What causes an ATM to be out of service?
ATMs can be out of service for multiple reasons including mechanical and communication problems. ATMs may also try to correct an issue that it detects which may cause the machine to temporarily go out of service. Any ATM that is out of service automatically sends a message to our service team. We schedule a tech to visit the machine as quickly as possible to resolve the issue.
Why isn’t the withdrawal or deposit button displayed?
The most common reason for the withdrawal or deposit button not to be displayed on the machine is because of a mechanical issue at the ATM. Our machines are designed to attempt to fix the problem automatically. If the machine is unable to fix the problem, it will send an alert to our service team to dispatch a technician to fix the problem. CU Anytime® will have a technician onsite as soon as possible after a notification. Although rare, it is possible that the ATM is out of cash. When an ATM is out of cash, it will send an alert to our service team so that we can replenish the machine.
What happens when no cash or the wrong amount is provided as part of a withdrawal?
We apologize if the machine did not dispense the correct amount. Our machines are designed to automatically verify the cash they dispense, and the ATM will usually inform your credit union or financial institution of the correct amount that was dispensed. It may take a business day or two for the correct amount to post to your account. If the amount is not correct, please contact the credit union or financial institution that issued the card.
They can help you file a claim or dispute—this process is often called a Regulation E claim, which all financial institutions are required to follow when investigating ATM and electronic transaction issues. Your financial institution may ask you to provide written documentation. Be sure to keep the following details handy, as they may be required for the investigation: withdrawal amount, date and time of the transaction, card number used, and location address as these will be required by your financial institution to complete the investigation. If your credit union is a participant in CU Anytime®, their contact information is on the Credit Union page. In addition, most financial institutions include a phone number on the back of the card.
Why is the receipt option not available?
The most common reason for not being able to get a receipt is a mechanical issue with the receipt printer. It may also be because of the machine being out of receipt paper. When either of these occurs, the ATM sends an alert to our service team. We schedule a tech to visit the machine as quickly as possible to resolve the issue.
Do you balance the ATM machines?
CU Anytime® balances all of our machines on a scheduled basis. If the machine is out-of-balance, CU Anytime® may work with your credit union or financial institution to adjust the transaction because of the reconciliation process.
Can I make a deposit at a CU Anytime® machine?
If your Credit Union is a member of CU Anytime®, you can make a deposit at many of our ATMs. Deposits are only accepted for credit union accounts. Funds deposited in a machine may not be available for immediate withdrawal. The ATM does not determine the amount or time to hold. Please contact your credit union to learn about their funds availability policy. To find out if a particular machine takes deposits, view the ATM Locator page.
Why does the machine not accept a cash deposit?
The most common reason for a cash deposit not to be accepted is that the bills are creased, torn or otherwise damaged making it difficult for the machine to read them accurately. If this happens to you more than once as part of a deposit, it may be necessary for you to visit your credit union to make the deposit.
What should I do if my deposit is not posted to my account?
Please contact the credit union or financial institution that issued the card. They can help you file a claim or dispute—this process is often called a Regulation E claim, which all financial institutions are required to follow when investigating ATM and electronic transaction issues. Your financial institution may ask you to provide written documentation. Be sure to keep the following details handy, as they may be required for the investigation: Deposit amount, date and time of the transaction, card number used, and location address.
How do I get a new ATM or debit card?
Contact your credit union to get a new ATM or debit card. Visit the Credit Unions page to get contact information. CU Anytime® does not create or distribute cards.
What happens if my card is kept by the ATM?
CU Anytime® ATMs are not supposed to keep your card. Although very rare, a mechanical issue may occur that causes the card to be stuck inside of the ATM. We apologize for the inconvenience. For security reasons, CU Anytime® cannot return cards that are stuck in the machines. Contact your credit union or financial institution to request a new card. Visit the Credit Unions page for contact information for the credit unions which participate in CU Anytime®.
What do I do if my transaction goes wrong?
Examples:
I requested $40.00 but the machine only dispensed $20.00 and my receipt shows that I was charged $40.00.
The machine did not dispense any money, but the receipt shows I was charged.
I put my check in for a deposit but I didn’t get credit and the ATM kept the check.
The cashier at the gas station had problems inputting my transaction and I was charged twice.
Action: Make sure you keep all receipts and documents associated with your ATM or merchant transaction. Take all information to your Credit Union and fill out the appropriate paperwork so that research can begin on the disputed transaction.
CU Anytime® does not have the ability to access member account information. If you have a transaction related question, including ATM transactions, please contact your Credit Union directly. CU Anytime® affiliated credit union contact information can be found on the Member Credit Unions page
Where else may I use my card surcharge free?
Credit unions can participate in various ATM networks which are surcharge free or accept deposits. Most credit unions include links to the networks in which they participate on either their website or mobile application. The locations on this site are for CU Anytime® ATMs.
CU Anytime® does not have the ability to access member account information. If you have a transaction related question, including ATM transactions, please contact your Credit Union directly. CU Anytime® affiliated credit union contact information can be found on the Member Credit Unions page