7 ATM Customer Service Tips

You may be surprised to read that there are ATM customer service tips. After all, you likely won’t see or personally interact with your customers on a daily basis. However, you do operate a business. And good business people must practice certain etiquette to maintain a successful business. 

You might be competing with banks or other nearby ATM machines. To maximize your transaction revenue, you want customers to choose your machine. How do you do that?

The beauty of the ATM business is that you are able to generate passive income. That means that your machine should make you money with a minimum amount of effort from you. But keep in mind that in order to generate that passive income, you have to make sure that your business runs smoothly even when you aren’t around. 

The following ATM customer service tips will help you provide a seamless experience for your users. And hopefully create repeat customers. But these ATM customer service tips also apply to your relationship with the location owner. 

If you place your ATM machine in someone else’s store, you want to ensure that the store owner and everyone involved is happy with you and your machine. Otherwise, you could risk losing the location. And that can be a costly dilemma, especially if the location brings in a lot of transactions.

So as you read these 7 ATM customer service tips, think about how you can improve your relationship with the location owner and your customers. Because good customer service could make or break your business.  

7 ATM Customer Service Tips

1. Communicate Clearly

When it comes to customer service, communication is key. We can think of a few examples. 

First of all, be transparent about your surcharge fee. No one likes to be surprised by an unexpected charge. And if you have to raise the surcharge, let your customers know why! It’s easier to accept a change if it can be logically understood.

Second, if your machine is out of order for whatever reason, let your customers know what’s going on. If possible, provide a timeframe for resolving the issue. Otherwise, an out of order sign can deter customers for a long time if they feel like they can’t expect reliable service consistently. 

It’s also important to use positive language. Rather than saying “Out-of-Order,” try something like, “We’ll see you tomorrow!” This might not help a one-off customer, but it lets repeat customers know that the problem will be fixed quickly and that they can still rely on the machine in the future.

You might also consider providing contact information. If customers know they can call or email someone if they have a problem, it makes the experience more personable. It’s easy to forget that there is an actual person behind the machine.

Finally, you’ll want to communicate clearly with the location owner and any other partners you might have. Make sure that any agreements are win-win. This will prevent animosity and ensure that your business thrives because everyone has a stake. 

And clearly define roles and responsibilities. Otherwise, tasks might not get done if one party thinks someone else is handling them. Good communication and organization behind the scenes will translate into better ATM customer service for your users.

2. Listen

A major part of good communication is good listening. You can use an active listening strategy like the LAER method to communicate better with your partners and customers. 

If there is an issue or concern, the first step is to listen without interrupting. Second, acknowledge, verbally or nonverbally, that you understand. Then explore what was said. Repeat what was said in your own words to make sure you got it right, and ask follow-up questions to gain more insight. 

Finally, respond. Respond only after you’re sure you know where the other party is coming from. That way your response is direct, relevant, and fair.

3. Be Proactive

There are many strategies for providing good ATM customer service in the event of a problem or conflict. But if you don’t learn from these mistakes, then you’re wasting time. Good ATM customer service doesn’t just mean fixing problems. It also means preventing them.

You can’t provide your service if your machine isn’t functioning properly. So think about what could go wrong and things you can do to prevent it. How could you prevent or minimize the threat of theft or vandalism? Paper jams? Cash shortages? 

Some problems are easier to prevent than others, but if you at least develop a plan of action for some worst case scenarios ahead of time, you will be able to resolve them a lot quicker. The more prepared you are and the faster you act, the sooner you will be able to continue to provide your service.

4. Monitor Data

Remote online monitoring is one way to prevent issues and learn more about your customers. With online monitoring, you are able to track your machine’s activity from wherever you are. Maybe a camera feed shows something suspicious that you want to nip in the bud. Maybe your numbers aren’t working out and you need to chat with your vaulter.

You can also use online monitoring to track activity trends. This allows you to provide better ATM customer service because you know who your customers are and what they need. 

For example, if you notice that Fridays are heavy transaction days, you want to make sure the machine is fully stocked Thursday night. You might also plan to be available or on call on Fridays so that you can quickly resolve any issues and provide good service to more customers.

