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Tyro HealthPoint troubleshooting

Where to find further detail on error codes and more for Tyro HealthPoint

Adriano avatar
Written by Adriano
Updated over a week ago

Error codes when claiming

"Provider Unknown"

If you're moving from another merchant facility, you might experience a "Provider unknown“ type response codes on some claims within the first few weeks. This is because some health funds will manually change over your claiming to HealthPoint. Tyro and HealthPoint monitor most provider unknown errors and proactively contact the health funds to ensure that your details are updated as quickly as possible.

Other error codes

Response codes can be different from other merchant facilities. Detail descriptions relating to all Tyro HealthPoint response and error codes can be found on the Tyro website, here.

If you’re experiencing any difficulties, a useful first step is to reboot the terminal as this updates healthpoint information on the terminal.

Error codes when onboarding via Tyro Health Online

"Provider set exists"

This error occurs when you've added existing providers from a location then use the 'back' function on your browser. To fix this:

  1. Navigate to the HealthPoint settings.

  2. Remove the pending provider sets you were trying to add.

  3. Restart the onboarding or 'add a provider' process.

In the case where no error, but there are duplicate pending provider sets, after the application is approved there is still a pending provider set remaining.

Uploading provider letters when onboarding via Tyro Health Online

For each provider number that'll be enabled for Tyro HealthPoint, please attach a copy of each provider’s confirmation showing that they're registered to practice out of the relevant location as detailed in the table below.


Documentation required

  • Audiologists

  • Chiropractors

  • Dentists

  • Dental Hygienists*

  • Dental Prosthetists

  • Dental Specialists

  • Dental Therapists*

  • Dietitians

  • Exercise Physiologists

  • Occupational Therapists

  • Optometrists

  • Optical Dispensers

  • Oral Health Therapists*

  • Osteopaths

  • Physiotherapists

  • Podiatrists

  • Psychologists

  • Speech Pathologists

A Medicare Australia Provider Letter for the Registered Address of the Practice; or a printout of the HPOS Medicare Registration Status for the Registered Address of the Practice with the date/time stamp of access visible.

* Please provide the Medicare Provider Letter / HPOS Printout that shows your Medicare Provider number you use for private billing.

  • General Practitioners

  • Nurse Practitioners

Not required.

  • Acupuncturists

  • Counsellors

  • Myotherapists

  • Remedial Massage Therapists

A Medibank Private Provider Letter for the registered address of the practice and a current Certificate of Registration from each provider’s professional association.

Connecting to your practice management software

Capitalised provider numbers

It is important that the characters within provider numbers are always capitalised when entering into your PMS.

HealthPoint ID

Some PMS may require your HealthPoint ID (e.g. TYR0000) - you can contact Tyro’s customer support team on 1300 966 639 to get this.

Depending on the error or response code, it might be faster to reach out to either Tyro or Tyro Health Online Support in certain situations. If you have any questions, click on the pink chat bubble on our website or email our Customer Support team.

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