Connectivity Issues

Tyro is communicating directly with impacted customers to address any financial impact suffered from the terminal connectivity issue experienced in January. Emails outlining the registration process to make a claim were sent to the email addresses associated with impacted MIDs. Tyro encourages customers to please check their inbox if they would like to complete this registration process. As always our Customer Support team is available 24/7on 1300 966 639.

Good morning. Please find following a further update regarding the terminal connectivity issue we have experienced, for which I am deeply sorry.

We can now confirm that our recovery program of collecting, repairing and returning impacted terminals to our customers across Australia has seen the number of terminals connected to our network return to pre-incident levels.

There are, however, a limited number of our customers who are still impacted. Some of these customers had older model terminals that are obsolete. These customers are being sent new terminals at no additional monthly cost. There are also a number of customers where, despite our best efforts, we have been unable to successfully collect their impacted terminals for repair.

We remain committed to doing everything possible to bring anyone still impacted back online as quickly as possible.

As we approach full resolution of this issue from an operational perspective, our attention is now focusing on our approach to addressing concerns raised by impacted customers. We will shortly provide separate communications to them on our approach. In the interim, I can confirm that we will not be charging our customers any terminal rental for the month of January for any terminals associated with an impacted Merchant ID.

If you have additional questions and areas where you would like more information please make contact with your Partner Manager or email partner@tyro.com, and we will provide the information sought. Again, our apologies for the impact this issue has had on our customers, and you and your teams.

Good afternoon. We have made strong progress in returning functioning terminals to our impacted customers and will have a further update on our recovery plan early next week.

Please feel free to use the following template if required:
Tyro has made strong progress in returning functioning terminals to their impacted customers and will have a further update on their recovery plan early next week. Once again they sincerely apologise for the disruption this issue has caused your business.

Tyro encourages you to keep checking status.tyro.com and to contact them at cs@tyro.com with any questions.

Good evening. Thank you for your patience as we continue to resolve this issue.

Please feel free to use the following template if required:
Tyro thanks you for your patience as they continue to resolve the issue. They understand your frustration at this disruption and are doing everything they can to get you back up and running as soon as possible. They are working at pace to expedite the collection, repair and return of your terminals this week.

Tyro encourages you to keep checking status.tyro.com and to contact them on cs@tyro.com with any questions.

Good morning. Once again we sincerely apologise for the disruption this issue has caused your business. In our 18-year history we have never experienced anything like this, and we are deeply sorry for the impact it has had.

As promised, we have done everything possible to expedite the collection, repair and return of functioning terminals to customers and would like to provide an update on progress as it stands this morning.

We can now confirm that 85% of our merchants have all their terminals functioning again which has increased from 70% from our update last Wednesday. While we are pleased to have resolved this issue for many customers, we are acutely aware that 15% of our customers are still impacted in some way. These customers, especially those who are without a functioning terminal (9%), remain the focus of our recovery effort. We expect the incident to be resolved by the end of this week and we will continue to do everything we can to expedite this timeframe.

We understand that our impacted customers are very keen to hear about how we will make amends for the disruption. Once the issue has been resolved, we will turn our attention to this, and we will genuinely consider all options.

We also wanted to address some media coverage you may have seen about a report issued last Friday regarding Tyro. Please know that we have responded to the false claims made and at no point has this distracted us from our priority of getting our impacted customers back up and running.

Again, we can’t apologise enough and will continue to work around the clock until this issue is resolved.

Please continue to send any questions to us at cs@tyro.com and visit this page for updates.


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Tyro sincerely apologises for the disruption this issue has caused businesses. In their 18-year history they have never experienced anything like this, and they are deeply sorry for the impact it has had.

As promised, Tyro has done everything possible to expedite the collection, repair and return of functioning terminals to customers and would like to provide an update on progress as it stands this morning.

They can now confirm that 85% of their merchants have all their terminals functioning again which has increased from 70% from their update last Wednesday. While they are pleased to have resolved this issue for many customers, they are acutely aware that 15% of their customers are still impacted in some way. These customers, especially those who are without a functioning terminal (9%), remain the focus of their recovery effort. Tyro expects the incident to be resolved by the end of this week and they will continue to do everything they can to expedite this timeframe.