You might also track withdrawal amounts. If you notice higher withdrawal amounts than you expected, you might consider adjusting the denominations you offer. Learning from your data and acting on it shows that you care about providing good ATM customer service.

5. Unify Your Team

A bicycle doesn’t work with only one wheel. A car won’t work with only three tires. Similarly, your business won’t function to its potential if all parties aren’t working together.

If you are the only member of your operation, you don’t have to worry about this one (provided you are happy with your ATM service provider). However, chances are you at least work with a location owner, location managers, location employees, or anyone responsible for your machine when you aren’t around. 

Make sure that roles and responsibilities are clearly defined and agreed upon. Then, implement measures to check that everyone is doing his or her part. You might need to offer some sort of training, develop a detailed contract, or even outsource some tasks like vaulting. 

Either way, make sure that everyone involved works together to prevent issues and ensure success for each party. 

6. Maintain a Strong Work Ethic

Having a strong work ethic and being a workaholic are two different things. Remember, you want your ATM business to bring you passive income. But in order to do so, it’s your responsibility to make sure your business (or ATM) is working properly.

The more work you put in at the beginning, the more passive your income will be later on. So don’t cut corners, make action plans, and organize your team. Most importantly, be accessible. 

If, by some chance, something goes wrong, you are going to want to know about it. The quicker problems are addressed, the quicker you get back up and running. If a user has trouble with the machine, and they call the number you posted, make sure you are there to help. If your vaulter has an emergency and can’t fill the machine, that responsibility falls on you.

Don’t worry. You can still go out of town or take a vacation if you need to. Just make sure you leave someone in charge while you’re away so that your business continues to run smoothly.

7. Choose the Right Tools

You can’t provide the best ATM customer service with sub-par tools. If you compromise quality equipment to save a buck, there’s a chance your users will encounter more problems and an out-of-order machine.

Your main goal as an ATM business owner is to minimize the amount of downtime your machine experiences. Because when your machine is down, you aren’t making money.

Aside from the machine itself, there are other tools that can help you consistently provide good ATM customer service to your users and your partners. Whether you want to invest in a particular lock, security cameras, or add-ons like a topper, any decision you make with your customers in mind is going to pay off in the end.

Now, you don’t have to invest in every bright and shiny feature, and you can find quality used or refurbished equipment affordably. What we mean by “choose the right tools” is “choose the right tools for you”. Choose the right tools that serve your customers and your location. This will look different for each IAD.

However, we will recommend that you consider adding remote online monitoring and an ATM wireless device to your toolbelt. Having an ATM wireless device for your internet connection allows you to provide your service more predictably and consistently. The alternative is relying on the location’s internet service provider which could be problematic or a hassle to troubleshoot.

Whatever tools you need to consistently provide good ATM customer service are the right tools.

The Importance of ATM Customer Service

Customer service is your business. Without it, you go broke. You have location owners and users counting on you and your machine. Why should they work with you? Why should they choose your machine? Convenience.

The service you provide is convenient access to cash. If you compromise ATM customer service, your business will lose that convenience factor. An ATM business is a unique business model, but all businesses rely on good customer service to succeed. These tips can help.

How to Use LAER for Handling Objections

LAER is most widely known as a marketing technique used by salespeople. However, you will find that it’s actually a great active listening technique for handling objections in any scenario. That’s why we’ll explain in this article how to listen, acknowledge, explore, and respond to objections you might face when approaching location owners with a proposal to place your ATM.

What is LAER?

LAER is a communication strategy that stands for Listen, Acknowledge, Explore, and Respond. While you might think these four steps go without saying, it’s actually a method that needs to be practiced and perfected. Too often we want to jump in with our solution, especially when we are so confident and sure of it. But doing so will almost certainly cost you the deal.

You know you have a good idea. You wouldn’t be approaching business owners with an ATM opportunity if you weren’t sure the location would benefit from it. And, you know there is little to no risk on the part of the location owner. But how do you get someone to trust you and to hear you out (especially for your first placement)? 

If you’ve struggled to negotiate locations in the past, it probably isn’t the idea that isn’t working; it might be the presentation. These are the four steps of the LAER method explained:


This is the first step, but it will be a vital one throughout the entire conversation. You don’t want to just listen to the owners’ initial objections, you’ll want to also listen to their answers to your questions. 

