Frequently Asked Questions

Before you apply

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Joining Tyro is easy and you can have your terminal within a week. Simply give us a call on (02) 8907 1700 and we will walk you through a simple application form. Depending on whether integration is available with your point of sale (POS) or practice management software (PMS), we will offer you the most suitable EFTPOS solution.

Once your application is completed, it can be as quick as two to three business days for it to be approved and a further five to seven business days for your terminal to be configured and delivered.

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If you have had an EFTPOS facility before, please include with your application a merchant statement not older than three months and identification documents (eg: Copy of driver’s licence, passport) for each signatory.

If you’ve never had an EFTPOS facility, we also require a recent bank statement on a bank letterhead that matches the business bank account you wish us to deposit your funds into. If you don’t have a bank statement, we require a copy of your current lease agreement for your trading premises.

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Tyro has a very simple Merchant Service Fee structure. Your fees will be based on your current card turnover per annum through your existing EFTPOS terminal. Joining Tyro comes with no hidden surprises and our sales team will walk you through all the details. There’s no set-up fee, we don’t lock any of our customers into a contract, and there are no cancellation fees.

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We debit your combined merchant service fee and terminal rental fee on the first business day of each month. The fees reflect the previous month’s trading.

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We debit these fees from the same bank account that we settle your daily funds into. If you wish, you can nominate a separate fee account when you apply.

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We accept all major debit and credit card types, including Visa, MasterCard, American Express, Diners, JCB, and Union Pay. For American Express, Diners and JCB, simply provide us with your existing merchant number for these schemes. American Express, Diners and JCB will continue to settle into the bank account you have registered with them.

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No, there is no need for you to use your transactional bank for your EFTPOS facility. When you choose Tyro as your EFTPOS provider, just nominate which Australian bank account you’d like us to deposit the funds into.

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If you cancel your contract with your current EFTPOS provider within the term of the contract, they may charge you a break fee. When you move to Tyro, you will offset any break fee by cancelling one or more phone lines, as you won’t need these with our broadband and WiFi enabled terminals. Talk to our sales team about other ways we can help you offset your break fees.

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At Tyro, there have no lock-in contracts, no set-up fees, no cancellation fees, and no break or exit fees. This means you can test Tyro’s solution and make sure it works for your business.

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Tyro is an Australian Deposit-taking Institution that holds an authority to carry on banking business in Australia.

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Tyro submits the payment instructions for the previous day’s transactions to the merchants’ nominated transaction banks in a file at 10am on banking days via the Bulk Electronic Clearing System (BECS).

Non-banking days (weekends and Public Holidays) are submitted along with the next banking day’s transactions. For example, Saturday and Sunday’s transactions are submitted along with Monday’s transactions on Tuesday mornings. The transaction bank decides when to post the funds to the merchant’s account and when to make the funds available for use by the merchant. This may vary from bank to bank.

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Tyro is best suited to shop-front businesses with a physical premise. We do not provide payment gateway services for online businesses and we are not suitable for merchants who process a high volume of card-not-present transactions.

Integrated EFTPOS

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Integrated EFTPOS allows your POS system to communicate directly with your EFTPOS terminal via broadband or WiFi. Unlike with the banks, there’s no need for complex third party software to enable integration with Tyro, all you need is a POS system and a Tyro terminal.

We work closely with all major POS software vendors to provide a seamlessly integrated payment, reporting and reconciliation solution. Search for your POS vendor here.

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Tyro’s integration has many benefits including:

  • Easy installation which results in fewer support calls
  • Faster card payment processing times
  • Elimination of double-entry data errors
  • Streamlined reconciliation at the end of the day
  • Support of both Windows Terminal Services (and Citrix) environments
  • Secure encrypted transactions
  • Immediate transaction reporting on your own online merchant portal

For more information, go to our Integration page.

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Integrated EFTPOS is now becoming the default option for businesses. This is because it allows you to serve customers faster and streamlines reconciliation. You can find more information on the benefits of integration here.

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Other banks use the services of third party providers to offer merchants Integrated EFTPOS. Tyro’s direct integration model cuts out the complexities, costs and risks related to using an EFTPOS middleware provider. We own all parts of the process, so you can rest assured that you’ll receive premium local support whenever you need it.

Integrated Medicare Easyclaim

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With Integrated Medicare Easyclaim, processing EFTPOS payments and Medicare claiming becomes seamless. Your practice management software (PMS) is linked to the Tyro EFTPOS terminal, so you can easily process payments and your patients can claim their Medicare rebate in 11 seconds. Tyro EFTPOS terminals are also able to process bulk bill claims and gap payments in real time.

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With stand-alone Easyclaim, the bank EFTPOS terminal and your practice management software (PMS) operate independently. With stand-alone Easyclaim, data entered into the software needs to be re-entered into the EFTPOS terminal, resulting in around 25 keystrokes per claim, two EFTPOS card swipes, one Medicare card swipe and intensive staff training. With Tyro’s Integrated Medicare Easyclaim we’ve removed all these steps by making your PMS drive your EFTPOS terminal. You don’t need to swipe the patient’s Medicare card and the whole process takes about 20 – 30 seconds from payment to claim.

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To process Integrated Medicare Easyclaim transactions, Tyro terminals must be paired with your PMS. To see if your PMS includes Tyro Integrated Easyclaim functionality search for your POS/PMS partner on our Homepage.

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No. All Medicare Easyclaim transactions are free for both you and your patients.

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Yes. Medicare Online runs alongside Easyclaim. The functionality of Medicare Online remains unchanged, so you have more claiming options at no extra cost.

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Yes. You can link an unlimited number of bank accounts to a Tyro EFTPOS terminal.

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Complete an Additional Account to Merchant Group Application Form (found on the Merchant Portal) for your new practitioner, and email it to am@tyro.com. A member of Tyro Customer Support will contact you once this new account is ready to be added to your terminal.

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Yes. You can link as many terminals to your PMS as you need.

