m
Faster
Smarter
IP EFTPOS
faster
smarter
ip eftpos
Tyro EFTPOS
Set Up Guide
October 2014
Tyro’s EFTPOS
terminals are
easy to set up
and use with
step-by-step
prompts guiding
you through
the process.
This guide takes
you through the
installation and
usage of your
terminals while
informing you of
security standards
and measures.
Tyro Payments
partners with most
Point Of Sale (POS)
and Practice Management
(PMS) vendors to offer
Integrated Payment
Solutions for retail,
hospitality, fashion,
medical and other
businesses.
Go to www.tyro.com
to check if your POS
/PMS partner is Tyro
certified. If not ask them
how to integrate with
Tyro.
For the most updated
version of this guide
go to www.tyro.com.
Thank you for choosing
Tyro as your Merchant
Service Provider.
Unpack and Install
Ethernet Connection
XENTA Terminal
Privacy
Check your Tyro EFTPOS terminal
package to ensure all components,
as listed on the following pages are
included. If any parts are missing,
contact Tyro Customer Support.
! Select Ethernet (if necessary)
and press DHCP for automatic
or STATIC for manual IP
address configuration.
If unsure select DHCP.
! If you choose STATIC,
the subsequent screens allow
you to enter the necessary
IP address information.
! Ask your network administrator
for the IP address details.
Tyro’s desktop terminal
connects to the Internet
via Ethernet or GPRS
(only in standalone mode).
XENTA’s innovative design offers
maximum cardholder privacy.
Set Up
The first time you switch on
your terminal, a Setup Wizard
will assist you to connect to your
network and to set up your
terminal password.
The desktop terminals connect
via Ethernet, however they also
support GPRS connections with
additional hardware supplied by
Tyro on request. The portable
terminals support both GPRS
and WiFi connections.
Check on www.tyro.com to make
sure that your network settings
comply with Tyro’s requirements.
The Setup Wizard deals with
two issues: The type of network
connection you are using and
the IP address configuration
method used in the network.
GPRS Connection
If using GPRS the terminals will
have been pre-configured and will
automatically connect to Tyro.
Box Contents
! XENTA terminal
! Ethernet cable
! AC adapter/power cord
Set Up
Plug the Ethernet cable into the
base of the terminal (1) connecting
it to an available Ethernet port.
Plug the power cable into the base
of the terminal (2) and connect
it to an available power outlet.
Terminal Features
WiFi Connection
! Select WiFi (if necessary),
the terminal will then scan
for available WiFi networks.
! Select your network from
the list and then enter the
required passphrase.
! Ask your network administrator
for the WiFi configuration details.
! The terminal will only connect
to a WPA2 secured network.
Activate
For security reasons Tyro terminals
are shipped in deactivated mode.
Once connected and powered up,
call Tyro to activate. Quote your
company’s trading name and the
terminal’s serial no located on its
base. Once activated, the terminal’s
display will show your company’s
name, current date/time and the
1 “Swipe/Insert Card” message.
1.
2.
3.
4.
5.
6.
7.
8.
Chip card interface
Display
Function keys
Magnetic stripe reader
Keypad
Reset button
Printer
Printer cover
The terminal will automatically
power up. Call Tyro Support
on 1300 966 639 to activate.
Accessories
Paper Roll
Terminal accessories such as a
swivel base, mounting pole etc.
are available at request for the
XENTA terminal. To order them
go to Tyro’s Merchant Portal.
Open printer. Ensure paper reservoir
is empty. Insert paper as directed,
ensure that it is not wrinkled and the
roll is not sealed. Unroll about 5cm.
Shut printer cover until it clicks.
Paper must come out straight.
2
XENTISSIMO Terminal
Set Up
Accepted Cards
Tyro’s portable lightweight
terminal connects to the Internet
via WiFi or GPRS (only in
standalone mode).
Insert the battery as shown
Tyro acquires payments for all
EFTPOS, MasterCard and VISA
cards.
Box Contents
! XENTISSIMO terminal
! Rechargeable battery
! AC adapter/power cord
Terminal Features
Plug the power cable into the side
of the terminal to charge the battery.
Once it displays “Swipe/Insert Card”,
the indicator will show the battery’s
charge status. Call Tyro Support on
1300 966 639 to activate the terminal.
Paper Roll
1.
2.
3.
4.
5.
6.
7.
