Handpoint Hi5 User manual

Integrated Hi5 Card Reader

User Guide

Hi5 Card Reader User Guide 
CONTENTS 
Quick Getting Started Guide 3............................................................................
1. What’s in the Box? 3...................................................................................
2. Getting to Know Your Hi5 card reader 4............................................................
3. Get Started 6...........................................................................................
4. How it Works 7.........................................................................................
Hi5 card reader Specifications 8..........................................................................
1. Hardware Technical Specification 8.................................................................
2. Terminal Software and Configurations 8...........................................................
3. Security 9...............................................................................................
Hi5 card reader User Guide 9.............................................................................
1. Connecting Your Hi5 card reader 9..................................................................
2. Transactions 10.........................................................................................
2.1. Chip & Pin 10.....................................................................................
2.2. Chip & Signature 10.............................................................................
2.3. Fallback to Magnetic Stripe 11.................................................................
2.4. Magnetic Stripe 11...............................................................................
2.5. Pin Bypass 12.....................................................................................
2.6. Gratuity/Tips 12..................................................................................
2.7. Account Type Selection 13......................................................................
2.8. Cardholder Application Selection 14..........................................................
3. Administration Menu 16...............................................................................
4. View Information 17...................................................................................
5. Updating the Hi5 card reader 17....................................................................
Troubleshooting 19..........................................................................................
1. Troubleshooting issues 19.............................................................................
1.1. Communication Errors 19.......................................................................
1.2. Flash Corruption Errors 20......................................................................
2. Hi5 card reader Messages 21.........................................................................
2.1. Successful Transaction Messages 21...........................................................
 !©2019 Handpoint1

4.2.2. Other Transaction Messages 22................................................................

4.2.3. Error Transaction Messages 23.................................................................

4.2.2. Updating Messages 26...........................................................................

4.2.3. Administration Messages 28....................................................................

5. Getting Support 29..........................................................................................

6. Glossary 31...................................................................................................

7. FAQs 32.......................................................................................................

1. QUICK GETTING STARTED GUIDE

This guide will help you get to know your Hi5 card reader and make your first transaction as an

integrated payment terminal.

1.1. WHAT’SIN 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 Hi5 card reader

and a USB mini-B connector.

1.2. GETTING TO KNOW YOUR HI5 CARD READER

Here is your Hi5 card reader from all angles. The table below describes what you see.

Name

Description

Printer paper slot

Receipts print out from here. The printer paper should be inserted

with the paper sticking out of this slot before use.

Clock

Shows the time - hours : minutes : seconds

Charging port

The round port is for battery charging, using the included charger

USB port

The USB cable used for this port is for device programming and

debugging so not relevant for live card transactions

Up/down arrows

Move up and down the menus, then select by pressing the OK

button (see n. 10)

Cancel button

To cancel transactions when applicable, or other actions

NFC Status Lights

These lights indicate the status of a contactless transaction

EMV chip reader

Insert card with the chip into the slot (facing up)

Back button

To erase keyed numbers

OK button

To select or confirm actions

Power button

To turn on and off, hold button down for a couple of seconds and

follow commands

Magnetic stripe

reader

Swipe card with the magnetic stripe facing left

Icons

Here on the screen are icons which show battery life and Bluetooth

connection

1.3. GET STARTED

The first time you connect, you have to register the Hi5 card reader to the point of sale

application. Please follow the instructions in your POS app to connect and register. Each

version of the POS app does this differently.