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Integrated Medicare Easyclaim is intuitive and easy to use. When you join Tyro you’ll receive a welcome e-mail that details how to access training videos for you and your staff to watch. You’ll also have the option to set-up a personalised online training session with one of our Health Account Managers. When you receive your new terminal, you will also receive a set-up guide which will outline the main installation steps. Your PMS provider will provide you with training guides on how to use Integrated Medicare Easyclaim with Tyro. These may be available in the Help section of your PMS or on the User Guide section of our web site.

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For terminal and EFTPOS related issues, contact Tyro Customer Support on 1300 966 639. For Medicare related issues, contact Medicare Easyclaim Support on 1800 700 199. For PMS related issues, contact your software vendor.

Integrated Pay@Table

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With Integrated Pay@Table, Tyro’s mobile terminal synchronises with your POS and allows you to take card payments directly at the table. The EFTPOS terminal is brought directly to the diner so they can pay, split and tip without leaving the table. There’s no headache over split bills and your point-of-sale won’t be locked down while bills are being settled. Entering a table number into the terminal automatically displays the bill amount to the cardholder, who will then be guided through a full payment or bill-splitting process. Different tipping options will also be offered to the cardholder depending on the terminal used.

BarTab

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Tyro’s BarTab solution means you won’t need to worry about walk-outs, fraud or forgotten cards again. Your customer pre-authorises their bar tab limit, but they always hold on to their card. You can finalise the tab without seeing the card again and the customer is only charged for what they spend.

Dynamic Currency Conversion (DCC)

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With Dynamic Currency Conversion (DCC), businesses can offer customers a choice of paying in Australian dollars (AUD) or in their home currency. A DCC-enabled EFTPOS terminal will recognise an international card and will present MasterCard and Visa cardholders with the choice of either completing payment in AUD or in their card’s currency with a given transparent exchange rate at the time of transaction.

If your Tyro terminal is DCC enabled, it will recognise an international card and present the cardholder with a currency choice. If a customer chooses to pay in their home currency, the transaction amount will appear both in AUD and in the foreign currency, including the applied exchange rate and any mark-up.

Learn more about DCC here. To activate DCC on your terminal, complete the application form on the Merchant Portal or contact a Tyro Sales Account Manager on (02) 8907 1700.

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Scheme rules expressly disallow acquirers from entering into agreements with merchants outside the acquirer’s home country. Tyro’s Australian merchants who conduct business overseas cannot use their Tyro terminal to accept payment from a location outside Australia in the normal conduct of their business. Tyro settles into the merchant’s Australian bank account.

Surcharging

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Businesses incur costs when they accept a payment from a customer. Different payment methods can have very different costs. Cards that provide significant rewards to consumers are typically more expensive. Surcharging provides you with the ability to pass the cost of accepting more expensive payment methods back to the customers who use those methods.

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The new surcharging framework introduced by the Reserve Bank of Australia intends to ensure that businesses have the right to surcharge to cover their cost of accepting payment cards while also ensuring that consumers are not excessively surcharged.

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The new RBA surcharging framework came into effect on 1 September 2016 for all large businesses 1 and will commence on 1 September 2017 for all other businesses.

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Tyro provides its customers with annual statements showing the average percentage cost for each type of card covered by the RBA/ACCC framework.

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As part of the new measures, the RBA definition of card acceptance costs has been narrowed. This will include merchant service fees and may include terminal rental 2.

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The RBA has provides a framework for the the following cards

  • VISA, VISA Debit, VISA pre-paid
  • MasterCard, MasterCard Debit, MasterCard pre-paid
  • American Express companion cards

For the most updated information go to the RBA website.

NB: Tyro does not make a distinction for pre-paid transactions and considers them a scheme pair as allowed by the RBA.

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You may choose to set the same surcharge rate for a number of different payment schemes, provided that the surcharge is no greater than the average cost of acceptance of the lowest card accepted. For example, if the surcharge for a credit credit is 1.5% and for a debit is 0.5%, you are not allowed to surcharge 1% for both cards but only a maximum surcharge rate of 0.5%.

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If you accept two cards with a different surcharging rate you can surcharge them separately on the basis of their different cost of acceptance’.

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The Government has given to the Australian Competition and Consumer Commission (ACCC) investigation and enforcement power over cases of possible excessive surcharging. Fines may apply. For the most updated information go to the RBA website.

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The RBA standard and the ACCC’s enforcement powers currently apply to payment surcharges in six card systems: eftpos, MasterCard Debit and Credit, Visa Credit and Debit and the American Express companion card system. For the most updated information go to the RBA website.

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Your Tyro EFTPOS terminals can automate surcharging. Based on your cost of cards acceptance and your transaction volume for the previous 12 months with a particular card, Tyro recommends the best possible surcharging rate for each card based on the RBA framework.

This does not apply to American Express, JCB and Diners cards. As you have a direct Merchant Services Agreement with those schemes, Tyro cannot recommend any surcharging rate for those cards. Please refer directly to those schemes.

The Tyro EFTPOS terminals allow you to configure individual surcharge rates on MasterCard Debit and Credit, Visa Credit and Debit, American Express and Diners cards. Pre-paid MasterCard and Visa cards are classified as debit transactions.

At present, Tyro’s EFTPOS terminals are not set to surcharge eftpos Australia (CHQ/SAV) and Unionpay (CUP) card transactions.

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All Tyro EFTPOS terminals offer this functionality. You simply need to log into your Tyro Merchant Portal to view Tyro’s proposed surcharging rates and eventually review them.

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It just takes 3 easy steps:

  1. Log into the Tyro Merchant Portal and click on Manage my surcharging in the navigation bar.
  2. Click Turn on surcharging.
  3. Review our recommended surcharge rates for each scheme and click save. These rates will apply to the transactions you conduct with your Tyro EFTPOS terminals. 3
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Yes you can change Tyro’s recommended surcharging rates in your Tyro Merchant Portal. Rate changes take effect within 5 minutes (almost immediately). The first time your terminal has to reboot which will be done automatically.

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Tyro terminals allow you to set a surcharge rate between 0% (off) and 5% (maximum). Surcharge rates can be set to only one decimal place of a percentage e.g.: 1.6%, not 1.65%. Surcharging should not be more thn the “reasonable cost of acceptance” for a particular card type for a given transaction. Otherwise, fines may apply. For the most updated information go to the RBA website.