Chip card interface
Display
Privacy shield
Function keys
Magnetic stripe reader
Keypad
Printer
Open printer. Insert paper, ensure
that it is not wrinkled and the roll is
not sealed. Unroll about 5cm. Shut
printer cover until it clicks. Paper
must come out straight.
Accessories
Standby Mode
Terminal accessories such as a
cradle, carry bag, or lighter charger
are available at request for the
XENTISSIMO terminal. To order
them go to Tyro’s Merchant Portal.
The XENTISSIMO can be
configured to go into standby
mode after 2 minutes of inactivity.
Privacy
XENTISSIMO’s privacy shield
offers maximum cardholder privacy
and should not be removed.
To enable/disable the standby mode:
MENU >Settings >Standby Mode.
When in standby, the display is
blank. To re-activate the terminal
press the ON button. Option not
available for WiFi enabled terminals
3 integrated with a POS system.
To accept American Express,
JCB, Diners and Discover cards
a supplementary agreement is
required with American Express
and Diners.
®
EMV Chip Cards
The terminal will beep and display
“Remove Card” indicating when
the card can be removed.
The card must remain in the
reading slot during the whole
transaction
Magnetic Stripe Cards
Magnetic stripe cards must be
swiped as shown:
®
EMV enabled Chip Cards offer
enhanced security for the merchant.
They must be inserted into the
reading slot as shown below.
Fraudulent Cards
Check for signs of suspicious activity:
Insert the chip end of the card into
®
the terminal facing up.The EMV
Chip Card determines the way
transactions are processed:
!
!
!
!
!
No PIN or Signature
PIN/Signature
Signature only
PIN only
Both a PIN and a Signature.
If the customer chooses to sign
just enter OK on the PIN screen.
Always follow the terminal prompts
to process the transaction correctly. 4
! The terminal shows “Insert Card”
although the card does not have
a chip.
! The cardholder tries to distract
or rush you during the sale.
! The cardholder makes an initial
small purchase, leaves and
returns to make more purchases.
! Bulk buying of valuable goods
regardless of size or colour.
Call Tyro Support during or after the
transaction on 1300 966 639 and ask
for a “Code 10 Authorisation”.
Tyro Support will guide you through
a set of questions and if required will
contact the card issuer.
Administrator Password
Recover Passwords
Integrated EFTPOS/Easyclaim
Menu Navigation
The Administrator Password will be
required to change the Tipping and
Refund Passwords and to enable or
disable functionalities on the terminal.
The passwords are stored on the
terminal and cannot be retrieved
by Tyro Customer Support.
With Integrated EFTPOS you can
seamlessly integrate credit, debit, gift
or any other card processing into your
business.
Press MENU to enter the menu.
Use buttons ▲▼ to scroll through
the settings. Press OK to choose.
Return to the main display by
pressing the red STOP button.
Tyro will have emailed the default
Administrator Password to the
account administrator’s email
address indicated in the application
form.
In case you lost or forgot any of the
passwords go to: MENU >Settings
>Recover Password.
All passwords will be consequently
emailed to the address shown on
the terminal screen.
Refund Password
Change Passwords
In order to restrict the ability to
process Refunds, the administrator
can allocate a separate password
to this function.
Go to MENU >Settings >Change
Password to change the passwords.
Password Security
In case no Refund Password has
been allocated the Administrator
Password can be used as the default
Refund Password.
The Administration Password and
the Refund Password are the only
protection against misuse of the
“Refund/Void” transaction feature.
Tipping Password
We strongly recommend changing
the passwords:
In order to restrict the ability to
complete Tipping, the administrator
can allocate a separate password
to this function.
! On a regular basis
! After receiving new terminals
! When members of staff with
knowledge of any password
cease employment.
In case no Tipping Password has
been allocated then the Administrator
Password can be used as the default
Tipping Password.
Tyro strongly advises you to
use secure passwords and not
to keep written records of any
passwords.
5
With Integrated Medicare Easyclaim
the PMS talks to the Tyro terminal
preventing double entry errors,
abolishing end of day batching while
increasing transaction speed.
Transaction Times
The average transaction time is less
than 3 seconds via Ethernet/WiFi
and less than 7 seconds via GPRS.
Tyro partners with the majority of
POS/PMS vendors. Check on
www.tyro.com for the current list
of all Tyro’s POS/PMS partners.
Purchase Transactions
To process a Purchase Transaction,
the customer must simply insert or
swipe their card and select an
account type.
Tyro terminals will first have to be
enabled for integrated transactions.
To do so go to: MENU >Settings
>Integrated EFTPOS >Enable >OK.
