Handpoint HiLite, User Manual

Page 1: ...HiLite Card Reader User Guide ...

Page 2: ...tions 10 2 3 Security 11 3 HiLite card reader User Guide 11 3 1 Connecting Your HiLite card reader 11 3 2 Transactions 12 3 2 1 Chip Pin 12 3 2 2 Chip Signature 12 3 2 3 Fallback to Magnetic Stripe 13 3 2 4 Magnetic Stripe 14 3 2 5 Pin Bypass 14 3 2 6 Gratuity Tips 15 3 2 7 Account Type Selection 16 3 2 8 Cardholder Point of Sale Application Selection 17 3 3 Administration Menu 18 3 4 View Informa...

Page 3: ...eader Messages 23 4 2 1 Successful Transaction Messages 23 4 2 2 Other Transaction Messages 24 4 2 3 Error Transaction Messages 25 4 2 2 Updating Messages 28 4 2 3 Administration Messages 29 5 Getting Support 31 6 Glossary 32 7 FAQs 33 2019 Handpoint 2 ...

Page 4: ...eader and make your first transaction 1 1 WHAT S IN THE BOX When you receive the box check if the Handpoint seal is still intact It should show you if someone has opened the box before you Inside the box you should find your HiLite card reader and a USB mini B connector 2019 Handpoint 3 ...

Page 5: ...creen are icons which show battery life and other info 3 Bluetooth name Look for this name in your Bluetooth device list on your smartphone tablet or computer the last nine digits of this number is also your serial number 4 Keypad To input the pin number or other info 5 Power To turn on and off hold down this button for a couple of seconds 6 Up down arrows 7 Cancel To cancel transactions when appl...

Page 6: ...etic stripe reader Swipe card with the magnetic stripe facing forward 12 Europay MasterCard and Visa EMV chip reader Insert card with chip into the slot 13 Hardware label Shows the Hardware Version HW ver Serial Number SN and barcode which shall be required for identifying your card reader for updates or support questions 2019 Handpoint 5 ...

Page 7: ...se get in touch with your provider of the mPOS solution 3 First Time Login When you open the mPOS app for the first time you must sign up with the same e mail you address provided for setting up your Merchant Account and a unique safe password If you wish to use an alternative e mail address contact your provider to update your account 4 Connect your Card Reader and the App a The mPOS app will pro...

Page 8: ...he 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 6 Live Transactions Once your card reader has restarted you can start accepting payments with your mPOS solution 2019 Handpoint 7 ...

Page 9: ...itiate a transaction in the POS app on the smartphone computer or tablet 7 When the message UPDATING READER appears the HiLite card reader will start downloading and installing the update When the HiLite card reader has finished the message UPDATE COMPLETE will appear 8 When the message INSERT CARD is displayed insert the card in the EMV chip reader see 12 in section 1 2 with the chip facing up an...

Page 10: ...ds the transaction information encrypted via Bluetooth to the POS app 4 The POS app forwards the encrypted transaction information to the Handpoint gateway via an internet connection which processes the transaction using your acquirer 5 The Handpoint gateway receives a response from the acquirer and forwards the encrypted response to its internet connection 6 The POS app forwards the encrypted res...

Page 11: ...ical update Handpoint can automatically and remotely push the latest software or configuration version onto your HiLite card reader See section 3 6 to see what happens if an update is pushed Display LCD monochrome 128x32 Card readers Landing type smart card reader triple track bi directional magnetic card reader Battery Rechargeable Li po 3 7V 620 mAh Connectivity Bluetooth 3 0 Class 2 Certificati...

Page 12: ...ther instructions how to use the different functions of your HiLite card reader 3 1 CONNECTING YOUR HILITE CARD READER To be able to take payments your HiLite card reader needs to be connected via Bluetooth to a smartphone computer or tablet with a POS app Point of Sale application that works with it The first time you connect you have to register the HiLite card reader to your POS app Please foll...

Page 13: ... button Use Back button to erase and then use the keypad to re enter pin if you make a mistake or cancel by pressing Cancel button 4 When message REMOVE CARD appears remove the card from the EMV chip reader The merchant is responsible for providing the customer with the receipt from the POS app 3 2 2 Chip Signature The HiLite card reader supports chip signature cards For chip signature transaction...

Page 14: ...with the chip facing up and towards the HiLite card reader 3 If the HiLite card reader cannot read the chip message REMOVE CARD appears remove the card 4 When message INSERT CARD appears insert card in the EMV chip reader 5 If the HiLite card reader cannot read the chip message REMOVE CARD appears remove the card 6 When message INSERT CARD appears insert card in the EMV chip reader 7 If the HiLite...

Page 15: ... customer with the receipt created by the HiLite card reader The customer should sign the receipt 3 2 5 Pin Bypass Pin bypass is only enabled for specific acquirers Pin bypass allows the customer to choose if they want to enter pin or not This is an example of what happens in a Chip PIN transaction with pin bypass 1 Transaction is initiated in the POS app on the smartphone computer or tablet 2 Whe...

Page 16: ...ee 12 in section 1 2 with the chip facing up and towards the HiLite card reader 3 When the gratuity tips menu appears scroll menu using Up arrow and Down arrow to select how much you want to tip 4 Press OK button to select tip amount if you select ENTER AMOUNT a Enter tip amount using the keypad use back button to erase and then the keypad to re enter amount if you make a mistake b Press OK button...

Page 17: ... smartphone computer or tablet 2 When message INSERT CARD appears insert card in the EMV chip reader see 12 in section 1 2 with the chip facing up and towards the HiLite card reader 3 When the account type menu appears scroll menu using Up arrow and Down arrow to find the right account type 4 Press OK button to select account type 5 Enter PIN using the keypad and press OK button use back button to...

