“I am sorry to hear that.”

“There could be a number of reasons why the machine has retracted your card however you will now need to contact your bank to order a new card”.

“Under current banking regulations your original card will be destroyed”.

“Unfortunately, there is no way to get your card back so your bank will need to send you out a new one”

“I am sorry to hear that.”

“There could be a number of reasons why the machine has not issued your cash”.

“Please check your bank account as the transaction may have been automatically reversed. If that is not the case, please contact your bank and they will raise a query on your behalf”.

“I am sorry to hear that.”

“There is a chance that the cash was retracted by the ATM if not taken by another customer after you left the machine. Please contact your bank and they will raise a query on your behalf. If the machine has retracted your cash, a refund will be sent to you. However, if your cash has been taken by another customer before the ATM has retracted it, we cannot process a refund.”

“I am sorry to hear that.”

“Under no circumstances should you re-imburse a card holder. There are many reasons why the card holder may not have got their money including insufficient funds in their account.”

“I am sorry, but we are unable to re-imburse you for the money you have issued to the card holder”

“I am sorry but no you can’t”.

“Under no circumstances should you give a card holder their card back if the machine has retracted it. There are many reasons why the card may have been retracted including the card has been reported lost or stolen.”

“Please advise your customer that you have no access to the machine, and they will need to contact their bank”

“I am sorry about that, let me look into this for you”

“Can you please confirm that there is receipt paper available?”

“Can you confirm that the receipt paper is fed in correctly?”

“Thank you for letting us know”

“Please could you drop the money into the local Police / Garda station”

“The money will be held for a number of weeks and then if it is not claimed it will be donated to charity”

“I am sorry about that, let me look into this for you”

“Is the message showing on a white screen or a blue screen?

White Screen:

“This means either the machine is being serviced or there could be a fault. If there’s a fault, a ticket will already have been issued to our engineer to attend”.

Blue Screen:

“This means the ATM is doing a reset of itself. This should only take about 10 or 15 minutes to finish and then the machine should be back to normal service.”

“Apologies, the ATM may be out of cash or may have a hardware issue. and is unable to dispense. Our in-house teams will be aware of the issue and actions will be underway to resolve”.

“Are you able to retrieve the card from the outside?”

If no;

“If the ATM has attempted a restart, it will capture the card upon the restart. Unfortunately, we are unable to retrieve any captured cards due to banking regulations for security reasons. These cards are disposed of securely.”

“You will need to contact your bank or card issuer and advise your card has been captured by an ATM, and they can arrange a new card to be sent to yourself.”