How do I know if I have the necessary internet connectivity requirements?
You can test your internet connectivity quickly and easily. Just click here.
How do I move through the menu?
Use the Up and Down arrows to scroll through the menu options. Select option >OK. You can also use the keypad to select the number for the appropriate menu option.
What version of software do I have?
Terminal: MENU >Settings >OK >Terminal Info >OK. The terminal will print out a receipt with the version of software you have on your terminal.
How do I change the admin password on the terminal?
Terminal: MENU >Settings >OK >Change password >OK. Using keypad enter current admin password >OK. Using keypad enter new admin password >OK. >OK to accept changes.
How do I process a credit card transaction when the terminal is not working? I cannot accept an EFTPOS debit card because a PIN entry is required.
Terminal: MENU >Settings >OK >Terminal info >Terminal info prints >Call 1300 966 639 >Provide Merchant ID and Terminal ID to operator or, if a print out is unavailable, provide terminal 7 digit serial number and your account name >Provide customer card number, expiry date, CVV2 and amount.
How do I turn on/off the warning sound for declined transactions?
Terminal: MENU >Settings >OK >Beep on decline >Enable (to enable warning beep) or Disable (to disable warning beep).
Where is the refund button? How can I enable the refund function?
Terminal: MENU >Settings >OK >Enable refunds >Enter admin password >OK >Enable (to enable refunds) or Disable (to disable refunds) >OK.
How do I recover my refund password?
Terminal: MENU >Settings >OK >Recover Password >OK. Your password will be emailed to the admin email address as shown on the terminal screen.
How do I turn on/off the "cash out" option?
Terminal: MENU >Settings >OK >Prompt cash out >OK >Enable (to enable prompt for cash out) or Disable (to disable prompt for cash out).
I am processing a MOTO transaction and the terminal is asking me for the CVV2 number. What is this?
The CVV2 is a security feature for credit or debit card transactions that gives increased protection against credit card fraud when the card is not present.
Click on "Transaction Options" in this Help Menu for important information about the CVV2 number.
How do I print a receipt of the last transaction?
Terminal: MENU >Reprint Receipt >OK >Tyro Payments EFTP (for receipt of last transaction) or Giftcard (for receipt of last Gift Card transaction).
How do I print out a report of transactions and totals for today or yesterday?
Terminal: MENU >Print reports >OK. Select "Summary" for a summary of transaction totals. >Current (current day) or Prior (prior day).
Select "Detailed" for detailed list of all transactions. >Current (current day) or Prior (prior day).
When will daily settlement occur on the terminal?
If settlement is not triggered manually, the terminal will automatically settle each day at the default merchant time. The default time is set when the merchant account is created in our system but you can change that time to suit your business needs.
How do I change the automatic settlement time from the default (midnight - 0000) to ensure my trading day is the banking day?
Terminal: MENU >Settings >Settlement time >Enter admin password >OK >Change >Enter new time >OK >OK.
How do I close off my terminal now, so that any further transaction will go into tomorrow's settlement?
Terminal: MENU >Manual settle >OK >settlement summary report prints >OK to confirm >OK to complete.
What do the coloured keys do?
- enter menu functions of terminal
- when entering text, change to uppercase
BLACK "Decimal Point"
- enter decimal point on screen
- when entering text, create a space
- cancel a transaction
- exit menu
- when in boot menu: go back one step
- turn on terminal
- delete character
- approve a transaction
How do I turn on the mobile Xentissimo terminal?
Press the yellow "Corr" key and the terminal will switch on.
What is standby mode?
Standby mode is a feature on the Xentissimo terminal that allows the terminal to "sleep" when not in use. This preserves the life of the battery. When the terminal is in standby, the screen will appear blank. To "wake" the terminal, press the yellow ON button.
Note, standby mode is not available on integrated IP EFTPOS terminals.
How can I activate standby mode?
(This setting is not available on integrated IP EFTPOS terminals.)
Terminal: MENU >Settings >Standby Mode >ON to enable standby mode or OFF to disable standby mode >OK.
I have integrated IP EFTPOS. Why can't I activate standby mode on my Xentissimo terminal?
Standby mode is not available on IP EFTPOS terminals because the terminal must be able to communicate with the POS (cash register) at all times.
How long will the battery charge on the Xentissimo terminal last?
If the terminal is not in standby mode, a fully charged battery will last for about 1 day. When standby mode is ON, the battery can last for 2-3 days.
How long will it take to charge the battery for the Xentissimo terminal?
A battery takes approximately 1.5 - 2 hours to go from no charge to fully charged.
Is it easy to change the battery on the Xentissimo terminal?
