Tyro Bendigo Bank User manual

User guide
Bendigo Bank
Go EFTPOS reader
Ver 1.0-20220122

Welcome to your new
Bendigo Go EFTPOS reader
1. Quick Start 3
1.1 Download the Tyro Go EFTPOS reader app (“app”) 3
1.2 Log into the app 3
1.3 Charge your device 3
1.4 Pair the app with the Bendigo Go EFTPOS reader (“reader”) 3
1.5 Perform a test transaction 3
2. Getting started 4
2.1 What's in the box? 4
2.2 Get the Tyro Go App 4
2.3 Get to know your Tyro Go App 4
2.4 Get to know your Go EFTPOS reader 4
2.5 Log into the Tyro Go App 5
2.6 Pairing Go EFTPOS 5
2.7 Connecting the reader to an additional smart device 5
2.8 Charging the Go EFTPOS reader 6
2.9 Typical tasks on the reader 7
2.9.1 Accepting card payments 7
2.9.2 Issuing an email receipt 8
2.9.3 Resending an email receipt 8
2.9.4 Refunding a transaction 9
2.9.5 Viewing transaction history 11
3. Other Products available to you 12
3.1 Tyro Portal 12
3.2 Tyro App 12
3.3 Tyro Service Status 12
4. Support and care 13
4.1 Cleaning your reader 13
4.2 Lost or stolen readers 13
4.3 Damage to readers 13
4.4 End of service 13
5. Frequently asked questions 14
5.1 How do I check the battery level of the Go EFTPOS reader? 14
5.2 How frequent should I charge the reader? 14
5.3 Can I perform a transaction while offline? 14
5.4 How do I check the connectivity of the reader to the app? 14
5.5 Why are my login attempts unsuccessful? 14
5.6 What if I forgot my user PIN? 14
5.7 When will card PIN verification be prompted during a transaction? 14
5.8 What if I lost my reader or smartphone? Will my account be at risk? 15
5.9 What if my transaction was interrupted, or I’m not sure if the transaction was completed? 15
5.10 What if my transactions are not in "Sales history?" 15
5.11 What if I drop my reader? 15
5.12 What if I try and open my reader? 15
6. Troubleshooting 16
6.1 My Go EFTPOS reader keeps disconnecting. Why? 16
6.2 How do I restart my reader? 16
6.3 My reader won't charge 16
6.4 Error Codes 16
7. Cautions 17
8. Tampering and safe disposal 17
9. Other things you should know 18
9.1 Devices supported 18
9.2 Accessories 18
9.3 Updating the Go EFTPOS reader app software 18
9.4 Updating the Go EFTPOS reader firmware 18
9.5 Status LEDs 18
10. Warranty 18

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1. Quick Start
1.1 Download the Tyro Go EFTPOS reader app (“app”)
On your chosen device (smartphone or tablet), download the Tyro Go App
from the App Store or Google PlayTM.
Please refer to the App Store or Google Play for supported devices and
software versions.
Download
1.2 Log into the app
Administrators on your account have been sent an email with a temporary PIN for the Tyro Go App. If you
have not received an email by the time you receive your Go EFTPOS reader or cannot find the email, call
Customer Support to resend the credentials.
Once you have retrieved those details and have downloaded the app, log in with your User ID and
temporary PIN then create a new PIN.
Login
1.3 Charge your device
Fully charge your Go EFTPOS reader before first use. To check that it is fully charged, check the Tyro Go
app after pairing with the reader. You can pair to the reader while it is charging.
Charge
1.4 Pair the app with the Bendigo Go EFTPOS reader (“reader”)
1. Switch on the reader using the power button, keeping it close to your smart device.
2. On the smart device, access settings and enable all of the following:
a. Bluetooth connectivity
b. Location services
c. Wi-Fi or mobile network (3G, 4G or 5G).
3. Log into the Tyro Go App using your credentials.
4. Press the “Reader” icon at the top right corner of the Tyro Go app
5. Select “Connect reader” and manually pair to the Go EFTPOS reader by selecting “Connect
manually” and matching the serial number at the back of the reader to the list of available Bluetooth
devices. Alternatively, you can scan the barcode on the back of the reader with the Go app.
6. You should see a message “Reader is connected” when successfully paired.
Connect
1.5 Perform a test transaction
1. From within the Tyro Go App, select the wallet icon to find the Payment page, which also is
the home screen.
2. At the payment page, select the Card payment button.
3. Enter the sales amount, noting that a decimal is not required.
4. If desired, enter a sale description by selecting the “add note” icon on the top right and
selecting “Done”.
5. On the Payment confirmation page, confirm the payment by selecting “Confirm”.
6. Allow the customer to tap their contactless card on the reader. Alternatively, the customer can
insert their card into the reader chip slot.
7. The customer is required to enter their PIN into the app if:
a. The contactless transaction exceeds AU$200, or
b. A chip payment is made.
8. Once the card is tapped or inserted, a beep sound is emitted, and the LED indicator on the reader
will light up. The branding of the card scheme will appear on the mobile or tablet screen, which
indicates payment is processing and authorising.
9. Upon successful authorisation, an e-receipt page will appear.
10. Allow the customer to enter their email address to issue an e-receipt.
11. Proceed by selecting "Send Receipt". Alternatively, select "Skip" if the customer does not wish to
receive an e-receipt.
12. The payment transaction is now complete.
Test

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2. Getting started
The Bendigo Go EFTPOS reader is an EFTPOS card reader that will enable you to accept card transactions using your
smart device. Connected via Bluetooth to the Tyro Go App, the Go EFTPOS reader is a sleek, pocket-friendly mobile device
that allows you to take payments, make refunds and review the day’s transactions.
The Go EFTPOS reader requires the Tyro Go App to operate.
2.1 What's in the box?
Alongside this Bendigo Go EFTPOS reader user guide, you will find:
If any of the items are missing, please contact Customer Support on 1300 108 976.
Bendigo Bank Go EFTPOS reader
powered by Tyro (“reader”)
POS stickers to display the
card schemes you accept
USB Charging cable
2.2 Get the Tyro Go App
Search “Tyro Go” and download the app from the App Store or Google Play
Supported devices and operating system versions are found on the respective
App Store or Google Play.
1
2
3
4
5
6
Button for Bluetooth
pairing
Micro USB port
On/Off Button
LED indicator
Contactless reader
Opening for inserting
a credit or debit card
6
5
4
321
6
5
4
321
6
5
4
321
2.3 Get to know your Tyro Go App 2.4 Get to know your Go EFTPOS reader
1
Payment
Reader Internet
Hello, Happy Business
Card payment
One time payment
More option
Payment
acceptance
page
Transaction history
Settings
Initiate card or
mobile payments
Internet/Reader
Registered trading name
Green indicator : Connected
Grey indicator : Disconnected
2
3
4
5
6
10:00 4G

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2.5 Log into the Tyro Go App
If this is the first time you are logging in to the app, authorised Signatories on
your account have been sent an email with a temporary PIN for the app. If you
haven't received the email by the time you receive your Go EFTPOS reader or
can't find the email, call Customer Support on 1300 108 976.
Once you have retrieved those details and have downloaded the app, log in and
set a new PIN.
Setting a PIN
• For first-time users, you will be asked to set a new PIN.
• Enter a 6-digit PIN and confirm.
• Set and memorise a PIN that is not easy to guess (Birth date, Postcode etc)
• Additionally, sequential numbers (123456) and repetitive patterns (001100,
123123) are not permitted and will be rejected as a valid PIN.
2.6 Pairing Go EFTPOS
• Switch on the reader, keeping it close to your
smart device.
• On the smart device, access settings to enable:
• Bluetooth connectivity
• Location services
• Wi-Fi or mobile network
• Access and log into the app with your
credentials
• Select the "Reader“ icon at the top right
corner
• Select "Connect to reader" and pair by:
• matching the serial number at the back of
the reader to the list of available Bluetooth
devices;
• scanning the serial number on the back of
the reader using the smart device camera
Tip: Keep your reader within 10m of your
smart device.
When the reader has successfully paired, the
reader icon on the homepage will indicate a
green dot.
matching the serial
number
scanning the serial
number
2.7 Connecting the reader to an additional smart device
To pair a new smart device to the reader, repeat the steps above.
Only one smart device can pair with the reader at a time.