If you have Integrated EFTPOS
but want to process a transaction
directly on the terminal go to:
MENU >Transaction >Purchase.
Swipe/Insert the card and follow
the prompts.
Integrated EFTPOS/Easyclaim is
not available on GPRS terminals.
Pairing with POS/PMS
To process Integrated EFTPOS/
Easyclaim Tyro terminals must be
paired with your POS/PMS system.
Cash Out Transactions
Cash Outs can be offered when
processing a Purchase Transaction
(only cheque/savings mode).
This feature is only available
to EFTPOS Debit cardholders.
To do so refer to your POS/PMS’s
User Guide Manual.
If the terminal does not react to
a POS/PMS initiated transaction,
follow the instructions that appear
on your POS/PMS display.
6
Cash Out must first be enabled
via the settings menu: MENU
>Settings >Prompt Cash Out
>Enable >OK.
Card-Non Present/MOTO
Transactions
The terminals can be configured to
accept Card-Non Present, Mail Order
Manual and Telephone (MOTO)
Transactions. The MOTO function
must be enabled via the settings
menu: MENU >Settings >Enable
MOTO >OK. Follow the prompts and
enter your Administrator Password.
Cardholder’s Data Storage
Manual Transactions
! Never store the CVV2 security
panel.
! Never store cardholder’s data
on a computer or POS system.
! Securely store mail/fax orders
for 6 months after the transaction.
! Securely dispose of all stored
data after 6 months.
If you cannot electronically process
a payment (no connection to Tyro
/no power supply) you have the
option to complete the transaction
manually. To do so, use Tyro’s
Manual Transaction Receipts to be
found on Tyro’s Merchant Portal.
Secure MOTO Transactions
! When the card is present
always process the payment
using the chip, magnetic stripe
or tap.
! If none of the above work,
do not accept the card.
! Never use MOTO to bypass
electronic processing.
! If you were to accept an order
using MOTO, you must ensure
that -on collection of the goodsthe card is used to process the
payment of the remaining balance.
! When goods are picked up
following MOTO orders, you
must process the card
electronically.
Note that MOTO transactions have
a higher risk of chargeback and are
conducted at the merchant’s own
risk. Please use them with care.
Integrated MOTO
In integrated environments, when
the terminal faces the customer,
you ‘”The Merchant” should be the
only one using the MOTO button.
After initiating the transaction on
the POS press the “Menu” button
and select the MOTO option. The
POS will ask you to confirm the use
of MOTO.
Cardholder’s Data Security
! If you can’t enter the client’s data
while on the phone, process the
transaction as a Mail Order.
! Never request cardholder’s data
to be sent in any electronic form.
! For fax orders use a secured
/monitored fax machine.
Above rules are set by the
Payments Card Industry (PCI)
Council. By failing to apply them
you increase the risk of identity
theft and may incur heavy fines.
Please be aware that Voice
Authorisations are processed as
MOTO transactions and as such
bear a greater risk of chargeback.
Use Tyro’s Manual Transaction
Receipts to document the
transaction and to record the
customer’s signature at the
moment of purchase.
After completion call Tyro Support
on 1300 966 639 to get a Voice
Authorisation.
The Manual Transaction Receipts
must be retained on your premises
in accordance with the PCI rules.
We recommend pre-printing a stock
of Manual Transaction Receipts.
Voice Authorisation
Void Transactions
To process credit card transactions
offline please provide Tyro with the
following:
Most credit transactions can be
voided (cancelled) up to 48 hours
after the transaction occurred.
! Merchant ID and Terminal ID
(MENU >Settings >Terminal
Info) or Account name and the
terminal’s 7-digit serial number
! Customer’s credit card number
and its 4-digit expiry date
! Card’s 3 or 4-digit security code
! Amount of the transaction
Voiding a transaction requires the
Refund or Administrator Password.
Go to: Menu >Void Transaction>
Last transaction/By Transaction
Reference.
To void a transaction using “By
Transaction Reference” enter
the original transaction reference.
Tyro will give you a transaction
reference number to be noted on
the Manual Transaction Receipt.
EFTPOS transactions can’t be
voided.
Note that debit card transactions
cannot be manually processed.
8
7
Refund Transactions
Settlement Time
Manual Settlements
The Refund function is by default
disabled for security reasons. It
must first be enabled via the settings
menu: MENU >Settings >Enable
Refunds >Enter Refund Password
>Enable >OK. The Administrator or
Refund Passwords are required for
you to process Refunds.