Tyro understands that their impacted customers are very keen to hear about how they will make amends for the disruption. Once the issue has been resolved, they will turn their attention to this, and they will genuinely consider all options. Tyro will also be talking about the steps they have taken to ensure this doesn’t happen again.

They also wanted to address some media coverage you may have seen about a report issued last Friday regarding Tyro. Please know that they have responded to the false claims made and at no point has this distracted them from their priority of getting impacted customers back up and running.

Tyro apologies and will continue to work around the clock until this issue is resolved.

Please continue to send any questions to them cs@tyro.com and visit status.tyro.com for updates.

Good evening. We’ve made further progress today and will be sharing a more detailed update on the status of our recovery plan in the morning.

Please feel free to use the following template if required:
Tyro has made further progress today and will be sharing a more detailed update on the status of their recovery plan in the morning. Please continue to send any questions to cs@tyro.com and visit status.tyro.com for updates.

Good afternoon. We are making strong progress in returning functioning terminals to many of our customers and remain completely focused on our recovery plan to have all impacted customers back up and running as soon as possible.

Please feel free to use the following template if required:
Good afternoon. Tyro is making strong progress in returning functioning terminals to many of their customers and remain completely focused on their recovery plan to have all impacted customers back up and running as soon as possible. Tyro we will share a further update on progress tomorrow. Please continue to visit status.tyro.com or send any questions or queries to cs@tyro.com

Good evening. We remain completely focused on getting all impacted customers back up and running as quickly as possible.

Please feel free to use the following template if required:
Tyro remain completely focused on getting all impacted customers back up and running as quickly as possible. They thank all customers for helping them expedite the collection of terminals and will continue working 24/7 until they have completely resolved this issue. They will continue to post updates at status.tyro.com

Good evening. Our sincere apologies for the disruption being experienced. We continue working 24/7 to get our impacted customers back online by rapidly collecting, repairing and returning terminals and exploring possible ways to expedite timeframes.

Please feel free to use this template if required:
Good evening. Tyro sincerely apologises for the disruption being experienced. They continue working 24/7 to get their impacted customers back online by rapidly collecting, repairing and returning terminals and exploring possible ways to expedite timeframes. Please continue to visit status.tyro.com for updates or contact them on cs@tyro.com.

Good evening. Our sincere apologies for the disruption being caused. Please know we are working around the clock to get you a functioning terminal.

Further to our update yesterday about the logistics of collecting and returning locked terminals, we are now providing an additional return option to help expedite the resolution process

Please feel free to use this template if required:
Tyro continues to provide their sincere apologies for the disruption being caused. Please know they are working around the clock to get you a functioning terminal.

Further to their update yesterday about the logistics of collecting and returning locked terminals, they are now providing an additional return option to help expedite the resolution process. While their third-party partner, Amtek, will continue to collect terminals around the country as quickly as possible, they will also provide the option for you to send your locked terminals in immediately via Australia Post Express Post. Tyro will refund the cost of the parcel box and postage for any merchants who choose this option.

Please refer to the customer email they sent earlier this evening for detailed instructions or contact us on cs@tyro.com

Good evening. Firstly, we apologise again for the disruption being caused. We continue to work around the clock to bring your locked terminals back into operation.

Earlier today we emailed further information about our recovery solution to our impacted customers. Please find following an overview of the important information contained in that email.

Process: We have engaged a third-party partner to collect all locked terminals around the country and bring them back to our facilities as quickly as possible. This collection process started on Friday and we have a team working non-stop to fix your terminal and then organise its return to you.

Turnaround time: We expect the turnaround time, from when your terminal is collected to being returned, will range between two and four days (with this timeframe being location dependent). We will do all we can to expedite this timeframe noting it includes delivery and return time and also accounts for the volume of terminals being repaired.

