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

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The simplest form, occupying the first tier, is basic getting started knowledge and support. This isn't so much troubleshooting as a thorough guide for setting up hardware and software. Merchants who need this kind of information can be provided it without having to get in touch with a support tech.

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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.

Quick Fixes

“Have you tried turning it off and on again?”

Many customers:

1.Call too soon

2.Are experiencing problems that can be solved with simple, general fixes

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The most common problems our customers encounter are, thankfully, simpler ones. Sometimes it would be more difficult to try and find the source of the problem than it is to fix them using any of the following general fixes. In addition, helping your merchants and customers learn to try these fixes before they call for support can cut down on total time spent dealing with support issues.

Try the simple solutions first:

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Flash Reset

A flash reset can also be thought of as a factory reset. If you are encountering problems with your card reader, a flash reset is a good go-to solution when re-using a device, when a device being used is showing any kind of processing error, repeating loop errors, or any other general malfunctions. The following steps for performing a flash reset are provided on our site, but for the sake of thoroughness, here are the steps to reset the flash memory:

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Performing a flash reset:

Press C and ← (back button)
Enter password: 746723 and press OK
Scroll menu using ↓ (down arrow) to Config and press OK
Select “RESET FLASH“ and press OK
Scroll down to “Save and Reset“ and press OK
The card reader should now restart

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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

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.

Error Messages

Invalid BPK

Critical error

The card reader is in tamper mode

Happens when:

◦ it’s dropped

◦someone tries to open the case

◦or the battery becomes depleted

Needs to be returned to secure facility and replaced

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

Comm. Error

•There was an error in communication between the card reader and the mPOS app

•Ensure that you are within bluetooth range

•Frequently, trying again works

•Restarting the card reader sometimes solves it

•If it still doesn’t work after repeated tries, contact Handpoint

Network Error/Send Error

•Frequently means that the internet connection is inadequate

•Either the 3G is too weak or the merchant’s Wifi is not working

•Check internet settings

•Handpoint Back end system or the systems it connects to is temporarily out of service

• 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 has not fetched its config 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

•A response from the processor/acquirer

•Contact Handpoint and/or your processor

•Could have multiple causes. Your support resource will need to see the message log to determine the reason and best course of action.

In-Depth

•When using the Handpoint app and encountering problems,

•We need the message logs to provide assistance.

•This is how to start gathering the logs using the app’s support mode:

On Android:

1.After entering your passcode 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: