Tyro Pro User manual

User guide
Tyro Pro EFTPOS machine

Welcome to your new
Tyro Pro EFTPOS machine
1. Getting started 3
1.1 What’s in the box? 3
2. Handy information 3
3. Your new Tyro Pro EFTPOS machine 4
4. Getting set up 5
4.1 Installing and charging the battery 5
4.2 Inserting a paper roll 5
4.3 Network 6
4.4 Payments app 7
4.4.1 Setting your passwords 7
4.4.4 Choosing receipt printing 7
5. Other products available to you 8
5.1 Tyro Portal 8
5.2 Tyro App 8
5.3 Tyro Service Status 8
6. Start transacting 9
6.1 Accepting a payment 9
6.2 Processing a refund 9
6.3 Reversals 9
7. Settlement reports 10
7.1 Accessing Settlement reports 10
8. Cleaning your Tyro Pro 10
9. Settings 10
9.1 Payments app 10
9.2 Device 10
10. Troubleshooting 11
10.1 Reboot your Tyro Pro 11
10.2 Unable to connect to the internet 11
10.3 Incorrect passwords 11
11. Error codes and descriptions 12
12. Ensuring you’re protected 13
12.1 Maintaining an inventory 13
12.2 To safeguard against tampering 13
We recommend bookmarking this guide for future reference.
It provides useful tips and steps for commonly used functions and questions.

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1. Getting started
1.1 What’s in the box?
1. Your new Tyro Pro EFTPOS machine
2. Power adapter and cable
3. Long-life rechargeable battery
4. 2 paper rolls
5. Quick start flyer, with a link to your “Get set up guide”
If any of these items are missing, please contact our dedicated Pilot support team
on 02 8311 5884 between 8am and 8pm, Monday to Friday.
2. Handy information
• If you are new to Tyro, you have been emailed with your Merchant ID (MID)*. MID(s) are unique identifiers for
your account with Tyro. Existing customers can find their MID via the Tyro Portal. We suggest you note them
down somewhere safe for future reference.
• Note: You may have been assigned multiple MIDs, depending on the requirements of your business.
Examples include if you have more than one trading location or wish to settle different machines to
different bank accounts.
• We will ask you for your MID when you call our Customer Support line, and we will sometimes refer to your
MID(s) in communications and service updates.
*Please note, when calling Tyro for assistance with your EFTPOS machine, ID checks may be performed dependent on the nature of the enquiry.
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.
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3. Your new Tyro Pro EFTPOS machine
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8
11
9
10
6
1
45
2 3
1. Power button
2. Volume keys
3. USB Type-C connector for
power charging
4. Paper roll cover
5. Battery cover
12. Speaker
13. SIM 1 card slot
14. SIM 2 card slot
15. Battery socket
16. Battery compartment
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15 16
6. Contactless sensor
7. High resolution touch screen
8. Smart card reader
9. Easy loading printer
10. LEDs for contactless
transactions
11. Magnetic card reader

