Below you will find some simple steps to get you up and transacting as soon as possible.

Getting Started

The first step is to activate your EFTPOS machine

Call 1300 00 TYRO (8976) to speak to our Australian-based Customer Support team available 24/7, 365 days a year. Please quote your business trading name and the serial number located on the bottom of the EFTPOS machine. The serial number is a 7 digit alphanumeric code eg. AAA2222

As part of the process you will be assigned and emailed a Merchant ID number (MID)

Note: You may have been assigned multiple MIDs, depending on the requirements of your business and EFTPOS machine Examples include if you have more than one trading location, or wish to settle different machines to different bank accounts
MIDs are unique identifiers for your EFTPOS machine/s with Tyro. We suggest you note them down for future reference
We will ask you for your MID when you call our Customer Support line, when ordering paper rolls, and we will sometimes refer to your MID/s in communications and service updates. It’s important you keep your contact details with Tyro updated, so we can make sure you have the information you need to keep your EFTPOS machine running smoothly.
Please note, when calling 1300 00 TYRO (8976) for assistance with your EFTPOS machine, ID checks may be performed dependent on the nature of the enquiry.

Getting Set Up

Network settings

Your new Tyro EFTPOS machine provides 3G and Ethernet (Countertop model) or Wifi (Mobile model) network connectivity options. These options can be selected through the machine's configuration menu.

To change connectivity:

For CounterTop machines:
- Select Menu > Network Connection > 3G/Ethernet
For Mobile machines:
- Select Menu > Network Connections > 3G/WiFi

To connect your CounterTop machine via Ethernet, ensure you connect the EFTPOS machine to your network by plugging one end of the Ethernet cable into the available socket on the machine base and the other end to a spare port on your modem, router or switch. If the machine does not detect the network, check that the Ethernet cable is correctly plugged in. Also, check if there is activity/power on the connection at the router/modem/hub.

For Mobile machines, you need an internet connection to process a transaction, ideally WiFi, although a 3G/4G SIM is included in the machine as a backup connection method. Follow the below steps to connect to the internet.

Turn on the EFTPOS machine by pressing the yellow ‘CORR’ button
If you see ‘Network Setup’ then you will need to connect to the internet. Select WiFi and enter your WiFi password
If you are prompted to choose DHCP or Static, select DHCP unless you have specific network requirements
If you see ‘Sign on failed’, make sure your internet is connected and that you have entered the WiFi password correctly. Remember passwords are case sensitive

EFTPOS machine

Once your machine is connected to a working power source you should see ‘Tyro Terminal Setup’
Press ‘Next’
Choose/enter your new Admin Password – this needs to be four numbers, no sequences (eg. 1234) or repetitions (eg 4444) are accepted.
This will give you access to the Configuration menu where you can enable the following features, if your business is eligible for them:
1. Refunds - you will be asked to set a password*, this will be required each time you enter a refund amount
2. MOTO
3. Cash out
4. Pre-authorisations
5. Pair with POS: Select ‘Skip’ if you will be manually processing all payments on your EFTPOS machine. Select ‘Start’ if you have a POS that you integrate with
6. Tipping: You will also be able to enable tipping on the machine where you will be asked to set a password*, this is used to access the tipping report

*The Refund and Tipping passwords can be the same as the Admin password, or you can make it different for added security.

Notes on Passwords

The Admin password is used to modify machine settings and to set and change passwords for refunds and tipping. All passwords protect the security of your EFTPOS machine, so you don’t want them to be too easy to guess.

You can change your passwords by selecting ‘Menu’ and ‘Change Passwords’.
The machine will automatically enforce a temporary lock-out after three or more unsuccessful password attempts.

