CounterTop EFTPOS machine User guide Welcome to your new CounterTop EFTPOS machine

For easy install and set of your EFTPOS machine, use this guide. After set up, please keep this guide somewhere handy, close to your EFTPOS machine. It provides useful tips and steps for commonly used functions and questions:

Getting started...... 3 Getting started Getting set up ...... 6 Network...... 6 EFTPOS machine...... 7 What’s in the box? Notes on passwords ...... 8

Tyro App, Tyro Portal and more...... 9 Your new CounterTop EFTPOS machine Pairing your POS/PMS with your EFTPOS machine...... 11 Power adapter Start transacting ...... 12 Ethernet cable EFTPOS features available on request...... 14 Cleaning your EFTPOS machine...... 16 Ways to pay stickers for your window/door, Troubleshooting ...... 17 Point of Sale area and EFTPOS machine Rebooting your EFTPOS machine ...... 17 Returns and damages ...... 17 If any of the items are missing, please contact Decline codes ...... 18 Customer Support on 1300 108 976.

2 Bendigo Bank EFTPOS powered by Tyro, CounterTop EFTPOS machine user guide 3 Handy information

• As part of the process you will be assigned and emailed a Merchant ID number (MID)* The first step is • Note: You may have been assigned multiple MIDs, depending on the requirements of your business and EFTPOS machine to activate your Examples include if you have more than one trading location, or EFTPOS machine . wish to settle different machines to different bank accounts • MIDs are unique identifiers for your EFTPOS machine/s with Tyro Call 1300 108 976 We suggest you note them down here for future reference to speak to our

Australian-based MID

Customer Support MID team available 24/7, 365 days a year . • We will ask you for your MID when you call our Customer Support line, when ordering paper rolls, and we will sometimes refer to your MID/s in communications and service updates

Please quote your business It’s important you keep your contact details with Tyro trading name and the serial updated, so we can make sure you have the information you number located on the bottom need to keep your EFTPOS machine running smoothly . of the EFTPOS machine. The serial number is a *Please note, when calling 1300 108 976 for assistance with your EFTPOS 7 digit alphanumeric machine, ID checks may be performed dependent on the nature of the enquiry. code eg. AAA2222.

4 Bendigo Bank EFTPOS powered by Tyro, CounterTop EFTPOS machine user guide 5 Getting set up EFTPOS machine 1 . Once your machine is connected to a working power source you should see ‘Tyro Terminal Setup’ Network 2 . Press ‘Next’ 3 . Choose/enter your new Admin Password – this needs to be four Your new Tyro EFTPOS machine provides 3G and Ethernet network numbers, no sequences (e.g. 1234) or repetitions (e.g 4444) are connectivity options. These options can be selected through the accepted. For more information on passwords see next page machines configuration menu on your machine. 4 . This will give you access to the Configuration menu where you can enable the following features, if your business is eligible for To change connectivity: them (for more information on EFTPOS features see page 14): Press Menu > (Network and Diagnostics) Network Connection > • Refunds - you will be asked to set a password*, this will be 3G/Ethernet . required each time you enter a refund amount • MOTO To connect via Ethernet ensure you connect the EFTPOS machine • Cash out to your network by plugging one end of the Ethernet cable into • Pre-authorisations the available socket on the machine base and the other end to a • Pair with POS: Select ‘Skip’ if you will be manually spare port on your modem, router, or switch. If the machine does processing all payments on your EFTPOS machine. not detect the network, check that the Ethernet cable is correctly Select ‘Start’ if you have a POS that you integrate with plugged in. Also, check if there is activity/power on the connection at the router/modem/hub. • Tipping: You will also be able to enable tipping on the machine where you will be asked to set a password*, this is used to access the tipping report

*Can be the same as the Admin password, or you can make it different for added security.

6 Getting set up Bendigo Bank EFTPOS powered by Tyro, CounterTop EFTPOS machine user guide 7 Notes on passwords Authorised Signatories and Administrators will receive an email with a temporary password for both the Tyro Portal and The Admin password is used to modify machine settings and to Tyro App. This temporary password expires within three days. set and change passwords for refunds and tipping. All passwords If you haven’t received it or can’t find the email, call Customer protect the security of your EFTPOS machine, so you don’t want Support to reset. them to be too easy to guess.

You can change your passwords by selecting ‘Menu’ and ‘Change Passwords’. The machine will automatically enforce a temporary lock-out after three or more unsuccessful password attempts.

If you have forgotten your password follow these steps:

1 . Press ‘Menu’ 2 . Select ‘Configuration’ 3 . Instead of entering the Admin Password, note the additional option for ‘HELP’ at the bottom of the screen 4 . Select ‘HELP’ and ‘Yes’ . The email address where the passwords have been emailed to will show on the screen

Tyro Portal When you log in to the Tyro Portal you can view your EFTPOS transactional reports and insights to help you run your business. Specifically you will have access to: a deeper dive to determine card details and verification method; cancelled and declined transactions; ability to create a reconciliation report that details total transaction amounts for each EFTPOS machine over a specific time period; and much more.

