Guide: Providing Support

There are multiple degrees of technical support in the support sector of any industry. These levels provide a hierarchy for companies to sort issues and make sure they are seen and handled by the appropriate staff.

Handpoint does not provide First Level support in most cases. Most merchants don't know anything about us beyond the name on their card reader, if applicable, and we're okay with that. We feel that it's much better if our partners have a closer relationship with their merchants, by being their go-to resource for helping them solve simple issues without having to pass the message down the chain to us.

Because of this, we've created this entire section to assist you in better supporting your merchants when it comes to providing First Level Support. Included are the tools you need to teach your merchants how to be independent and self-reliant while making sure that they are comfortable asking for help if they still need it. (We're here, too, if you need us, and we're happy to help.)

Introduction to Support

First Level Support can be split into multiple tiers:

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 shouldn't have to get in touch with a support tech.

The next tier, the second-highest on the Support tree, is occupied by Quick Fixes; problems that are common and crop up more frequently than others. At this level, it's necessary to provide trouble shooting step-by-step guides, but beyond pointing in the right direction, support request-response interactions should be minimal.

The third tier is a more specialized kind of help. When basic troubleshooting guides don't address specific problems, assistance and FAQs that are more specific to the problem and the steps that led up to it. While still considered First Level Support, these context-based issues require a slightly more technical approach to correct. Specific error messages make up this tier.

And finally, when all else fails, it may be necessary to contact Handpoint Support. Some issues can only be resolved from our end, and in those cases, we are happy to assist.

So, let's get started.

1) Getting Started

Setup and basic knowledge. This is the basic training section, knowledge that merchants can learn themselves. Handpoint provides card reader user guides and guide for our Handpoint mobile payment apps right here, as well as warranty information.

Guides:

Card Reader User Manuals

Handpoint App Troubleshooting

Getting Started with the Handpoint Apps

These materials should be enough to get your merchants started using Handpoint products and solutions. The Card Reader User Manuals include step-by-step setting up instructions. The Handpoint App getting started guides have step-by-step instructions for connecting to bluetooth and other steps for utilizing our apps.The apps are designed to be user-friendly, as are our card readers, but it doesn't hurt to have the basics down.

Important

When sending a merchant a new card reader, be sure to let them know how important it is to maintain proper charge when in storage as well as in regular use. This is vital if the merchant doesn't intend to use the card reader right away.

If the card reader isn't kept charged, and the battery drains completely, the stored encryption keys will be wiped thanks to a secure failsafe mechanism. This prevents fraud and theft

Should this happen, the only solution is to return the card reader and order a replacement. This can cause quite a hassel, so it's imperative that this doesn't happen. Refer to the card reader storage information pamphlet for more detailed instructions on storage of the card reader.

Device Pairing

Pairing should be easy with the HiLite, but refer to these simple steps if you're not sure.

1. First, though it may seem obvious, don't forget to make sure that Bluetooth is enabled.

2. After that, pairing is as simple as connecting through the Handpoint App or through the device’s settings

Is it possible to pair more than one phone with my card reader? It certainly is, but one at a time. Each time you connect the card reader to a new device you need to register it according to the POS app’s instructions.

Problems?

•Restart the mobile device and the card reader.

•Pair through the device settings instead of the app

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.

2) Quick Fixes

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

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 would be to solve them using 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:

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:

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

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

3) 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. 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

◦or the battery becomes depleted

Unfortunately, the only way to resolve the Invalikd BPK error message is to return it to a secure facility and replace it.

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

Comm. Error

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 to perform the operation that was being performed when the error message came up can work

•Restarting the card reader sometimes solves the issue.

If the error continues to be displayed after repeated tries, contact Handpoint

Network Error/Send Error

Frequently this error message means that the internet connection is inadequate 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

•Otherwise, 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 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

•If the problem persists, contact Handpoint immediately to resolve this.

Bad Request

This is a response message from the processor/acquirer, 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

4) 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 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 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.

5) 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?