Tyro Mobile EFTPOS machine User manual

Mobile
EFTPOS machine
User guide

Welcome to your new
Mobile EFTPOS machine
For easy install and set up of your EFTPOS machine, use this guide.
After set up, please keep this guide somewhere handy, close
to your EFTPOS machine. It provides useful tips and steps for
commonly used functions and questions:
Getting started .................................................3
Getting set up ..................................................6
Network .....................................................6
EFTPOS machine ............................................7
Notes on passwords .........................................8
Tyro App, Tyro Portal and more ...............................9
Pairing your POS/PMS
with your EFTPOS machine. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Start transacting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
EFTPOS features available on request ..........................14
Cleaning your EFTPOS machine ................................16
Troubleshooting ...............................................17
Rebooting your EFTPOS machine ...........................17
Switching between WiFi and 3G/4G .........................17
Decline codes ..............................................18
Returns and damages ......................................19
What’s in the box?
Your new Mobile EFTPOS machine
Power adapter
Long-life rechargeable battery
Ways to pay stickers for your window/door,
Point of Sale area and EFTPOS machine
If any of the items are missing, please contact
Customer Support on 1300 00 TYRO (8976).
Getting started
32 Tyro Mobile EFTPOS machine user guide

Handy information
•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 here for future reference
MID
MID
•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.
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.
54 Tyro Mobile EFTPOS machine user guide

Network
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.
1. Turn on the EFTPOS machine by pressing the red ‘STOP’ button
2. If you see ‘Network Setup’ then you will need to connect to
the internet. Select WiFi and enter your WiFi password
3. If you are prompted to choose DHCP or Static, select DHCP
unless you have specific network requirements
4. 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
1. Once connected to the internet you should see
‘Tyro Terminal set up’
2. Press ‘Next’
3. Choose/enter your new Admin Password – this needs to be four
numbers, no sequences (eg. 1234) or repetitions (eg 4444) are
accepted. For more information on passwords see next page
4. This will give you access to the Configuration menu where you
can enable the following features, if your business is eligible for
them (for more information on EFTPOS features see page 14):
• Refunds - you will be asked to set a password*, this will be
required each time you enter a refund amount
• MOTO
• Cash out
• Pre-authorisations
• 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
• 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
*Can be the same as the Admin password, or you can make it different
for added security.
Getting set up
76 Tyro Mobile EFTPOS machine user guideGetting set up

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:
1. Press ‘Menu’
2. Select ‘Configuration’
3. Instead of entering the Admin Password, note the
additional option for ‘HELP’ at the bottom of the screen
4. Select ‘HELP’ and ‘Yes’. The email address where the
passwords have been emailed to will show on the screen
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.
Authorised Signatories and Administrators will receive an
email with a temporary password for both the Tyro Portal and
Tyro App. This temporary password expires within three days.
If you haven’t received it or can’t find the email, call Customer
Support to reset.
98 Tyro Mobile EFTPOS machine user guideGetting set up

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 from Google Play®
or the App Store.
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.
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:
1. Press ‘Menu’
2. Select ‘Configuration’
3. Select ‘Integrated EFTPOS’
4. 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).
1110 Tyro Mobile EFTPOS machine user guideGetting set up

Accepting a payment
With your EFTPOS machine the following payment types can be taken:
• Contactless payments (Tap & Go)
• Visa, Mastercard®, and eftpos
• UnionPay^
• Google PayTM, Apple Pay, and Samsung Pay
• Alipay^
• American Express/JCB*
• Diners Club*
*If you already have a merchant agreement with American Express or
Diners Club 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 on this go to help.tyro.com.
^Alipay and UnionPay acceptance available in-store through your Tyro EFTPOS
Facility (subject to eligibility).
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.
Start transacting
1312 Start transacting Tyro Mobile EFTPOS machine user guide

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.
Tipping
With a discreet tipping feature, including dollar amount
and percentage tipping, it’s never been easier for
customers to reward you and your staff.
Pay@Table*
Let customers pay at the table by bringing up their
bill through your mobile EFTPOS machine instead
of at the counter.
*Pay@Table is only available for integrated customers
where the POS supports the integration.
To discuss or enable any of the EFTPOS features listed below,
call our Customer Support team on 1300 00 TYRO (8976).
EFTPOS features MOTO
Subject to approval of MOTO you can 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.
 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/.
Pre-authorisations
Place a hold over funds in a cardholder’s credit card
account. Once the transaction is completed, the funds
are transferred from the cardholder’s account and settled
to your bank account.
Note: the card needs to be physically present and
cannot be processed via MOTO.
Cash out
Give your customers the option to get cash
out when paying for their purchase.
1514 EFTPOS features Tyro Mobile EFTPOS machine user guide

Cleaning your
EFTPOS machine
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
Switching between WiFi and 3G/4G
You need an internet connection to process a transaction; off-line
transactions are not available.
If your WiFi is down, you can switch to 3G/4G 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 3G/4G follow the steps below:
• Press ‘Menu’
• Select ‘Network and Diagnostics’
• Select ‘3G/4G’ or ‘WiFi’
Troubleshooting
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.
1716 Cleaning your EFTPOS machine Tyro Mobile EFTPOS machine user guide

Thanks for
transacting
with Tyro.
Mastercard is a registered trademark, and the circles design is a trademark
of Mastercard International Incorporated. Apple is a trademark 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 are
trademarks of Google LLC.
The EFTPOS machine you have been supplied by Tyro is fully tested to comply
with all relevant Australian safety standards for electrical equipment. As part of
Tyro’s obligations as a supplier of electrical equipment, we have affixed a label
to the power supply of your EFTPOS machine with the regulatory compliance
mark. It is important that the label not be removed or obscured in any way. If
the label is removed or obscured it may constitute a breach of our terms and
conditions. If you have any questions regarding the label, or the power supply
unit itself, please contact Customer Support on 1300 00 TYRO (8976).
Tyro Payments Limited ACN 103 575 042 AFSL 471951 is the issuer of its own
financial products. We do not take into account your personal circumstances.
Before deciding on any products please consider if they are suitable for you.
You can contact Tyro on 1300 00 TYRO (8976) or at tyro.com/support/. If you
have a complaint, please access Tyro’s dispute resolution process at tyro.com/
complaint-resolution-process/.
2021 © Tyro Payments Limited. All rights reserved.
Mobile EFTPOS machine: TYR025
For the following decline codes call
Customer Support on 1300 00 TYRO (8976).
For the following decline codes, call the card issuer
immediately – the contact number is on the back of the card.
13 Invalid amount or refund without
matching purchase
69 MOTO not allowed
83 Contactless not allowed
87 Cash out not allowed
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
43 Card reported stolen
44 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
In the unfortunate situation your machine is damaged
and needs to be returned please call Customer Support
on 1300 00 TYRO (8976), 24/7, 365 days a year.
19
Tyro Mobile EFTPOS machine user guide
18 Troubleshooting

Australian-based
Customer Support
available 24/7,
365 days a year.
Call
1300 00 TYRO (8976).
260721