Please note that most EFTPOS processing issues are actually under the responsibility of the EFTPOS integration provider or the bank themselves as the Retailer software only sends the transaction data across and waits for the approved signal back from the EFTPOS software to complete the sale.

Here are a few common EFTPOS issues that can be encountered when using your integrated EFTPOS terminal and how you can troubleshoot it yourself.

General

EFTPOS has been put through as stand-alone transaction - if an EFTPOS sale has been put through the machine directly, and now a sale needs to be entered through Retailer, and your EFTPOS is integrated, then the sale should be put through using an alternate payment type. For example, it can be put through as Cash first.

Then, open the Previous Sales screen to select the sale, and change the Payment Type in the box in the bottom right.

EFTPOS machine has processed sale but Retailer is still waiting on Subtotal screen or stuck - if the sale has been approved on the EFTPOS machine, and the funds have been confirmed to be transferred, Retailer may not get confirmation (drop in connection at that moment). The sale can still be finished off with an alternate payment type like Cash. The payment type can then be changed in the Previous Sales screen, by selecting the sale there, and selecting the Payment Type in the bottom right box.

Tyro

1. Name Resolution Failure - The Tyro software cannot communicate with the Tyro servers. The most common cause of this is that your computer connected to the Tyro machine does not have an internet connection. Check the cabling to the computer and restart it if it can't access the internet. If a restart doesn't work then you might need to restart your internet router as well.
   
   If you require further assistance, you will need to contact Tyro for them to investigate the issue further on 1300 008 976
   
   

Linkly (formerly PC-EFTPOS)

1. Pinpad Offline - The Linkly software cannot communicate with the physical EFTPOS terminal. Perform a restart of the EFTPOS terminal by holding the Function & Clear buttons. If the EFTPOS terminal does not restart automatically then you can hold the Enter key down until you see the start-up screen.
   If this does not resolve the issue then you should check the cable connection and try restarting the computer as well.
   
   
2. EFTPOS sale crashed and can't use Retailer after restarting - Retailer is trying to restore the crashed EFTPOS sale but can't. You will need to clear the NexusDB folder from your Temp folder directory. You can quickly access your Temp directory by using the Run command. Press the [Windows logo key]+[R] on the keyboard -> Type %temp% into the box and press [Enter].

   

   This issue only affects older versions of the Retailer software. Click HERE to learn how to update the Retailer software.

   
   

   If you require further assistance, you will need to contact Linkly for them to investigate the issue further on 02 9998 9800.