What you can do to prepare for the collection of your locked terminal (if it hasn’t already been collected): We ask that you please check that your trading address details are correct. You will need to refer to the email we sent earlier to do this. If you have not received this email please contact us on cs@tyro.com.

Locate your locked terminals: Our email outlined the serial numbers for the locked terminals that will be collected. If possible, please have all locked terminals unplugged and ready for collection at your trading address. Only the terminal needs to be returned; please keep all Ethernet and power cables.

What to expect from your terminal pick-up visit: Upon arrival, a representative from our third-party partner will be able to show you ID and, if requested, a letter of authorisation from Tyro. Our partner will endeavour to notify you in advance to confirm your pick-up date and time, but in the interest of time, please note this may not always be possible. If your terminal has already been collected, there’s nothing more you need to do.

Updates on collection and delivery times: With regard to the collection of your locked terminal, our third party partner will endeavour to notify you in advance to confirm your pick-up date and time, but in the interest of time, this may not always be possible. In terms of its return, we will send you an email when it’s back on its way to you via courier. Once your terminal arrives, it’s ready to be used straight away - all existing details including passwords will still be the same and will have remained secure throughout the process.

Again, our sincerest apologies for the impact this issue is having on you and your business. We will continue to provide daily updates at status.tyro.com and you can email us at cs@tyro.com.

Good evening. Please find following some further information on our resolution plan. Again, we apologise for the impact this is having - please know we continue to work around the clock to get non-functioning terminals operating again.

Please feel free to use this template if required:
Tyro's recovery activities have been initiated and they are confident the plan they have in train is the fastest possible solution available to bring all impacted terminals back to an operatable state.

Since yesterday they have had technicians on the ground, around the country, starting to collect locked terminals. These terminals are being rapidly returned to their facilities and this collection process will continue over the weekend and next week. They also have a team working 24/7 to fix the terminals which will then be returned to you in the fastest way possible.

They expect the turnaround time, from terminal collection to return, will range between two and four days with this time frame being based on location dependent. They will be in touch with you via email tomorrow with further information and will provide regular updates on progress and status on status.tyro.com. You can also contact Tyro on cs@tyro.com.

Good evening. Firstly, we apologise again for the disruption this issue is causing impacted customers. We remain focused on finding a solution and would like to share an update on progress made today. We can confirm that the root cause is a configuration issue which has locked some of our terminals. Unfortunately, this issue cannot be resolved simply with a software update performed remotely. We have however developed a multi-pronged approach to resolve this issue for our impacted customers and expect to be in a position to share a more detailed timeline tomorrow.

Please feel free to use the following template if required:
Our partner Tyro apologises for the disruption this issue is causing their impacted customers. Tyro remains focused on finding a solution and would like to share an update on progress made today. They can confirm that the root cause is a configuration issue which has locked some of their terminals. Unfortunately, this issue cannot be resolved simply with a software update performed remotely. They have however developed a multi-pronged approach to resolve this issue for their impacted customers and expect to be in a position to share a more detailed timeline tomorrow.

Their solution includes a combination of:
• collecting impacted terminals that will be fixed and redeployed;
• sending technicians out to customers to perform a quick manual update; and
• sourcing new terminals which should arrive imminently

The Tyro team continues to work around the clock to restore connectivity as soon as possible for their impacted customers. Further information will follow tomorrow. Please continue to monitor status.tyro.com and you can contact them directly at cs@tyro.com

The root cause of our terminal connectivity issue has been identified and we expect to be able to resolve it over the coming days. A further update on this timeframe and resolution plan will be provided later today. We know this issue is hurting our impacted customers and we are incredibly sorry for this disruption. Our priority is to get our impacted terminals functioning again, but we have also investigated all alternative options to try to help sooner.

We have started collecting some impacted terminals that will be fixed and returned to customers as we await the imminent delivery of new terminals. While we are currently focused on resolving the issue, once it is, we will be proactive in communicating with customers about how we can provide support.

Please feel free to use the following template if required:
Our partner Tyro has advised the root cause of the terminal connectivity issue has been identified and they expect to be able to resolve it over the coming days. A further update on this timeframe and resolution plan will be provided later today. Tyro are incredibly sorry for this disruption. Their priority is to get the impacted terminals functioning again, but also investigate all alternative options to try to help sooner.