Listening doesn’t just mean not interrupting. It means really trying to understand the perspective of the speaker. As the location owner says he or she isn’t interested, try to understand why. When you ask probing questions to get to the root of the pain that’s causing the objection (step 3, explore), listen closely to the answers. 

This way, when you respond (step 4), your response is personalized, genuine, and helpful. Responding in this way rather than from a generic script will show the owner that you are a professional who actually listens.


During and after actively listening to the owner’s objections and answers to your questions, acknowledge that you understand what is being said. Acknowledgement can be a verbal, “I understand,” or a non-verbal head nod. Whether or not you agree with what is being said, acknowledgement encourages the speaker to keep talking. 

When he or she is finished, begin your response with a summary of what was said. If you get it right, great! If you get it wrong, the speaker will be happy to clarify and probably grateful for the opportunity because it shows that the conversation is two-way.

No longer are you simply trying to “sell” a machine, an idea, or a proposal. You are engaging in a professional conversation that works to please both parties. Again, acknowledgement doesn’t necessarily mean agreement. It just means that you are trying to meet the owner at his or her point(s) of concern 


Exploring allows you to dig deeper into the root of the objection. What exactly is causing the concern? Where is the objection coming from? You might find that a location owner is objecting due to past experiences, misinformation, or different goals or agenda. 

Ask questions that allow you to better understand why people are objecting. Don’t assume you know why they don’t agree. If you do, your response isn’t going to cut it; you will only scratch the surface of the problem. Don’t try to align what you hear with your beliefs. Instead, try to really understand them so that you can provide a realistic response.


Don’t tell someone why their way of thinking is wrong. This is aggressive, salesy, and off-putting, and it’s a surefire way to convince someone not to work with you. If you simply respond with facts, you can let someone determine on his or her own what makes the most sense. 

Your response should be factual and helpful. Recommend a solution, a next step, and/or compromise. Keep reading to see some common objections you can use to prepare yourself.  

What Objections Do ATM Owners Face?

New ideas can be scary. Change can be scary. Why try to fix what isn’t broken, right? Location owners might be particularly hesitant to enter into a partnership with you if they really don’t know much about ATM machines or the business. The less they already know, the scarier the change will be.

Location owners are also busy. Don’t be surprised if they aren’t quick to jump at an opportunity that they think will create more work for them. They also might not see that the potential rewards outweigh the perceived risk.

Here are some objections you might come across (or maybe already have) when approaching location owners:

  • I’m afraid an ATM machine will attract crime.
  • I don’t have room for a machine in my store.
  • I don’t have time to handle an ATM machine.
  • I think I’d rather purchase my own machine.
  • I don’t feel comfortable working with someone new to the business.

What kinds of questions can you ask to dig deeper into the root of the objection? Next, we’ll provide an example.

What Happens without the LAER Method?

Let’s take a look at two conversations, one that uses LAER and one that does not. Which one sounds more effective to you?

Without LAER:

ATM Owner: Thank you so much for your time. I wanted to talk to you about placing an ATM machine in your store. Is this something you might be interested in?

Location Owner: No, not really. I don’t want people breaking into my store.

ATM Owner: Well you see, adding an ATM to your store will increase traffic to your store and get you more sales. 

In this scenario, the ATM owner provides the location owner with the potential value and benefits of adding an ATM machine to the location. However, this response completely ignores the root of the objection. So it isn’t going to be a strong enough response to convince the location owner to work with you.

This response also sounds rehearsed. It’s totally acceptable to use a script to guide you, especially when you are just starting out. But in this case, the script is obvious because it sounds as though the ATM owner wasn’t really listening to the location owner. Instead, the ATM owner responds as though it didn’t actually matter what the location owner said; the response was going to be the same. 

It sounds almost as if the ATM owner was just waiting for the opportunity to recite the list of benefits. And while they might be true (there really is a list of benefits of ATM machines for location owners), they don’t address the concern the location owner has. This response does not provide a solution or compromise.

With LAER:

ATM Owner: Thank you so much for your time. I wanted to talk to you about placing an ATM machine in your store. Is this something you might be interested in?

