Tyro Bendigo Bank Pro User manual

User guide
Pro EFTPOS machine

Welcome to your new
Pro EFTPOS machine
Table of content
We recommend bookmarking this guide for future reference.
It provides useful tips and steps for commonly used functions and questions.
1.
5.
6.
Getting started
Start transacting
2.Handy information
3.Your new Pro EFTPOS machine
4.Getting set up
Other products available to you
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4
5
6
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7.
8.
9.
10. Troubleshooting
Settlement reports
7.1
Transaction history
Payment settings
11.Cleaning your Pro EFTPOS machine
12.Error codes and descriptions
13.Ensuring you’re protected
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5.1
5.2
5.3
Tyro Portal
Tyro App
Tyro Service Status
4.1 Installing and charging the battery
4.2 Inserting a paper roll
4.3 Set up your Charging base (if applicable)
4.4 Set up your Ethernet base (if applicable)
4.5 Network
4.5.1 Connecting to WiFi:
4.5.2 Connecting to Ethernet:
4.6 Software download
4.7 Machine activation
4.8 Payments app
4.8.1 Setting your passwords
4.8.2 Payments app settings
4.8.3 Choosing receipt printing
4.8.4 Tipping Preference
4.9 Select Operating Mode
1.1 What’s in your Pro EFTPOS machine box?
1.2 What’s in your Charging base box?
1.3 What’s in your Ethernet base box?
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6.1 Accepting a payment
6.1.1 Accepting a payment in standalone mode
6.1.2 Accepting a payment in POS integration mode
6.2 Processing a refund
6.2.1 Processing a refund in standalone mode
6.2.2 Processing a refund inPOS integration mode
6.3 Processing a MOTO payment or refund (subject to
approval)
6.3.1 Processing a MOTO payment in standalone mode
6.3.2 Processing a MOTO refund in standalone mode
6.3.3 Processing a MOTO payment or refund in POS
integrated mode
6.4 Reprint last receipt
6.5 Reversals
Accessing Settlement reports
13.1 Maintaining an inventory
13.2 To safeguard against tampering
10.1 Reboot your Pro EFTPOS machine
10.2 Unable to connect to the internet
10.3 Incorrect passwords
9.1 Payments app
9.1.1 Enable/Disable Surcharging
9.1.2 Enabling/Disabling MOTO
9.1.3 Enabling/Disabling Tipping
9.1.4 Select default Tipping values
9.1.5 Switch between operating modes
9.2 Receipt preferences
9.3 Device settings
9.4 Display settings
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Pro EFTPOS machine user guide Bendigo Bank powered by Tyro 3
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Your charging base
Your Ethernet base
Power adaptor and cable
Ethernet cable
Your new Pro EFTPOS machine
Power adapter and cable
Long-life rechargeable battery
2 paper rolls
Audio jack adaptor
POS system and door decals
*The Charging and Ethernet bases are sold separately. If you would like to order one, or if any
items are missing, please contact our local support team 7 days a week on 1300 008 976.
1. Getting started
1.1
1.2
1.3 What’s in your Ethernet base box*?
What’s in your Charging base box*?
What’s in your Pro EFTPOS machine box?
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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.
If you are new to Bendigo Bank powered by 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.
2. Handy information

Pro EFTPOS machine user guide Bendigo Bank powered by Tyro 5
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12. Speaker
13. SIM 1 card slot
14. SIM 2 card slot
15. Battery socket
16. Battery compartment
Power button
Volume keys
USB Type-C connector for
power charging
Paper roll cover
Battery cover
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
3. Your new Pro EFTPOS machine
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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
The battery provided is designed specifically for your Pro machine. If the battery is not inserted in the machine
already:
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. The machine charges its battery each time the power
adapter is connected.
The Pro EFTPOS machine uses the same paper roll as the Mobile EFTPOS machines. Paper rolls can be purchased
via the Tyro App or Tyro Portal. To insert a paper roll:
1. Open the paper cover by lifting the catch located at the top of your Pro EFTPOS machine 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 off the first length to avoid printing on the adhesive area.
Note: Only use paper rolls provided by Tyro – unapproved paper rolls may damage the printer in your machine.
4. Getting set up
4.1
4.2 Inserting a paper roll
Installing and charging the battery
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1. Connect the Ethernet base to the power adaptor and cable provided with it.
2. Connect the Ethernet base to the Ethernet cable provided with it.
Note: an Ethernet connection is required.
3. Place your Pro EFTPOS machine on the Ethernet base to charge and use your Ethernet connection. The battery
icon on the top of the screen will show that it is charging.
1. Connect the charging base to the USB-C power cord provided with your Pro EFTPOS machine.
2. Place your Pro EFTPOS machine on the base to charge. The battery icon on the top of the screen will show that it
is charging.
4.3
4.4 Set up your Ethernet base (if applicable)
Set up your Charging base (if applicable)