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4. Getting set up
4.1 Installing and charging the battery
The battery provided is designed specifically for your Tyro Pro machine.
1. Before plugging in your machine, turn your machine over and unclip the battery door by pushing the clips as
shown in the picture below.
2. Find the battery pack included in the box and place in the back of the machine.
3. Attach the battery door.
We recommend fully charging the battery before first use. When used daily, the machine charges its battery each
time the power adapter is connected.
To charge your battery:
• Connect the power adapter provided to the machine USB type-C connector
• Connect the power adapter to the power supply
• The battery icon on the top of the screen will show that it is charging
4.2 Inserting a paper roll
The Tyro Pro uses the same paper roll as the Tyro Mobile EFTPOS machines. Paper rolls can be purchased via the
Tyro App or Tyro Portal. To insert a paper roll:
Note: Only use paper rolls provided by Tyro – unapproved paper rolls may damage the printer in your machine.
1. Open the paper cover by lifting the catch located at the top of your Tyro Pro and pull the cover down towards
the back of the machine.
2. Insert the paper roll following the picture below.
3. Pull the paper so that you can see the receipt paper when you clip the cover into position.
Advice: when inserting a new paper roll, tear of the first length to avoid printing on the adhesive area.
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4.3 Network
You need an internet connection to process a transaction. Your new Tyro Pro provides mobile and WiFi network
connectivity options. We recommend that you use WiFi; the machine will attempt to automatically switch over to
the mobile network if it is unable to connect to your WiFi.
Follow the steps below to connect to the internet:
1. Turn on the machine by pressing the Power key (see diagram on Page 4).
2. Tap ‘Get Started’. Your machine will scan for available WiFi networks.
• Note: If you don’t immediately see the network you are looking for, the device will auto scan for new
networks after 30 seconds
3. Tap and select your chosen WiFi network.
4. If prompted, enter your WiFi password and tap ‘Connect’.
5. Once connected you will see a success message:
• Select ‘Next’ to be taken to set up your Payment app preferences; or
• Select ‘Change WiFi Network’ if you want to connect to a different WiFi network
If you see ‘No WiFi networks found’:
1. Select ‘Search again’ or ‘Skip WiFi’ if you wish to connect to mobile network.
2. Select ‘Connect to mobile network’ and once connected you will see a confirmation message.
3. Tap on ‘Next’ and you’ll be directed to the Payments app preferences screen.

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4.4 Payments app
Once connected to the internet, you will be prompted to set up your Payments app preferences.
4.4.1 Setting your passwords
1. When prompted to set your Admin password, enter and confirm, and hit ‘Next’. The Admin password gives you
access to manage your device settings and change your Payments app preferences.
4.4.4 Choosing receipt printing
After setting your passwords and features, you will see a screen ‘Preferences’.
1. Select ‘Print Merchant receipts’ and choose from:
• ‘Always ask’ (the machine will ask if you want a merchant receipt after every transaction)
• ‘Always’ (always print the receipt)
• ‘Never’ (never print a receipt)
5. Select ‘Print Customer receipts’ and choose from: ‘Always ask’, ‘Never’ or ‘Always’.
6. Select ‘Next’ at the bottom of the screen, you will see ‘Getting Payments app ready’ and shortly after ‘Set up
Complete’.
You are now ready to take payments.
Note: All passwords protect the security of your Tyro Pro, so you don’t want
them to be too easy to guess. When choosing your password, please note:
• Must be 6 digits
• All digits cannot be the same e.g. 111111
• Digits cannot be sequential e.g. 123456
2. Next you will be prompted to set your Operator password, which is required to perform refund transactions.
This password cannot be the same as the Admin password. When choosing your Operator password, note the
guidance provided above.
3. Enter, confirm your password, and hit ‘Next’.
You can change passwords via the Settings menu in the Payments app.

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5. Other products available to you
5.2 Tyro App
You can’t be in-store all the time. But with the Tyro App 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 on
Google PlayTM or the App Store.
5.3 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 including transaction processing, EFTPOS machine
connectivity, and the Tyro Portal.
5.1 Tyro Portal
The Tyro Portal is a great tool for helping you with your
daily and monthly reporting. It not only provides an instant
snapshot of your day’s takings, but it can also generate
monthly reconciliation and cost analysis reports, giving you
valuable overviews of your business activity. Here, you can
also access your daily machine reports, monthly invoices,
forms for additional services, and discover more about our
Dynamic Surcharging feature. Visit merchant.tyro.com to
get started.