The battery can be easily removed following the picture guide on the battery itself. This is also the method for rebooting the terminal: disconnect power (if connected), remove battery and wait for terminal to power off. Replace battery and press yellow ON button to restart the terminal.
How do I order more paper rolls for the terminal?
To order more paper rolls, please call Tyro Support on 1300 966 639. Paper rolls are provided at no cost.
What is the mini USB port on the terminal used for?
The mini USB port on the terminal is for use by Tyro to conduct diagnostic testing on the terminal. It is not available for use by merchants.
EFTPOS purchase only
Swipe card through terminal. Select account type CHQ/SAV, enter amount >OK. Select NO for cash out (if Cash Out prompt has been enabled). Request customer to enter PIN and press OK. Select Yes or No to print customer copy.
EFTPOS cash out only (prompt for Cash Out must be enabled on terminal)
Swipe card through terminal. Select account type CHQ/SAV >OK (leave Amount at 0.00). Select Yes for cash out. Enter Cash Out amount >OK. Request customer to enter PIN and press OK. Select Yes or No to print customer copy.
Credit Card purchase
Swipe card through terminal. Select account type CR. Enter amount >OK. Request customer to sign receipt. Check customer signature is correct then select Yes to approve or No to cancel. Select Yes or No to print customer copy.
MOTO purchase (card not present purchase by mail order or telephone order)
TERMINAL: MOTO. Select 1 for Mail order or 2 for Telephone order >OK.
MAIL ORDER: Enter card number (use yellow key for corrections) >OK. Enter four digit expiry >OK. Enter amount >OK. Select Yes or No to print customer copy.
TELEPHONE ORDER: Enter card number (use yellow key for corrections) >OK. Enter four digit expiry >OK. Enter three/four digit CVV2 number >OK. Enter amount >OK. Select Yes or No to print customer copy.
Refund - card present (refund must be enabled on terminal)
Terminal: REFUND. Enter admin password, press Green OK key. Swipe card. Select account CHQ/SAV/CR. Enter amount >OK.
EFTPOS: Enter PIN >OK. Select Yes or No to print customer copy.
CREDIT: Request customer to sign receipt. Check signature is correct then select Yes to approve or No to cancel. Select Yes or No to print customer copy.
Refund MOTO - card not present (refund must be enabled on terminal)
TERMINAL: REFUND. Enter admin password, press Green OK key. Select MOTO. Select 1 for Mail order or 2 for Telephone order.
MAIL ORDER: Enter card number (use yellow key for corrections) >OK. Enter four digit expiry >OK. Enter amount >OK. Select Yes or No to print customer copy.
TELEPHONE ORDER: Enter card number (use yellow key for corrections) >OK. Enter three/four digit CVV2 number >OK. Enter amount >OK. Select Yes or No to print customer copy.
What is the CVV2 number?
(Required for all MOTO transactions)
The Card Verification Value (CVV2) is a security feature for credit or debit card transactions that gives increased protection against credit card fraud when the card is not present.
Where do I find the CVV2 number?
The CVV2 is a 3 or 4 digit number printed on the card or on the signature strip. It should not be confused with the embossed card account number.
Visa, MasterCard, JCB and Diners credit and debit cards have a 3 digit number that is always the last 3 numbers printed on the back signature panel of the card.
American Express cards have a 4 digit number that is printed on the front side of the card above the embossed card account number.
Can I store the CVV2 number?
No. The CVV2 number may not be stored by a merchant for any length of time following the original transaction in which the CVV2 was quoted, authorised and completed.
What if I don't enter the CVV2 number?
If you are processing a MOTO transaction and have selected "Telephone Order", you will be required to enter the CVV2 number. The terminal will not let you continue with the transaction if no CVV2 is entered.
How do I obtain authorisation for an American Express transaction?
To obtain voice authorisation for an American Express transaction, call 1300 363 614. You will need to provide your American Express Merchant ID, the credit card details and the purchase amount.
I am Administrator and have forgotten my password for the merchant portal log in. How do I recover my password?
Passwords cannot be recovered, only reset. Email Tyro Support with your contact number and company/trading name or call 1300 966 639. The password will be reset and emailed to the registered admin email address.
I am Administrator and was asked to reset a password for a user. How do I do this?
Merchant Portal: Log in >User management >Choose user >Reset password >Confirm.
I am Account Manager or Terminal User and have forgotten my password for the merchant portal log in. How do I get a new password.
Contact your Administrator to have your password reset. You will receive the new password to your registered email address.
How do I issue a gift card?
Swipe a blank gift card through the terminal. Select "Issue" >OK. Enter your clerk ID >OK. Enter amount (use yellow key for corrections) >OK. Select Yes or No to print a customer copy.
How do I complete a purchase with a gift card?