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The words “Surcharge may apply” will appear at the top of the payment prompt screen.

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Once surcharging has been activated, it will automatically be added to the sale amount at the time of transaction and will be indicated on the Tyro terminal.

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You are required by law to inform the cardholder that a surcharge will be applied and state the rate. You cannot state that the card scheme or any other financial institution levies the surcharge.

A signage indicating your surcharging rates must be placed in a prominent, location close to the Point of Sale. In case you need a template to create such a signage please email am@tyro.com.

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The Tyro terminal will automatically identify the type of card used during the transaction. There is no need to visually inspect the card before the transaction.

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If a surcharge was levied on the original transaction, the refund amount should include the surcharge amount apportioned.

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If a transaction was voided via the terminal, the surcharge amount will be automatically voided as well.

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Surcharging has a GST component. Any GST implications of surcharging are for you to consider.

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When using a Tyro terminal, the balance of surcharging will be settled with your monthly Tyro invoice.

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Although Tyro processes American Express, JCB and Diners card transactions, you have a direct Merchant Services Agreement with those schemes. We recommend you refer directly to those schemes for any surcharging settlement modalities.

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At present, Tyro does not offer any surcharging functionality for Union Pay International or eftpos cards as the MSFs for these cards are relatively low.

Tyro Smart Account

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The Tyro Smart Account is a fee-free, interest-bearing transaction account that forms part of your Tyro EFTPOS Banking product.

Settlement funds are deposited into the Tyro Smart Account and you, if eligible, can manage bill payments on your mobile device via the Tyro App. As well as enabling you to do business wherever you are, the integration between your banking and accounting software eliminates the need for double-data entries and repetitive manual reconciliation.

Funds kept in your account earn interest, which is calculated daily, and bonus interest is paid for the period of time held in excess of 30, 60 or 90 days. Higher rates are paid the longer the funds are held and depositor funds up to $250,000 are guaranteed by the Australian Government under the Financial Claims Scheme. For more information refer to the Tyro Smart Account website and our Terms and Conditions.

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No. The Tyro Smart Account is linked to your current bank account, generates bonus interest and allows for fully automated bill payments.

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To access the Tyro Smart Account, you will need to have smartphone running IOS or Android. To download: IOS Tyro App via the App Store or Android Tyro App via the Google Play Store. To benefit from the full functionality of the account, you will need to use Xero accounting software.

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All new customers, who sign up with Tyro from October 29, 2015, receive the Tyro EFTPOS Banking product which includes a Tyro Smart Account.

To access the functions of the Tyro Smart Account, you will need to use the Xero accounting software and have a smartphone running iOS or Android.

As Tyro will be releasing new features and functionality on more platforms, you can register your interest here to be notified of upcoming roll-outs.

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All Tyro customers, who sign up from October 29, 2015, will be provided with the Tyro EFTPOS Banking product which is comprised of a Tyro EFTPOS facility and a Tyro Smart Account (TSA). Activating all functions of the TSA is optional.

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There are no account-keeping fees, transaction fees, overdraw fees, or monthly statement fees. For more information on EFTPOS fees, go here.

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Interest is calculated daily and paid monthly on the third business day. Account holders will also receive bonus interest with rates that increase every 30, 60 and 90 days.

Full details are available in the Tyro EFTPOS Banking Terms and Conditions. Rates are variable and subject to change. For current rates, go to the Tyro Smart Account page.

NB: For customers, who signed up after October 29, 2015 and are ineligible, this account will only be used to transfer (via auto-sweep mode) all settlement funds to their nominated linked bank account.

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There are no minimum deposits, no minimum account balances, and no daily payment limits on the Tyro Smart Account.

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Auto-sweep mode is the daily flow of transactions from the Tyro EFTPOS facility through the Tyro Smart Account to the customer’s nominated settlement account. When the Tyro Smart Account is in auto-sweep mode no funds are held in the account and consequently no interest is generated.

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The Tyro Smart Account is a protected account under the Financial Claims Scheme (FCS), which guarantees repayment of depositor funds up to $250,000 per account holder at an authorised deposit-taking institution in the unlikely event of their insolvency.

What is the Financial Claims Scheme?

The Financial Claims Scheme is an Australian Government scheme that provides protection and quick access to deposits in banks, building societies and credit unions in the unlikely event that one of these financial institutions fails. Under the FCS, certain deposits are protected up to a limit of $250,000 for each account holder at any bank, building society, credit union or other authorised deposit-taking institution (ADI) that is incorporated in Australia and authorised by the Australian Prudential Regulation Authority (APRA). The FCS can only come into effect if it is activated by the Australian Government when an institution fails. Once activated, the FCS will be administered by the Australian Prudential Regulation Authority (APRA). In an FCS scenario, APRA would aim to pay the majority of customers their protected deposits under the Scheme within seven calendar days.

How is the Financial Claims Scheme limit applied?

The FCS limit of $250,000 applies to the sum of an account holder’s deposits under the one banking license. Therefore, all deposits held by an account holder with a single banking institution must be added together towards the $250,000 FCS limit, and this includes accounts with any other banking businesses that the licenced banking institution may operate under a different trading name.

Where can I get further information on the Financial Claims Scheme?

Information on the FCS is available on the FCS website – www.fcs.gov.au.

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You can view and approve all pending batch, BPAY and Direct Debit payments on your mobile device via the Tyro App. The Tyro Smart Account can only be accessed on a mobile device. At present you will require a smartphone running iOS or Android, but Tyro is introducing other platforms in the future.

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You can approve BPAY payments as well as batch and Direct Debit payments on your mobile device.

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You can request your suppliers and billers to direct debit your Smart Account for amounts you owe them. You will need to provide them with your Smart Account’s BSB and Account Number, which you can find on the dashboard of the Tyro app.

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At this time, Tyro doesn’t offer Smart Account holders the ability to issue direct debits against their customers’ accounts to collect payments.

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No, the Tyro Smart Account offers you the mobility to do banking anywhere you choose. There is no need to sit at a desktop, log into Xero, download files to your desktop, log into online banking, upload a file, and then validate payments these steps are eliminated. You can view, and approve, all pending bills from your Tyro App dashboard.

