Whom Do I Contact When I Have a Problem with My Machine?

If the terminal has ITM capabilities, email _Express Channel with a detailed description of the issue. 

If the terminal is only an ATM, submit a Landport ticket, choosing the specific ATM from the equipment list. 

Whom Do I Contact if Brinks, Loomis, or NCR Badges Do Not Work?

Email _ATMSATMNotifications.

The Stickers/Placards on an ATM/ITM are Chipping/Lifting/Sun-damaged

Email _ATMSATMNotifications with details on which sticker/placard needs to be replaced.

What if I See an Issue with Another Office's Machine?

1. If you are in the Client Service Center, submit a Landport ticket. 
2. If it is an ATM or you are not sure, email _ATMSATMNotifications.
3. If it is an ITM, email _Express Channel.

The Receipt Total is Different than what Brinks/Loomis Gave Me

See ATM-Acceptor Processing.

When Making a Withdrawal, the ATM Displays: Transaction Unavailable at This Time

Email _ATMSATMNotifications with transaction/client details. Include all of the following:

• Terminal #
• Client name
• Last 4 numbers of the debit card
• Account #
• Error message client is receiving
• Date and time of transaction
• Transaction type attempted
• Amount of transaction

What Urgency Should I Choose for my Landport Ticket?

See Troubleshooting ATMs and ITMs (SATM Outage, Damage, or Errors tab). Landport Management System (Urgency tab).

How Much Money is in the ATM/ITM?

This is set per machine/location/usage and is different for each terminal.

What Denominations are in my Machine?

If your machine has ITM capabilities, it has the following:

• $0.01 (coin)
• $0.05 (coin)
• $0.25 (coin)
• $1
• $5
• $20 
• $100

If your machine is an ATM only, it has $20s.

What is the Surcharge for Non-client ATM Withdrawals?

Do Non-clients get Surcharges when Checking their Balances?

No, they do not. 

Can Non-clients Cash Checks at ITMs?

Yes. ITMs have fingerprint pads, and a virtual banker can assist the clients in using one. The usual check cashing fees apply.

Do I Have to Be Present for a Tech to Service My ATM?

No, you do not. NCR technicians have badges that allow them access to the office 24-7.

When is My ATM/ITM Serviced?

Each ATM/ITM is serviced according to its own schedule. 

For ATM schedules, email _ATMSATMNotifications. 

For ITMs schedules, email _Express Channel.

When Are ATM Deposits Processed?

How Do I Know if a Deposit Made at an ATM Worked?

If the deposit was made today and was a cash deposit:

1. If this was before 9 PM, it should show in the account history as ATM Transfer Credit.
2. If you do not see it there, check the Passport debit card transactions. There should be a credit for the amount in the transaction history.
3. If it is not there, complete an error resolution for the client.

If the deposit was made today and was a check deposit:

1. This does not show in the account until the following business day, after processing has been completed.
2. Check the Passport debit card transactions. There should be a credit for the amount in the transaction history.
3. If it is not there, complete an error resolution for the client.

If the deposit was made the prior day and was either a cash deposit or a check deposit:

1. Check the account history. There should be an ATM deposit transaction.
2. If you do not see it there, check the Passport debit card transactions. There should be a credit for the amount in the transaction history.
3. File an error resolution for the client.

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How Often Should I Check for Skimmers

At least weekly.

Which Offices Have an ITM?

See SATM/ITM Locations.

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What Hours are the ITMs Open?

See SATM/ITM Locations (ITM/Virtual Banker Hours tab).

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What Types of Transactions or Services can a Virtual Banker Assist with?

See SATMs/ITMs