By default each terminal is
configured to settle at midnight,
terminal local time.
In rare circumstances you may
want to force a Manual Settlement
at a non-routine time. This can be
done through the Manual Settlement
feature that is activated via your POS.
Settlement time can be changed;
! On the terminal
! Via Tyro customer support
When using Tyro manual settlement
is not required.
If the wrong password is used the
terminal will lock out for increasing
periods of time every time the wrong
password is entered. After 15 wrong
attempts the terminal will block. Tyro
Support must then be contacted.
For next day funds transfer, the
latest settlement time is 5 am AEST.
If the terminal settles after 5 am
AEST, Tyro’s instructions for the
funds transfer will occur on the
following banking day.
Reprint Receipt
To check the settlement time or to
change settlement time go to MENU
If you want to reprint a receipt
for the last transaction go to:
MENU >Reprint Receipts.
>Configuration>Automatic
Settlement on the terminal.
Tyro Customer Support can
configure the default settlement
time to be fixed to 5am AEST.
If this is selected the settlement time
cannot be changed on the terminal
and the terminal cannot be manually
settled.
Transaction Receipts
Transactions receipts must be
securely stored in your premises
up to six months from the date of
transaction for the case of a dispute.
Terminal Reporting
If for any reason, you wish to
personally change the settlement
time, go to: Menu> Configuration>
Automatic Settlement.
For transaction summaries and
detailed reports go to: MENU >
Print Reports >Summary/Detailed.
Choose reporting date/type of card.
9
In the majority of the cases, Tyro’s
Auto Settlement at your selected time
is the most convenient way to settle.
Manual settlement should only be
used in exceptional circumstances.
Dynamic Currency
Conversion (DCC)
Businesses can register for
Dynamic Currency Conversion
(DCC) offering their international
customers the choice of paying in
AUD or in their home currency.
Tyro offers DCC functionality for
most international credit cards.
If the terminal is DCC enabled,
it will recognise an international
card and will present the cardholder
with a currency choice. Explain the
DCC options to your customers.
Accommodation
The Accommodation Services is
a feature specifically designed for
businesses offering accommodation.
Using the Pre-Authorisation function
you can confirm/guarantee a booking.
This function is by default disabled
and you must call Tyro to enable it.
It will automatically be added to all
terminals linked to a Merchant’s ID.
To enable/disable Pre-Authorisation
per terminal go to: MENU >Settings
>Pre-Auth >Enable/Disable.
The pre-authorised amount cannot
exceed the accommodation fee plus
the expected expenses.
If a customer pays in his home
currency, the transaction amount
will appear both in AUD and in
the foreign currency including
the applied exchange rate.
You can also offer MOTO DCC
to your mail/telephone customers,
provided you have requested the
activation of this feature. You must
be in compliance with the MOTO
DCC Guidelines when doing so.
VISA and MasterCard may audit
merchants offering DCC. If you fail
to comply with the DCC or MOTO
DCC Guidelines they have the right
to stop you from offering DCC.
Go to www.tyro.com to download
the comprehensive DCC and MOTO
DCC Guidelines.
Pre-Authorisations and Completions
can be differentiated and reported on
Tyro’s transaction reporting website
10
Integrated Pay@Table
pre-authorised transaction at a later
stage but before Auto Settlement.
With Integrated Pay@Table, Tyro’s
mobile terminal synchronises with
the POS to enable you to take card
payments at your customer’s table.
The Tipping function is compatible
with DCC allowing the cardholder to
enter the tip in their home currency.
Entering a table number into the
terminal automatically displays
the bill amount to the cardholder,
who will then be guided through
a Full Payment or Split-Bill process.
Different tipping options will also
be offered to the cardholder.
To activate Tipping go to: MENU
>Settings >Tipping >Enable >OK.
Tipping
The Rental Services feature is meant
to accommodate businesses that
offer equipment or vehicles for rent.
Go to www.tyro.com to download
the comprehensive Paying and
Tipping Guidelines.
Rental
The Tipping function allows a
tip to be added to the transaction
amount in two different ways; which
ever suits your business best.
Electronic Imprint
Instead of keeping credit card
details on file as collateral, an
electronic imprint is made and
securely stored by Tyro.
The customer can either enter the
tip amount directly into the terminal
(before the receipt is printed out)
or can manually add the tip to the
receipt afterwards.
As part of this process the customer
acknowledges the bond amount
related to the rental agreement.