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Follow these simple steps:

  1. Tap to open the Tyro App.
  2. Enter the email address associated with your Tyro Smart Account, and the temporary password sent to you via email.
  3. You’ll be sent an SMS verification to your registered phone number, which you enter into the Tyro App.
  4. Create a new password (you’ll need this if you get locked out of the Tyro App). Use atleast six characters, one upper case, one number and/or special character.
  5. Enter a second time for verification.
  6. Create a passcode (four digit PIN) to use as your login.
  7. Enter a second time for verification.
  8. You are logged in.

To learn more, go to our Tyro Smart Account User Guide.

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Follow these simple steps:

  1. Tap to open the Tyro App.
  2. Enter your passcode. If you forget your passcode, you can log in with your password.
  3. You are logged in.

To learn more, go to our Tyro Smart Account User Guide.

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Follow these simple steps:

  1. In the Tyro App, tap the menu button in the top right corner.
  2. Tap Logout.

NB: This is different to closing the app. There is a 15-minute timeout period where you can reopen the app after closing it, and you won’t be prompted to log in again.

To learn more, go to our Tyro Smart Account User Guide.

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Follow these simple steps:

  1. Within the Tyro App, tap the menu button in the top right corner.
  2. Tap Change password.
  3. Enter your current password.
  4. Enter your new password.
  5. Enter a second time for confirmation.
  6. Your password has been changed.

To learn more, go to our Tyro Smart Account User Guide.

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Follow these simple steps:

  1. Within the Tyro App, tap the menu button in the top right corner.
  2. Tap Change passcode.
  3. Enter your current passcode.
  4. Enter your new passcode.
  5. Enter a second time for confirmation.
  6. Your passcode has been changed.

To learn more, go to our Tyro Smart Account User Guide.

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A passcode is a four-digit PIN that you’ll use as your regular login.

You’ve been asked to create a password as well, but you’ll only need this if you get locked out of the Tyro App. If you’ve forgotten your passcode, you can use your password to login. [Use atleast six characters, one upper case, one number and/or special character.]

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Follow these simple steps:

  1. To enable Touch ID, tap the menu button in the top right corner.
  2. Tap the toggle next to Use Touch ID.
  3. You’ll be asked to accept the terms of enabling Touch ID.
  4. Enter your passcode to confirm.
  5. It’s now enabled. When you log back in, you’ll be presented with a Touch ID pop-up.
  6. To switch off, simply tap the menu button and untoggle the option to Use Touch ID.

To learn more, go to our Tyro Smart Account User Guide.

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  1. As a one-off, you’ll first need to add your Tyro Smart Account to your Xero account to set up your bank feeds.
  2. To complete the connection and enable bank feeds, you’ll need to connect your Tyro Smart Account to Xero via the Tyro App.

For a full list of steps, go to our Tyro Smart Account User Guide.

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Invoices must first be entered into your Xero account before being sent for payment approval via the Tyro App. This simple four-step process allows the user to benefit from the account’s integration with Xero, and having your data entry in one place, you’ll eliminate keying errors, data re-entry and the risk of losing payment files.

Follow these steps:

  1. Log in to Xero.
  2. Under Bills you need to pay, click New bill.
  3. Enter details of the invoice into Xero.
  4. Select Approve.
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Account holders will receive real-time notifications each time major activities occur such as the following:

  • New payment requests
  • Deposits
  • Withdrawals
  • Three-day notification of insufficient funds
  • Overdue warnings
  • Payment failure warning

All notifications are made through the Tyro App.

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Follow these simple steps:

  1. From the dashboard, tap on Pending bills. The icon will have a red circle with a number inside showing the current number of pending bills.
  2. You’ll be shown a list of bills that are currently waiting to be approved, each showing biller name, amount, description and due date.
  3. Tapping a bill shows you more detail such as the biller’s account information.
  4. If you tap to approve the bill, it will be moved to the Approved bills.

NB: If you reject the bill, it will no longer be shown as pending and have to be resubmitted from Xero to be paid in the future.

To learn more, go to our Tyro Smart Account User Guide.

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Follow these simple steps:

  1. From the dashboard, tap on Approved ($). It will show the total value of currently approved bills.
  2. You’ll see a list of bills that have been approved, each showing the biller name, amount, description and due date.
  3. Tapping a bill shows you more detail such as the biller’s account information.
  4. You can cancel the payment approval here if you no longer wish to pay.

NB: If you reject the bill, it will no longer be shown as pending and have to be resubmitted from Xero to be paid in the future.

To learn more, go to our Tyro Smart Account User Guide.

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Follow these simple steps:

  1. On the dashboard, tap on your Pending bills.
  2. Tap through to approve your bill.
  3. The bill will be moved from Pending to Approved.
  4. You’ll receive a notification that the bill has been paid.
  5. When you tap on the notification, it will take you to the transaction history list.

NB: A timestamp will show the last time the transaction value was updated.

To learn more, go to our Tyro Smart Account User Guide.

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Follow these simple steps:

  1. To reject a bill, tap on the Pending bills button.
  2. Tap on the bill you want to reject.
  3. Tap Reject.
  4. This means that a bill will have to be updated manually from Xero. Tap Confirm if you want to continue.
  5. The bill has now been rejected for payment.

NB:  Please notify your Xero administrator of the rejection.

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Save time by sending multiple payments (or batch payments) from your Xero Account to your Tyro Smart Account, via the Tyro App, by following these steps :

  1. On the Dashboard, go to the Awaiting Payments tab [Accounts>Purchases>Awaiting Payment].
  2. Select Bills to pay.
  3. Click Batch payment.
  4. Enter the payment date for the batch payments.
  5. For Bank account, select your Tyro Smart Account.
  6. To complete, click Make payments.
  7. Payments have now been sent to your Tyro App for approval.

To learn more, go to our Tyro Smart Account User Guide.

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Follow these simple steps:

  1. From the dashboard, tap on Transfer funds. You will only be allowed to make payments into your linked account.
  2. Enter the amount you want to transfer.
  3. You can also enter a description of the payment.
  4. Tap Transfer
  5. The funds have been sent.

To learn more, go to our Tyro Smart Account User Guide.