Location Owner: No, not really. I don’t want people breaking into my store.

ATM Owner: I understand. Break-ins can be expensive! Have you experienced a break-in here before?

Location Owner: No, but I’ve heard stories of other robberies in this area.

ATM Owner: Oh. There have been robberies in this area? Were they ATM robberies?

Location Owner: No, they robbed cash registers. OR I don’t know.

ATM Owner: Are you worried about theft during store hours or after store hours?

Location Owner: Well, both, but the robberies here happened (during/after) store hours.

ATM Owner: Uh huh. I see. Well robbery is definitely a concern, but ATM machines aren’t really a big target for armed robbery. It takes a long time to breach an ATM machine, and that increases the risk for average robbers. What if we put the ATM machine outside of the store?

Do you see how this scenario sounds more like a two-way conversation with both parties sharing new information with the other? The ATM owner listens to the location owner by repeating or summarizing what the location owner says, acknowledges the location owner by verbally affirming that he or she understands, explores the root of the problem by asking probing follow-up questions, and responds with facts specifically about ATM crime and even proposes a compromise.

So if you were questioning the effectiveness of active listening strategies before, hopefully now you see the benefit! Are there other methods you can use? Absolutely! The point is that you practice active listening in order to provide more effective responses and close those deals!

How to Use LAER for Handling Objections

In summary, listen to what the owner says, acknowledge that you understand the objections, explore in depth the pain that is driving the objection, and respond to the pain only when you fully understand it.

The concept is simple, but execution can be tricky. You might not get it perfect right away. Practice using it and listening for it in your day to day conversations. You may find that it even improves your conversations with your loved ones!

For scripts you can use to get location owners to talk to you to negotiate deals, check out the Member’s Area at ATMDepot.com!

What is the Cost of Downtime for Your ATM Business?

The cost of downtime varies from business to business. It really depends on how much you make and how much it costs you to operate your business. Because those bills are coming, whether your machine is up and running or not. And if you can’t service your customers, then you can’t make money.

Some downtime is inevitable. In this article, we explain what exactly downtime is and how to minimize it. That way, you ensure maximum revenue.

What is Downtime?

There are two different types of downtime: the good kind and the bad kind. The good kind of downtime is the time you have to yourself in between periods of work. With a finely tuned ATM business, you should be able to experience more and/or longer periods of downtime than you would have working a typical 9-5 job.

This is because an ATM business essentially runs itself. You make passive income, meaning your machine makes you money while you sit back, relax, and enjoy your downtime. However, this only happens if your machine is fully functional. Which brings us to the bad kind of downtime….

In the ATM industry, downtime refers to the amount of time that you aren’t able to provide your service to your customers. Downtime could refer to the time during which the equipment or machine isn’t functioning properly or any time during which service is interrupted or stopped. 

That means that set-up time, repair time, and other unexpected obstacles create downtime—time that you aren’t able to generate revenue when you normally would be. 

The cost of downtime, then, refers to the amount of money and resources you lose when your business is not functioning properly. Keep reading to find out how this applies to an ATM business specifically.

Causes of Downtime

We don’t need to tell you all of the things that can go wrong when operating an ATM business. You knew it would come with some risks, just like any business, when you started. But we will list some causes of downtime here and then explain how you can minimize your risk.

Initial Set-Up

First of all, you experience downtime during the period of time between purchasing the machine and getting it up and running. Now, this downtime isn’t the result of any particular error, circumstance, or malfunction, but once you purchase that machine, it is your job to make your return on investment (ROI) so that you can start making a profit as soon as possible.

If downtime refers to the period of time that you aren’t able to provide service and make money, then this applies to the amount of time it takes for you to install, program, and test your machine. That’s why it’s important to make sure you have everything else in place before you actually receive that machine. The quicker you get it up and running, the less downtime you experience and the sooner you start making money.

Hardware and Software Issues

Once your machine is up and running, you could experience hardware or software issues. If something mechanical malfunctions or stops working, you have to stop service until the parts are fixed or replaced. If there is a software breach, your customer data is compromised, and you have to stop service until you improve your security.

Connection Issues

Power outages, poor internet connection, and server instability can also disrupt service. Your ATM machine relies on these resources 100% of the time that it’s available to customers. It can’t do its job without them. So if anything happens to the connection, you will experience downtime until it is restored.

