ATM Accounting Transactions
How and when do I balance my ATM? (PDF File: 74 KB)
What if I can't balance the ATM?
In general, balancing your ATM is a straightforward procedure, and your ATM service manual carries helpful information about that process. However, if you've checked the service manual and the difficulties or discrepancies can't be resolved, please call our Customer Care Department for assistance at
1-800-877-2679.
How often should I print out my journal tape?
We recommend printing your journal tape every day.
How long should I save my journal tape?
We recommend saving it for 2 years.
When is the best time to do my day close?
Your day close should be done between 5 am and 3 pm Pacific Time.
I got a "Host totals not received" when I did my day close. What does that mean?
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 Care Department at 1-800-877-2679. If you get this message frequently, it may be because you are performing the day closes outside of the balancing window (5 am to 3 pm Pacific Time) or you are performing multiple day closes on the machine. Note that the machine will only allow one day close per day.
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 that 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 Care Department at 1-800-877-2679 for assistance.
Why don't my day-close totals match my bank statement?
There are several reasons this happens. First, If the close is not done between 5 am and 3 pm Pacific Time, it will not coincide with the processor's cutover time, and the totals will not match. Second, this may occur if you are doing multiple day closes in one day; each terminal is only allowed one day close per balancing window.
When will my day-close amount settle back to my bank account?
Settlement will occur in 24 to 36 hours. 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 our Customer Care Department at 1-800-877-2679.
What should I do if I have a debit to my ATM account?
As soon as you see the debit on your account, call our Customer Care Center. Please provide the customer service representative with 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 chargeback.
What is a chargeback?
A chargeback 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 chargeback 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.
If you have any additional questions concerning accounting transactions, please contact the Customer Care Department at 1-800-877-2679.