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Payment
Reader Internet
Hello, Happy Business
Card payment
One time payment
More option
10:00 4G
2.8 Charging the Go EFTPOS reader
Using the supplied USB charging cable, plug the cable into the port on the
reader, and the other end into a powered USB port.
When charging, the green LED light will blink. The green light stops flashing
when the ready is fully charged. Charging times vary depending on usage since
the last charge, but it should take no more than two hours to charge if not in use.
You can use the reader while charging.
A fully charged battery can last for 8 hours with regular usage and 24 hours if
the reader is idle. The reader will disconnect from the app and shut off after 2-3
minutes of inactivity.

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After confirming the payment amount, the contactless icon and contactless payments
indicator will illuminate on the reader, indicating that it is ready to accept a card or
device payment.
Follow the instructions to insert or tap the card.
2.9 Typical tasks on the reader
2.9.1 Accepting card payments
Taking payment is straightforward. Note that the reader must be paired to your smart device, and your smart
device must have an internet connection to begin the process of taking a payment.
As soon as you open the app, it will automatically pair to the reader if paired previously.
At the payment page,
select the Payment icon
Enter the Sales amount. Note that a decimal
is not required.
Optional: Enter the sale description if you
prefer by selecting the “add note” icon
on the top right.
Confirm the payment
amount
Allow the customer to tap their contactless card or mobile device on the reader.
Alternatively, the customer can insert their card into the chip slot.
Note: The reader only supports contactless and chip-based payments. Magnetic
stripe (card swipe) is not supported.
The customer may be required to enter a PIN if:
• the contactless transaction exceeds AU$200; or
• a chip payment is made.
Important: As the merchant, you should provide adequate privacy for the cardholder
to enter their PIN. In addition, you should remind the cardholder to cover the screen
when entering their PIN to protect their confidentiality.
Once the card has been tapped and the PIN successfully entered (if required), the
reader will release a beep sound, and the LED indicator will light up.
The app will display the logo for the card used for the transaction, e.g. Visa, and then
attempt to authorise the transaction.

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2.9.2 Issuing an email receipt
Upon successful authorisation, the e-receipt screen
will appear.
Allow the customer to enter their email address to
issue an electronic receipt.
Proceed by selecting “Send receipt”.
Alternatively, select “Skip it” if the customer does
not wish to receive an electronic receipt.
The payment transaction is complete.
If requested, the Customer will receive an email
with the pdf receipt attached to it.
The email will show the merchant trading name on
the top, and some details of the transaction.
More details of the transaction will be attached via
a pdf.
2.9.3 Resending an email receipt
If the customer wants their receipt to be send to them again, simply find the transaction in the completed
transaction list and resend.
(Note that only transactions that have not been settled will appear in the transaction list. Transactions are settled
typically at 5am the next business day, after which they will no longer be listed in the app).
Find the appropriate
transaction.
Enter the email address of the cardholder.
Select “Resend e-receipt”.
The receipt will be
sent.

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2.9.4 Refunding a transaction
To process a refund,
On the payment screen, select “More
options” at the bottom
Enter your PIN to start
the refund process
Enter the refund amount
Select “Continue”
And then select “Confirm” to
continue the refund.
Allow the customer to insert their card into
the reader.

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Upon successful completion, the e-receipt page will be presented.
Allow the customer to enter their email address to issue the e-receipt.
Proceed by selecting “Send receipt”.
Alternatively, select “Skip it” if the customer does not wish to receive an
e-receipt.
The refund transaction is complete.
You can now send the refund receipt to the cardholder if they
would like a receipt.
If requested, an email will be sent to the cardholder with
the receipt attached.
The email will have your merchant name in the header and
the details of the refund.

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2.9.5 Viewing transaction history
You can view a listing of all your unsettled transactions. To access this listing,
select “Transaction” on the bottom of the main screen:
Here you will be presented with all the unsettled transactions, including
purchases and refunds.
Processed transactions will display the following information:
• Date and time of payment
• Approval code
• Payment amount.
You can also search transaction history by approval code, amount, receipt
number or the last four digits of the card used for the transaction.
Note that only unsettled transactions will be displayed. As settlement occurs
at 5am, “today’s transactions” will include unsettled transactions that have
occurred from 5am. For settled transactions, feel free to use the Tyro Portal or
the Tyro App (described below).