Both credit and debit cardholders
can enter the tip directly into the
terminal whereas only credit
cardholders can add a tip directly on
the receipt. To allow for this, enter
a tip of $0 into the terminal directly
after having entered the bill amount.
The terminal will process a PreAuthorisation and will produce a
receipt with space allocated for tips.
The tip amount can be added to the
Return of Goods
11
Once the rented goods returned,
the electronic imprint must be
cancelled through the terminal.
If the goods are not returned or
are damaged, the bond amount
(agreed to by the customer) can
be fully or partially captured by
entering the imprint reference no.
and amount into the terminal.
Gift Card Program
Transaction Data
Tyro’s Gift Card Program includes
a complete set of online reporting
and administrative tools allowing
easy management and evaluation
of card-based programs.
Occasionally a cardholder might
question a transaction on their bank
statement; their bank can request
from Tyro the relevant data. You
must be able to present all receipts.
Your Tyro account manager can
inform you on the advantages of
the Gift Card Program.
Go to www.tyro.com to download
the comprehensive Integrated
Pay@Table, Rental and
Accommodation Guidelines.
After enrolling to Tyro’s Gift Card
Program, call Customer Support
to enable this feature.
Merchant Portal
A complete summary of all types
of transactions and an updated
and detailed breakdown of the
cards used can be found on Tyro’s
Merchant Portal on www.tyro.com
>Log In
You can enter the Gift Card menu
by swiping a Gift Card. You can
then access the following options:
! Issue – Issues a new Gift Card
! Purchase – Processes a Gift
Card transaction
! Add Value – Adds value
to an issued Gift Card. This
option only appears if previously
enabled on the terminal.
! Balance Inquiry
! Void
! Reports
! Enable Add Value
To access this portal, you will
need your username (email
address on your application) and
password (sent to this address).
More information on the use of
the Merchant Portal can be found
on www.tyro.com.
System Updates
Above features apply only to
the Tyro Gift Card Program.
For all other Gift Cards refer
to their program’s guidelines.
Tyro remotely conducts system
updates that guarantee user friendly
and secure terminal usage and
constantly improved functionality.
.
12
PCI-DSS Security
Recommendations
Use Virus Scanners
The POS system and any mobile
devices, e.g. laptops or mobile
phones connecting to the same
network as the EFTPOS terminals,
should have anti-virus and antimalware software installed and
frequently updated using the
automatic software update feature.
As well as protecting cardholder
information, the PCI-DSS Security
Recommendations aim to protect
customer information and systems
sharing the same connection to the
Internet.
Most credit card schemes require the
merchants to be PCI-DSS compliant.
Change Default Settings
We recommend that you change
the default password and security
settings on you router and ADSL
modem to protect your network.
Should members of the staff
with knowledge of any security
passwords cease employment,
all passwords and security codes
should be changed.
Use WPA2 on WiFi networks
Payment Card Industry
(PCI) Rules
PCI Compliance
If you process face-to-face credit
and debit card transactions
exclusively using Tyro’s payment
solution and you follow Tyro’s
MOTO transaction guidelines (found
on the Tyro website), you’ll be
PCI-DSS compliant.
The PCI Security Standards
Council promotes the highest
cardholder data protection.
Three PCI standards regulate
the payment process:
! PIN Transaction Security
Standard (PTS): Standard
for physical and logical security
of the cardholder’s PIN.
! Payment Application Data
Security Standard (PA-DSS):
Data standard aiming to prevent
payment applications from
exposing cardholder data.
! The PCI Data Security Standard
(PCI-DSS): Standard setting
the minimal requirements for
proactively safeguarding
customer’s privacy and payment
card data.
The version of Tyro Payment
Application running on your terminal
is 14.04.XX (Year. Iteration. Patch).
The ‘Patch’ value may change
without negatively affecting security,
PCI compliance or features. Go to
tyro.com for further details of current
versions of the Tyro Payment
Application.
When using other vendors’ POS
solutions you must refer to their
PCI-DSS compliance requirements.
Cyber Security
We suggest you regularly check
www.staysmartonline.gov.au
>Small and Medium Businesses,
a free resource with plenty of
information on cyber security for
small and medium businesses.
Only use WPA2 to secure your WiFi
networks. Avoid unsecured or WEP
encrypted wireless networks.
Use Firewalls
In accordance with security best
practices and the advice of
www.staysmartonline.gov.au,
Tyros recommends you protect your
network with an effective firewall.
Tyro’s recommendations are not
meant to replace the current PCI
Guidelines, which can be found
on www.pcisecuritystandards.org.
