Processing a new transaction

In order to send a transaction to the Tyro machine through Genie, you will either need to select EFTPOS as the payment method in the receipt window when receipting off an invoice, or accept a deposit to a bank account that has been linked to the Tyro machine. If you have done this successfully, you should see a window like this appear: 

Once this window appears, the transaction will be sent to your Tyro machine where you can proceed with the transaction. 

Cancelling a transaction

To cancel a transaction at any point, you can click the Cancel button on the Tyro receipt window in Genie, or you can press the Stop button on the Tyro machine itself. Both of these actions will result in a message appearing in Genie that says, ‘Are you sure you want to cancel?’.  

If you click Yes to this prompt, you will be directed back to the Genie receipt window, where you will be able to change the payment method if required or update the payment amount. If you click No to this prompt, the payment amount will be resent to the Tyro machine and you can try processing the payment again. 

Invalid card type/card declined

If you attempt to receipt a payment with an invalid card type (e.g. Amex), you will receive a message within Genie that says, ‘Card not accepted. Use another card?’. If you select Yes to this prompt, the payment will be sent back to the Tyro machine where you can try again. If you select No to this prompt, you will be directed back to the Genie receipting window. 

If the card used in the transaction is declined, you will receive a prompt in Genie that says, ‘Card has been declined. Contact Bank’. To attempt processing the transaction again, click the Retry button. To cancel the transaction, click Cancel to be brought back to the Genie receipting window.

 

Standby issues

A common issue that can occur is the Tyro machine timing out. This causes your Genie Client to freeze or require a forced restart. This can occur if you are using a wireless Tyro machine or when the Tyro machine has gone into standby mode.  

It is recommended that the standby settings on the Tyro machine are set to ‘Never’ so the machine doesn’t go into standby mode. If you are unsure about how to configure this, please speak to Tyro support as they will be able to assist you with changing this setting.

If you are experiencing an issue with your Tyro machine and you are unsure about who you should contact to assist you, you can use the list below to figure out your first step. 

You can contact Tyro support for the following types of issues: 

• My EFTPOS machine is not working 

• I’m having EFTPOS machine connectivity issues 

• I need help pairing my Tyro machine with Genie 

• My EFTPOS transaction has been declined, what do I do? 

• I want to activate my Tyro account 

• I want to order additional Tyro machines or paper rolls 

• I want to escalate a Tyro machine issue 

• I need some training on how to use integrated EFTPOS 

• I’m enquiring about my EFTPOS fees 

• I want to update my Tyro account details and/or view my monthly statement 

• I want to add merchant accounts to my software 

 

You can contact Genie support for the following types of issues: 

• I need help setting up Medicare Online 

• I need help setting up ECLIPSE 

• I need help adding a new user to my software 

• We need help generating an end of day banking report with my software 

• How can I raise and invoice and receipt in my software? 

• How do I add a bank account to my software? 

 

Is it possible to pair the Tyro machine with more than one computer?
Yes, it is possible to pair one Tyro machine with more than one computer for use with Genie 

Is it possible to pair two Tyro machines with the same computer?
No, it is not possible to have two separate Tyro machines paired with the same computer. If you have more than one Tyro machine, you will need to pair these to separate machines.

Can over the phone credit card transaction still occur?
Yes, as long as your Tyro machine has been enabled to accept MOTO transactions. You can bring up the receipt window in Genie and when prompted to swipe the card, select the option to do a MOTO transaction instead. Process the payment through the Tyro machine and then Genie's receipt can be created like normal. 

If a payment has been processed via the Tyro terminal without raising a receipt in Genie how should this receipt be recorded?
You can temporarily disable Tyro on your computer via the Tyro Preferences in the Administrator tab of File > Maintenance and Reports. Process the transaction and then re-enable Tyro on your computer. 

Can you have multiple bank codes in Genie linked to one Tyro machine?
If the bank accounts have the same BSB and Account No then these can all be linked to one Tyro terminal. If the details are not the same it won't be possible to link them.