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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.
Common Error Messages
Invalid BPK Critical error The card reader is in tamper mode Happens when. It's a security feature meant to protect the cardholder's sensitive data. It can happen if someone tries to open the case, but also if: ◦ it’s dropped◦someone tries to open the case ◦or the battery becomes depleted Needs to be returned to Unfortunately, the only way to resolve the Invalikd BPK error message is to return it to a secure facility and replacedreplace it. Refer |
Comm. Error•There This error means that there was an error in communication between the card reader and the mPOS app. The cause can be simple. •Ensure that you are within bluetooth range •Frequently, trying again worksto perform the operation that was being performed when the error message came up can work •Restarting the card reader sometimes solves it•If it still doesn’t work the issue. If the error continues to be displayed after repeated tries, contact Handpoint |
Network Error/Send Error•Frequently Frequently this error message means that the internet connection is inadequate •Either the 3G or in some cases, Handpoint's Back end system or the systems it connects to is temporarily out of service. Most most likely, either the 3G connection is too weak or the merchant’s Wifi is not working properly. •Check internet settings •Handpoint Back end system or the systems it connects to is temporarily out of service • •Otherwise, Contact Handpoint |
Processing Error•An An unexpected error was encountered during transaction processing. •Please retry the operation •If the issue persists please contact support |
Device Not Initialized•The The card reader has not fetched its config didn't fetch its configuration settings during the initial setup, •Or 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 This is a response message from the processor/acquirer •Contact Handpoint and/or your processor •Could , and could have multiple causes. Your support resource will need to see the message log to determine the reason and best course of action. •Contact Handpoint and/or your processor |
In-Depth
Support Mode/Debug Mode
When 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. If you are not using the Handpoint app, contact your provider to find out how to enable support mode/debug mode, or otherwise how to send logs to our support team.
To enable Support Mode, use the following steps:
On Android:1.After entering your passcode pass code 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 pass code 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?