Visit merchant .tyro com. to get started .

8 Getting set up Bendigo Bank EFTPOS powered by Tyro, CounterTop EFTPOS machine user guide 9 Tyro App Pairing your POS/PMS You can’t be in-store all the time. with your EFTPOS machine But with the Tyro App you can stay To process integrated EFTPOS transactions and/or Medicare on top of business with real-time Easyclaim, your EFTPOS machine must be paired with your EFTPOS data, letting you access Point of Sale (POS) or Practice Management Software (PMS). hourly transaction reports for each of your locations, check Tyro Service Status and access Tyro Help. To pair your EFTPOS machine follow these steps: If you haven’t already, download 1 . Press ‘Menu’ the Tyro App from Google Play or the App Store . 2 . Select ‘Configuration’ 3 . Select ‘Integrated EFTPOS’ 4 . Select ‘Pair with POS’

Your merchant ID and terminal ID will be displayed on the EFTPOS machine. You can use this information to input into your POS/PMS software. You will then have to initiate the pairing sequences through the POS/PMS software and press “start” on the machine. Once successfully paired, the POS/PMS name will appear on the EFTPOS machine. Tyro Service Status If your EFTPOS machine doesn’t react to a POS/PMS initiated Every now and then things don’t go to plan. At status.tyro.com transaction, follow the instructions that appear on your POS/PMS you can see our systems’ real-time status and opt-in to display or call our Customer Support team on 1300 108 976. notifications for systems including transaction processing, EFTPOS machine connectivity and the Tyro Portal.

10 Getting set up Bendigo Bank EFTPOS powered by Tyro, CounterTop EFTPOS machine user guide 11 Start transacting

Accepting a payment Processing a refund With your EFTPOS machine the following payment types can be taken: When a customer is charged the wrong amount, you can refund the whole amount or difference to their card.

• Contactless payments (Tap & Go) • Visa, Mastercard®, and From the Menu: • UnionPay • Select ‘Transactions’ and ‘Refund’ • Google PayTM, , and Samsung Pay • Enter the refund password • Alipay • Enter the amount you wish to refund to the card • American Express/JCB* • Ask the cardholder to swipe/insert the card, select the account • Diners Club* and enter the PIN (refunds to credit accounts don’t require a PIN) • Press ‘OK’

* If you already have a merchant agreement with American Express or Diners Club • The EFTPOS machine will print a receipt confirming please call Customer Support 24/7, 365 days a year on 1300 108 976 to organise whether the refund was approved or declined enablement on your machine . If you don’t have a Merchant Agreement with American Express, Tyro can fulfil that for you on behalf of American Express as long as you’re eligible for the American Express Direct Settlement program with Tyro. For more information on this go to help.tyro.com. Please note: refunds cannot be processed when the EFTPOS machine is offline.

12 Start transacting Bendigo Bank EFTPOS powered by Tyro, CounterTop EFTPOS machine user guide 13 EFTPOS features MOTO1 Subject to approval of MOTO you can process transactions over the phone. You will be required to To discuss or enable any of the EFTPOS features listed enter in the Number, Expiry Date, and CVV below, call our Customer Support team on 1300 108 976. (Telephone Orders only). Note: MOTO can only be used for credit cards – eftpos cards will be rejected.

1 MOTO transaction options are subject to approval. Dynamic Surcharging The risk of MOTO Transactions resides with the merchant, With the Dynamic Surcharging feature, you can apply not the bank/acquirer or the cardholder. For further information about MOTO Transactions refer to tyro.com/terms-and-conditions a surcharge to most customer card transactions with and Tyro’s Chargebacks and Disputes Guide at confidence. It automatically applies your configured tyro.com/blog/chargebacks-disputes-guide/. surcharge so you can recover part or all of your costs of accepting card payments fees easily. To find out more about Dynamic Surcharging, how to enable it via the Cash out Tyro Portal and to download editable signage so you can Give your customers the option to get cash clearly communicate your surcharge rates to customers, out when paying for their purchase. visit tyro com/surcharging. .

Tipping Medicare Easyclaim2 With a discreet tipping feature, including split tips and Provide your patient with an on the spot Medicare percentage tipping, it’s never been easier for customers rebate from your integrated EFTPOS machine. to reward you and your staff. HealthPoint2 Pre-authorisations Process your patients’ private health insurance claims Place a hold over funds in a cardholder’s credit card through Tyro HealthPoint. Patients will only have to pay account. Once the transaction is completed, the funds are the gap payment and can receive a rebate estimate transferred from the cardholder’s account and settled to (only available with select PMS). your bank account. Note: the card needs to be physically present and cannot 2 Medicare Easyclaim and Healthpoint are only available through selected PMS. An additional cost applies. be processed via MOTO.

