reset
An An update is necessary whenever you perform a flash reset or periodically with regular use. The card reader might need to fetch and apply a software update, a config update, or both. The update process depends on the POS software being used. For specific instructions, contact your provider. When an update has started, the card reader will show the status on its screen and may restart in some cases. In the case of an error, check both the internet connectivity and Bluetooth connectivity and try before trying again!.
3) Context-Based Issues:
It’s important to know:
Common Error Messages
Invalid BPK
Comm. ErrorThis error means that there was an error in communication between the card reader and the mPOS app. The cause can be simple. •Ensure that you are within bluetooth range •Frequently, trying to perform the operation that was being performed when the error message came up can work •Restarting the card reader sometimes solves the issue. If the error continues to be displayed after repeated tries, contact Handpoint |
Network Error/Send ErrorFrequently this error message means that the internet connection is inadequate or in some cases, Handpoint's Back end system or the systems it connects to is temporarily out of service. Most most likely, either the 3G connection is too weak or the merchant’s Wifi is not working properly. •Check internet settings •Otherwise, Contact Handpoint |
Processing ErrorAn unexpected error was encountered during transaction processing. •Please retry the operation •If the issue persists please contact support |
Device Not InitializedThe card reader didn't fetch its configuration settings during the initial setup, or there was an error registering the device in the Handpoint system. •Try updating the card reader •If the problem persists, contact Handpoint immediately to resolve this. |
Bad RequestThis is a response message from the processor/acquirer, and could have multiple causes. Your support resource will need to see the message log to determine the reason and best course of action. •Contact Handpoint and/or your processor |
4)
In-DepthSpecialist Support
Support Mode/Debug Mode
On Android:1.After entering your pass code and logging into the app, swipe to the left to reach the menu. 2.Scroll down to the Support Mode option and uncheck the box if it’s enabled. |
On iOS:1.After entering your pass code and logging into the app, swipe to the left to reach the menu. 2.Scroll down until you see the Support Mode option and disable it if it’s enabled. |
Contacting Handpoint
If all else fails, get in touch with us. In order to assist you, we will need to see the following information sent with the support request.
- Serial number of device
- Company/merchant name
- Time and date of error
- Error/Issue description
- Type of operating system
- Error/issue logs
- Type of internet connection, if applicable
- Handpoint SDK version
- Type of Handpoint device
- What was happening when the error occurred?