Virtual Terminal (legacy)

Login to the (legacy) Virtual Terminal

Login to the (legacy) Virtual Terminal. Don’t forget to bookmark this page, so you can find it easily in future.

To log in for the first time, use the login credentials sent to you by email. You will be prompted to create a permanent password during your first login.

Look for an email titled “Welcome to the World of Online Payments”, which includes:

• “Storename” (usually a number starting with 72xxxxxxxx)
• “Username” (usually the same as your “Storename”)
• “Password”

If you haven't joined Tyl yet and you’re using our test account, use the test credentials we emailed you. See more about test accounts.

To reset your password, select “Forgot your password” on the login page. You’ll receive an email with all the next steps to reset your password. If you’re still having issues logging in, please try clearing cache and cookies in your browser, or try using a different internet browser.

Customise your (legacy) Virtual Terminal

Fit the (legacy) Virtual Terminal to your business

Head to “Administration” tab in the (legacy)Virtual Terminal to set up email notifications, manage input fields to speed up payments or update the look and feel of your payment page to fit your business theme. You can discover more customisation options and all the guidance in the (legacy) Virtual Terminal user guide.

 To give other members of your team access:

• Go to Administration > Add / remove / modify user
• Create or update user permissions as required
• This allows your team to take payments and manage transactions securely. More details are available in the user guide.

Explore the (legacy) Virtual Terminal and start taking payments

Once your setup is complete, you can begin taking payments.

If you’d like to familiarise yourself with the process, you can test the (legacy) Virtual Terminal by making a low‑value transaction (for example, £0.01 or £1) using your own card.

Step 1: Enter order details

• Enter a unique order number
• The unique order number will help you locate the order later if you need to review it, refund it or reissue a receipt. If you don’t enter one, we’ll generate one for you.
• You can also enter a purchase order number if required.
• Note: Optional fields such as this can be removed from appearing in your (legacy) Virtual Terminal pages page via the Administration menu.

• Enter the order amount

• Enter the total amount of the order, or you can enter the subtotal plus and applicable shipping costs and VAT and we’ll do the maths for you.
   

Mail order and telephone order payments are classed as non-secure. Your business will be liable for any disputes or chargebacks if these payments are found to be fraudulent. If you’re taking large payments or payments for valuables, consider sending a secure payment link instead to your customers.
 

Step 2: Select transaction details

• Select the transaction origin:
  • This will be ‘Mail order’ or ‘Telephone order’ depending on how your customer placed the order.
• Select the transaction type as ‘Sale’, when you confirm the transaction, this will debit the customer’s card immediately.

Step 3: Enter the card details

• Select the card type.
• Enter the Primary Account Number “PAN” (the long card number) and enter it directly into the (legacy) Virtual Terminal, never write it down.
• Enter the expiry date on their card. This must be entered as MM/YY - for example, November 2029 would be entered as “11/29”
• Enter the security code on their card. This is the last 3 digits of the number of the back of the card, usually found on the signature strip.

Step 4: Enter customer information

• The customer ID is a unique identification number you can choose (optional), if you have a customer that buys from your frequently this can help locate payments quickly.
• Enter the customer’s name and billing address information.
• Include your customer’s email address if you wish to send email confirmation of the order (these can be turned on/off via the Administration menu).
   

If you're taking payments and shipping goods, best practice is to check the response from the card issuer to ensure the address details provided match what is on record for the card. AVS responses can be found on page 32 on the (legacy) Virtual Terminal user guide.

Step 5: Enter delivery details (if applicable)

If goods are being shipped, enter the delivery address details. Otherwise, skip this step.

Step 6: Leave a note for your staff or customer

Use the comments box to add any extra details you need for the customer or for your staff. Whatever you include here will be visible on your customer email confirmation if you sent one.

Step 7: Review and submit

• Review all details carefully.
• Select Back to make changes or Submit to process the payment.

Step 8: Transaction result

• The transaction status will show whether the payment was approved or declined.
• You can select Print Receipt to generate a printed copy of the receipt, for example to include with shipped goods.

Pre-authorising a payment on your customer’s card

A pre‑authorisation reserves funds on the customer’s card but does not complete the transaction until you submit a completion (capture).

Pre‑authorising a payment

A pre‑authorisation reserves funds on the customer’s card but does not complete the transaction until you submit a completion (capture).

Create a pre‑authorisation

Follow the standard payment steps, but select Authorise Only as the transaction type instead of Sale.
This is useful when you want to confirm availability of goods or services before completing the payment.

Completing (Capturing) a pre-authorisation

1. Find the pre-authorisation you wish to complete (Capture)
   1. If you know the customer’s order number, click ‘Completion’ on the right-hand side of the (legacy) Virtual Terminal homepage.
   2. If you don’t know the customer’s order number, you can also find an order to complete under the ‘Reports’ tab > ‘Transactions’ > and by using available filters to search for the transaction.
       
2. Confirm the amount to debit form the card
   1. Review the amount you wish to debit, you can amend the authorise amount to a lower value if you need to. You can complete up to a 100% of the original authorised amount.
   2. Click ‘Submit’ once you’re happy to proceed

 Void a pre‑authorisation
If you do not wish to complete the payment:

1. Find the authorisation you wish to void
   1. If you know the customer’s order number, click ‘Completion’ on the right-hand side of the (legacy) Virtual Terminal homepage.
   2. If you don’t know the customer’s order number, you can also find an order to complete under the ‘Reports’ tab > ‘Transactions’ > and by using available filters to search for the transaction.
       
