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FAQ - Frequent Asked Questions
How do I connect the card reader to the phone/tablet?
Pairing should be easy with the HiLite card reader, however the steps below are a good reference.
First, though it may seem obvious, don't forget to make sure that Bluetooth is enabled on the device.
Enable location permissions for the app if prompted. Detailed instructions are here.
After that, Bluetooth pairing is simply carried out through the Handpoint Payments mPOS App or through the device settings.
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 pair it.
Can we exchange readers between merchants?
Certainly. It is advisable to do a flash reset after assigning the reader to the new merchant in Handpoint’s Portal TMS.
If a card reader is set up with a merchant who then changes their name or email address, their merchant account needs to be updated in Handpoint's Portal TMS.
Experiencing problems with iPhone or iPads?
It may be necessary to first unpair the card reader with the previous phone before attempting to pair it with another. This is a common issue that iPhone/iPad users run into, and it's not exclusive to our card readers.
Other advice to troubleshoot is included in the Quick Fixes section, such as:
Restart the mpos Payments app on the phone / tablet and the card reader
Check the network connection, restart if necessary. Be aware that Firewalls might prevent the solution from working correctly.
mPOS: Disconnect and reconnect the Bluetooth connection
mPOS: Restart the phone / tablet running the Handpoint Payments mPOS app.
Perform a Flash reset of the HiLite card reader.
Pair the card reader via BT through the device settings instead of through the mpos app.
Possible errors
Thankfully your merchants will not face errors frequently. We have listed below the common error messages that could be displayed on the terminal or on the mPOS application as a guide to quickly provide support to your merchants.
A detailed guide to the messages that could appear in the HiLite card reader is included in the merchant's help centre.
Although the text of the screenshots might look different in your app, the suggestions are the same.
Communication Error / COMM ERRORThis 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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Network Error/Send ErrorFrequently, this means that the internet connection is not working properly or, in rarer cases, Handpoint's back-end system or the systems it connects to are temporarily out of service. |
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Processing ErrorAn unexpected error was encountered during transaction processing. |
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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. | suggestions:
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Bad RequestThis is a response message from the processor/acquirer, and could have multiple causes. | suggestions:
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System Error! Invalid KeysThis is a message that may appear on the device screen. This is because the device has been dropped or has been turned off for a long time. | suggestions:
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