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Thankfully your merchants will not face errors frequently. As a guide here are We have listed below the common error messages that could be displayed on the terminal or on the mPOS application .

Comm. Error

...

as a guide to quickly provide support to your merchants.

Although the text of the screenshots might look different in your app, the suggestions are the same.

Communication Error / COMM ERROR

This means that there was an error in communication between the card reader and the mPOS app. 

The app might request permission to turn on Bluetooth

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suggestions:

  • Ensure that you are within Bluetooth range

  • Restarting the card reader

  • Disconnecting/reconnecting the Bluetooth 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. 

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  • re-pair the device

Network Error/Send Error

Frequently, this

error message

means that the internet connection is not working properly

/inadequate

or, in rarer cases, Handpoint's back-end system or the systems it connects to are temporarily out of service. 

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suggestions:

  • Check internet settings

  • Connect to a cellular hotspot point, rather than WiFi, to avoid firewalls

  • Restart the internet connectivity

Processing Error

An unexpected error was encountered during transaction processing.

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suggestions:

  • Please retry the operation

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.

suggestions:

  • Try updating the card reader

Bad Request

This is a response message from the processor/acquirer, and could have multiple causes

, therefore please proceed to step 4 for Specialist Support.

.

suggestions:

  • Please proceed escalate to Handpoint following the providing support guide (step 4)