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How do I pair my card reader?

When using the HiLite, the pairing process should be possible through the POS app. If for some reason this doesn't work, you can also go through the device's settings and pair according to your device's individual specifications.

First of all, make sure that your computer, smart phone, or tablet's Bluetooth is turned on.

•  iPhone and iPad: 
  1. Open the settings app
  2. Choose the Bluetooth icon near the top of the list.
• Android smart phones and tablets:
  1. Open the settings app
  2. Choose the Bluetooth option under "Wireless & Networks"
• Windows: Assuming you have Bluetooth hardware on your computer:
  1. Open the control panel
  2. Go to "Devices and Printers." You'll see discoverable Bluetooth devices near you. 
  3. Click "Add a device"

This only applies to the HiLite as the HiPro doesn't have Bluetooth capabilities.

I can't get my card reader to pair. What do I do?

First, double check that the Bluetooth on your smart phone, tablet, or computer is enabled and make sure that the card reader is connected. If you are using an iPhone and wish to pair the card reader with a different phone, it may first be necessary to disable the device from your smart phone's Bluetooth device list before attempting to pair the card reader with another phone.

If for some reason the card reader is not showing up on the device list, restart the device and try again. If it still doesn't work for some reason, contact us.

My card reader has been paired successfully. What comes next?

Be sure to check out our HiLite and HiPro user guides for more information (basic steps for getting started are on page 7)

Can I use multiple phones with my card reader?

Yes you can. But every time you connect the card reader to a new device you need to register it according to the POS app instructions. As such, the card reader can only connect with one device at a time. If you are using an iPhone with your HiLite, it may be necessary to disconnect the device from the phone's Bluetooth device list before attempting to pair it with a new phone.

Do I need an internet connection to use the card reader?

Yes, you will need to connect to the internet through 3G or Wifi on your smartphone, computer or tablet for the card reader to process payments. The card reader sends the encrypted transaction to your smartphone via bluetooth, or in the case of the HiPro, the Lightning port, and the POS app forwards the transaction to the Handpoint gateway using 3G or Wifi.

What happens if my card reader’s battery becomes depleted?

I dropped my card reader/tried to open the casing and now it doesn't work.

Our card readers have a built-in security fail safe mechanism which wipes the stored encryption keys if it's tampered with. This provides an additional level of security in case someone tries to alter the hardware or functionality of the card reader for malicious purposes. For this reason, you really shouldn't attempt to open the card reader for any reason. If it isn't working, contact your vendor and order a replacement. The same goes for accidental damage. Our card readers are pretty tough and have been subjected to durability tests, but accidents do happen. In the event of accidental damage that is severe enough to cause the card reader to wipe the encryption keys, contact your provider to have a replacement sent.

What is covered under the warranty?

The HiLite’s limited warranty Please contact your hardware distributor for more information about your warranty - including the length of the warranty, what is covered, and steps you need to file a warranty claim.  Generally, Handpoint hardware may be covered by a limited warranty (as governed by local regulation) that covers product defects, but does not cover wear and tear, tampering, or improper battery management.

Our card readers come with a limited warranty which covers defects when used normally for a period of twelve (12) months after purchase. Wear and tear is not covered by the warranty. Any mishandling of or tampering with the device which either causes damage to the device or triggers the deletion of the encryption keys voids the warranty.

What barcode formats are supported by the scanner?

The scanner supports following barcode formats in different sizes: • UPC-A • UPC-E • UCC/EAN 128 • EAN/JAN-8 • EAN/JAN-13 • CODE 93 • CODE 39 • CODE 128 • Four segment Data Matrix 2D • Aztec Code • QR Code • MaxiCode • Interleaved 2 of 5

Will charging my HiPro with my iPhone inserted also charge the phone?

Yes, if the phone is fully inserted into the cradle, it will charge at the same time. In order to ensure that the card reader and the HiPro are both fully charged before use, it may be best to charge them separately.

I inserted my iPhone/iPod into the HiPro cradle and the card reader deactivated. What do I do?

This is likely because the HiPro needs to be charged. When inserting the iPhone/iPod it draws some amount of charge from the battery. If the battery reaches a certain level the HiPro turns itself off as a security measure to protect its keys. Simply recharge your HiPro and try again once the battery has been recharged.

Why is my card reader taking so long to respond/perform operations?

It’s possible that the card reader is in Support Mode. While in this mode, the card reader creates very thorough logs of every part of the process for the purpose of troubleshooting and error finding. Because of this, every operation takes longer than usual. The settings for this are determined by the mPOS app that you’re using, so if you encounter this issue and don’t know how to change to the correct settings, contact your card reader distributor.

What devices are compatible with the HiPro?

• iPhone 5

• 5s

• 5c

• iPhone SE

• iPod touch 5

My device isn't working. What can I do?

Whether your device is broken or it simply isn't functioning the way it's supposed to, and you can't find the solution here, contact your device/hardware vendor. If that's us, email our support team.

Learn more about our card readers here: www.handpoint.com/docs/basics/card-reader-basics