If you have forgotten your password follow these steps:

Press ‘Menu’
Select ‘Configuration’
Instead of entering the Admin Password, note the additional option for ‘HELP’ at the bottom of the screen
Select ‘HELP’ and ‘Yes’ . The email address where the passwords have been emailed to will show on the screen

Pairing your POS/PMS with your EFTPOS machine

To process integrated EFTPOS transactions and/or Medicare Easyclaim, your EFTPOS machine must be paired with your Point of Sale (POS) or Practice Management Software (PMS).

To pair your EFTPOS machine follow these steps:

Press ‘Menu’
Select ‘Configuration’
Select ‘Integrated EFTPOS’
Select ‘Pair with POS’

Your merchant ID and terminal ID will be displayed on the EFTPOS machine. You can use this information to input into your POS/PMS software. You will then have to initiate the pairing sequences through the POS/PMS software and press “start” on the machine. Once successfully paired, the POS/PMS name will appear on the EFTPOS machine.

If your EFTPOS machine doesn’t react to a POS/PMS initiated transaction, follow the instructions that appear on your POS/PMS display or call our Customer Support team on 1300 00 TYRO (8976).

Tyro Portal

When you log in to the Tyro Portal you can view your EFTPOS transactional reports and insights to help you run your business. Specifically you will have access to: a deeper dive to determine card details and verification method; cancelled and declined transactions; ability to create a reconciliation report that details total transaction amounts for each EFTPOS machine over a specific time period; and much more.

Visit merchant.tyro.com to get started

Tyro Service Status

Every now and then things don’t go to plan. At status.tyro.com you can see our systems’ real time status and opt-in to notifications for systems including transaction processing, EFTPOS machine connectivity and the Tyro Portal

Processing a refund

When a customer is charged the wrong amount, you can refund the whole amount or difference to their card. From the Menu:

Select ‘Transactions’ and ‘Refund’
Enter the refund password
Enter the amount you wish to refund to the card
Ask the cardholder to swipe/insert the card, select the account and enter the PIN (refunds to credit accounts don’t require a PIN)
Press ‘OK’
The EFTPOS machine will print a receipt confirming whether the refund was approved or declined

Please note: refunds cannot be processed when the EFTPOS machine is offline

EFTPOS Features

To discuss or enable any of the EFTPOS features listed below, call our Customer Support team on 1300 00 TYRO (8976).

Dynamic Surcharging

With the Dynamic Surcharging feature, you can apply a surcharge to most customer card transactions with confidence. It automatically applies your configured surcharge so you can recover part or all of your costs of accepting card payments fees easily. To find out more about Dynamic Surcharging, how to enable it via the Tyro Portal and to download editable signage so you can clearly communicate your surcharge rates to customers, visit tyro.com/surcharging

Cleaning your EFTPOS machine

It’s important to regularly clean your EFTPOS machine to avoid germs and maintain its hygiene. To do this:

Use the same cleaning agents you would use to clean a laptop or smartphone e.g. only a solution of 70%-75% ethanol with water
Do NOT use spray household cleaners or surface disinfectants directly on your machine, and do not use solvents like acetone or white spirits or isopropanol
Apply the 70%-75% ethanol with water to a cloth, gently rub the exterior of your EFTPOS machine, paying particular attention to the keypad
Clean the display by gently rubbing with an antistatic cloth
Aim to clean your EFTPOS machine daily. If your machine gets a significant amount of use, you should consider cleaning it multiple times per day

Top tip: Keep a bottle of hand sanitiser near your EFTPOS machine and encourage anyone who has to touch the machine to sanitise their hands first.

Troubleshooting

Rebooting your EFTPOS machine

The first step to resolving a problem with your EFTPOS machine is to reboot. You can do this by following these steps:

Hold down the yellow ‘Corr’ key for approx. eight seconds or until “Reboot Now” is displayed
Release the key and allow the reboot to complete
Allow two minutes for the machine to reboot – a completed reboot can be confirmed when your Trading name is displayed on the machine screen

In the unfortunate situation your machine is damaged and needs to be returned please call Customer

Issues with terminal - Troubleshooting your device