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ANZ Guide Initial troubleshooting Steps

Initial troubleshooting Steps

  • Check the terminal has the expected IP address and TID by selecting  “Clear”
    • If incorrect configure terminal
  • Check the terminal can connect to backend using test connection process
    • If not check terminal configuration.
  • Check the POS/ECR IP is on the same network and  PING terminal from POS
    • If incorrect check POS/ECR configuration
    • If the POS vendor support a LINKLY interface, then try configure the POS/ECR to use this interface. If you manage to get a connection then the terminal has been configured for TIM Server (Linkly) rather than TIM API direct integration. The merchant or POS Vendor can resolve this issue by:
  1. Merchants should call ANZWL support on 1800 039 025 and make sure TIM SERVER and/or Slave Applications have NOT been assigned to this terminal.

or

  1. POS Vendor should email Merchant Product Support on merchps@worldline.anz.com providing the details of the issue which should include .
        • Description of the issue
        • Merchant Details, including Terminal ID  which can be found using “Clear”
        • Date and Time of issue
  • If The POS Vendor encounters an implementation issue which was not identified as part of your development and validation please email the following to pos.integrations.australia@worldline.com
    • Description of the issue
    • Merchant Details, including the Terminal ID  which can be found using  “Clear”
    • Date and Time of issue
    • TIM API log which for the duration of the issue
    • POS log if available
    • Any additional information such as a video showing the issue
  • If the POS Vendor what’s to validate or add additional TIM API features please contact pos.integrations.australia@worldline.com
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