Human Error

Downtime could also be the result of human error. You, your vaulter, or the location owner could load the machine incorrectly causing the wrong denominations to be dispensed. Or, someone could fail to load the machine at all. Without cash or receipt paper, your ATM cannot properly service your customers, and you will lose out on transactions until the issue is addressed. 

Location Issues

Unfortunately, you will be at the mercy of the location’s availability if you don’t operate your machine out of your own space. That means that if the location has to close during hours when you normally operate your machine, you will lose out on transactions during that time. There could be flood, fire, construction, holidays, vacations, etc. that could cause the location to close and cut your machine off from usual customers.

How to Prevent Downtime Costs

Although there is a long list of things that can go wrong and cause you to experience the cost of downtime in your ATM business, there are ways to mitigate your risk of downtime and minimize the duration. 

Make an Action Plan

The first thing you can do is be prepared. That is where the list of causes becomes helpful. While we hate to think of everything that can go wrong, doing so prepares us to handle anything that comes our way. So take a look at the list, and make a plan for handling the issue as quickly as possible.


Then, prioritize communication. Share your plan with the location owner, vaulter, and anyone else who helps you with your operation. Make sure that everyone involved knows what to do if something goes wrong. 

You also want to communicate with your customers. Let them know what the problem is, when you expect to have it fixed, and maybe even provide contact information. This can help preserve your reputation by providing excellent customer service even when your machine isn’t available.

Minimize and Eliminate Potential Causes

This might go without saying, but you want to try to eliminate the potential causes of downtime costs as much as possible. For example, rather than use the location’s internet service provider for your connection, you can prevent unreliable internet connection by investing in your own ATM wireless device.

Increased security measures can prevent vandalism, theft, robbery, fraud, and other potential threats to your machine. Keeping your software up-to-date also improves security, customer service, and uptime (the time your business is fully operational). These are other proactive measures you can take to eliminate causes of downtime costs.

Utilize Your Resources

Don’t be afraid to ask for help. If something goes wrong, you might need to reach out to the location owner to fix it if you are unavailable. Or, if you need help diagnosing a problem or need technical service or advice, contact your ATM provider. (Hopefully you work with someone like ATMDepot who offers 24/7 customer service.)

You also want to make sure you utilize remote online monitoring. Your ATM company should provide you with access to a portal where you can set up alerts and track activity. Keeping tabs on your machine while you are away and getting real-time data and notifications allows you to jump on a problem as soon as it occurs, therefore minimizing your downtime costs.

Improve Mistakes

Finally, reflect on and improve mistakes. There is a first time for everything. If and when something goes wrong, take notes and think about what you could have done better. That way, if it ever happens again, you are better prepared and can resume operations even quicker.

What is the Cost of Downtime for Your ATM Business?

A business’s risk of downtime is determined by the industry, size, and business model.

Downtime can cost large companies thousands of dollars every minute! Companies like Amazon, Apple, and Facebook are so profitable, though, that they can recover easily from mistakes and system outages. Smaller businesses, however, could be completely ruined from just one mistake.

This is due in part to the fact that the cost of downtime isn’t solely financial. There are other, intangible costs like a damaged reputation, stress, lower confidence, and decreased momentum. The smaller the business, the more impactful these intangible factors can be.

Categories of Downtime Costs

The cost of downtime factors in more than just monetary loss. Of course you aren’t making money when your machine is down, but what other costs do you have to consider?

In addition to lost revenue, you have to consider the cost of repairs. Do you have to pay a technician to come service your machine? Do you have to replace a cassette? Should you purchase a more secure lock?

And there are productivity costs. What will it cost you in time and money to have to stop what you are doing to address issues with your business? Will you incur extra travel costs? Extra stress? Will you have to sacrifice time spent at another job, on an additional project, or with family?

Then there are other intangible costs which have long-term effects. For example, if someone comes to use your machine, but it’s out of order, they might never return. So you lose transactions during downtime, you lose regular customers, and your reputation suffers. 