13
14
Terminal Damage Policy
Terminal Return Policy
If a merchant damages a terminal,
Tyro will debit the cost of repairing
it or replacing it from the merchant’s
account.
Terminals must be returned to
Tyro within 5 business days of
receipt of the courier satchel sent
to you upon your return request.
Tyro’s flat rate repair fees are:
We will supply you with a prepaid
courier satchel and instructions as
to how to return the terminal.
$160 for XENTA
$260 for XENTISSIMO
The removal of the PIN privacy
shield, the damage or permanent
marking of terminal casing, the
damage from liquids or other
misuse/neglect will attract repair
or replacement fees (e.g.
$90 for a PIN privacy shield
replacement).
Securely package the terminal and
place in courier satchel. Call the
courier company on indicated phone
number to book a pick up, quote the
pre-paid consignment note number
and Tyro’s address: 125 York Street,
Sydney, NSW 2000.
If a Tyro terminal is lost or damaged
beyond reasonable repair - as duly
determined by Tyro - its residual
value will be charged to the merchant.
Above rates exclude GST and are
subject to change.
To order Tyro’s terminal paper rolls,
call Tyro Customer Support. When
ordering, please specify the type of
terminal you are using.
Paper Rolls
Standard delivery time is 5 to 7
business days. Fees may apply.
SIM Card Removal
Tyro Customer Support
Removal of the GPRS SIM card
will automatically disable the SIM
card functionality and will require
the terminal to be returned for
reconfiguration to Tyro.
Call Tyro Customer Support on
1300 966 639 for terminal activation,
authorisations, or other queries going
beyond the content of this Set Up
Guide.
15
If transaction decline codes 04, 13, 34, 35, 36, 63, 67 appear call
immediately Tyro Customer Support on 1300 966 639.
If following transaction decline codes appear call immediately the
customer’s card issuing bank.
00
01
02
03
05
06
07
08
12
14
15
17
18
19
21
22
23
25
30
31
33
37
38
39
40
41
42
43
44
Approved
Problem with card number
Problem with card number
Invalid Merchant ID
Do not honour
Problem with card number
Card reported lost or stolen
Approved
Invalid transaction format
Non existent card number
Issuer not existing
Merchant under dispute
Error - Retry
Problem with card number
Issuer can’t be contacted
Unacceptable transaction fee
Unrecognisable card details
Unrecognisable transaction details
Card not accepted
Transaction declined
Transaction declined
PIN retries exceeded
Not credit account
Function not supported
Card reported lost
Incorrect account type
Card reported stolen
Non valid account type
51
52 Non existing cheque account
53 Non existing savings account
54 Expired card
55 Incorrect PIN
56 Non existent card number
57 Incorrect account chosen
58 Not suitable for this transaction
59 Card appears to be fraudulent
60 Exceed refund limit
61 Exceed withdrawal limit
62 Card has some restrictions
64 Amount incorrect
65 Exceeded withdrawal frequency
66 Transaction declined
75 PIN retries exceeded
76 Unsolicited reversal
77 Transaction declined
78 Transaction not permitted
82 CVV Invalid
86 Can not verify PIN
90 Cutoff in progress
91 Card issuer unavailable
93 Transactioin declined
94 Duplicate transmission
96 System error
97 CVV2 Invalid
Y1,Y2,Y3 Chip approved transaction
Z1,Z2,Z3 Chip declined transaction
© Tyro Payments 125 York Street Sydney 2000 www.tyro.com
16
Troubleshooting
Cannot connect to Tyro
Terminal Activation
Enable Pre-Authorisation
No WiFi network
Terminal does not start/
is not charging
Call Tyro Support
1300 966 639
Get Voice Authorisation
Operates locally 24/7
Mon-Fri: 7am-7pm
Sat-Sun: 9am-5pm
Terminal Issues
After Hours: On-call staff
to be contacted only
in case of emergency.
Order Paper Rolls
Poor GPRS signal
Integration Issues
Terminal does not print/
poor print quality
Call your POS
Software Provider
Real Time Reporting
Invoices / Statement
Terminal not pairing/
not responding to POS
www.tyro.com
> Merchant Login
Cards Payment Statistics
Terminal cannot detect a network cable.
Comprehensive User Guides
No network cable
Online Reporting Manual
Missing PIN or SIM card
Terminal is declining
ALL transactions
www.tyro.com
Manual Transaction Receipt
© Tyro Payments 125 York Street Sydney 2000 www.tyro.com