Pro EFTPOS machine user guide
4.5.1 Connecting to WiFi:
4.5.2 Connecting to Ethernet:
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Once your machine is connected to the network, the device will update and launch the required
software. Please note: this process may take a few minutes, depending on your network strength and
coverage.
1. Turn on the machine by pressing the Power key (see diagram on Page 4).
2. Tap ‘Get Started’. Your machine will ask if you have an Ethernet base. Select ‘No, I don’t have a base’ to
continue connecting to WiFi.
3. Your machine will scan for available WiFi networks. Select your chosen WiFi network.
• Note: If you don’t immediately see the network you are looking for, the device will auto scan for new
networks after 30 seconds
4. If prompted, enter your WiFi password and tap ‘Connect’.
5. Once connected you will see a success message:
• Select ‘Next’ for the machine to download the required software/applications; 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’ for the machine to download the required software/applications.
Follow the on-screen prompts to activate your Tyro Pro.
In the event you have swapped out your existing Tyro EFTPOS machine(s), you will need your old machine(s) on
hand to perform the activation. Note: you'll use the in-built camera on the back of the Tyro Pro to scan the
barcode on the machine being replaced. Ensure the serial number matches correctly.
If you encounter any issues, call our Australian-based support team on 1300 108 976 7 days a week.
Turn on the machine by pressing the Power key (see diagram on Page 4).
Tap ‘Get Started’. Your machine will ask if you have an Ethernet base. Select ‘Connect ethernet base’.
Follow Ethernet base set up instructions in section 4.4 and press continue on the Tyro Pro machine.
Your machine will scan for available Ethernet networks. Select the correct network.Note: If you don’t
immediately see the network you are looking for, the device will auto scan for new networks after 30 seconds
• Note: Your Ethernet network name can be found on a sticker on the back of the Ethernet base labelled
‘SSID’. Select ‘Next’ for the machine to download the required software/applications; or
Your machine will now connect to the Ethernet network.
You need an internet connection to process a transaction. Your new Pro EFTPOS machine provides mobile and
WiFi network connectivity options. If you purchased an Ethernet base you also have the option to use an Ethernet
connection. We recommend that you use WiFi or Ethernet; the machine will attempt to automatically switch over
to the mobile network if it is unable to connect to WiFi or Ethernet.
Follow the steps below to connect to the internet:
4.7
4.5
4.6
Network
Machine activation
Software download