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3.1 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, the ability to create a
reconciliation report that details total transaction
amounts for each EFTPOS machine over a specific
time period, and much more.
Your credentials for the Tyro App are the same as
the Tyro Portal. If you do not have your credentials -
please contact Customer Support
3.2 Tyro App
The Tyro App enables you can stay on top of business
with real-time EFTPOS data, letting you access hourly
transaction reports for each of your locations, check
Tyro Service Status and access Tyro Help. If you haven’t
already, download the Tyro App from Google Play or
the App Store. Your credentials for the Tyro App are
the same as the Tyro Portal. If you do not have your
credentials - please contact Customer Support
3.3 Tyro Service Status
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.
3. Other Products available to you

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4. Support and care
For any issues, please call our 24/7 Australian support team at 1300 108 976 or email [e-mail].
4.1 Cleaning your reader
It's essential to regularly clean your reader to
protect it from dirt and damages. 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 spray household cleaners or surface
disinfectants directly on your reader, and do
not use solvents like acetone, white spirits or
isopropanol.
• Apply the 70%-75% ethanol with water to a
cloth, gently rub the exterior of your reader.
• Aim to clean your reader daily. If your reader
gets a significant amount of use, you should
consider cleaning it multiple times per day.
4.2 Lost or stolen readers
If your reader becomes lost or stolen, please call the Tyro Customer Support team at 1300 108 976 immediately for
remote deactivation. Acting promptly will help to reduce any potential for fraud.
4.3 Damage to readers
If your reader becomes damaged in any way, please call the Customer Support team immediately for assistance.
4.4 End of service
If you choose to end your Go EFTPOS reader powered by Tyro service, please let the Customer Support team know
as soon as possible, so they can remotely deactivate the device and your account. After deactivation, the device
will no longer be available for transactions.
Top tip:
Keep a bottle of hand sanitiser near your reader and
encourage anyone that needs to touch the reader to
please sanitise their hands first.

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5. Frequently asked questions
5.1 How do I check the battery level of the Go EFTPOS reader?
You can find the battery level from the reader settings. To view, click the reader icon at the top right corner of the
Tyro Go App.
5.2 How frequent should I charge the reader?
The Bendigo Go EFTPOS reader uses a lithium-polymer battery, and charging frequency depends on your usage.
It is advisable to keep your reader sufficiently charged when taking payments to avoid disruptions. You may
experience disconnection issues when the battery level drops below 20%.
The reader can still be in use while charging.
5.3 Can I perform a transaction while offline?
Offline transactions are not permitted.
The smart device you use for the Tyro Go EFTPOS reader app must have an internet connection - either a mobile
(3G, 4G or 5G) or a Wi-Fi connection.
In addition, the reader must be connected to the smart device via Bluetooth.
5.4 How do I check the connectivity of the reader to the app?
When the Go EFTPOS reader is paired to the Tyro Go EFTPOS reader app, the reader indicator on the app screen
will display in green.
Otherwise, pair the reader by:
• Enable Bluetooth in the mobile device settings.
• On the app, select the “Reader settings” icon on the top of the screen.
• Select “Connect to reader” to pair the reader, matching with the serial number displayed at the back label of
the device.
• Once paired, the reader indicator on the app screen will display in green.
5.5 Why are my login attempts unsuccessful?
• The User ID or User PIN could be incorrect.
• There could be an error in the connection.
• A user account is suspended or has been inactive. Please contact Customer Support on 1300 108 976.
5.6 What if I forgot my user PIN?
Select “Forgot user PIN” on the login page. Enter
the user ID and email address to receive instructions
to reset your PIN.
5.7 When will card PIN verification be prompted during a transaction?
For contactless transactions, PIN verification will be prompted if the sales amount exceeds AUD200.
Any transaction made via chip payments will prompt PIN verification.

