Guide: Providing Support

There are multiple degrees of support in the tech, or any other, major 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, such as being the one to help them solve simple issues without passing the message down the chain to us. It won't take nearly as long for an issue to be resolved, and the entire experience will be more personalized overall.

Because of this philosophy, 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, but also 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 of difficulty:

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 can be provided it without having 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.

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.

1. It might seem obvious, but first make sure that Bluetooth is enabled.

2.You can connect through the Handpoint App or through the device’s settings

Q: Can I pair more than one phone with my card reader?

A: Yes, 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

Quick Fixes

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

Many customers:

1.Call too soon

2.Are experiencing problems that can be solved with simple, general fixes

3.Can learn how to fix their problems in future occurrences.

Try the simple solutions first:

Flash Reset

A good go-to solution for:

•Re-using a device

•Processing errors

•Loop errors

•General malfunctions

Can be found here on our Confluence site

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