In this section, you can expect to find the tools to efficiently provide First Level support your merchants with their payment solution.
Your merchants will therefore have multiple resources to carry out self-help support, including the Card Reader User Guides and FAQs, as well as your knowledge and support for extra troubleshooting.
If, after following the guided steps, there are still some unresolved problems, then please contact your Handpoint Account Manager to escalate the support issue.
Introduction to Support
First Level Support can be split into multiple tiers:
1) Getting Started
When merchants sign-up for the Handpoint Payment Solution, you should equip them or direct them to the various user guides (for their specific card reader) and frequently asked questions. These could either by those already available on Handpoint's Help Center, or your own white-labelled versions. This ensures that they receive the fundamental knowledge about their solution which they can refer back to as self-help support when getting started and familiarising themselves with how it all works.
Guides:
Getting Started with the Handpoint mPOS app
mPOS App Log-in
When your merchants are signing up with their mPOS app (downloaded either from the Play Store or App Store), they will be asked to enter their email address. It is important that this is the same email address as the one they provided to you during the on-boarding process and therefore matches their account in the Terminal Management System (TMS). The merchant will then be automatically sent an email with a verification link, so they will need to check their inbox (or potentially their spam solder) and select this verification link. The mPOS app will prompt them to do this. After the verification link has been selected (and therefore their account has been verified), they can return to the mPOS app which will open up the main screen: the payment page.
If a merchant receives the message "email not unique" when attempting to use their email address in the mPOS app, please check the following:
1. The merchant is entering the email address correctly
2. The email address is not used by another merchant set up in the TMS
Bluetooth Pairing with the HiLite Card Reader
Pairing should be easy with the HiLite card reader, but refer to these simple steps if you're not sure.
Is it possible to pair more than one phone with my card reader? It certainly is, but only one at a time. Each time you connect the card reader to a new device, you need to pair it.
Experiencing problems? Try the following (these steps follow part of the Quick Fixes in the below section):
If using an iPhone, it may be necessary to first unpair the card reader with the previous 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
The most common problems our customers encounter are, thankfully, simpler ones. 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:
If the above have been tried but does not resolve the issue, then please see below for how the merchant can carry out a Flash Reset.
Flash Reset
A flash reset can also be thought of as a factory reset. If your merchant is encountering problems with their 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 can also be found in the card reader user guides.
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 may restart. In the case of an error, check both the internet and Bluetooth connectivity before trying again.
3) Context-Based Issues:
It’s important to know:
Common Error Messages
Please find below the most common error messages:
Comm. ErrorThis error means that there was an error in communication between the card reader and the mPOS app.
If you are unsure how to carry out the above steps, please see further details here. |
Network Error/Send ErrorFrequently, this error message means that the internet connection is not working properly/inadequate or, in rarer cases, Handpoint's back-end system or the systems it connects to is temporarily out of service.
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Processing ErrorAn unexpected error was encountered during transaction processing.
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Device Not InitializedThe card reader didn't fetch its configuration settings during the initial setup, or there was an error registering the device in the Handpoint system.
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Bad RequestThis is a response message from the processor/acquirer, and could have multiple causes, therefore please proceed to step 4 for Specialist Support. |
4) Specialist Support
Contacting Handpoint
If the above steps or the guides do not resolve the problem, then Handpoint is here to support you. In order to assist you, please get in touch with as much detail about the problem as possible. We will need to please see the following information sent with your support request.
- Serial number of the device(s)
- Company/merchant name
- Time and date of error
- Error/Issue description
- Type of operating system of the phone/tablet/computer (if applicable)
- Type of internet connection (if applicable)
- Handpoint SDK version (if using an integrated point of sale solution)
- What was happening when the error occurred?