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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 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 When Handpoint receives a card reader order, it will only be delivered the processed with next-day if delivery so long as the order was received before 13:00 GMT.
•If 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. 
  • Ensure that you are within Bluetooth range
  • 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 rarer cases, Handpoint's back-end system or the systems it connects to is temporarily out of service. 
  • Check internet settings
  • Restart the internet connectivity


Processing Error

An unexpected error was encountered during transaction processing.
  • 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.
  • 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.


4) Specialist Support

Contacting Handpoint

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

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