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If you have a bill that has been approved and your account has insufficient funds, you’ll get a notification three days before it’s due.

When a bill becomes overdue, you will be notified daily. Payment is paused until you have sufficient funds. To learn more, go to our Tyro Smart Account User Guide.

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Follow these simple steps:

  1. From the dashboard, tap on your account balance.
  2. Your balance is displayed on the dashboard.

NB: A timestamp shows the last time the transaction value updated.

To learn more, go to our Tyro Smart Account User Guide.

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Account holders get a real-time listing of all transactions, and monthly statements can be exported as a PDF or CSV. The full history is available and there are no additional fees charged to access it, including beyond the three-month period.

You can view your transactions in chronological order, and search by description, payer details or amount and date. You can also filter by credits or debits.

To learn more, go to our Tyro Smart Account User Guide.

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Follow these simple steps:

  1. To access your account statements, tap the menu item in the top right corner.
  2. Tap on Account statements.
  3. Tap on your chosen month.
  4. You’ll be presented with a PDF copy of your account statement.
  5. To export it, tap on the export button. You’ll be asked if you want to export it as a CSV or PDF.
  6. Make your selection, and then pick the method to share the statement (eg: email).
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If you no longer want to use the Tyro Smart Account, you will need to contact the Tyro Customer Service team.

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To delete your account from the phone, first exit the Tyro App and follow these steps in the Tyro Smart Account User Guide.

Pay Anyone

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Pay Anyone allows you to make a payment from your Tyro Smart Account to anyone with an account at another Australian bank or through BPAY using the Tyro App.

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Make sure you have downloaded the latest version of the Tyro App then follow these simple steps:

For iPhone:

  1. From the dashboard tap on Account, then Pay Anyone 
  2. Add a new payee by tapping the plus button in the top right hand corner or choose from your list of existing payees
  3. Enter the details and tap Pay. 
  4. For new payees, once you have confirmed the payment, you will be asked to enter your Tyro passcode for security
  5. Your new payee will now appear on your list for any future payments

For Android:

From the dashboard tap on Account, then Pay Anyone 

  1. Add a new payee by tapping plus button in the bottom right hand corner or choose from your list of existing payees
  2. Enter the details and tap Pay. 
  3. For new payees, once you have confirmed the payment, you will be asked to enter your Tyro passcode for security
  4. Your new payee will now appear on your list for any future payments
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The combined daily limit for payments from your Tyro Smart Account will default to a maximum of $20,000 per day. If you choose to have this set at a higher amount for example $50,000, Pay Anyone payments are still restricted to a maximum of $30,000 per day.

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You can change your default daily limit of $20,000 at any time by contacting us on 1300 966 639, option 3 (9.00 AM – 5.00 PM Monday-Friday AEST).  If you choose to have this set at a higher amount for example $50,000, Pay Anyone payments are still restricted to a maximum of $30,000 per day.

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For security reasons, your daily limit will be increased after two business days. If you wish to decrease your daily limit, this will happen immediately.

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  1. From the dashboard tap on Account, then Pay Anyone 
  2. Tap the plus button 
  3. Tap ‘New bank account’ or ‘New BPAY’ biller
  4. Enter the details required
  5. Tap ‘Pay’
  6. Once you confirm the payment, you will be asked to enter your Tyro passcode for security
  7. If you added a nickname for the payee, it will appear in your list stored under that name
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You can transfer funds from your Tyro Smart Account to any Australian financial institution (bank, building society, credit union) account or through BPAY using the Tyro App.

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You cannot edit a payee but you can delete a payee.

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You can only transfer funds to an Australian bank account.

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No, but you can use BPAY to transfer funds to your credit card.

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You will need the following information:

  • The payee’s account number, which is numeric
  • A BSB number that is exactly six digits and identifies the bank and branch of the payee
  • The payee’s account name
  • If the account number is incorrect, many institutions will not accept the payment.

Please note that you cannot transfer funds to a credit card account using Pay Anyone.

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You will need the following information:

  • A biller code – between 4-6 numbers
  • Your BPAY reference number (also known as a customer reference number)
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Once you have confirmed your payment, you will receive a green notification that it has been approved.

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Once you’ve made payments using Pay Anyone in the Tyro App, you’ll be able to pay the same payees again using Siri.

To make a payment using Siri:

  1. Simply start talking to Siri and ask it to pay someone, for example, “Hey Siri, pay $250 to Adam’s Bakery for Monday’s pastries using Tyro”.
  2. Siri will ask you to confirm the details of the payment and will open the Tyro app.
  3. Once you’ve logged into the Tyro app, you will be asked to approve the Pay Anyone payment initiated by Siri.

You can start talking to Siri either by holding down the Home button, or by saying “Hey Siri” if the Hey Siri feature is enabled on your device.

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No. As with all transactions, the Tyro App requires you to log in with your PIN or fingerprint and approve any payment initiated through Siri.

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In order for Siri to function, Tyro makes the names and nicknames in your payee list available to Siri. None of your financial information is shared with Siri or Apple.

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You’ll need iOS 10 or later to be able to pay with Siri on the Tyro App.

Tyro Smart Growth Funding

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Tyro Smart Growth Funding is a cash-flow based unsecured business loan which will be offered to eligible Tyro customers to help grow their business.

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Tyro Smart Growth Funding can be used to make a range of purchases/investments needed to grow your business, eg: new equipment and expansion.

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Tyro Smart Growth Funding is a business loan based on your business’s settlement history.

Customers are informed of the amount they can borrow with no obligation to take up the loan. If they decide to make use of the offer, they simply choose the loan amount4, how fast they want to repay it5, and accept the offer with a few taps on their phone. This is all done within the Tyro App.

Customers can choose the percentage of their daily EFTPOS sales they would like to use to pay down the total amount owing until the balance is zero.

As loan repayments are based on sales, if you don’t have a card transaction that day, you don’t need to pay anything that day.

NB: Minimum payment amounts apply6.

 

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Tyro Smart Growth Funding will be offered to eligible Tyro EFTPOS banking customers.

You will only be able to access (and accept) Tyro’s loan offer7 via the Tyro App and you will need to have a Tyro Smart Account, where the loan funds will be deposited. Find out more about the Tyro App and Tyro Smart Account.