Swipe gift card through terminal (must be an issued card). Select "Purchase" >OK. Enter your clerk ID >OK. Enter purchase amount (use yellow key for corrections) >OK. Select Yes or No to print a customer copy.
How do I enable/disable "add value"?
Terminal: MENU >Gift Card >OK >Enable add value >OK. Enter your admin password >Enable or disable >OK.
How do I add value to a gift card? (add value must be enabled on the terminal)
Swipe the gift card through terminal (must be an issued card). Select "Add Value" >OK. Enter your admin password >OK. Enter your clerk ID >OK. Enter amount (use yellow key for corrections) >OK. Select Yes or No to print a customer copy.
How do I check the balance on a gift card?
Terminal: MENU >Gift card >OK >Balance enquiry >OK. Enter your clerk ID >OK. Swipe the gift card >OK to exit back to main display.
How do I print a report of gift card transactions?
Terminal: MENU >Gift card >OK >Reports >OK. Enter your clerk ID >OK. Select "Today" or "Yesterday" >OK.
How do I void a transaction?
Terminal: MENU >Gift card >OK >Void >OK. Enter your clerk ID >OK. Swipe the gift card. Enter Authorisation Response Code (located on receipt of transaction you wish to void) >OK. Select Yes or No to print a customer copy.
I have an existing facility to accept ABC gift cards through my EFTPOS terminal. How do I activate this process on my new Tyro terminal?
To activate the Tyro terminal for ABC gift cards, swipe your ABC merchant activation card through the terminal once and process a $0.05 transaction. Your terminal is now ready to accept ABC gift card transactions.
How do I set up a new facility to accept ABC gift cards in my business?
You will need to contact The ABC Shop head office on 1300 360111 to apply for acceptance of ABC gift cards in your business.
Can I accept Westfield gift cards on my Tyro EFTPOS terminal?
Yes. The Westfield gift card operates the same way as a debit card. Just swipe the card and process the transaction as a debit card transaction, selecting Savings as the correct account.
I have an existing facility to accept Retail Decisions gift cards through my EFTPOS terminal. How do I activate this process on my new Tyro terminal?
If you have a Retail Decisions activation card, swipe the card through the Tyro terminal to perform a "dummy" transaction. This will be detected by Retail Decisions and your terminal will be automatically activated.
If you don't have an activation card, contact your Head Office who will deal directly with Retail Decisions. They will require your merchant ID, the terminal ID and the Tyro acquirer ID. Call Tyro Support on 1300 966639 to obtain this number.
How do I set up a new facility to accept Retail Decisions gift cards in my business?
You will need to contact Retail Decisions on 03 92749100 to apply for acceptance of Retail Decisions gift cards in your business.
Where do I find the IP address and/or the Merchant ID (MID) of the Tyro terminal?
Terminal >MENU >Settings >Terminal info. The terminal will print out details of the IP address and MID.
How do I set up my HCN PracSoft system to communicate with the Tyro terminal?
Click here to download HCN instructions for setting up your PracSoft system to talk to the Tyro EFTPOS terminal. You can also call the PracSoft support line on 1300 788 802.
How do I process a manual transaction on the terminal with HCN PracSoft?
Terminal >MENU >Transactions >Purchase >Swipe card and proceed with normal EFTPOS/Credit Card transaction.
What is Pen or PIN?
Pen or PIN is a new technology in the Australian Payments Industry that allows cardholders to choose whether they enter a PIN or use a signature to verify a credit card transaction.
What is a PIN?
A Personal Identification Number (PIN) is a number allocated by the card issuer or selected specifically by the cardholder and used as verification for transactions. The PIN is specific to the card.
Should I always request a PIN for transactions that involve the "credit" button?
No, customers have the choice to either sign their name or use a PIN. You should ask the customer what they prefer to do.
How will my procedures change for transactions using a PIN?
Your procedures should not change too much. When you ask the customer which account they want to use, they will respond with "credit", "cheque" or "savings".
What happens if a customer forgets their PIN?
Ask them to sign for the transaction. Use the normal procedure of pressing the "credit" button, then the "OK" button - if the transaction is approved, ask the customer to sign the sales receipt, as you have done in the past.
What happens if the customer's card is declined?
The customer needs to contact their financial institution. They will need to use another method of payment to complete the purchase.
What if someone has a card from another country?
The origin of the card makes no difference to how you process a sale. Swipe the card in the terminal and follow your normal procedure and the screen prompts.
If a customer returns goods for a refund, does the customer need to enter their PIN?
Refunds on credit card purchases do not require the customer to use their PIN. You should follow your normal procedure.
Can I insist that a customer use a PIN instead of a signature?