14 EFTPOS features Bendigo Bank EFTPOS powered by Tyro, CounterTop EFTPOS machine user guide 15 Cleaning your Troubleshooting EFTPOS machine Rebooting your EFTPOS machine

It’s important to regularly clean your EFTPOS machine to The first step to resolving a problem with your EFTPOS machine avoid germs and maintain its hygiene. To do this: is to reboot. You can do this by following these steps:

• Use the same cleaning agents you would use to clean • Hold down the yellow ‘Corr’ key for approx . eight seconds a laptop or smartphone e .g . only a solution of 70%-75% or until “Reboot Now” is displayed ethanol with water • Release the key and allow the reboot to complete • Do NOT use spray household cleaners or surface • Allow two minutes for the machine to reboot – a completed disinfectants directly on your machine, and do not use reboot can be confirmed when your Trading name is solvents like acetone or white spirits or isopropanol displayed on the machine screen • Apply the 70%-75% ethanol with water to a cloth, gently rub the exterior of your EFTPOS machine, paying particular attention to the keypad • Clean the display by gently rubbing with an antistatic cloth • Aim to clean your EFTPOS machine daily . If your machine gets a significant amount of use, you should consider cleaning it multiple times per day

In the unfortunate situation your machine is damaged Top tip: Keep a bottle of hand sanitiser near your EFTPOS and needs to be returned please call Customer Support machine and encourage anyone who has to touch the on 1300 108 976, 24/7, 365 days a year. machine to sanitise their hands first.

16 Cleaning your EFTPOS machine Bendigo Bank EFTPOS powered by Tyro, CounterTop EFTPOS machine user guide 17 For the following decline codes call Customer Support on 1300 108 976 .

13 Invalid amount or refund without 83 Contactless not allowed matching purchase 87 Cash out not allowed 69 MOTO not allowed Thanks for transacting with For the following decline codes, call the card issuer immediately – the contact number is on the back of the card. Bendigo Bank EFTPOS

01 Refer to card issuer 55 Incorrect PIN 02 Refer to card issuer 56 Non existent card number powered by Tyro . 03 Invalid Merchant ID 57 Function not permitted to cardholder 04 Call issuer 58 Function not permitted to terminal 05 Refer to card issuer 59 Card appears to be fraudulent 06 Error. Refer to card issuer 60 Exceed refund limit 07 Card reported lost or stolen 61 Exceed withdrawal limit 12 Invalid transaction format 62 Card has some restrictions 14 Invalid card number 63 Call issuer 15 Invalid card issuer 64 Original transaction amount error 19 Error - Retry 65 Exceeded withdrawal frequency 21 No matching authorisation for reversal 66 Transaction declined 22 Issuer can’t be contacted 67 Call issuer. Suspected fraud. Mastercard is a registered trademark, and the circles design is a trademark 25 Unable to locate record on file 75 PIN retries exceeded of Mastercard International Incorporated. Apple is a trademark of Apple Inc., 30 Unable to format incoming 76 Invalid account registered in the U.S. and other countries. App Store is a service mark of Apple terminal request for scheme 77 Invalid account Inc., registered in the U.S. and other countries. Google Play is a trademark of Card not accepted Google LLC. Alipay and UnionPay acceptance available in-store through your 31 78 Invalid account Expired card Tyro EFTPOS Facility (some exclusions apply). 33 82 CVV invalid Call issuer. Suspected fraud 34 86 Can not verify PIN The EFTPOS machine you have been supplied by Tyro is fully tested to comply Call issuer with all relevant Australian safety standards for electrical equipment. As part of 36 90 Cutoff in progress 37 Transaction declined Tyro’s obligations as a supplier of electrical equipment, we have affixed a label 91 Card issuer unavailable to the power supply of your EFTPOS machine with the regulatory compliance PIN retries exceeded 38 92 Unable to route transaction to issuer mark. It is important that the label not be removed or obscured in any way. If Not credit account 39 93 Call issuer the label is removed or obscured it may constitute a breach of our terms and Function not supported conditions. If you have any questions regarding the label, or the power supply 40 94 Duplicate transmission Call issuer. Card reported lost unit itself, please contact Customer Support on 1300 108 976. 41 96 System error Incorrect account type 42 98 Security Error Bendigo Bank EFTPOS powered by Tyro is issued by Tyro Payments Limited Card reported stolen ACN 103 575 042 AFSL 471951 (Tyro). As Tyro does not take into account your 43 N7 CVV invalid 44 Incorrect account type personal circumstances, please consider if these products are suitable for you. RI Restricted item You can contact Tyro on 1300 108 976 or tyro.com and access Tyro’s dispute Insufficient funds 51 TE Switch Error resolution process at tyro.com/complaint-resolution-process/. No cheque account 52 Y1,Y2,Y3 Chip approved transaction No savings account 2021 © Tyro Payments Limited. All rights reserved. 53 Z1,Z2,Z3 Chip declined transaction 54 Expired card

18 Troubleshooting Bendigo Bank EFTPOS powered by Tyro, CounterTop EFTPOS machine user guide 19 Australian-based Customer Support available 24/7, 365 days a year . Call 1300 108 976 . 260721