Pro EFTPOS machine user guide
4.8.2 Payments app settings
4.8.1 Setting your passwords
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Once your machine is activated, you will be prompted to set up your Payments app preferences.
Depending on the features you have requested, you may be prompted to ‘Enable’ or ‘Disable’ features for your
Pro EFTPOS machine.
Note: these features are specific to the EFTPOS machine you’re setting up and your preferences will not apply to
other machine(s) you may have. These settings can be changed later in the Payments app settings screen.
Dynamic Surcharging
Choose to apply a surcharge to most customer card transactions, and surcharge with confidence. Dynamic
Surcharging automatically applies your configured surcharge so you can recover most of your costs of accepting
card payment 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
https://help.tyro.com/s/article/Surcharging-FAQs
Note: To enable Dynamic Surcharging you will need to set your rates in the Tyro Portal then enable it on your
Pro EFTPOS machine.
MOTO (Mail Order, Telephone Order)**
Subject to approval by Tyro, MOTO allows you to process transactions over the phone. You will be required to enter
in the Credit Card Number, Expiry Date, and CVV (Telephone orders only).
Note: MOTO can only be used for credit cards – eftpos cards will be rejected.
*Dynamic Surcharging is available for Mastercard, Visa, eftpos, UnionPay, American Express, JCB, and Diners
Club on CounterTop EFTPOS, Mobile EFTPOS, Pro EFTPOS machines, and excludes eCommerce transactions. By
default, we do not include your EFTPOS machine rental costs into the calculation of your cost of acceptance,
however you may choose to apply these costs into your calculation of your cost of acceptance via the Tyro Portal
subject to the surcharging rules as set by the RBA and enforced by ACCC.
**MOTO transaction options are subject to approval. The risk of MOTO transactions resides with the merchant, not
the bank/acquirer or the cardholder. For further information about MOTO transactions refer to tyro.com/terms-and-
conditions and Tyro’s Chargebacks and Disputes Guide at tyro.com/blog/chargebacks-disputes-guide/
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.
Note: All passwords protect the security of your Pro EFTPOS machine, 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.
4.8 Payments app

Pro EFTPOS machine user guide
4.8.4 Tipping Preference
4.8.3 Choosing receipt printing
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After setting your passwords and features, you will see a screen ‘Preferences’.
If you have Tipping enabled on your machine, you can set the Tipping Preferences that work for your
business.
1.Select ‘Tipping’.
2.Select between Percentage (%) or Dollar value ($) for your default tipping method.
(Note: You can also configure the default tip values should you wish to change the preset values).
3.Select ‘Save’ to save the changes.
4.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 in standalone mode.
Your machine will now ask you which mode you want to use it in.
•To process transactions directly on the machine select 'Set up in Standalone mode'
•To integrate with and transact via a Point of Sale (POS) system select 'Pair with POS' and follow the
prompts
Note: for more detailed pairing instructions visit help.tyro.com and search for your POS system.
•To make transactions via Pay@Table (if available) select 'Pay@Table' and follow the prompts
Note: If you choose to enable either or both option(s) the machine will always ask if you want to send a
receipt by the method(s) enabled.
3.You are now ready to take payments.
4.9 Select Operating Mode
1. To set your receipt preferences, select ‘Print business receipts’ and choose from:
‘Always ask’ (the machine will ask if you want a business receipt after every transaction)
‘Always’ (always print the receipt)
‘Never’ (never print a receipt)
2. To set customer receipt preferences, select ‘Customer receipts’ and choose from:
Print
Email

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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.
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.
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.
5. Other products available to you
5.1
5.2
5.3
Tyro App
Tyro Portal
Tyro Service Status

Pro EFTPOS machine user guide
6.2.1 Processing a refund in standalone mode
6.1.1 Accepting a payment in standalone mode
6.2.2 Processing a refund in POS integration mode
6.1.2 Accepting a payment in POS integration mode
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To take a payment in POS integration mode, initiate the payment on your POS system.
To perform a refund in POS integration mode, initiate the full or partial refund on your POS system.
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.
To take a payment in standalone mode, you will see the ‘Enter purchase amount’ screen by default on your
machine:
1.Enter the transaction amount
2. Select ‘Proceed’
3.The cardholder may be prompted to enter their PIN after using their preferred method to pay
4.If successful an ‘Approved’ message will appear
5.The machine will ask if a receipt is needed, depending on your preferences
With your Pro EFTPOS machine, the following payment types can be taken:
•Contactless payments (Tap & Go), swipe 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 contact our local support team on
1300 108 976 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.
If you need to refund the whole transaction amount or difference to a customer's card in standalone mode,
on the Purchase screen:
1.Select the 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 on your Tyro Pro, and depending on your chosen receipt
settings, will print a receipt, or ask you if you want to print a receipt.
Please note: you must maintain a refunds, disputes and returns policy which complies with Australian consumer
laws and addresses undelivered goods, damaged or faulty goods and goods which are not as described. For
returned goods, consumers must be provided with an outcome for their claims within 180 days of delivery or the
transaction.
6. Start transacting
6.1
6.2 Processing a refund
Accepting a payment