You also want to consider your relationship with the location owner. If you share your transaction revenue with the location owner, he or she loses out on income and customers during downtime as well. If you experience too much downtime, you could compromise the agreement you have with the location. The owner could terminate your agreement or decide not to renew. That could be a potential long-term cost of downtime, too.

How to Calculate the Cost of Downtime

There are a few formulas businesses use to try to predict just how much they could lose every hour that systems are down. For example, they might add the amount of lost revenue to the amount of lost productivity and add the amount of recovery and intangible costs.

Lost revenue can be calculated by multiplying the amount of revenue made per hour by the number of downtime hours and multiplying that by the percent of time systems are relied on. Lost production equals the employee salary per hour times the percent of time they are utilized times the number of employees.

However, an ATM business is a little simpler. Since you are probably your only employee, and you rely on system operations for 100% of the time you are in business (your entire business relies on your machine functioning fully), you really just have to add the amount of lost revenue, the amount of recovery, and intangible costs to get a rough estimate of the cost of downtime for your ATM business.


It can be difficult to come up with an exact number for the cost of downtime for an ATM business. There are many factors to consider, and it’s hard to put a price on intangible costs. So to simplify, in most cases, the cost of downtime essentially equals the average amount of revenue generated in an hour multiplied by the number of hours your ATM is out of service. 

There is a long list of things that can go wrong, and every business experiences periods of downtime. But if you are prepared, you can minimize your costs of downtime and continue to provide excellent customer service—your business depends on it!

3 Ways ATM Monitoring Increases ATM Revenue

ATM monitoring can help you increase your ATM revenue. If you own an ATM, you know how important it is to make sure it’s always in operation. You can’t make money if your ATM doesn’t work. If your machine isn’t reliable, you will lose customers. 

ATM monitoring not only helps you from losing revenue, but it can help you increase it as well. Not to mention putting more in your pocket by avoiding preventable disasters. 

What is ATM Monitoring?

ATM monitoring is often named with descriptors like online, remote, and real time. All this means is that it is a system that provides ATM owners with updates and alerts regarding ATM functions 24/7. 

ATMs have advanced technologically to provide more services and features. So there is much more to monitor than simply availability status. 

Earlier ATM monitoring systems simply provided an availability status, leaving ATM operators in the dark about fixing problems. Can you imagine calling a service tech every time your machine has an issue? Especially since a majority of ATM errors are easy for you to address yourself without any technical support. 

Now, ATM monitoring not only alerts you when there’s a problem, but it also provides insights into what the issue is. This way, you can save time and money fixing problems. You have complete control over your ATM operation.

Real time ATM monitoring allows you to analyze transactions, understand issues, troubleshoot errors, and keep your machine running. ATM monitoring provides many benefits to an ATM business, especially businesses that have more than one ATM machine to maintain.

First, it alerts you when there are issues whether mechanical or security. Second, it provides insight into failed customer interactions. Finally, it allows you to create predictive solutions to prevent future problems. 

More complex issues can arise than just cash or paper jams. Your machine could experience connection issues, screen or display malfunctions, card reader malfunctions, and more. But with real time ATM monitoring, you can enhance security, improve the customer experience, and increase revenue.

How Does ATM Monitoring Work?

We won’t get into all of the technical details behind ATM monitoring, but we can provide you with a couple of examples. 

There is a lot of variation in configuration responsibilities, workflows, geography, devices, vendors, etc. Rather than spend unnecessary time and money waiting for service specific to you and your needs from one particular institution, ATM monitoring offers a more flexible, operator-driven solution. 

With a system configured precisely for you, you are always prepared even as the system needs change. You can generate your own reports, customize user access and abilities, and create dashboards without having to get the vendor involved at every stage. The result is an entire life cycle of your machine stored in a single database that you can access 24/7. 

For example, if your ATM machine experiences a cassette issue, a ticket can be automatically created and routed to the appropriate vendor. This vendor sees the ticket (again, in real time via their own online portal), and can apply already established parameters to address the issue and close the ticket all from within one monitoring tool.

The process is similar for addressing failed customer interactions. If the system registers three consecutive failed transactions, you want to know what is causing it. Are the attempted transactions potentially fraudulent? Is there a connection issue? Is there a problem with the card reader? No matter the problem, a situation like this can trigger an automatic alert routed immediately to customer service. 

