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At Tyro we take proud ownership in our EFTPOS solutions.
We strive to develop, integrate and support flawless payment solutions that plug in and just work for the merchant’s business.
The only thing you need to know:
If there is any issue, from setting up and operating the terminal, enquiring about a transaction detail, understanding the online reporting or simply ordering paper rolls, just call us.
The phone number is on every EFTPOS terminal.
The Tyro Support Team operates from
0700 - 1900 Monday to Friday
0900 - 1700 Saturday and Sunday
An on-call engineer is available at all other times. More than 90 per cent of calls are answered within 20 seconds. The average call wait time is 16 seconds. This past does not guarantee future performance.
For complicated issues we involve a second level support team. They liaise with the software vendor or our development team.
If at out of hours times our on-call engineer is unable to answer your call immediately, our answering service will take the call.
If the EFTPOS terminal needs to be swapped out, the Tyro Support Team will ship a replacement terminal with a prepaid consignment note and instructions for packaging and return of the faulty unit.
New and replacement terminals are shipped using a courier company with an extensive Australia wide service which in most cases have a next business day delivery.
Should you require a shipment to be expedited beyond the normal service offering, this can be arranged. We will provide a quote for the charges which apply and an estimated arrival time.
Tyro works directly with your software vendor to integrate the EFTPOS solution. There is no middleware layer or third party. Finger pointing is eliminated.
When you call with an integration issue that requires support from the software vendor, we endeavour to conference the vendor’s help-desk in. If that is not possible we follow up to make sure that the call is resolved.
The Tyro solution requires a reliable broadband (Internet) access point.
There may be rare instances, related to your network, when you will
need to involve your internet service provider (ISP) or your IT
technician. They should call 1 300 966 639.
Banks and schemes may require occasionally planned maintenance.
Tyro will try to ensure that those take place during times of least impact to our merchants. We will endeavour to provide adequate notice of any such interruptions.
Test your
internet connectivity at any time. If you continue to experience
problems, contact your internet service provider or your IT technician.
After reporting the malfunction, Tyro will provide you a voice authorisation service and process each credit card transaction while card and card holder are still present. Tyro will give you a transaction approval number for each transaction to retain.
In the unlikely event that the Tyro Support Desk is inoperative, you can process transactions using Tyro's manual authorisation forms. These forms are available online under the documents section of our web site. Be careful! Manual transactions carry risks. Go to our Fraud page for more information.
The terminal should be as easy as a mobile. Just wander through the MENU to discover all the settings. Try out the many options on the merchant portal.
Click here to view Tyro's terminal user guides and our online reporting guide.
