How long after placing my order will I receive my terminal?
We will get you up and running as quickly as possible however we ask that you allow up to 10 working days from the time the order is placed with all the information (including merchant number) for delivery of your payment terminal.

Do I need to inform my bank that I am ordering a terminal?
No, we will contact the bank for you and arrange for the terminal to be logged on against your merchant number.

How is the terminal delivered?
Our card machines are simple and ready to use straight out of the box they will be delivered to you by a courier. Our customer support department will be able assist you if you require any set up advice. We have engineers available to install your terminals if you would prefer, just speak to our sales team for more information and pricing.

Can I purchase or rent a terminal?
Either, you can either purchase the terminal outright or you can lease the machine. We offer a lease over 36 months, although shorter lease periods are available, just contact one of our sales team for more information.

Do you offer short term rental options?
We work with partners who are able to offer short term rentals for periods as short as 3 days. Please contact us and we will be happy to refer you to one of these partners.

What do I do if I have a problem with my terminal?
If you have a technical problem with your terminal we have a dedicated customer support centre ready to assist you.*

What are the benefits of taking out the Premium Support Contract?
With our premium support service you have peace of mind that if you have any problems or queries regarding your terminal our dedicated customer support team will be ready to assist you. The opening hours are as follows:

Monday – Saturday 8am - 11pm
Sunday - 9am – 5pm
Bank Holidays - 10am - 4pm

If your issue is unable to be resolved remotely your unit will be replaced the next business day** with the faulty unit collected at the same time.

How do I get more paper rolls?
You can order printer rolls directly from us by calling our sales team on 0845 66 12345 or click here to send an enquiry.

What are the advantages of taking payment by credit and debit cards?
Understanding consumer behavior is key as the majority of customers now expect to be able to pay for goods and services by credit or debit card.
Accepting card payment will open up many new sales opportunities including mail order and impulse buying when a customer may not have cash available to make and immediate purchase.
The security risks involved when taking payment by other methods such as cash and cheque can be eliminated with Chip and PIN, giving you peace of mind and the ability to maximize revenue.

How Can I take payment by cards?
You will need to set up a merchant services account with a bank. Our terminals are accredited with all UK banks. They will provide you with a merchant number which we would set up against your terminal. You will also need to have a current account for the acquiring bank (the bank that processes your transactions) to transfer the payments into.

Which Networks are available for the mobile Chip and PIN terminals?
With our GPRS terminals we give you the choice of mobile networks. You can select either VodaFone or O2  as your network provider. We use O2 as the option in the Republic of Ireland.

Do I have to set up a contract with the network provider separately?
No, the relationship between the network provider and the terminal is with Thyron, you will not have any contact with Vodafone or O2, your terminal will be supplied to you with the SIM card installed.

How do I remove and replace my battery?
Removing = Where you would insert a customers card at the bottom of the unit, directly underneath this there is a indentation on the black plastic. If you press this in and gently pull the battery backwards it should pop off.
Replacing = This is the reverse of removing the battery, make sure you hear the battery click back into place.

How do I change the paper roll?
At the top of the machine (where the paper comes out) there is a lever. Lift up this lever to release the printer lid from the machine. Once the lid has been released lift it open and the paper roll should now be clearly visible. Remove the paper roll from the machine and fit the new one. Close the lid down over the paper, once fully closed you should hear a click.

My machine is displaying a message “TMS call is recommended”?
This message means that the terminal may need an update and will be displayed every 90 days. When this is screen is evident press the YES key to Call TMS. The terminal will initialize itself onto the network and bring up a menu of 4 or 5 options. Highlight option1 and press the YES key. The terminal will then dial into our update server and pull back any information available. Once the terminal has finished the update it should display “TMS call complete press any key to shut down”. Once the screen goes blank just power the unit back on normally.

My terminal keeps failing to join the GPRS network?
This could be down to signal in your immediate area and you may want to try the machine in a different location. However if you have had signal in this area before try switching the machine off and back on to refresh the modem. If this still does not work please get in contact with our support centre.*

My terminal keeps failing to join the WIFI network?
This could be down to your internet connection. Make sure by using a PC that you can get onto the web and search for something obscure that you wouldn’t have ever searched for before. If you do not get a response from the internet please contact your ISP (internet service provider). If you can search the internet with no problems try re booting the machine to refresh the network card. If this does not work please contact our support centre.*

My terminal is displaying lots of random R numbers on the screen?
This means that the machine has sensitive data stored on it that needs to be cleared. The easiest way to clear the information is to remove the battery and leave this off the machine for around 3 mins. Replace the battery and re power on the machine and you should find that the error disappears. If it doesn’t then please contact our support centre.*

My terminal is not authorizing any transactions?
This is normally caused by the terminal not being attached to the network properly. Please re boot your machine and re try the transaction. If this does not work please call our support centre.*

My terminal is voiding all transaction?
This is normally caused by something called a Bad Mac Key. A Bad Mac Key is caused by the password that is held within the terminal and the bank going out of sync. To get this reset please call our support centre.*

My terminal is displaying Security Alert / Penetration Detected?
When this message is displayed unfortunately there is nothing we can to remotely resolve the problem for you. The machine will need to be replaced. Please contact our support centre to arrange a replacement.*

How can I find my serial number?
Your serial number can be found on the under side of the terminal underneath the battery. It will be a number that starts 200xxxxx.

My terminals battery is low, how can I charge my battery?
Your terminal will have been supplied with a power charger in the box. Take this out of the box and plug into the wall and switch on. Plug the other end into the battery on the terminal. The jack point is located on the right hand side of the terminal (when the battery is attached).

* providing you have either a standard or premium support contract 

** subject to terms and conditions, calls logged after 2pm will be replaced next business day +1