FAQs - PAX card reader and smartPOS app

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Congratulations on receiving your Handpoint payment device!

Here are some common questions and answers to help you get up and running smoothly. If you continue to run into problems, please contact your card payment solution provider. 

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Your Handpoint SmartPOS PAX terminal should be very easy to set up and intuitive to use.  Start with this user guide to get started.

Does my Handpoint PAX need to be on the same internet network as my computer or tablet?

No. If your POS provider is integrated with a Handpoint PAX, you can securely connect your POS software to your Handpoint PAX terminal no matter how your terminal is connected to the internet. 

Do I have to have anything installed on my system to work with Handpoint PAX terminals?

No - but this is controlled by your POS software provider.  Contact your POS software provider for more details.

I received my Handpoint PAX, but when I click on the icons, nothing happens or the app just spins – What should I do?

Your terminal has not been added to your WiFi, internet, or SIM network.  See Handpoint’s PAX online user guide for detailed instructions on how to add your terminal to the internet via WiFi or SIM.  If that doesn't solve the issue, contact your merchant payments service provider.

It seems like my Handpoint PAX must be plugged in to work and my battery won’t charge.

Plastic tabs are probably covering the connection points on the battery.

• At the back of the card reader, push the battery cover slide latch to the right to open

• Remove the battery case (lift from the bottom)

• Lift out the battery (lift from the bottom)

• Remove the battery protective strip from the battery connectors (this is important)

• Re-insert the battery and casing, pushing back the cover slide latch to the left

Can I change the merchant password? I forgot my password, can I reset it?

You can change your password in the Security Options of the app Settings.

Your software provider can reset your merchant password using Handpoint tools, please contact them in case you have forgotten your password.

How can I do a Refund / Reversal?

To make a Refund or Reversal, you must go to the Transactions tab. Select the transaction for which you want to perform an operation and select Reversal or Refund. The merchant password will be required.

Note: For Face-to-Face sales, where the card holder is at the store to present the card to pay, you need the card to be present to refund. This means that the customer needs to come back for the refund, or you can transfer the money to the cardholders bank account

• Reversals do not require a physical card, but the maximum time to perform a Reversal is from the time the Sale has been made to the cut-off time (less than 24 hours).

• Refunds require that the card be physically present at the time of making the refund (Except for Manual Entry[MOTO] / Automatic refunds).

Can I process a Refund without the cardholder returning to the merchant's location (Automatic Refund)?

Yes, this is possible under some circumstances.

• The merchant should be setup and approved by the acquirer to perform MoTo transactions (Please check with Handpoint)

• The MoTo (Mail Order/ Telephone Order) feature must be active when the original sale is made.

If the 2 conditions above are met, then it is possible to perform an Automatic Refund. In our App Guide, you have more information on how to perform Automatic Refunds. Please note that MoTo sales are risker than regular card present sales, and thus the merchant needs specific approval from the acquirer.

Note: Automatic Refunds can only be used in Standalone mode

What is a pre-auth? How can I do a pre-authorization or hold? 

A Pre-Authorization charge, also known as a pre-auth or authorization hold, is a temporary hold placed on a customer's payment card. It's used to verify that the account is valid and has sufficient funds to cover a pending transaction, without actually debiting the cardholder's account upfront. 

To be able to use it, your merchant account must first be updated by Handpoint or your software provider. 

In your app, start a transaction and click on the switch button, to display multiple payment methods, including: Card, Cash, Pre-Authorization, Pre-Auth Increase, Pre-Auth Decrease, Pre-Auth Capture, etc. Detailed steps and explanations are included in our App Guide.

Can all businesses do Pre-auths? 

No. Your merchant account with the acquirer must be authorised to take pre-auths.  

How long can I hold the money from the customer?

Depending on the sector or merchant category code, the capture of the pre-authorization (eg. when you withdraw money from the cardholder's account)  needs to happen between 7 and 31 days after the original pre-authorization. If not captured the funds will be automatically released by the issuing bank.

Can I release or reverse a pre-auth?

Yes. Please look at the instructions in our App Guide. This does not require a card to be inserted, swiped or tapped, but does require the merchant password.

How do I know if I am in Integrated Mode or Standalone Mode and How do I change the mode?

To know if the application is in Integrated Mode or Standalone Mode, you must go to the Settings tab and observe the Integrated Mode option. If you deactivate the Integrated mode, the application will be in Standalone Mode.

I would like to see analytics related to transactions, How can I see them?

In the Analytics tab information about the transactions will be shown through different graphs.

I would like to see the Transaction Report, How can I see it?

To see the Transaction Report, you must go to Settings and click on Transaction Report

Can I print a receipt with a larger font than the default?

Yes, to be able to print with a larger font than the default, you have to perform the following steps:
Go to Device Settings → Enter the password (usually pax9876@@) → Go to the Display section--> Font size (select a larger font)
By modifying this option, the font size will be increased as well as the font that appears on receipts.

Handpoint PAX says “Reader Not Assigned”

Please contact your merchant payments service provider.  The payment terminal has not been assigned to the merchant in the Handpoint TMS.

Handpoint PAX says: “Server Not Available”

Your internet network is unstable.  Try to restart your router.  If your problem persists or is limited to problems with your terminal and none of your other internet-connected devices, contact your merchant payments service provider.

Where is my POS software/app on my Handpoint PAX?

Open the PAX Store icon or the Handpoint App icon on your PAX A920 landing screen

Handpoint PAX says: Failed card reader authentication

First, try to restart your POS application.  If that doesn't work, go to the terminal settings (pwd is pax9876@@ or 9876)  → Apps →  Handpoint  →  Storage → CLEAR DATA.  If that still doesn't work, contact your merchant payments service provider.

Handpoint PAX says: “Cloud connection unavailable”

Please contact your merchant payments service provider.

My POS software says: “No device listening”

Turn on or reboot the PAX terminal and make sure it is correctly connected to your internet.  See the user guide for detailed steps for connecting your terminal to the internet.

My POS software says: "Configuration update failed"

This is most likely from an unstable connection to the internet.  Restart the app and your terminal to reset the connection.  If this doesn’t work, contact your merchant payments service provider.

The cloud connection on my Handpoint PAX is RED 

Check your network connection and click on the Reconnect button. If this doesn’t work, contact your merchant payments service provider.

Can I use a password to protect my PAX card reader?

While the terminal setting menu does allow a lock screen password (Swipe, Pattern, PIN, Password) to be set, this is a high-risk operation. This lock screen password does not affect the Handpoint application, that is, it will not prevent any part of the app from being hidden if this password is not used.
 
If the password is forgotten by the merchant, the merchant must purchase a new terminal because the password cannot be provided or reset.

How can I do a Money Send transaction?

Money Remittance is only available for merchants whose MCCs are 4829 and 6540 and are subject to specific acquirer requirements. Standalone mode and Integrated mode can be used with Money Send transactions.

See the App App user guide for detailed steps for processing a Money Send transaction.

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