Tyro Machine Setup and Troubleshooting

Set Up

When you pair the Tyro device, it is paired to your web browser. This means if you pair it with Chrome, then it won't be working in Safari!

Every time you go to the Tyro Setup page, IWannaTicket will look for a Tyro device paired with the browser, and tell you how much is working. You can click on Tyro Setup to get it to try again.

When you get the message "Your terminal is available for use", you're ready to sell tickets.

Pairing your Box Office with your EFTPOS machine

To process integrated EFTPOS transactions, your EFTPOS machine must be paired with your Box Office.

Once you've got a terminal, plug it in and wait for it to boot up. Then go IWannaTicket admin, to the page where your list of events appears (usually the first page when you log in). On the left hand side you will see an option called "Tyro Setup".

Click into there. You will need to visit that page every time you start a session with the IWannaTicket box office to sell tickets using a Tyro device. Also, if something goes wrong with the connection to Tyro, or you change devices, you may need to go to that page to get everything working again.

To pair your EFTPOS machine, follow these steps:

1. Press ‘Menu’
2. Select ‘Configuration’ - Enter admin code 1911.
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 box office. 

5. Log into the IWT website using the browser you use the box office with. 

6. On the side bar menu, click ‘Tyro Setup’ 

7. This will take you to the Tyro Setup page. In the sidebar menu, click ‘Pair Terminal’

8. Select the Tyro unit you want to setup from the image displayed. 

9. Enter the Merchant ID and Terminal ID displayed on the Tyro unit. 

10. Press ‘Authorise’ in the browser and ‘Start’ on the Tyro machine. 

11. Once successfully paired, you may initiate a test transaction via Box Office. 

12. You will need to visit the Tyro Setup page every time you start a session with the IWannaTicket box office to sell tickets using a Tyro device. Also, if something goes wrong with the connection to Tyro, or you change devices, you may need to go to that page to get everything working again.

If you have a permanent Tyro device with a printer, let IWannaTicket know and we can make the "has a built-in printer" checkbox on by default.

Selling Tickets

Once the terminal has booted up, go to the IWannaTicket admin page where your list of events appears (usually the first page when you log in).

On the left hand side you will see an option called "Tyro Setup". Click into there. You will need to visit that page every time you start a session with the IWannaTicket box office to sell tickets using a Tyro device. Also, if something goes wrong with the connection to Tyro, or you change devices, you may need to go to that page to get everything working again.

Troubleshooting

How to switch your Tyro on and off

1. To turn the TYRO unit on, press the yellow button in the centre of the bottom row of buttons. 
2. To turn the TYRO unit off, press and hold the red button on the left side, on the bottom row of buttons. 
3. The TYRO uses the mobile network.

How to reboot your Tyro EFTPOS machine

A reboot is initiated by holding down the Yellow "Corr" key until "Reboot Now" is displayed on the screen, then releasing the key and allowing the reboot to complete.

The EFTPOS machine will take around 1-2 minute(s) to complete a reboot. A completed reboot can be confirmed when your 'Trading Name' is displayed on the screen.

Check Tyro Status

How to enable refunds on a Tyro EFTPOS machine

Tyro EFTPOS machines can process refunds if it has been enabled. 

To enable this feature follow these steps:

1. Press the Menu button on the Tyro EFTPOS Machine, located below the 7 button.
2. Select Configuration
3. Enter your 4-digit Admin Password
4. Select Refunds
5. Select Enable

You will be prompted to create a Refund Password. This is a 4-digit password that can't be 4 consecutive numbers (e.g. 1234) or 4 of the same number. (e.g. 1111)

Once you have enabled refunds and set the password you will be able to refund money onto customers' cards.

Instructions on how to change the EFTPOS machine between 3G and 4G to local connections

Tyro Mobile EFTPOS machines have 2 ways to connect to the internet, which is needed to be able to process transactions. If the EFTPOS machine is having connection issues, e.g. if it's saying "Sign on Failed" and to contact Tyro, you can try switching to the alternate connection method to continue to take payments. For the Mobile EFTPOS, your connection options are WiFi and 4G as a backup.

