mPOS Common Error messages

Thankfully your merchants will not face errors frequently. We have listed below the common error messages that could be displayed on the terminal or on the mPOS application as a guide to quickly provide support to your merchants.

A detailed guide to the messages that could appear in the HiLite card reader is included in the merchant's help centre.

Although the text of the screenshots might look different in your app, the suggestions are the same.

Communication Error / COMM ERROR

This means that there was an error in communication between the card reader and the mPOS app.

The app might request permission to turn on Bluetooth

suggestions:

Ensure that you are within Bluetooth range
Restarting the card reader
Disconnecting/reconnecting the Bluetooth connectivity
Remove the card reader from the saved Bluetooth devices and re-pair the device

Network Error/Send Error

Frequently, this means that the internet connection is not working properly or, in rarer cases, Handpoint's back-end system or the systems it connects to are temporarily out of service.

suggestions:

Check internet settings
Connect to a cellular hotspot point, rather than WiFi, to avoid firewalls
Restart the internet connectivity

Processing Error

An unexpected error was encountered during transaction processing.

suggestions:

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.

suggestions:

Try updating the card reader

Bad Request

This is a response message from the processor/acquirer, and could have multiple causes.

suggestions:

Please proceed escalate to Handpoint following the providing support guide (step 4)