To find out more information about eligibility and how Tyro could help with your lending needs, contact us.

NB: To access the full functions of the Tyro App and Tyro Smart Account, you will need to use the Xero accounting software and have an iPhone (iOS 8 or later.)

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To be eligible you must:

  • Be a Tyro EFTPOS Banking customer with a Tyro Smart Account and access to the Tyro App.
  • Provide Tyro with a personal guarantee.
  • Meet Tyro’s assessment criteria of your business and your EFTPOS transaction history.

To find out more information about eligibility and how Tyro could help with your lending needs, contact us.

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Tyro’s loan offers will be based on an understanding of your business and your EFTPOS transaction history.

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Tyro will not request any additional collateral such as property be provided as security for the loan. However, you are required to provide a personal guarantee.

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Yes. Once you have received Tyro’s loan offer, you can choose the amount (up to the maximum loan amount set out in the offer) you wish to borrow.

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After accepting Tyro’s Smart Growth Funding offer and the simple flat fee, the agreed loan amount will be transferred into your Tyro Smart Account within minutes.

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Loan repayments are not based on interest rates. You are charged a simple flat fee.

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The flat fee is charged by Tyro for providing the loan. It is determined by the loan amount, repayment percentage and the estimated settlement volume. It is set at the time of loan offer and is not changed during the life of the loan. No matter how fast or slow you repay the loan, the fee is fixed

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Tyro does not charge any additional fees such as establishment fees, monthly administration fees, early repayment fees, or late repayment fees.

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Yes you can. Tyro does not charge penalties for early loan repayments. To pay off your loan sooner with a lump sum repayment, simply contact Tyro Customer Support on 1300 966 639 (“2”).

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No, you can only have one loan at a time. When you have repaid your loan in full, you may become eligible for another loan offer.

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Go to tyro.com/business-loans or call us on 02 8907 1764 to speak with one of our Australia-based banking specialists (9am-5pm AEST).

Getting started

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Tyro’s APCA certified terminals are very easy to set up and intuitive to use – simply follow the step-by-step prompts on the terminal screen. Once your terminal arrives, just plug it to a power source and into your network router. If you have a handheld device, simply sign on to your WiFi network on the terminal. Then call our Tyro Customer Support on 1300 966 639 to activate your terminal and they’ll help you integrate it with your POS or switch on standalone mode.

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Follow these five simple steps:

1. Test your internet connection

Before receiving the terminal ensure your network is ready by running a Network Connectivity Test. You can also use this test for troubleshooting.

2. Call Tyro on 1300 966 639

When you receive your terminal, connect it to your network and switch it on. Then call our Customer Support Team who will activate the terminal and walk you through the integration process. It will take between five and 10 minutes.

3. Integrate with your POS/PMS software

We provide software for both Windows-based POS systems (Tyro Terminal Adapter/TTA) and web-based systems (Tyro iClient). Our Customer Support Team will discuss whether you will need to download our TTA, which you can here. No installation is required for Tyro iClient. Your POS system automatically downloads iClient and uses it to communicate with your Tyro terminal.

4. Pair and configure

As part of the integration process, pairing the terminal requires both the POS and terminal to be physically available. It is a simple handshake process that connects both devices. If not connecting, speak to us or read our TTA Installation Guide.

5. Start transacting

Once paired, enable Tyro on the POS and you are right to go.

For more information, go to our Integration page.

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The Tyro Terminal Adaptor (TTA) is the integration software used by Windows based POS and PMS systems to integrate with Tyro terminals. For more detailed information go to Integration.

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For simple installation instructions please proceed directly to installation by clicking the TTA Installation Guide.   You can also proceed directly to installation by using the  TTA Software Download.

Transacting with my terminal

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Tyro’s broadband offers the fastest processing speeds with 95% of transactions taking  less than 1.5 seconds*. With 95% of transactions done in less than 1.6 seconds*, our 3G offers fast speeds to rival broadband.

* Based on the first 10,000 transactions per Tyro terminal and interface from April 13, 2015.

 

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Tyro runs two data centres that operate independently, but in parallel, so there’s always a back-up.  We ensure consistently fast authorisation times and service availability year-round including during peak trading periods. Learn more here.

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First check the terminal is plugged into a power source and is connected to the internet. If that doesn’t resolve the issue, reboot the device by holding down the yellow Corr button on the Xenta, Xentissimo, and Yoximo models or the Reset button on the back of the Yomani model. If the terminal is still displaying an error message after rebooting, call Tyro Customer Support on 1300 966 639.

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The Reserve Bank of Australia has allowed card schemes to limit surcharging by businesses to the recovery of reasonable costs. Visa has mandated that its credit and debit card transactions can only be surcharged up to recovering the “reasonable cost of acceptance,” i.e. how much it costs to accept a Visa card. If you surcharge Visa card transactions, you can now calculate your surcharge limit using a Visa provided calculator available on the Merchant Portal.

Surcharging – Best practices and legal requirements

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These are various codes set by the credit card issuers, not by Tyro Payments. You will find the extensive list in the EFTPOS Set Up Guide included in your terminal delivery package or on the Guides page of our website. If ‘Call Tyro Support’ appears on screen, call Tyro Customer Support on 1300 966 639 immediately.

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Most credit transactions can be voided (cancelled) up to 48 hours after the transaction occurred. Voiding a transaction requires the refund or administrator password. Direct debit transactions can’t be voided.

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The refund function is disabled by default for security reasons. It must first be enabled via the settings menu on your Tyro terminal. The refund password is required to process refunds. If the wrong password is used, the terminal will lock out for increasing periods of time for each time the wrong password is entered. After 15 wrong attempts, the terminal will block. If this happens, contact Tyro Customer Support

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The introduction of PIN only will have a direct effect on tip processing as customers will not be able to manually add a tip on a printed receipt. Tipping on the terminal now replaces tipping on the receipt Tyro was one of the first EFTPOS providers to offer a tipping function embedded on the terminal that allows customers to enter their tip before finalising the transaction. For hospitality merchants who want to continue to offer tip and payment completion at the table but have a countertop terminal, please contact us to discuss our mobile terminals and pay@table option

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By default, each terminal is configured to automatically settle at midnight, terminal local time. For next day funds transfer, the latest settlement time is 5am AEST (Australian Eastern Standard time). If the terminal settles after 5am AEST, funds transfer will occur on the following banking day. You can check or change settlement time directly on the terminal. Call Tyro Customer Support if you need assistance.