They have started collecting some impacted terminals that will be fixed and returned to customers as we await the imminent delivery of new terminals. While Tyro are currently focused on resolving the issue, once it is, they will be proactive in communicating with customers about how they can provide support.

We really appreciate your patience as we continue to make progress on resolving the connectivity issue impacting some customers.

Please feel free to use the following template if required:
Later this evening, our partner Tyro will be providing further information to impacted customers. We appreciate your patience as we continue to make progress on resolving the connectivity issue impacting some customers.

We wanted to provide another quick update to let you know that unfortunately, our terminal connectivity issue is unresolved. Our teams have not and will not stop working on this until a resolution is found. For impacted customers, we are finalising options available to help getting you back transacting as soon as possible. We are truly sorry for the disruption and impact this has caused.

Please feel free to use the following template if required:
Our partner Tyro has not and will not stop working on this until a resolution is found. For impacted customers, they are finalising options available to help getting customers back transacting as soon as possible. Tyro are truly sorry for the disruption and impact this has been causing you, your staff and customers.

Our team have continued to work through the night and are well advanced in identifying what’s caused the connectivity issue. Unfortunately, the issue remains unresolved and impacted terminals have not returned to normal functionality. We are doing all things possible to restore impacted terminals to normal functionality and exploring alternative options available to assist our customers impacted in the interim.
Regular status updates will be provided at status.tyro.com and we will contact impacted customers with further information throughout the day.

Please feel free to use the following template if required:
Our partner Tyro has continued to work through the night and are well advanced in identifying what’s caused the connectivity issue. Unfortunately, the issue remains unresolved and impacted terminals have not returned to normal functionality. They are doing all things possible to restore impacted terminals to normal functionality and exploring alternative options available to assist customers impacted in the interim. Status.tyro.com will continue to be updated throughout the day.

Unfortunately we are continuing to experience connectivity issues. Our teams continue to urgently work to resolve this issue.

Please feel free to use the following template if required:
Our partner Tyro is continuing to focus on resolving this connectivity issue as soon as possible. The Tyro team continue to urgently work to resolve this issue.

We are still working urgently to resolve the connectivity issues some customers are experiencing which is impacting their ability to process transactions. We apologise for this inconvenience caused.

Please feel free to use this template if required:
Our partner Tyro continues to work urgently to resolve the connectivity issues some customers are experiencing which is impacting the ability to process transactions. Tyro apologies for any inconvenience caused and updates will continue to be provided at status.tyro.com

We continue to experience connectivity issues which is resulting in some customers’ ability to process transactions. We are urgently working to resolve this issue and updates will continue to be posted to status.com.com. We sincerely apologise for any inconvenience caused.

Please feel free to use this template if required:
Our partner Tyro is continuing to experience connectivity issues which are impacting some customers’ ability to connect to the Tyro EFTPOS machine. Tyro is urgently working to resolve this issue and sincerely apologise for any inconvenience caused to customers.

We continue to experience connectivity issues which is resulting in some customers being unable to process transactions through their EFTPOS machine. We are working to urgently resolve this issue and apologise to everyone who is being inconvenienced. Updates will continue to be provided on status.tyro.com

Please feel free to use this template if required:
Tyro continues to experience connectivity issues on Wednesday morning which is resulting in some customers being unable to process transactions through their EFTPOS machine. Tyro is continuing to work urgently on this issue and apologise to everyone who is being inconvenienced. Updates will continue to be provided on status.tyro.com

We are currently experiencing issues impacting some customers’ EFTPOS machine connectivity and their ability to process transactions. Our teams are working to resolve this issue and will provide further updates as they become available. We’re sorry for any inconvenience being experienced.

Please feel free to use the following templates if required:
Our partner Tyro is currently experiencing issues which may affect your EFTPOS machine connectivity and ability to process transactions.
Further updates will be provided when available - please refer to their status page at status.tyro.com