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Because of this philosophy, we've created this entire section to assist you in better supporting your merchants when it comes to providing First Level Support. Included are the tools you need to teach your merchants how to be independent and self-reliant, but also comfortable asking for help if they still need it. (We're here, too, if you need us, and we're happy to help.)

Table of Contents

Introduction to Support

First Level Support can be split into multiple tiers of difficulty:

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If using an iPhone, it may be necessary to first un-pair the card reader with the 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?”

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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 restart in some cases. In the case of an error, check internet connectivity and Bluetooth connectivity and try again!

If all else fails contact Handpoint

3) Context-Based

It’s important to know:

•When Handpoint receives an order, it will only be delivered the next day if the order was received before 1:30pm GMT

•If a card reader is set up with a Merchant, who then changes their name, the device will need to be re-registered with Handpoint and updated in the Handpoint app settings.

Common Error Messages

Invalid BPK

Critical error

The card reader is in tamper mode. It's a security feature meant to protect the cardholder's sensitive data.

It can happen if someone tries to open the case, but also if:

◦ it’s dropped

◦or the battery becomes depleted

Unfortunately, the only way to resolve the Invalikd BPK error message is to return it to a secure facility and replace it.

Refer to the card reader storage pamphlet for info on how to prevent this

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 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 Error

Frequently 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 Error

An unexpected error was encountered during transaction processing.

•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 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

4) In-Depth

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: