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 entered directly through the machine and now needs to be entered through Retailer, and your EFTPOS is integrated, the sale should be entered using an alternative payment type. For example, it can be entered as Direct Debit first. Then, open the Previous Sales screen to select the sale and change the Payment Type in the box at 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, the Retailer software might not receive confirmation due to a drop in connection at that moment. The sale can still be completed using an alternative payment method like Direct Debit. The payment type can then be changed in the Previous Sales screen by selecting the sale and the Payment Type in the box at the bottom right.

In the situation where you have to use an alternative payment type to complete an EFTPOS transaction, you should select a payment type that does not apply rounding like Cash does. Click HERE for steps on how to add or edit your payment types.

EFTPOS machine is not connecting/shows no connection - Try restarting the machine, then check the providers website to see if their service status (if they are down).

Tyro - https://status.tyro.com/

Linkly - https://status.linklyhq.com/

Smart Pay - AU https://www.smartpay.com.au/status/

Smart Pay - NZ https://www.smartpay.co.nz/status/

Switch Integrated EFTPOS machine to Stand-Alone mode

If you are unable to complete integrated EFTPOS transactions, you may be able to continue processing transactions by entering the sale amount directly into the EFTPOS machine.

The first step is to switch the EFTPOS machine to Stand-Alone mode. The steps for this vary by EFTPOS provider. Contact your Bank/Provider for the correct steps.

Tyro Steps

To switch Retailer to stand-alone mode:

1. From the Main Screen of Retailer, click Setup -> Point of Sale
   
2. Click the Terminals tab
   
3. Under the list of Terminals, click the 'Third Party Integration' tab
   
4. Untick 'Eftpos Machine Attached'
   
5. Click Save

Tyro

Tyro provides EFTPOS integration for Bendigo Bank as well.

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.
   
   
2. Retailer crashing after a completed or cancelled Tyro transaction - This can occur after a Windows 11 update. You must uninstall and reinstall the Tyro Terminal Adapter and re-pair your computer with the Tyro terminal. If you cannot pair your computer with the Tyro terminal, you should clear the pairing from the Tyro terminal. If you are unsure how to do this, please contact Tyro's customer support team.
   
   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)

Linkly provides EFTPOS integration for most major banks, including: ANZ, Bank of Melbourne, Bank of South Australia, Commonwealth Bank, Fiserv/First Data, Live Payments, Mint, NAB, Skyzer, St George, Suncorp, Till, Verifone, Westpac, Zeller.

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.