Pro EFTPOS machine user guide
6.3.2 Processing a MOTO refund in standalone mode
6.3.1 Processing a MOTO payment in standalone mode
6.3.3 Processing a MOTO payment or refund in POS integrated mode
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Note: for MOTO purchases over $200 and any MOTO refunds , your machine will prompt for an operator
password. If you would prefer to use your Admin password, select the icon at the top right of the
screen.
If you need to refund the whole transaction amount or difference to a customer’s card, on the Purchase screen:
1.Select the on the top left of the screen.
2.Select ‘MOTO Refund’.
3.Enter the refund amount and press ‘MOTO Refund’.
Important: surcharge must be included in refund amount
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.Choose the payment option – ‘Telephone order’ or ‘Mail order’.
6.Enter the card number, expiry date, and CVV (telephone orders only).
7.Tap on forward arrow next to 0 to complete the refund.
8.If successful, you will see an ‘Approved’ message and your Pro EFTPOS machine, depending on your chosen
receipt settings, will print a receipt, or ask you if you want to print a receipt.
If you need to take payments for mail orders or telephone orders (otherwise known as MOTO, where the customer
is not present), on the purchase screen:
1.Select the on the top left of the screen.
2.Select ‘MOTO Purchase’.
3.Enter the purchase amount and press ‘MOTO Payment’.
4.For purchases over $200, enter the Operator password.
Note: Alternatively, you can select the icon at the top right of the screen to use the Admin password
5.Choose the payment option – ‘Telephone order’ or ‘Mail order’.
6.Enter the card number, expiry date, and CVV (telephone orders only).
7.Tap on forward arrow next to 0 to complete the purchase.
8.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.
If you need to take payments for mail orders or telephone orders (otherwise known as MOTO, where the customer
is not present), on the purchase screen:
1.Initiate a purchase or refund on your POS system.
2.Click the on the present card screen of your Tyro Pro machine.
3.Choose the payment option - ‘Telephone order’ or ‘Mail order’.
4.Enter the card number, expiry date and CVV (telephone orders only).
5.Complete the purchase and if successful you will see an ‘Approved’ message on your Tyro Pro machine.
6.3 Processing a MOTO payment or refund (subject to approval)

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If you print receipts using the inbuilt thermal printer on your Pro EFTPOS machine, select the
menu on the top left of the screen and select ‘Reprint receipt’.
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’.
icon
6.5
6.4
Reversals
Reprint last receipt

Pro EFTPOS machine user guide
9.1.1 Enable/Disable Surcharging
9.1.2 Enabling/Disabling MOTO (subject to approval)
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Enable or disable your MOTO preferences to best suit your needs by:
1.Under ‘Payment settings’ section, select ‘MOTO’ option.
2.Select On to enable or Off to disable.
3.Select ‘Accept’ MOTO terms.
To see the approved transactions for the last 7 days:
1.Select the on the Purchase screen (top left-hand corner).
2.Select the menu icon (top left-hand corner).
3.Select ‘Transaction History’.
4.You can view Approved transactions from the last 7 days.
5.To reprint a previous receipt, select the relevant transaction and select Reprint Receipt.
Manage your Payments app preferences to best suit your needs including; Feature settings, ‘Print business
receipts’, ‘Print customer receipts’, ‘Change Admin password’, and ‘Change Operator password’.
1.Select the on the ‘Enter purchase amount’ screen.
2.Select the menu icon.
3.Select ‘Settings’.
4.Enter your Admin password and select ‘Confirm’.
5.A list of Payments app preferences will be visible, select the preference you want to change and follow the
corresponding prompts.
1.Select ‘Surcharging’ option under the ‘Surcharging’ section.
2.Select ‘Enable on this machine’ to enable surcharging or ‘Disable on this machine’ to disable surcharging.
3.Select ‘OK’
Please note: Surcharging needs to be enabled in the Tyro Portal before the machine settings can be updated. To
visit the Tyro Portal, visit www.merchant.tyro.com, and click on ‘Log in’ in the right hand corner.
To see settlements for the pending day, or the previous day:
1.Select the on the Purchase screen (top left-hand corner).
2.Select the 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.
New Pro EFTPOS machine(s) will automatically settle at midnight or 5am. If you are swapping your existing
machine for a Pro EFTPOS machine and have previously called Customer Support to change your settlement cut
off time, this should carry over to your new machine. The cut off time can be changed by calling Customer Support.
7.
8.
9. Payment settings
Transaction history
Settlement reports
7.1
9.1 Payments app
Accessing Settlement reports