No. It is important to remember that when your customers press the "credit" button, they have a choice of signing their name or using their PIN to verify the purchase.
Am I obliged to offer my customers a choice between entering a PIN or using a signature?
Yes. If the customer's card is enabled with a PIN, the terminal will automatically request the PIN number. The customer will then have the option to enter the PIN or use a signature instead.
What is PCI DSS?
The Payment Card Industry Data Security Standards (PCI DSS) is a set of comprehensive requirements for enhancing payment account data security, developed by the founding payment brands to help facilitate the broad adoption of globally consistent data security methods.
Does PCI DSS compliance affect me?
Yes! With fraud becoming more sophisticated and high-tech, and payment card information being a primary target, it is important to ensure that you are not putting your customers or your business at risk. Go to our Security page for more information.
What is PCI self-assessment?
When do I need to self-access PCI DSS compliance for my business?
Visa has globally mandated compliance by all merchants with PCI DSS by 1 September 2009. It is important to comply to avoid large fines or the loss of your credit card acceptance capability.
Is my terminal set up for Tipping?
Tipping is now available on all Tyro EFTPOS terminals that have been upgraded to software version 08.10.00. To check, go to MENU >Settings >OK >Terminal Info >OK. The terminal will print out a receipt with the version of software you have on your terminal.
How do I enable my terminal for Tipping?
Terminal: MENU >Settings >Tipping >choose "Standard" >OK.
To disable Tipping follow the same steps but choose "None". The default setting on all terminals is NONE.
If I have Tipping enabled on the terminal, do I have to press any extra buttons so the customer can include a tip?
No. When Tipping is enabled, every transaction allows the customer the opportunity to add a tip to the purchase amount.
What is a pre-authorisation?
When the card issuing bank provides advance approval for the purchase amount, this is called a pre-authorisation. An incomplete receipt will print for the customer to fill in, including a space for adding a tip. To finalise the transaction, a tip completion must be conducted on the terminal.
What is a Tip Completion?
When a pre-authorisation has been obtained, you must conduct a Tip Completion in order to add the tip amount (if any) and complete the transaction.
How do I do a Tip Completion?
Terminal: MENU >Tip Completion >enter admin password > OK> Enter transaction reference (found on receipt or Tip Report) >OK >enter tip amount >OK (if no tip, just press OK). Terminal will show "Approved". Select YES to complete another transaction or NO to return to menu.
What if I forget to do the Tip Completion for a pre-authorised transaction?
At the daily auto-settlement time, the terminal will automatically settle all incomplete transactions for the pre-authorised amount without tip.
IMPORTANT: Tips cannot be added to transactions after settlement. Tip completion must be done before auto-settle or before conducting a manual settlement on the terminal.
What is a Tip Report?
Tip Report is a print-out showing all pre-authorised transactions that have not yet been completed. It is a good idea to regularly obtain a Tip Report to ensure that all transactions with tips are finalised before the terminal auto-settle occurs.
How do I obtain a Tip Report?
Terminal: MENU >Tip Report >OK
Where can I purchase more paper for my Tyro EFTPOS terminal?
Tyro provides paper for your Xenta or Xentissimo terminal AT NO CHARGE. Just call Tyro Support on 1300 966 639.
I want to print my business logo on the back of the paper roll. How do I arrange this?
Our thermal paper supplier can arrange personalised paper printed with your logo. NOTE: Tyro does not supply personalised paper - you would need to deal directly with the supplier.
What quality paper is supplied by Tyro for the EFTPOS terminals?
Tyro supplies financial grade paper that is guaranteed to last for 5 years if stored and handled correctly.
Why is the print fading on the merchant copy receipts I am keeping in storage?
If stored or handled incorrectly, thermal paper can quickly deteriorate.
What do I do if the terminal is not working?
Call Tyro Support on 1300 966 639 and our qualified Customer Support staff will be happy to assist you.
How do I process transactions when the terminal is not working?
If the terminal is not working, call Tyro Support on 1300 966 639 to obtain a voice authorisation for credit card transactions. Debit card transactions cannot be processed manually.
For Amex voice authorisation, please call 1300 363 614. You will need to quote your Amex merchant ID and the card number.
Do you have manual transaction forms that I can use if the terminal is not working?
Tyro can provide manual offline transaction forms for use ONLY when Tyro Support is not available to provide voice authorisation. Call Tyro Support on 1300 966 639 to obtain forms.
Manual transactions are not secure and are at your own risk!
It is essential that these forms only be used if you are unable to obtain a voice authorisation from Tyro Support.
If I use a manual transaction form, what do I do with it?
When the terminal becomes available, you should process any manual transactions through the terminal then destroy the form and keep the terminal receipt for your records.
DO NOT send the forms to Tyro for processing.