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5.8 What if I lost my reader or smartphone? Will my account be at risk?
Kindly report the loss to Tyro Customer Support as soon as possible so we can lock the account.
5.9 What if my transaction was interrupted, or I’m not sure if the transaction was completed?
Before performing another transaction, navigate to “Sales history” to search for the transaction.
All non-settled transactions, including refunded transactions displayed in “Sales history”, are approved and
successful transactions. Settlement time is 5 am, after which the history will be cleared from the transaction list.
If your transaction is not listed before the 5 am settlement time, then the transaction did not occur, and you can
request to perform the transaction over again.
5.10 What if my transactions are not in "Sales history?"
All transactions displayed in “Sales history” are approved transactions (not settled) and refunded transactions.
If the transaction is not displayed, the transaction was not successful, or the transaction has already been settled.
Settlement time is 5 am, after which the history will be cleared
5.11 What if I drop my reader?
Your reader might not work if it is damaged. Kindly reach out to Tyro Customer Support for assistance.
5.12 What if I try and open my reader?
Do not open your reader. For your protection, your reader has an auto-wipe feature that stops it from working when
someone tries to tamper with it. Kindly reach out to Tyro Customer Support for assistance.

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6. Troubleshooting
Error Code Display Message Description
2002 Session is expired. Error session timeout.
3011 You have exceeded a maximum number of attempts.
Please contact Tyro
Mobile user account is
blocked/suspended.
3020 Please activate account using another phone/device. Merchant’s phone/device does
not match.
5010 Mobile user account is blocked/suspended. Merchant’s phone/device does
not match.
5110 Unable to continue transaction. Please try again. Error during payment
transaction. ID out of sync.
5120 Unable to process payment. Please try again later. If the
problem persists, please contact Tyro.
The batch has failed, or is
unsuccessful.
7005 An error has occurred. Please remove the card and try again. Card cannot be detected.
7056 Transaction failed. Transaction amount exceeded
limit.
9001 Error detected while processing card. Invalid card (ie. ATM and other
chip-based Smart Card)
6.1 My Go EFTPOS reader keeps disconnecting. Why?
Try these troubleshooting steps:
• Close and reopen the Tyro Go EFTPOS reader app on your device.
• Ensure the app software is current.
• Turn on Bluetooth from your smart device settings.
• Ensure the reader is within 10 metres of your smart device.
• Check that the Go EFTPOS reader has adequate battery power.
• Restart your smart device.
• Restart the reader.
• Move the reader away from common sources of Bluetooth interference such as microwave ovens,
poorly shielded power lines, 4GHz cordless telephones, or Wi-Fi speakers.
• If you are using an Android device, clear the Bluetooth cache.
• If using an Apple device, see Apple’s article on Bluetooth interference for additional information.
6.2 How do I restart my reader?
Hold in the power button momentarily until you hear a series of descending tones.
To turn it back on again hold in the power button until you hear ascending tones.
6.3 My reader won't charge
• Plug the charging cable into another USB port.
• Force shut down of the reader by holding in the power button.
If you are still having problems, contact Customer Support.
6.4 Error Codes
The following are error codes you may experience on the Tyro Go EFTPOS reader app:
In the unfortunate situation your machine is damaged and needs to be returned,
please call Customer Support on 1300 108 976,
24/7, 365 days a year

