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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 modeWhen simpler methods of discerning cause and effect don't yield results, it's time for more information. The Handpoint payment app makes it possible to enable Support Mode, which will help us help you more effectively. To enable Support Mode, use the following steps:
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:
1.After entering your passcode and logging into the app, swipe to the left to reach the menu.
2.Scroll down until you see the Support Mode option and disable it if it’s enabled.
Please note that because support mode essentially records everything, all functions may take a little longer.
Contacting Handpoint
If all else fails, get in touch with us. In order to assist you, we will need to see the following information sent with the support request.
- Serial number of device
- Company/merchant name
- Time and date of error
- Error/Issue description
- Type of operating system
- Error/issue logs
- Type of internet connection, if applicable
- Handpoint SDK version
- Type of Handpoint device
- What was happening when the error occurred?