Please, help us to help you!
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.
Your time is important. We want to fix your problem quickly so that you can do what you do best - run your business and trade crypto!
When you have a problem, we'll need certain information to help you. In our knowledgebase articles, we help you assemble the information required to try to identify your particular problem yourself, but we’ll need to know that you’ve tried that first. Please make use of the knowledgebase to save yourself time.
There's some information that we frequently must request. Each request from us delays your solution. This is the most basic information that we'll need to track your case and document solutions:
At a minimum, we will always need:
Your organization or business name (as known to General Bytes).
The BATM serial number (if one is involved).
Have you updated your BATM to the latest firmware?
We’ll need you to confirm this in the Support Ticket. Please include it (i.e. 20240801.11).
Have you upgraded CAS to the latest version?
We’ll need you to confirm this in the Support Ticket. Please include it (i.e. 20240801.12).
Include pictures/screenshots as appropriate and wherever possible.
Once you have this information ready, click this link to create a new support ticket.
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.
We DO accept phone calls, 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 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 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!