The first transaction:

1. Make sure that the smartphone, computer or tablet you’re using with the Hi5 card

reader has Bluetooth turned on

2. Turn on the Hi5 card reader by pressing and holding [Power button] for a

couple of seconds

3. Pair the Hi5 card reader to the Bluetooth device

4. Follow the instructions on your POS app to register the Hi5 card reader

5. Wait until you see the Bluetooth icon (!) on the Hi5 card reader screen (see #13 in

section 1.2). When that icon appears, the Hi5 card reader is connected. This may take a

few seconds

6. Initiate a transaction in the POS app on the smartphone, computer or tablet

7. When the message “UPDATING READER” appears, the Hi5 card reader will start

downloading and installing the update. When the Hi5 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 #8 in section 1.2) with the chip facing up and towards the Hi5 card reader

9. Enter PIN using the keypad and press [OK button] (use [Back button] to

erase and then the keypad to re-enter pin if you make a mistake), or cancel by "

pressing [Cancel button]

10. When message “REMOVE CARD” appears, remove the card from the EMV chip reader

The POS app is responsible for providing the customer with the receipt created by the Hi5 card

reader.

1.4. HOW IT WORKS

This section shall demonstrate a short version of how the Handpoint solution technically works.

1. The mPOS/POS app downloaded on your device initiates a transaction on the Hi5 card

reader using Bluetooth

2. Customer inserts card and follows the directions on the Hi5 card reader screen

3. The Hi5 card reader sends 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 response to the Hi5 card reader via Bluetooth

7. The Hi5 card reader reads the response, finalises the transaction and sends a receipt to

the POS app

8. Customer removes card and the merchant retrieves the receipts from the Hi5 card

reader (keeping the first printed receipt which is the merchant copy and handing over

the second printed receipt which is the merchant copy) and provides the customer the

sale receipt through the POS app

2. HI5 CARD READER SPECIFICATIONS

Below are the technical specifications of the Hi5 card reader and information about the

software and configurations.

2.1. HARDWARE TECHNICAL SPECIFICATION

2.2. TERMINAL SOFTWARE AND CONFIGURATIONS

Handpoint develops the terminal software as well as the terminal configurations. The terminal

software communicates with your POS app (Point of Sale application) using Bluetooth.

The configuration is specific to each merchant and cannot be seen or modified by you. The

configurations are created by the Handpoint system and remotely pushed to your Hi5 card

reader.

In the case of a critical update, Handpoint can automatically and remotely push the latest

software or configuration version onto your Hi5 card reader.

Section 3.4 shows you how to find which software and configuration versions your Hi5 card

reader has.

Display

320 x 240 px TFT Color LCD

Card readers

Landing type smart card reader, triple track bi-directional

magnetic card reader

Battery

Rechargeable Li-ion 7.4V, 1300 mAh

Connectivity

Bluetooth 3.0 Class 2

Certifications

CE, FCC, PCI PTS 3.x, EMV Level 1 Contact, EMV Level 2

Contact, EMV Level 1 Contactless, VISA payWave, MasterCard

Contactless, American Express Expresspay, Discover Zip,

Apple® MFi

Dimensions (LxWxH), mm

172 x 76 x 49

Weight, g

320

Operational temperature

range

-10 °C to +40 °C / 5 to 90% RH

Storage temperature range

-15 °C to +50 °C / 5 to 90% RH

Power Supply

9V through power supply

2.3. SECURITY

All card information is encrypted using Triple Data Encryption Algorithm (3DES) with a Derived

Unique Key Per Transaction (DUKPT) key management process. Each transaction is encrypted

with 3DES using a unique key per transaction before being sent to the Handpoint gateway. The

Handpoint’s terminal software is certified as PCI Point-to-Point Encryption (P2PE) compliant.

For security reasons, it is essential that during a transaction the merchant and all employees

must not request a cardholder to divulge their PIN nor accept the PIN from the cardholder in

an oral or written manner.

3. HI5 CARD READER USER GUIDE

Here are further instructions how to use the different functions of your Hi5 card reader.

3.1. CONNECTING YOUR HI5 CARD READER

To be able to take payments your Hi5 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 Hi5 card reader to your POS app. Please

follow the instructions from your POS app to connect and register. Each POS app does this

differently.