Switching between 4G and WiFi on Tyro Mobile EFTPOS:

• Press Menu
• Select Network and Diagnostics
• Select Network Connection
• Select WiFi or 4G

This will prompt the EFTPOS machine to try connecting to the internet by using the Telstra SIM card, located in the base of the machine. It will initially display "Sign on Failed" on the screen, but it should try reconnecting after a few seconds and attempt to sign on again.

If your trading name is displayed on the screen that means it has connected and is able to take payments.

If you have not connected to WiFi previously on the Mobile EFTPOS machine, you will need to set up the connection. 

How do I setup WiFi on my Mobile EFTPOS machine?

Follow the menu on your Mobile EFTPOS machine.

The Tyro Mobile EFTPOS machine can connect to the internet via 3G or WiFi.

To switch your Tyro Mobile EFTPOS machine to WiFi:

• Press Menu
• Select Network and Diagnostics
• Select Network Connection
• Select WiFi 

If you have not set up WiFi on the EFTPOS machine previously you will be presented with a screen displaying Sign-On Failed – No WiFi Network. 

1. Press the Menu button on the machine
   • Select Network and Diagnostics
   • Select Network Setup
   • Select WiFi Scan
2. Select the WiFi network you wish to connect to - if you want to connect using your mobile phone as a hot spot, the steps to turn that feature on can be found here: Steps for iPhone, Steps for Google Phones,  Steps for Samsung Phones
3. You will be asked to enter your passphrase – this is the password for your WiFi Network
   • Ensure to enter the password as it is displayed. All WiFi passwords are case sensitive and will need to be carefully entered to connect correctly
   • Press the Menu button on the EFTPOS machine to change the input between lower case letters, capital letters and numbers
   • Press 1 to display various symbols or characters
4. If the WiFi network is not visible, the details can be entered manually by selecting WiFi Manual
   • Enter SSID (case sensitive)
   • Select the appropriate encryption (eg, WPA/WPA2)
   • Enter WiFi password (case sensitive)
5. You will be asked to select DHCP or Static
   • The safe option is DHCP, alternatively, you can select Static if you wish for a more advanced network configuration
6. After choosing your option, select Finish
7. If the EFTPOS machine displays WiFi connection failed, reboot the machine by holding the yellow 'Corr' key for 10 seconds
8. Once rebooted, the EFTPOS machine will connect to the WiFi

When All Else Fails

On rare occasions you will need to clear the browser and start again. 

1. Log into IWannaTicket site
2. Go to Tyro setup page.
3. Click on TYRO pairing link

4. On the Tyro Configuration page, click on ‘I Know What I’m Doing’ link. 

5. This will take you to the Tyro Configuration page. Right click on the page or if using a laptop with a track pad, hold down the ‘Ctrl’ and click/tap on the page to display the contextual menu. Select ‘Inspect’ 

6. The browser window will split to display the inspection page on the right. 

1. Click on ‘Applications’ in the menu across the top (1).
2. Click on ‘Local Storage’ to expand the menu item in the tree (2). 
3. Right click or Hold the ‘Ctrl’ while clicking/tapping on the the URL for the page to bring up the 'Clear' option. 

7. This will clear the information in the two panes to the right of the tree. 

8. Close the inspect window by clicking on the ‘x’ on the top right hand corner. 

9. You will now have to Pair the Tyro unit with the browser. Follow the instructions. ‘Pairing your Box Office with your EFTPOS machine’, located near the top of this article.

Tyro VOIDS

To void a transaction on the Tyro EFTPOS machine:

1. Press the 'Menu' key
2. Select 'Transactions'
3. Navigate down to 'Void'
4. Enter your Refund Password - 1911
5. Select either:
   • Last Transaction (The last transaction taken on the EFTPOS machine will be requested to be voided)
   • By Transaction Ref (You can find this in IWT if you go into the Order and click the Transaction Tab)
6. Enter ‘Voided’ in the notes for that Order.

If you require any further assistance, please get in touch via support@iwannaticket.com.au and your Account Manager will be able to provide additional information.