Therefore, ATM monitoring systems help you run your ATM business more smoothly. The more aware you are of your machines, the better customer service you will be able to provide to your users. And the happier your users are, the more money you make.

3 Ways ATM Monitoring Increases ATM Revenue

1. Minimizes Downtime

You can’t make money if your ATM isn’t functioning. And you lose money when customers can’t rely on your machine. ATM monitoring alerts you when your ATM machine experiences issues. 

For example, it can let you know when your machine is running low on cash. That way, you can refill it before it runs out and make sure there are no periods when your machine is empty. 

With real time monitoring, you also know when your machine experiences problems like connection issues, cash and paper jams, and other technical malfunctions. When these occur, you can address them immediately and minimize the amount of downtime your machine experiences. 

The less downtime, the more money you make. And the more reliable your machine is, the more customers you will attract.

2. Improves Customer Service

You need your machine to be functioning in order to make money from transactions. But if your machine is slower or less reliable than others, you could lose customers to your competition. So you want to make sure you stay on top of ATM network connection, jams, and dispenser malfunctions.

ATM monitoring can also provide you with analytic data you can use to improve and streamline your business. For example, find out what days your machine is busiest so that you can make sure it’s filled before it runs low. This way, you don’t even have to worry about a low bin alert.

You can also see what causes failed customer transactions. Tracking this data can help you resolve issues quickly and even help you prevent issues from arising at all. Taking the time to analyze your data provides your customers with the best service and translates into more revenue for you. 

3. Increases Security

Finally, real time ATM monitoring allows you to keep eyes on your machine at all times, even when you aren’t on-site. ATM monitoring helps you detect and prevent fraud. With real time ATM monitoring, you know which transactions occur when, which are successful and which aren’t, and what activity is unusual. 

Want to know what goes on when you aren’t around? ATM monitoring makes that possible.  

How to Get ATM Monitoring

Now you’re convinced that you need ATM monitoring to help run your ATM business more smoothly. So how do you get it set up? 

Real time online monitoring is a service offered by your ATM processing company. So when looking for an ATM company to work with, you might want to make sure they offer online monitoring. Then, the company will host a portal where you can login and search for your machine(s). You should also be able to view this information from your phone, allowing you to monitor your ATM machines remotely 24/7. 


ATMDepot is one ATM processing company that provides online access to your ATM terminals. By logging in from a desktop or mobile device, you can check on your ATM transactions in real time. You can also print statements, view deposit reports, and perform many other functions. Furthermore, you can set up low balance alerts via text message to let you know when one of your ATMs is running low on cash. This way, you can better manage cash replenishment. ATM monitoring allows you to better serve your customers and make more money. Try it today!

ATM Insurance—Do You Need It?

ATM insurance is not legally required, but it is an inexpensive way to protect yourself against expensive accidents and other mishaps. Since your ATM machine is not owned by a bank, you are not subject to FDIC protection. While you can get ATM business-specific insurance, you don’t have to. A general liability policy might be enough, depending on your needs. 

Most location owners will expect you to at least have this coverage before they agree to work with you. So, getting a policy ahead of time will help you navigate this potential objection to a location agreement.

In this article, we’ll cover different types of insurance so that you know what you’re looking for!

General Liability Insurance

All businesses face risks. An ATM business is no different. Business insurance, then, is designed to protect your assets. The most common and most important policy business owners purchase is general liability. 

General liability insurance covers bodily injury, property damage, medical payments, and legal defense. For example, if you accidentally damage the location owner’s property while moving or installing your machine, insurance would cover the cost of repairs. Or, if a customer injures him or herself while using your machine, insurance would cover the cost of treating the injuries. And if a disgruntled customer takes legal action against you or your company, insurance would cover the costs of defending yourself.

You can expect to spend about $400-$700 a year for $1 million in general liability coverage. But you might have noticed that general liability insurance won’t cover your machine or the cash inside. So if you want more than general liability coverage, you will need to look for a more specialized insurance policy.