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A chargeback is a reversal of a credit card transaction which usually occurs when a cardholder raises a dispute with the financial institution that issued their card. In case you have a question regarding a chargeback contact Tyro’s Finance Team on 1300 966 639 (*2).

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Contrary to other banks who charge up to $30 per chargeback, you are free of chargeback fees with Tyro.

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Reboot the device by holding down the yellow Corr button on the Xenta, Xentissimo, and Yoximo models or the Reset button on the back of the Yomani model. Make sure the Xentissimo or Yoximo are not connected to power when attempting a reboot. For assistance with rebooting, call Tyro Customer Support on 1300 966 639.

PIN Mandate

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PINwise was an initiative of the Australian payments card industry to encourage the use of PIN instead of a signature. As of October 18, 2014, signatures were no longer accepted as a form of authorisation.

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Being “PINwise” means using a PIN to confirm a customer’s identity when they use their credit, charge or debit card to make a payment. Using a PIN helps protect against fraud due to lost or stolen cards. This is because the chance of someone correctly guessing a PIN is very small. See our Fraud page for more information.

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The PIN transaction is encrypted and sent in real-time to the customer’s card issuer to be authorised. PIN usage can help protect against fraud due to lost or stolen cards, because the fraudster would need to have both the card and the PIN. This is why you should tell your customers not to share/tell their PIN with any other person, including you or your staff.

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The option to sign won’t be offered on the terminal screen when a domestic VISA or MasterCard is presented.

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International cards are not affected by this change, and will continue to operate as they do now. Depending on the card, the customer may still be able to sign.

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Tyro terminals continue to accept signature for American Express cards. We will inform you once American Express has upgraded their systems to offer PIN only.

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All Tyro terminals have been activated to accept PIN only card authorisations.

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If a customer can’t remember their VISA or MasterCard PIN, you can suggest that they use their EFTPOS debit card.

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Pin@POS is only for card present transactions and does not affect the way MOTO transactions are being processed.

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Tyro does not recommend the use of mail order or telephone order forms to bypass the card present process that requires PIN authorisation. These transactions carry a high risk of fraud.

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The introduction of PIN has a direct effect on tip processing as customers will not be able to manually add a tip on a printed receipt. Tipping on the terminal now replaces tipping on the receipt Tyro was one of the first EFTPOS providers to offer a tipping function embedded on the terminal that allows customers to enter their tip before finalising the transaction. For hospitality merchants who want to continue to offer tip and payment completion at the table but have a countertop terminal, please contact us to discuss our mobile terminals and pay@table option.

Connectivity

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Learn more about connectivity on our Connectivity page.

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For best results we recommend using the broadband network (either Ethernet or Wi-Fi). Broadband offers the fastest processing speeds with 95% of transactions taking  less than 1.5 seconds[i]. For high 3G traffic venues such as busy bars, pubs and restaurants, we recommend the use of dedicated WiFi connections to avoid 3G congestion.

For those on the move, we still have your covered because Tyro Cloud-based integrated terminals use Telstra’s extensive mobile 3G network. With 95% of transactions done in less than 1.6 seconds2, 3G offers fast speeds to rival broadband.

[i] Based on the first 10,000 transactions per Tyro terminal and interface from April 13, 2015.

Learn more about connectivity on our Connectivity page.

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Check your internet connection here. It’s also great for troubleshooting.

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In remote areas where 3G is not available, terminals may automatically switch to GPRS through Telstra.

If the internet is down, 3G not working, or you have no power, you can still process transactions offline. For more information go to our Customer Support page.

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If you have a 3G enabled terminal then call Tyro Customer Support on 1300 966 639 to switch over to 3G. You’ll be able to start taking payments straight away in stand-alone mode. If you don’t have a 3G enabled terminal or your 3G is not working, you may need to process transactions offline. Visit our Support page for more information on offline transactions.

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You can try rebooting terminal. If that doesn’t work, the signal failure might be due to a Telstra outage in the area.

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Yes. If this happens, contact Tyro Customer Support. You may need to process transactions offline. Visit our Support page for more information on offline transactions.

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If you cannot electronically process a payment due to your internet being down, your 3G not working, or lack of power supply, you may need to process transactions offline. You can do this with voice authorisation or, in some circumstances, with a Manual Transaction Receipt. Debit card transactions cannot be processed offline. Please note that Tyro does not recommend processing payments with Manual Transaction Receipts due to the high risk of fraud. Any payments processed using Manual Transaction Receipts are done at the risk of the merchant. For more information on offline transactions, please visit our Support page.

National Broadband Network (NBN)

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Tyro terminals won’t be affected by the NBN roll-out. Once you’ve made the switch, you can continue to process card payments uninterrupted. Find out when the NBN will be rolled out in your area here.

PCI Compliance

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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. If you process face-to-face credit and debit card transactions exclusively using Tyro’s payment solution and you follow Tyro’s security guidelines on MOTO transactions, you’ll be PCI-DSS compliant and can avoid the risks and costs of a data breach (i.e. scheme fines, costs of unauthorised transactions and security breach investigations). For more information, visit our PCI Compliance page.

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PCI self-assessment allows merchants to self-evaluate their compliance with PCI DSS. More information can be found here.

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Tyro’s network architecture and EFTPOS solutions protect merchants and cardholders against data breaches. For more information visit our PCI Compliance page.

Fraud prevention

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Merchants accepting credit and debit cards are prime targets for data fraud, so protecting your business and customers is critical. We’ve outlined the types of fraud you may face and offered some tips, including a fraud checklist, on our Fraud Prevention page to help you minimise the risk.

If unsure about a transaction, call Tyro’s Fraud Analysis Team on (02) 8907 1610.

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This is when a person tries to use a counterfeit card in store that will not tap or swipe because the information on the card is incomplete.