Pro EFTPOS machine user guide
9.1.3 Enabling/Disabling Tipping
9.1.4 Select default Tipping values
9.1.5 Switch between operating modes
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Select the on the top left of the screen.
Select the on the top left of the screen.
Select ‘Operating mode’.
Enter your operator or admin password.
Choose ‘Select operating mode’.
Select 'Standalone', 'Integrated' or 'Pay@Table’ (if applicable)
Change your tipping preferences to best suit your needs by:
1.Select ‘Default Tipping Values’ under the Tipping section.
2.Select between Percentage (%) or Dollar value ($) for your default tipping method.
3.Enter the tipping values.
4.Select ‘Save’ to save the changes.
To switch between operating modes (standalone, integrated or Pay@Table), on the purchase screen:
Enable or disable your tipping preferences to best suit your needs by:
1.Select ‘Tipping’ option under the ‘Tipping’ section.
2.Select ‘Enable on this machine’ to enable Tipping or ‘Disable on this machine’ to disable Tipping.
9.1.6 Enable/Disable cash out
1. Select 'Payments settings' and enter admin password
2. Select 'Cash out'
3. Enable/Disable on this machine

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These settings are not specific to the Payments setting app and are not password protected.
These include:
•Network and connectivity
•Turn WiFi on/off
•Add a new Ethernet base
Note: your Pro EFTPOS machine won’t be able to detect an Ethernet base if WiFi is turned
off.
•Display Settings
•Brightness- Adjust brightness
•Sleep Timeout- Adjust device sleep time out
•Run Diagnostics - this may be required if you experience an issue with your machine
You can set your device display brightness level and screen timeout by:
1.Select the on the ‘Enter purchase amount’ screen.
2.Select the menu icon.
3.Click ‘Exit Payments’.
4.Open the ‘Settings app’.
5.Under ‘Display settings’, select ‘Display’.
6.Slide the display brightness slider to a desired level.
7.Select ‘Screen Timeout’ and choose between various time intervals or ‘Never’ and then select ‘OK’.
9.3
9.4 Display settings
Device settings
To change your receipt preferences:
1.Select the on the top left of the screen.
2.Select the on the top left of the screen.
3.Select ‘Payment settings’.
4.To set merchant receipts select ‘Print business receipts’ and select from
a.‘Always ask’ (the machine will ask if you want a merchant receipt after every transaction
b.‘Always’ (always print the receipt)
c.‘Never’ (never print a receipt)
5.To set customer receipt preferences, select ‘Customer receipts’ and choose from:
a. Print
b. Email
Note: If you choose to enable either or both option(s) the machine will always ask if you want to send a receipt by
the method(s) enabled.
Receipt preferences 9.2

Switching between WiFi and 4G
Offline transactions are not available. If your WiFi is unavailable, you can switch to a 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 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’.
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The first step to resolving a problem with Pro EFTPOS machine 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.
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
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.
10. Troubleshooting
11.Cleaning your Pro EFTPOS machine
10.1
10.3 Incorrect passwords
10.2 Unable to connect to the internet
Reboot your Pro EFTPOS machine
*Removing or replacing the SIM will disable mobile connectivity.

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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
13 Invalid amount or refund without matching purchase
69 MOTO not allowed
83 Contactless not allowed
87 Cash out not allowed
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
12.Error codes and descriptions
For the following decline codes call Tyro Customer
Support on 1300 108 976
For the following decline codes, call the card issuer immediately -
the contact number is on the back of the card.

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If you suspect tampering of your device, or if your device has gone missing,
please contact our local support team 7 days a week on 1300 008 976.
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:
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.
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.
13.Ensuring you’re protected
13.1 Maintaining an inventory
13.2 To safeguard against tampering