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How often should my journal tape be printed out?
Preferably each time that there is a cash load/replenishment.
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What does a “Host totals not received” message mean when my day close was done?
For the most part, a “Host totals not received” is nothing to worry about. This is a communications problem and you can ascertain the correct totals for that particular day by calling our Customer Service Center at 1-888-767-0289.
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What is the difference between the host total and the terminal total?
The host total represents what will settle back to your bank account (the total the processor actually charged cardholders); the host total does not include the surcharge fees collected. The terminal total represents what was dispensed from the machine (the total that cardholders actually received.) If these totals do not match, please contact our Customer Service Center at 1-888-767-0289.
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When will my day-close amount settle back to my bank account?
Deposits will generally settle back the next business day. However, when a holiday falls in the middle of the week, there will be a delay in the posting. Should you find delays in your settlement posting, please contact your bank’s ACH department and verify when they post ACH credits.
Closes should credit to your account on the following schedule:
Monday will settle on Tuesday; Tuesday on Wednesday; Wednesday on Thursday; Thursday on Friday; Friday on Monday; Saturday on Monday, Sunday on Monday.
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Why are there negative numbers when doing my cassette close?
A cassette close brings the totals in the cassette to zero. Therefore a function called Enter Qty in Cassette must be done. Take what is remaining in the cassette plus what you are adding and enter that number as your starting point of bills. If the Enter Qty in Cassette is not completed after a cassette close, the machine believes that it has no money and resets the starting amount of bills to zero.
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What should be done if there is a debit to my ATM account?
As soon as you see the debit on your account, call our Customer Service Center at 1-888-767-0289. Please provide the date the debit hit your account as well as the description and the dollar amount. The representative will research the debit and give you the reason for the debit. Most often the debit is for a charge back.
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What is a charge back?
A charge back occurs when a customer files an EFT dispute with the issuer of the card concerning a dispensing error during a transaction performed at your terminal. The processor will notify you of the charge back, initiate a trace request and will give you a specific amount of time to respond to that particular item. Should you fail to respond, the debit will stand. However, if the cardholder has filed a dispute and the journal tape at your machine shows that in fact the cardholder did receive funds, the debited amount of money will then be refunded back to your account.
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Why do you need my ATM phone number?
First Access 2 Cash monitors your machine and notifies you of error codes by dialing into your ATM’s phone number. The ATM will also call us and let us know that it is having a problem.
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What types of changes should First Access 2 Cash be notified of?
Please notify us of any of the following changes:
- Deposit account change
- Surcharge change
- Address change (mailing or location)
- DBA name change
- Ownership change
- Contact phone number change
- Location contact change
- Equipment move
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How do we handle customer problems with transactions?
During the course of daily operations, your customers may experience an occasional transaction difficulty. In most cases, these difficulties are not with the ATM itself, but rather with the customers’ card or account. At any time, our Customer Service Center is available to help you with any problems.
If your customer receives one of the following message:
- Personal identification number entered is to correct/invalid PIN number
- Unauthorized usage
- Your card is not valid
- Temporarily unable to process
The card may be refusing to “read”. Wiping the card with a soft cloth or tissue may clear it. However, the magnetic strip on the back is sensitive and can become deactivated through proximity with other cards or other magnetic-reading equipment. If the above message is repeated, refer the customer to the card-issuing institution.
If your customer receives one of the following messages, refer them to the card-issuing institution.
- You have selected an invalid transaction or account
- That transaction is not available from this terminal
- Sorry, you are restricted from using this ATM
- Your maximum daily withdrawal limit has been reached
- Bank unavailable
If a cash-dispensing error occurs, the customer receives too little cash or too much, the ATM network rules and regulations require that such errors be acted upon as quickly as possible. Have the customer contact our Customer Service Center at 1-888-767-0289. Please note that such an error should not affect your ATM journal balance.
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What do we tell the customer who uses our ATM and doesn’t receive any money but thinks they got charged?
This is an error caused by the quality of the connection and has nothing to do with the reliability of your ATM. Because of this, the customer should try the transaction again in a few moments. Please do not give the customer money out of your cash register as this may complicate matters in resolving the transaction error. Most often there is a hold on the money and the charge is reversed in 72-96 hours. If the error is not resolved with a second try, instruct the cardholder to call our Customer Service Center for assistance at 1-888-767-0289
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