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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 thisfollowing the guided steps, there are still some unresolved problems, then please contact your Handpoint Account Manager to escalate the support issue. 

...


Remember: always check for software updates after a flash reset

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 the case of an error, check both the internet and Bluetooth connectivity before trying again.

3) Context-Based Issues:

It’s important to know:

•When Handpoint receives a card reader order, it will only be delivered the next day if the order was received before 13:00 GMT
•If a card reader is set up with a merchant who then changes their name or email address, their account will need to be updated in Handpoint's Terminal Management System (TMS).
 
Common Error Messages

Please find below the most common error messages: 

Comm. Error

This error means that there was an error in communication between the card reader and the mPOS app. The cause can be simple.•Ensure  
  • Ensure that you are within
bluetooth
  • 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
  • Restarting the card reader
  • Disconnecting/reconnecting the Blutetooth connectivity
  • Remove the card reader from the saved Bluetooth devices and repairing

If you are unsure how to carry out the above steps, please see further details here. 


Network Error/Send Error

Frequently, this error message means that the internet connection is not working properly/inadequate or, in some rarer cases, Handpoint's Back 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
 
  • Check internet settings
  • Restart the internet connectivity


Processing Error

An unexpected error was encountered during transaction processing.•Please
  • Please retry the operation
•If the issue persists please contact support


Device Not Initialized

The 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
  • Try updating the card reader
•If the problem persists, contact Handpoint immediately to resolve this.


Bad Request

This 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, therefore please proceed to step 4 for Specialist Support.


4) Specialist Support

Support Mode/Debug Mode
When simpler methods of discerning cause and effect don't yield results, it's time for more information. The Handpoint payment app makes it possible to enable Support Mode, which will help us help you more effectively. If you are not using the Handpoint app, contact your provider to find out how to enable support mode/debug mode, or otherwise how to send logs to our support team.
To enable Support Mode, use the following steps:
 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.
 
Please note that because support mode essentially records everything, all functions may take a little longer.
Contacting Handpoint
If all else fails, get in touch with us. In order to assist you, we will need to
Contacting Handpoint

If the above steps or the guides do not resolve the problem, then Handpoint is here to support you. In order to assist you, please get in touch with as much detail about the problem as possible. We will need to please see the following information sent with the your support request.

  • Serial number of the device(s)
  • Company/merchant name
  • Time and date of error
  • Error/Issue description
  • Type of operating system Error/issue logsof the phone/tablet/computer (if applicable)
  • Type of internet connection , (if applicable)
  • Handpoint SDK version Type of Handpoint device(if using an integrated point of sale solution)
  • What was happening when the error occurred?