HiLite Card Reader FAQs
- Lara Nugent (Unlicensed)
- Ana Tamez
Congratulations on receiving your Handpoint mobile payment device!
In addition to the guides in this Help Center, here are some common questions and answers to help you get up and running smoothly.
Can't find what you're looking for? Here are some other related articles:
If you continue to run into problems, please contact your card payment solution provider.
Pairing
How do I pair my card reader?
For the HiLite card reader:
The pairing process works via the point of sale (POS) app. If for some reason this doesn't work, you can also go through the device's settings. Make sure your computer, smart phone, or tablet's Bluetooth is turned on.
- iPhone and iPad:
- Open the settings app
- Choose the Bluetooth icon near the top of the list.
- Android smart phones and tablets:
- Open the settings app
- Choose the Bluetooth option under "Wireless & Networks"
- Windows: Assuming you have Bluetooth hardware on your computer:
- Open the control panel
- Go to "Devices and Printers." You'll see discoverable Bluetooth devices near you.
- Click "Add a device"
For the HiPro card reader:
Make sure that the iPhone you’re using with the HiPro is fully inserted into the case and connected via the Lightning port.
I can't get my card reader (HiLite/Hi5 card reader) to pair via Bluetooth. What do I do?
First, double check that the Bluetooth on your smart phone, tablet, or computer is enabled and make sure that the card reader is connected. If you are using an iPhone and wish to pair the card reader with a different phone, it may first be necessary to disable the device from your smart phone's Bluetooth device list before attempting to pair the card reader with another phone.
If for some reason the card reader is not showing up on the device list, restart the device and try again. If it still doesn't work please contact your provider.
My card reader has been paired successfully. What comes next?
Once your point of sale (POS) app and card reader are paired, you will need to carry out a transaction to update the card reader:
a) Initiate a transaction in the mPOS app on the device.
b) When the message “UPDATING READER” appears, the HiLite card reader will start downloading and installing the update.
c) When the HiLite card reader has finished, the message “UPDATE COMPLETE” will appear.
d) Your card reader will automatically restart
e) Once your card reader has restarted, you can start accepting payments with your POS solution!
Detailed steps to get started with your first transaction can be found in our card reader user guides.
Operations
How to get my card reader to turn on?
Plug in your card reader to charge in case it had run out of battery, and then try turning it back on again (holding down the power button for a few seconds). If it still doesn't work, please contact your provider.
I dropped my card reader/tried to open the casing and now it doesn't work.
Our card readers have a built-in, security fail-safe mechanism which wipes the stored encryption keys if it's tampered with. This provides an additional level of security in case someone tries to alter the hardware or functionality of the card reader for malicious purposes. For this reason, you really shouldn't attempt to open the card reader for any reason. If it isn't working, contact your provider and order a replacement. The same goes for accidental damage. Our card readers are pretty tough and have been subjected to durability tests, but accidents do happen. In the event of accidental damage that is severe enough to cause the card reader to wipe the encryption keys (important and stringent security measure to protect card data), contact your provider to have a replacement sent.
Why is my card reader taking so long to respond/perform operations?
It’s possible that the card reader is in Support Mode. While in this mode, the card reader creates very thorough logs of every part of the process for the purpose of troubleshooting and error finding. Because of this, every operation takes longer than usual. The settings for this are determined by the app that you’re using, so if you encounter this issue and don’t know how to change to the correct settings, contact your card reader provider.
What do the messages on my card reader mean?
Your card reader will inform you about various statuses of the card reader or transaction. Please find the extensive list here for their meanings and explanations.
How are my card transactions settled?
Batches of your transactions are automatically closed and sent to the acquirer for settlement at midnight each day, so you don't need to carry this out.
How do I get the receipt?
The card reader creates a receipt for each transaction and sends to the POS app. The POS app is responsible for showing you and providing you a way to access the receipt e.g. through text message, email or printer (depending on the functionality of your POS app).
Transactions
How do I reverse/void a transaction?
The process for this varies depending on the point of sale (POS) software you're using and what features your provider has included in their POS app. Contact your POS provider for more information on how to reverse or void a transaction.
If you are using the Handpoint mPOS app, then view your transactional history, click on the transaction and select void.
How do I carry out a Chip & PIN/EMV transaction?
Each card reader displays instructions once a chip card , also known as EMV (Europay, Mastercard and Visa), has been inserted in the chip reader. An example of how an EMV transaction is carried out with the Handpoint card readers:
- Transaction is initiated in the point of sale (POS) app on the smart phone, computer or tablet
- When the message “INSERT CARD” appears, insert the card in the EMV chip slot of the card reader
- Enter PIN using the keypad and press the OK button (Use the back button to erase and then use the keypad to re-enter the PIN if you make a mistake), or cancel by pressing the back button (or cancel button)
- When the message “REMOVE CARD” appears, remove the card from the card reader
Can I accept MOTO transactions (over the phone or post) with my card reader?
If you are interested in taking MOTO transactions with the Handpoint card readers, please discuss with your integrated POS provider.
Connections
Can I use multiple phones with my card reader?
Yes you can. But every time you connect the card reader to a new device you need to register it according to the point of sale (POS) app instructions. As such, the card reader can only connect with one device at a time. If you are using an iPhone with your card reader, it may be necessary to disconnect the device from the phone's Bluetooth device list before attempting to pair it with a new phone.
Do I need an internet connection to use the card reader?
Yes, you will need to connect to the internet through by data or Wi-Fi on your smartphone, computer or tablet for the card reader to process payments. The card reader sends the encrypted transaction to your smartphone via bluetooth (or in the case of the HiPro card reader, the Lightning port) and the point of sale (POS) app forwards the transaction to the Handpoint gateway HiWay via internet.
Battery
What happens if my card reader’s battery becomes depleted?
When the device doesn’t have enough power to function, a "BATTERY LOW" message will display on the screen. If you see this message, it is recommended that you charge your card reader as soon as possible and no later than 25 days after the message was first displayed.
All batteries gradually lose their charge, even when not in use. Because long-term storage may lead to the deactivation of your device and the loss of its stored encryption keys, it is recommended that you charge your card reader every three months.
Warranty
What is covered under the warranty?
Please contact your provider for more information about your warranty - including the length of the warranty, what is covered, and steps you need to file a warranty claim. Generally, Handpoint hardware may be covered by a limited warranty (as governed by local regulation) that covers product defects, but does not cover wear and tear, tampering, or improper battery management. Our card readers come with a limited warranty which covers defects when used normally for a period of twelve (12) months after purchase. However, as mentioned, warranty is handled by your reseller and not Handpoint directly, therefore please consult with your reseller for further information and terms.
How long can I store my card reader when not in use?
There is no limit to the length of time you can store your card reader; however, in order to do so, it is essential that you charge your card reader at least every three months when it storage. Additionally, please contact your provider regarding the warranty of your card reader if kept unused for long periods of time.
Can I lend my card reader to a friend?
No, only your business has been approved for using this device, so it is not possible to lend the card reader to someone else.
Can I sell my card reader to someone else?
No, it is advised not to resell your card reader, as it is only set up for your business and would not be transferable for someone else’s business. If you are considering not to use your card payment solution any longer, please contact your provider.
Security
What happens if my card reader is lost or stolen?
There is no way to access money or card information through the card reader, so your money and information will stay safe. If your card reader is lost or stolen, get in touch your provider to let them know and discuss your card reader replacement options.
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