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Please, help us

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- help you!

Note

If you are having a problem with a transaction, please contact the Operator. We manufacture & sell BATMs around the world, and have no control or information about transactions on BATMs at locations that are owned by local Operators.

  • For assistance in identifying the Operator of a BATM in your area, please visit CoinATMRadar.

...

Note

Have you updated your BATM to the latest versionfirmware?

  • We’ll need you to confirm this in the Support Ticket. Please include it (i.e. 2020012020240801.11).

Note

If you're using your own CAS server, have you upgraded it Have you upgraded CAS to the latest version?

  • We’ll need you to confirm this in the Support Ticket. Please include it (i.e. 20240801. 2020012012).

Tip

Include pictures/screenshots as appropriate and wherever possible.

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Click this link to create a new support ticket in the portal.

  • Use the portal, or email us at: support@generalbytes.com

  • Our posted support hours can be found here.

  • We charge a monthly fee for priority assistance.

Info

We DO accept phone calls, please request a support PIN to chat with a live tech.and your support PIN can be located in your Partner account profile, as explained in these instructions: https://generalbytes.atlassian.net/l/cp/uNj8n0M8

NOTE: most support issues cannot be resolved over the phone. While we enjoy hearing from our customers, links, details & images are difficult to provide verbally!

  • We will always need the BATM s/n, version, and server information.

  • We cannot send you support documents over the phone.

  • We cannot write out complex repair procedures over the phone.

  • We cannot keep track of past support issues track or refer to your support history when it is unwritten.

  • We cannot see what you see.

  • You cannot see what we see.

  • Our techs collaborate on issues, and we steer them issues to the appropriate experts. We aren't all in one location, so we can't provide the best help over the phone.

Having said that mouthful, sometimes a quick call is in order. Please don't hesitate!

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