5. G
ETTING
S
UPPORT
Your provider of this standalone card payment solution should provide you with support for the
whole solution, including the HiPlus card reader. They can contact Handpoint on your behalf, if
needed.
Here is a table of information you can provide which can help you card payment provider or
Handpoint solve your issue:
Information Details
How it helps
Clear
description
of issue
step by step description of what you
do and how the HiPlus card reader
behaves
The support provider can follow your
directions to reproduce the issue and
experience it themselves
error message(s)
Error message(s) give an indication of
where the issue lies, the support
provider can look up the error
message(s) in the HiPlus card reader
message List to get more details
where and when the error is
appearing
To determine at what stage during a
transaction there is an error which, in
turn, helps to identify if the issue is at
the terminal level (your HiPlus card
reader) or the back-end systems.
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 number of terminal (see #12 in
section 1.2 or section 3.4)
Information about terminals
configurations and their transactions
can be retrieved by using the serial
number
Terminal software version (see section
3.3 or 3.4)
New versions of the terminal
software may fix known issues
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