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6. Start transacting
6.1 Accepting a payment
With your Tyro Pro, the following payment types can be taken:
• Contactless payments (Tap & Go) and Card Insert
• Visa, Mastercard®, American Express*, JCB, and eftpos
• Google Pay, Apple Pay, and Samsung Pay
*If you already have a merchant agreement with American Express please call Customer Support 24/7, 365 days a year on 1300 00 TYRO (8976)
to organise enablement on your machine. If you don’t have a Merchant Agreement with American Express, Tyro can fulfil that for you on behalf
of American Express as long as you’re eligible for the American Express Direct Settlement program with Tyro.
For more information go to help.tyro.com.
To take a payment, you will see the ‘Enter purchase amount’ screen by default on your machine:
1. Enter the transaction amount (a decimal point is not required) and select ‘Proceed’.
2. Ask the cardholder to tap/insert their card or tap their mobile device.
3. If prompted, ask the cardholder to select the Account, and PIN and select ‘Confirm’.
4. If successful, you will see an ‘Approved’ message and depending on your chosen receipt settings, the machine
will print a receipt, or ask you if you want to print a receipt.
Important: As the business operator, 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.
6.2 Processing a refund
If you need to refund the whole transaction amount or difference to a customer's card, on the Purchase screen:
1. Select the icon on the top left of the screen.
2. Select ‘Refund’.
3. Enter the refund amount and press ‘Refund’.
4. Enter the Operator password.
• Note: Alternatively, you can select the icon at the top right of the screen to use the Admin password
5. Ask the cardholder to tap/insert the card, select the account, and enter their PIN.
6. If successful, you will see an ‘Approved’ message and your Tyro Pro, depending on your chosen receipt
settings, will print a receipt, or ask you if you want to print a receipt.
6.3 Reversals
In the event a transaction can't be completed due to a system error, it will be reversed automatically.
Clearing a reversal may take a few moments, especially if there are network connectivity problems. When this
happens, you will see a message ‘Check your network settings or restart your device’.

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7. Settlement reports
Tyro Pro has an automatic settlement procedure in place, meaning you won’t need to manually settle the machine every
day. The machine is defaulted to settle at 5am.
7.1 Accessing Settlement reports
To see settlements for the pending day, or the previous day:
1. Select the icon on the Purchase screen (top left-hand corner).
2. Select the Hamburger menu icon (top right-hand corner).
3. Select ‘Reports’ and then ‘Settlement reports’.
4. By default, you will see a summary of transactions pending settlement. You can alternatively choose to see a
summary of all the transactions that were previously settled.
5. You can also find an option on the top right of the screen to print the settlement report.
8. Cleaning your Tyro Pro
It’s important to regularly clean your machine to avoid germs and maintain its hygiene. To do this:
• Unplug all wires from your machine
• Use a soft cloth that is very slightly soaked with soapy water to clean the outside of the machine
• Do not clean the electrical connections
• Do not use solvents, detergents or abrasive products. These materials might damage the plastic or electrical
contacts
• Avoid exposing your machine to direct sunlight
• Do not put anything into the card reader slot
Top tip:
Keep a bottle of hand sanitiser near your machine and
encourage anyone who has to touch the machine to sanitise their hands first.
9. Settings
9.1 Payments app
Manage your Payments app preferences to best suit your needs including; ‘Print merchant receipts’, ‘Print
Customer receipts’, ‘Change Admin password’, and ‘Change Operator password’.
1. Select the icon on the ‘Enter purchase amount’ screen.
2. Select the Hamburger menu icon.
3. Select ‘Settings’.
4. Enter your Admin password.
5. A list of Payments app preferences will be visible, select the preference you want to change and follow the
corresponding prompts.
9.2 Device
These settings are not specific to the Payments app and are not password protected. These include:
• Network and connectivity
• Turn WiFi on/off
• Run Diagnostics - this may be required if you experience an issue with your machine

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10. Troubleshooting
10.1 Reboot your Tyro Pro
The first step to resolving a problem with Tyro Pro is to reboot:
1. Hold down the power button for a few seconds.
2. Select ‘Restart’.
3. Allow a minute for the machine to reboot.
4. Once rebooted, the Payments app opens as normal.
10.2 Unable to connect to the internet
Switching between WiFi and 4G
Offline transactions are not available. If your WiFi is unavailable, you can switch to mobile network which is
supported via the SIM* in your EFTPOS machine. When your WiFi is restored, we recommend that you switch back
to WiFi as the primary connection method.
To switch between WiFi and the mobile network follow the steps below:
1. Select the icon.
2. Select the Hamburger menu icon.
3. Select ‘Exit Payments’ at the bottom of the screen.
4. Open Device ‘Settings’.
5. Select ‘Network and Internet’.
6. Disable WiFi by toggling to ‘Off’.
* Removing or replacing the SIM will disable mobile connectivity.
10.3 Incorrect passwords
You are allowed three attempts to guess your Admin and/or Operator password correctly. After three incorrect
attempts, you will be unable to access any functionality that requires a password, for a ‘lockout’ time. After this
lockout time is complete, you will be allowed to attempt password entry again.
Note: If you cannot remember your password, click on ‘Forgot Password’. Check your account notifications email
inbox for a password message.