ATM Business Insurance

ATM insurance is designed to protect you against loss of your ATM machine and the cash inside. This is often referred to as Crime Coverage which protects you in the event of the following situations:

  • Employee Dishonesty – If you hire someone to vault your machine or perform any kind of service or maintenance, and that employee steals from your machine, crime coverage would protect you.
  • Robbery – If someone steals cash from you or an employee while, say, vaulting the machine, your loss would be covered.
  • Burglary – Burglary refers to theft of cash from the ATM machine itself.
  • Property – This applies to damage to or loss of the ATM machine (also referred to as mysterious disappearance).
  • Liability – Just like a general liability policy, liability coverage protects you against the cost of legal defense, bodily injury, and property damage incurred through the operation of your machine.

Now, not every policy will cover all scenarios. So you will want to talk to your agent about the specifics of your policy to make sure you know exactly what is covered and what isn’t. 

Just like any other type of insurance policy you might have, you purchase enough to cover each machine you own. Your premium is based on how much coverage you need. Whatever risks aren’t covered under the main policy you can sometimes add on. So you just have to decide what risks you specifically want to mitigate and see if your insurance company offers coverage for those scenarios. 

Other Types of Coverage

You can get commercial auto insurance to cover your or your employees’ vehicles while on the road to and from your ATM locations. Any vehicle that you use for business purposes can be covered under commercial auto insurance.

Commercial property insurance covers any tools you use to maintain your ATM machine. This coverage also applies to any facility where you store your ATM machine(s). In the event of a fire, for example, your tools, machine(s), and other affected property would be covered.

If you hire employees to help you operate your ATM business, you might be required by law to carry workers’ compensation insurance. It depends on your state. Workers’ compensation helps you pay for any medical bills employees incur while on the job. If an employee injures him or herself while servicing or operating your ATM machine, this insurance prevents you from having to pay out of pocket.

Like we mentioned before, crime insurance protects you against burglary and robbery whether by an unknown perpetrator or by someone who works for you. Either way, crime coverage protects you against theft of the machine and/or the cash inside.

Some ATM insurance companies will offer coverage for cash in transit. But if you hire an armored car service, these companies often carry their own insurance. This coverage is typically reserved for companies that need to insure fleets of armored vehicles. However, you can ask about contingency coverage that kicks in if the other company’s insurance fails to pay.

Another threat, although rare, is “jackpotting”. Jackpotting happens when a hacker creates a malfunction causing an ATM machine to dispense all of its cash. Typically logged as a valid transaction, this could create a loophole for insurance companies to not recognize it as a theft claim and deny coverage.

More Ways to Mitigate Risk

In addition to purchasing insurance, to help set your mind at ease, there are some other security tips you can implement to mitigate risk. First and foremost, you want to place your ATM machine strategically.

Make sure the machine is well-lit and within eyesight of on-site employees. Try to keep the machine away from glass doors or windows that are easy to breach. Bolt the machine down to prevent its removal, and limit access to the case. 

Make sure the machine is in the range of nearby security cameras, or purchase your own. Cameras not only deter vandalism and theft, but they can also help catch criminals. Some insurance companies will require you to have the machine bolted down and have cameras and possibly an alarm system if the location is not open 24/7 as a condition of coverage.

There are also business practices you can implement to mitigate certain risks. For example, use remote online monitoring to check on your machine when you’re off-site. Only provide keys to people you trust. Regularly update software to prevent logical attacks (attacks that involve breaching software and hardware). And consider keeping an irregular vaulting schedule to prevent robbery.

You definitely don’t have to set up an LLC or corporation for your business, but if you do, you could benefit from having protection for your personal assets. Then you can look into LLC insurance. Staying up-to-date with business licensing can help, too.

Finally, add any necessary clauses to your contracts and other documents. This can help you establish what risks you will assume and which you want the location owner to assume. 


So, do you need insurance for your ATM business? Not legally. But it is definitely a good idea to at least purchase general liability insurance. Most location owners will want you to be covered before they enter into a partnership with you anyway.

If you decide you’d like alternative or additional coverage, you can shop around and speak to an agent about the best policy for your needs. Your specific needs might depend on how many machines you have to insure, how many people (if any) you employ, and where your machine(s) are located. In the end, you know what’s best for your business. But if you’d like to speak to someone with years of industry experience about which scenarios are more common than others, contact us today!