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7. Cautions
• Do not switch apps when taking payments. Allow the transaction to process completely before switching or
closing the app.
• Do not use while operating a vehicle.
• Do not leave in a vehicle in extreme heat.
• Do not drop, knock, or shake the Go EFTPOS reader. Rough handling could break internal circuit boards and
mechanics.
• Do not expose the reader to rain or spilled beverages.
• Avoid contact with other metal objects (e.g., keys/coins in pocket) to avoid unsightly scratches.
• Avoid activating buttons with long, pointed fingernails.
• Avoid charging the battery in intense heat or extremely cold environments. The battery has its optimum
performance at an ambient temperature of -10°C to +40°C.
• Store your Go EFTPOS reader in a cool, dry place. If in long term storage, ensure the battery is fully charged
before storage. Check the battery level periodically and recharge every six months to avoid damage to the
device or battery.
• Do not disassemble your Go EFTPOS reader or its accessories. If service or repair is required, contact Customer
Support to organise for the unit to be returned. If the unit is disassembled, this will void the warranty and will
render the device inoperable.
8. Tampering and safe disposal
Ensuring you’re protected.
The PCI Security Standards Council requires that all companies and personnel taking in-person payments or
physically interacting with a payment card, must be trained to protect card payment devices.
To protect your business and customers from fraud, we advise the following steps:
1. Maintain an inventory:
When you receive a new Tyro Go EFTPOS reader, make a list of your device’s model and serial number, and keep it
in a safe place. Make a diary note to regularly check your device against this list for any evidence of substitution.
2. Safeguard against tampering:
Each Tyro Go EFTPOS reader ships with a unique software key that allows only Tyro merchants to use it. That key
is automatically wiped when the reader is tampered with (someone tries to open and disassemble the reader) or
broken (cannot accept payments anymore). If tampered with, the first and second LEDs on the left of the reader
will flash red continuously.
Even with this key, we do recommend other actions to stay on top of fraud.
When unattended, specifically out of business hours, ensure the reader is stored safely to avoid theft and
manipulation, and check the reader each day for any signs of tampering.
During regular business hours, inspect your reader from time to time. Specifically, look for unauthorised changes to
the device, including new or frayed stickers, broken seals, a change in look or colour of your reader, damage to the
device - especially around the seams, or any damage to cables or other materials that could mask damage.
If you suspect tampering of your device, suspect unusual login activity, or if your device has gone missing – please
contact Tyro Customer Support immediately on 1300 108 976.
To safely return your Tyro Go reader:
If you need to return your Tyro Go EFTPOS reader for any reason, please call Tyro Customer Support 24/7, and they
will instruct you on how to return your device safely and securely to Tyro. Please note: Tyro will never send someone
to service devices on-site.
For more security information, please refer to www.tyro.com/security.

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9. Other things you should know
9.1 Devices supported
Please refer to the Apple App Store or Google Play for supported devices and supported OS software versions.
9.2 Accessories
Use only the approved charging cable.
9.3 Updating the Go EFTPOS reader app software
Depending on the settings on your smart device, software updates will be applied automatically or manually.
We encourage you to keep your app up-to-date for the best experience.
9.4 Updating the Go EFTPOS reader firmware
When the reader requires an update to its firmware, you will be notified in the app.
Firmware updates are mandatory and cannot be paused.
The app will download the latest reader firmware and then apply the update to the reader. When the update has finished,
the reader will restart automatically.
In all situations, please follow the instructions on the app.
To see what firmware version is currently running on the Tyro Go EFTPOS reader, from the home screen:
• Select “more” on the bottom right
• Select “Reader settings”
Your “Reader version” will be listed.
9.5 Status LEDs
The LEDs on the reader will illuminate from time to time. Some of the patterns are standard operating patterns, while
others may indicate an error.
Please see below:
LED Indication Description
No LEDs illuminated The device is off
The first LED is flashing red The device has been turned on
The second LED is solid red The device battery is charging
The first LED is solid white The device is in normal operating mode
All four LEDs are flashing white in
sequence
The device is waiting for Bluetooth
pairing
The fourth LED is flashing red Bluetooth is connected
The first and second LEDs are flashing red The device may have been tampered
with*
All four LEDs are flashing red Device error
tes a tampered state or device error, please call Customer Support 24/7 at 1300 108 976.
10. Warranty
Your Tyro Go EFTPOS reader comes with 12 months warranty. Contact our Customer Support for any concerns at
1300 108 976.
Thank you for transacting with Bendigo Bank powered by Tyro

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are trademarks of Google LLC.
Bendigo Bank EFTPOS and eCommerce powered by Tyro is issued by Tyro Payments Limited ACN 103 575 042
AFSL 471951 (Tyro). As Tyro does not take into account your personal circumstances, please consider if these
products are suitable for you. You can contact Tyro on 1300 108 976 or tyro.com/support/ and access Tyro’s
dispute resolution process at tyro.com/complaint-resolution-process/.
2021 © Tyro Payments Limited ACN 103 575 042. All rights reserved