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11. Error codes and descriptions
01 Refer to card issuer
02 Refer to card issuer
03 Invalid Merchant ID
04 Call issuer
05 Refer to card issuer
06 Error. Refer to card issuer
07 Card reported lost or stolen
12 Invalid transaction format
14 Invalid card number
15 Invalid card issuer
19 Error - Retry
21 No matching authorisation for reversal
22 Issuer can’t be contacted
25 Unable to locate record on file
30 Unable to format incoming terminal
request for scheme
31 Card not accepted
33 Expired card
34 Call issuer. Suspected fraud
36 Call issuer
37 Transaction declined
38 PIN retries exceeded
39 Not credit account
40 Function not supported
41 Call issuer. Card reported lost
42 Incorrect account type
51 Insufficient funds
52 No cheque account
53 No savings account
54 Expired card
55 Incorrect PIN
56 Non existent card number
57 Function not permitted to cardholder
58 Function not permitted to terminal
59 Card appears to be fraudulent
60 Exceed refund limit
61 Exceed withdrawal limit
62 Card has some restrictions
63 Call issuer
64 Original transaction amount error
65 Exceeded withdrawal frequency
66 Transaction declined
67 Call issuer. Suspected fraud.
75 PIN retries exceeded
76 Invalid account
77 Invalid account
78 Invalid account
82 CVV invalid
86 Can not verify PIN
90 Cutoff in progress
91 Card issuer unavailable
92 Unable to route transaction to issuer
93 Call issuer
94 Duplicate transmission
96 System error
98 Security error
N7 CVV invalid
RI Restricted item
TE Switch error
Y1, Y2, Y3 Chip approved transaction
Z1, Z2, Z3 Chip declined transaction
For the following decline codes call Pilot support team on 02 8311 5884
between 8am and 8pm, Monday to Friday.
13 Invalid amount or refund without matching purchase
69 MOTO not allowed
83 Contactless not allowed
87 Cash out not allowed
For the following decline codes, call the card issuer immediately -
the contact number is on the back of the card.

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12. Ensuring you’re protected
As a requirement of the PCI Security Standards Council – all companies and personnel connected in any way with
cardholder data must be trained to protect devices which capture payment card data through physical interaction with a
payment card. We advise that you review the following with your staff on a regular basis:
12.1 Maintaining an inventory
When you receive a new EFTPOS machine, make a list of the model and serial numbers of your device(s) and keep it
in a safe place. On a weekly basis, check your device(s) against this list for any evidence of substitution.
12.2 To safeguard against tampering
When unattended, specifically out of business hours, ensure the EFTPOS machine is stored safely to avoid theft
and manipulation and check the EFTPOS machine each day for any signs of tampering.
During regular business hours, inspect your machine from time-to-time, looking for unauthorised changes to the
area, including new or frayed stickers, broken seals, a change in look or colour of your EFTPOS machine, damage to
the machine - especially around the seams, damage to any cables or other materials that could mask damage, or
additional cables that should not be there.
If you suspect tampering of your device, or if your device has gone missing –
please contact the Pilot support team on 02 8311 5884 between 8am and 8pm, Monday to Friday.

MKT-8051-202211111
.
Mastercard is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated.
Apple, Apple Pay and the Apple logo are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a
service mark of Apple Inc., registered in the U.S. and other countries.
Google Pay and Google Play logo are trademarks of Google LLC.
If you have any questions regarding the label, or the power supply unit itself, please contact the Pilot support team
on 02 8311 5884 between 8am and 8pm, Monday to Friday.
2022 © Tyro Payments Limited. All rights reserved.