2. Click the ‘Order # (number)’ to retrieve the transaction.
   1. Select ‘Void’ to immediately void the transaction
   2. Select ‘Void' on the left-hand side to void the transaction straight away.
   3. If you don’t complete/capture or void an authorise only payment, the authorised amount will automatically be released back to the customers available funds after the time limit set by the card scheme (e.g. Mastercard, Visa, American Express or Discover® Global Network).

We’ve created a detailed (legacy) Virtual terminal user guide (PDF) to help explain exactly what you can do in the (legacy) Virtual Terminal.

Issuing refunds for online payments

These steps apply to payments taken through the Virtual Terminal, Pay by Link, or hosted payment pages.

Refund a specific transaction

• Find the transaction you wish to refund
  • If you know the order number, select ‘Return’ on the (legacy) Virtual Terminal homepage. Enter the order number and the transaction page will open.
  • If you don’t know he order number, head to ‘Reports’ > ‘Transactions’ > and filter as appropriate to locate the transaction you want to refund. Open the transaction page by clicking on the order number.
     
• Confirm the amount to refund
  Refund the full amount or you can edit the value to be refunded to a lower amount. You can refund up to 100% of the authorised amount. 
   
• Complete the refund
  Press ‘Continue', review and ‘Submit’ the transaction. The transaction results page will say ‘Approved’ if the refund has successfully been processed.

Run reports and view your transactions and orders

The “Transactions and Reports” tab in your (legacy) Virtual Terminal will show you all the transactions you’ve taken through the virtual terminal, hosted payments pages ( directly or via a shopping cart) and pay by link. PayPal transactions taken through these channels will also be displayed here (please note PayPal transactions will not be displayed in the portal). 

You can also see your trading data in the Tyl By NatWest customer portal alongside trading data for any other services or card machines you might have, this is updated hourly You can find more helpful advice in our transactions and reporting article.

Watch our handy video guide to walk through how to view transactions and run reports for online payments:

Order reports

Order reports on (legacy) Virtual Terminal allow you to:

• View shipped and unshipped orders
• View approved-only or total orders
• Mark an order as shipped

To run an order report:

1. Select ‘Reports’ tab from the virtual terminal homepage
2. Then select ‘Orders’
3. Select the required filters for the orders you want to see and ‘Submit query’
4. The ‘Orders received’ page will display a list of orders based on your filter criteria. View any of the orders by clicking the ‘Order #’.

Transaction reports

Transaction reports on (legacy) Virtual Terminal allow you to:

• View a complete list of approved, declined or all transactions for a custom period
• View the output of the 3D secure report. The ‘PayerAuth’ column shows the response of the cardholder authentication, a full breakdown of responses can be found in the (legacy) Virtual Terminal user guide.

The Transaction Summary report will allow you to:

• View the total amount of amount transactions of a specific transaction type e.g. Sale, Refund, Authorisation only, etc
• View the total amount of transactions for a specific card type e.g. Visa, Mastercard, Amex, Discover® Global Network etc

To run a transaction report:

1. Select ‘Reports’ tab from the virtual terminal homepage
2. Then select ‘Transactions'
3. Select the required filters for the transactions you want to see and ‘Submit query’
4. The ‘Transactions processed’ page will display a list of transactions based on your filter criteria. View any of the transactions by clicking the ‘Order#’.
5. If you want to view the output of the 3D Secure verification check, the ‘PayerAuth’ column shows the result, you can find a full breakdown of the results in the (legacy) Virtual Terminal User Guide
6. If you want to see if a transaction was approved or not, the ‘Approval’ column will show the approval code, if it’s been declined you’ll see that here as well. For a declined transaction the approval code will always start with ‘N:’

To run a transaction summary report:

1. Select ‘Reports’ tab from the virtual terminal homepage
2. Then select ‘Transactions summary'
3. Select the required filters for the transactions you want to see and ‘Submit query’

3D secure reports

The 3D secure report will show all transactions processed through Pay by Link and through your website if you use our Hosted Payment pages. The 3DS data column shows you the response from the 3D secure verification, ‘Authenticated’ means it has been successfully verified.

To run a 3D Secure report:

1. Select ‘Reports’ tab from the virtual terminal homepage
2. Then select ‘3-D Secure'
3. Select the required filters for the transactions you want to see and ‘Submit query’
4. The report will show all transactions process through Pay by Link and through your website if you sue our integrated payments pages or compatible plug-ins
5. The ‘3DS Data’ column shows you the response from the 3D Secure verification, ‘Authenticated’ means it has been successfully verified

3D secure helps protect your business in the event a payment is made fraudulently. When using pay by link or our integrated payment pages, the card holder is redirected to their bank’s authentication page automatically.

I've forgotten my Virtual Terminal username and/or password

If you've forgotten your password for your Virtual Terminal, don't worry - it's easy to reset it. Just click on the 'Forgotten password' link on the Virtual Terminal login page and you'll have a new password in no time.

If you've forgotten your username, give us a ring on 0345 901 0001 and we'll be able to help.