Connecting via Bluetooth:

11. Make sure that the smartphone, computer or tablet you’re using with the Hi5 card

reader has Bluetooth turned on

12. Turn on the Hi5 card reader by pressing and holding [Power button] for a

couple of seconds

13. Pair the Hi5 card reader to the Bluetooth device

14. Wait until you see the Bluetooth icon (!) on the Hi5 card reader screen (see #13 in

section 1.2). When that icon appears, the Hi5 card reader is connected

Your device and the Hi5 card reader should find each other every time as long as the Bluetooth

of your device is on. If you are prompted to enter a pairing code, enter “0000” as the code.

3.2. TRANSACTIONS

Transactions are initiated by the POS app on your smartphone, tablet or computer. Depending

on your acquirer and or agreement with your POS app provider, the following features may be

enabled."

3.2.1. Chip & Pin

The Hi5 card reader supports Chip & PIN cards. For Chip & PIN transactions use the EMV chip

reader (see #8 in section 1.2).

This is an example of what happens in a Chip & PIN transaction:

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 #8 in

section 1.2) with the chip facing up and towards the Hi5 card reader"

3. Enter PIN using the keypad and press [OK 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 sales receipt from the POS

app and the card receipt from the Hi5 card reader printer."

3.2.2. Chip & Signature

The Hi5 card reader supports chip & signature cards. For chip & signature transactions use the

EMV chip reader.

This is an example of what happens in a chip & signature transaction:

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 #8 in

section 1.2) with the chip facing up and towards the Hi5 card reader"

3. Confirm the amount by pressing [OK button] or cancel by pressing [Cancel

button]

The merchant is responsible for providing the customer with the sales receipt from the POS

app and the card receipt from the Hi5 card reader printer. The customer should sign the card

receipt on the signature line."

3.2.3. Fallback to Magnetic Stripe

If the Hi5 card reader cannot read the chip for some reason it will fallback to magnetic stripe.

The Hi5 card reader will prompt you to remove the card from the EMV chip reader (see #8 in

section 1.2) and swipe the card using the magnetic stripe reader (see #12 in section 1.2). The

Hi5 card reader might ask you to remove and insert the card into the EMV chip reader a couple

of times before falling back to magnetic stripe.

This is an example of what happens if a transaction falls back to magnetic stripe:

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 #8 in

section 1.2) with the chip facing up and towards the Hi5 card reader

3. If the Hi5 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 Hi5 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 Hi5 card reader cannot read the chip message “REMOVE CARD” appears,

remove the card

8. When message “SWIPE CARD” appears, swipe card using the magnetic stripe reader

with the magnetic stripe facing to the front"

9. Confirm the amount by pressing [OK button] or cancel by pressing [Cancel

button]

The merchant is responsible for providing the customer with the sales receipt from the POS

app and the card receipt from the Hi5 card reader printer. The customer should sign the card

receipt on the signature line."

3.2.4. Magnetic Stripe

The Hi5 card reader supports cards that only have magnetic stripes. To do a transaction with a

magnetic stripe card use the magnetic stripe reader (see #12 in section 1.2). If the card has a

chip the Hi5 card reader will prompt you to use the EMV chip reader.

This is an example of what happens in a magnetic stripe transaction:

1. Transaction is initiated in the POS app on the smartphone, computer or tablet

2. When message “INSERT CARD” appears, swipe card using the magnetic stripe reader

with the magnetic stripe facing to the front"

3. Confirm the amount by pressing [OK button] or cancel by pressing [Cancel

button]

The merchant is responsible for providing the customer with the sales receipt from the POS

app, and the card receipt from the Hi5 card reader printer. The customer should sign the card

receipt on the signature line.

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 by the Hi5 card reader

2. When message “INSERT CARD” appears, insert card in the EMV chip reader (see #8 in

section 1.2) with the chip facing up and towards the Hi5 card reader"

3. To bypass the pin, press [OK button] instead of entering the pin (if pin bypass is not

enabled, the Hi5 card reader will show the message “NOT ALLOWED”)

4. When message “REMOVE CARD” appears, remove the card from the EMV chip reader

The merchant is responsible for providing the customer with the sales receipt from the POS

app and the card receipt from the Hi5 card reader printer."