Always dip, tap or swipe the card for card present transactions. If the card presented does not work, ask the customer for a different card. Never enter the card number manually.

If unsure about a transaction, call Tyro’s Fraud Analysis Team on (02) 8907 1610.

 

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This is when a customer asks you to debit their card and transfer the funds to a third party. They aren’t interested in buying your goods, but trying to get you to transfer money to them.

Never process a transaction to pay for external third-party costs (costs not related to your business).

If unsure about a transaction, call Tyro’s Fraud Analysis Team on (02) 8907 1610.

 

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This is when someone places an order, then cancels it and asks to be refunded to a different card, via bank transfer or in cash. They aren’t interested in buying your goods, but trying to get you to transfer money to them.

Always refund to the card number that the transaction was made on. If the customer states they lost their card, advise them to contact their bank and raise a chargeback.

If unsure about a transaction, call Tyro’s Fraud Analysis Team on (02) 8907 1610.

 

Managing my account

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Tyro’s Merchant Portal gives you freedom and flexibility. You can view a summary and breakdown of your fees and track all transactions that have gone through your terminal since you joined Tyro. It’s great for accessing terminal and daily reports while you’re not on site, and you can set-up multiple levels of user access for different members of your team.

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Go to the Merchant Portal homepage and type in your username (the email address on your EFTPOS application) and password (emailed to the nominated email address when your terminal was shipped). When logged in, you can create access rights for multiple users.

Learn more here about how to use Tyro’s Merchant Portal. If you have any questions email Tyro at support@tyro.com or call the Tyro Customer Support Team on 1300 966 639.

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If you are the administrator of your account, call Tyro Customer Support on 1300 966 639 or email cs@tyro.com and they can help reset it. If the previous administrator has left the business we will help you set-up a new password.

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If you’d like to rent another terminal just call Tyro Customer Support on 1300 966 639 and they’ll organise this for you.

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Tyro terminals are multi-merchant capable. To add an additional bank account to the terminal you’ll need to complete an Additional Account to Merchant Group Form. This is available from the Merchant Portal.

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You will need to download and complete a Application Form and send it to am@tyro.com. An Account Manager will be in touch with you to discuss additional required documentation and finalise the handover.

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Download the Tyro Change of Company Contact Details Form(found on the Merchant Portal) and email to cs@tyro.com.

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You’ll need to fill out the Tyro Direct Debit Request Form. Email this form back to cs@tyro.com  and we’ll update your details.

Passwords

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The administrator password is required to change the tipping and refund passwords and to enable or disable functions on the terminal. There is no default admin password assigned to the terminal. During set-up you will be requested to enter your chosen password.

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For your security, passwords are stored on the terminal and cannot be retrieved by Tyro Customer Support. You will need to recover your password from the terminal and it will be emailed to the address that is shown on the terminal screen.

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In order to restrict the ability to process refunds, the administrator can allocate a separate password for refunds. You can do this directly on the terminal. In case no refund password has been allocated, the administrator password can be used as the default refund password.

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In order to restrict the ability to complete tipping, the administrator can allocate a separate password to this function. You can do this directly on the terminal. In case no tipping password has been allocated, an administrator password can be used as the default tipping password.

Maintenance

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The Tyro EFTPOS network is unique because we remotely conduct system updates that guarantee security and improve functionality. Your terminal/s will not be disrupted by these updates.

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To order additional terminal accessories such as charging cradles, swivel plates and poles, simply download and complete the Purchase for Terminal Accessories Form available on the Merchant Portal and email it back to cs@tyro.com or fax to (02) 8907 1777.

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Go to our Customer Contact page and click on the Terminal paper roll orders button. Input your merchant ID and terminal serial number and submit. Please do not order paper rolls via mail or phone.

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Yes – it is possible to swap or upgrade your terminal. Contact Tyro Customer Support on 1300 966 639 to find out which models are compatible with your POS/PMS.

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If a merchant damages a terminal, Tyro will debit the cost of repairing it or replacing it from the merchant’s account. See our Support page for more information.

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You can order loaner terminals by going to https://tyro.com/contact/customers/. You will need your Tyro Merchant ID and the serial number of one of your existing terminals to place the order. Cost of a loaner terminal is $189+GST set up fee plus a minimum of one month rental fee.  Monthly rental fees are ongoing until the terminal is returned.  Alternatively you can call Tyro on 1300966639 and we’ll mail you a request form. Once completed and mailed  the loaner will be shipped within a few days.

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Removal of the SIM card from the terminal will automatically disable the SIM card functionality and will require the terminal to be returned to Tyro for re-configuration. Fees will apply.

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Contact Tyro Customer Support. We will supply you with a pre-paid courier satchel and instructions on how to return the terminal. Refer to Tyro’s Terminal Return Policy and follow the checklist below to ensure all is done correctly or visit our Support page for more information.

UnionPay

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UnionPay International (UPI) is a subsidiary of China UnionPay. UPI provides payment services to Chinese and South East Asian consumers. UnionPay customers can use either a UPI debit card with no transaction limit or a UPI credit card with transaction limits. Learn more about UnionPay and how it can help grow your business here.

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Unlike with cards issued in Australia, transactions are authorised with a signature and PIN on credit cards. With transactions on debit cards, only a PIN is required. [Note: PIN is six digits.] Also, some UnionPay issuers put long or indefinite expiry dates on debit cards.

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UnionPay debit cardholders are not subject to transaction limits. The value of transactions is limited only by the balance of the account linked to the debit card. There is a transaction limit on credit cards, which will vary from cardholder to cardholder.

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The MSFs are identical to other internationally-issued cards, and may vary between debit and credit cards. Note: Dynamic Currency Conversion is not offered on UnionPay cards.

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As part of the initial roll-out, only customers participating in the pilot who have their terminals updated will be able to accept UnionPay cards. [Those customers may need to reboot their terminals.] Tyro will begin updating and enabling all terminals for existing and new customers from mid-January 2016.

If you are not a Tyro customer and would like to accept UnionPay, sign up here. Call our Customer Support Team if you need any assistance.

Can't find what you're looking for?

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Our Australian-based Customer Support is available 24/7, 365 days a year. Contact us here or or call us on 1300 966 639.