Page 18: ...en message INSERT CARD appears insert card in the EMV chip reader see 12 in section 1 2 with the chip facing up and towards the HiLite card reader 3 When the POS application menu appears scroll menu using Up arrow and Down arrow to find the right POS app 4 Press OK button to select POS app 5 Enter PIN using the keypad and press OK button use back button to erase and then the keypad to re enter pin...

Page 19: ...on type supported there should be star next to Bluetooth which means it is selected Save and Reset Select to save any changes you have made in this sub menu the HiLite card reader restarts Config Reset flash Resets to factory settings next time you do a transaction the HiLite card reader will download and install the software and configurations again Save and Reset Select to save any changes you h...

Page 20: ...ncrease the contrast press Down arrow repeatedly until the contrast is at preferred level To decrease the contrast press Up arrow repeatedly until the contrast is at preferred level Menu item Description SN Serial number of HiLite card reader e g 615009227 mPOS Terminal software version e g v 1 7 1 236 COMs Type of connection used e g Bluetooth BT The name of your Bluetooth connection e g PP061500...

Page 21: ... installing the update this only takes a couple of seconds When the HiLite card reader has finished the message UPDATE COMPLETE appears This is what happens when Handpoint pushes a critical update to your HiLite card reader 1 Transaction is initiated in the POS app on the smartphone computer or tablet 2 When message INSERT CARD appears insert card in the EMV chip reader see 12 in section 1 2 with ...

Page 22: ... 1 Make sure that the smartphone computer or tablet you re using with the HiLite card reader has Bluetooth turned on 2 Turn off the HiLite card reader by pressing and holding Power button for a couple of seconds and pressing OK button 3 Turn the HiLite card reader back on by pressing and holding Power button for a couple of seconds 4 Wait for the HiLite card reader to connect or follow the connect...

Page 23: ...rtphone computer or tablet s Bluetooth list and pair according to the directions of your device 5 Wait until you see the Bluetooth icon on the HiLite card reader screen see 2 in section 1 2 This may take a few seconds When that icon appears the HiLite card reader is connected 6 Try to initiate a transaction again If the problem persists please request support from your provider see section 5 4 1 2...

Page 24: ... completed successfully No further actions are required COMPLETING TRANSACTION The HiLite card reader is finalising a completed transaction with your device Please wait for further instructions on the HiLite card reader display PIN VERIFIED The PIN has been verified successfully No further actions are required PIN amountvalue The HiLite card reader is waiting for the card PIN PLEASE SIGN The cardh...

Page 25: ...No further actions are required SWIPE CARD The HiLite card reader is waiting for a card to be swiped against the magnetic stripe reader Please swipe a card through the magnetic stripe card reader USE CHIP READER The HiLite card reader is waiting for a card to be inserted into the chip reader Please insert a card into the chip reader The cardholder must read all information on the display and then ...

Page 26: ...CELLED The current operation was cancelled by either the cardholder or the merchant Or the HiLite card reader timed out while waiting for the card and automatically cancelled the operation No further actions are required CARD BLOCKED The card that was used has been blocked Please ask the customer to retry the transaction with another card non blocked No additional action required beyond this CARD ...

Page 27: ...CK TO MSR The cards chip has failed The data on the magnetic stripe will be used instead Please wait for further instructions on the HiLite card reader display INCORRECT PIN An incorrect PIN was entered The cardholder must re enter their PIN INVALID CARD The HiLite card reader could not read any data from the card Please retry the operation If the issue persists the card may be faulty please try a...

Page 28: ... reached Please wait for further instructions on the HiLite card reader display The HiLite card reader may fall back to signature processing The cardholder needs to contact their bank issuer for instructions on how to get the PIN unblocked PROCESSING ERROR An unexpected error was encountered during transaction processing Please retry the operation If the issue persists please contact your provider...

Page 29: ...y the cardholder or the merchant or the card itself Or a signature was rejected by the merchant No further actions are required UNSUPPORTED CUR A currency has been selected in the POS app that your HiLite card reader has not been set up for Select the correct currency and retry the operation Alternatively please your provider s support team for assistance see section 5 to find out if that specific...

Page 30: ...e card reader is about to restart after a software update Please wait for further instructions on the HiLite card reader display SOFTWARE x The HiLite card reader is updating itself and has completed x of the update Please wait for the completion of the update process UPDATE COMPLETE An update operation has completed successfully No further actions are required UPDATE FAILURE An update has failed ...

Page 31: ...stration menu and selected the version information option Please return the HiLite card reader back for replacement BATTERY LOW The battery charge level is low Please recharge the HiLite card reader BATTERY TOO LOW An operation was started but the battery charge level is too low to complete the operation Please recharge the HiLite card reader TO TURN OFF PRESS OK button or Cancel button The power ...

Page 32: ...t to get more details where and when the error is appearing The error can be coming from Terminal HiLite card reader POS app Point of Sale application Gateway Acquirer contact information of the parties involved Issues get resolved faster when all contact information is available Information about the solution Type of terminal Handpoint s different card readers have different features Serial numbe...

Page 33: ...Software Audit log files It is the responsibility of the POS app to fetch logs from the terminal Your POS app provider should be able to help you send them to support Logs are used for troubleshooting Screenshots of issue error warning messages or receipts The receipts can include both information and error messages from the Handpoint gateway or the acquirer 2019 Handpoint 32 ...

Page 34: ...ts as opposed to a full third party POS app NFC Near field Communication is the technology that enables contactless payments P2PE Point to Point Encryption is a security standard established by the PCI Security Standard Council PCI DSS Payment Card Industry Data Security Standard It is an information security standard for organizations that handle branded credit cards from the major card schemes P...

Page 35: ...s 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 Can I use Ha...

Page 36: ...s 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 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...