3.2.6. Gratuity/Tips

To get the gratuity/tips feature, you have to ask for it especially from your card payment

provider. If you request to include gratuity/tips as an option during the transaction process, the

menu appears before pin entry where the customer can choose the amount.

Here is an example of the default gratuity/tip menu for a £20,00 sale:

This is what happens in a Chip & PIN transaction with gratuity/tips enabled:

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 #8 in

section 1.2) with the chip facing up and towards the Hi5 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]

5. Enter PIN using the keypad and press [OK button] (use [Back button] to

erase and then the keypad to re-enter pin if you make a mistake)

6. When message “REMOVE CARD” appears, remove the card from the EMV chip reader

The merchant is responsible for providing the customer with the sales receipt from the POS

app and the card receipt from the Hi5 card reader printer.

3.2.7. Account Type Selection

The account type selection is only enabled for specific acquirers and only appears for cards

that have multiple accounts. The menu appears before pin entry where the customer can

choose which account he wants to use for that transaction. "

Here is an example of menu items. Please note that they differ between acquirers and cards:

Menu item

No tip

18% £3,60

20% £4,00

25% £5,00

Enter amount

This is what happens in a Chip & PIN transaction with the account type selection enabled:

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 #8 in

section 1.2) with the chip facing up and towards the Hi5 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

erase and then the keypad to re-enter pin if you make a mistake)

6. When message “REMOVE CARD” appears, remove the card from the EMV chip reader

The merchant is responsible for providing the customer with the sales receipt from the POS

app, and the card receipt from the Hi5 card reader printer.

3.2.8. Cardholder Application Selection

The cardholder app selection is only enabled for specific acquirers. A menu appears before PIN

entry where the customer can choose which payment application is used for that transaction.

Here is a list of menu items:

Menu item

Default

Savings

Cheque/debit

Credit

Menu item

Credit

Debit

Cash Benefit

Food Stamp

This is what happens in a Chip & PIN transaction with the cardholder point of sale application

selection enabled:

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 #8 in

section 1.2) with the chip facing up and towards the Hi5 card reader

3. When the Application Selection menu appears, scroll menu using [Up arrow]

and [Down arrow] to find the correct payment application"

4. Press [OK button] to select that payment application"

5. Enter PIN using the keypad and press [OK button] (use [Back button] to

erase and then the keypad to re-enter pin if you make a mistake)

6. When message “REMOVE CARD” appears, remove the card from the EMV chip reader

The merchant is responsible for providing the customer with the sales receipt from the POS

app, and the card receipt from the Hi5 card reader printer."

Gift Card

Private Label

3.3. ADMINISTRATION MENU

To access the administration menu:"

1. Press [Cancel button] and then (back button)"

2. Enter password: 746723 and press [OK button]

3. Scroll menu using [Up arrow] and [Down arrow]"

4. To go into sub-menus press [OK button]"

5. To select menu items press [OK button]"

6. To go out of menus press [Cancel button]

About each menu item:

Administration menu password:

746723

Menu item

Sub-menu

items

Description

Version info

Terminal software version e.g. mPOS v.1.7.1 (236)

Device type

Bluetooth

A connection 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 Hi5 card reader restarts.

Config

Reset flash

Resets to factory settings, next time you do a transaction

the Hi5 card reader will download and install the

software and configurations again.

Save and Reset

Select to save any changes you have made in this sub-

menu, the Hi5 card reader restarts.

Beep

Toggle

Turn beep on or off by selecting toggle.

Save and

Reset

Select to save any changes you have made in the

administration menu, the Hi5 card reader restarts.

3.4. VIEW INFORMATION

To view information about your Hi5 card reader:"

1. Press [Cancel button] then [Up arrow] on the keypad

2. Scroll to see information using [Up arrow] and [Down arrow]"

3. To exit, either wait a couple of seconds or press [Cancel button]

About the information you see:

3.5. UPDATING THE HI5 CARD READER

It depends on the POS app (Point of Sale application) if you can update the Hi5 card reader

manually. Then the update is initiated through the POS app on your smartphone, computer or

tablet.

Handpoint may also push updates automatically and remotely to your Hi5 card reader."

This is what happens when Handpoint pushes a non-critical update to your Hi5 card reader:

1. Transaction is initiated by the Hi5 card reader

Menu item

Description

Serial number of Hi5 card reader e.g. 1916009227

mPOS

Terminal software version e.g. v.10.1.2

TAG

Compilation type e.g. HI5

COMs

Type of connection used e.g. Bluetooth

The name of your Bluetooth connection e.g. PP0615009227

Pass

Bluetooth password e.g. 0000

Addr

MAC address of the bluetooth module

Config

Configuration version e.g. 2

Flash

This has information about the flash memory, used by Handpoint

quality assurance

EMV

EMV version e.g. 2.00 03 210514

Pinutil

Software library version, such as for communications

PayEngine

Software library version (regarding EMV programming)

2. When message “INSERT CARD”appears, insert card in the EMV chip reader (see #8 in

section 1.2) with the chip facing up and towards the Hi5 card reader

3. Enter PIN using the keypad and press [OK button] (use [Back button] to

erase and then the keypad to re-enter pin if you make a mistake)

4. When message “REMOVE CARD” appears, remove the card from the EMV chip reader

5. The message “UPDATING READER” appears and the Hi5 card reader starts

downloading and installing the update, this only takes a couple of seconds. When the

Hi5 card reader has finished the message “UPDATE COMPLETE” appears.

This is what happens when Handpoint pushes a critical update to your Hi5 card reader:

1. Transaction is initiated by the Hi5 card reader

2. When message “INSERT CARD” appears, insert card in the EMV chip reader (see #8 in

section 1.2) with the chip facing up and towards the Hi5 card reader"

3. Enter PIN using the keypad and press [OK button] (use [Back button] to

erase and then the keypad to re-enter pin if you make a mistake)

4. The message “TRANS. DECLINED“ appears will appear on the screen

5. When message “REMOVE CARD” appears, remove the card from the EMV chip reader

6. The message “UPDATING READER” appears and the Hi5 card reader starts

downloading and installing the update which only takes a couple of seconds. When the

Hi5 card reader has finished the message “UPDATE COMPLETE” appears

7. After the Hi5 card reader has finished updating, you can initiate the transaction again to

charge the customer.

4. TROUBLESHOOTING

In this section are tools to help you troubleshoot. It includes instructions on how to

troubleshoot communication errors between the Hi5 card reader and the backend system.

There is also a section with tables with some of the possible messages that can appear on your

Hi5 card reader. If you are having a problem, you can try searching these tables for the

message and see what you can do.

4.1. TROUBLESHOOTING ISSUES

Here are some instructions to help you troubleshoot issues.

4.1.1. Communication Errors

If the Hi5 card reader shows a communication error message it means that the Hi5 card reader

detected a communication failure."Here is what you can do to try to troubleshoot it:

Firstly, try to turn the Hi5 card reader off and on again:

1. Make sure that the smartphone, computer, or tablet you’re using with the Hi5 card

reader has Bluetooth turned on

2. Turn off the Hi5 card reader by pressing and holding [Power button] for a "

couple of seconds and pressing [OK button]

3. Turn the Hi5 card reader back on by pressing and holding [Power button] for a

couple of seconds

4. Wait for the Hi5 card reader to connect or follow the connection instruction from your

POS app. When you see the Bluetooth icon (!) on the Hi5 card reader screen (see #2 in

section 1.2) the Hi5 card reader is connected to the POS app

5. Try to initiate a transaction again.

Secondly, disconnect the Bluetooth connection and reconnect

1. Make sure that the smartphone, computer, or tablet you’re using with the Hi5 card

reader has Bluetooth turned on

2. Look for the Bluetooth name (BT menu item in section 3.4) in your smartphone,

computer, or tablet’s Bluetooth list and disconnect according to the directions of your

device

3. Reconnect the Hi5 card reader according to the directions of your device

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