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NCR End-of-Life: What to Expect

Countless emails are going around the industry, with many professionals at financial institutions voicing concerns about rumored changes to NCR’s equipment fleet. Bank and credit union leaders are worried about NCR hardware and software end-of-life dates and what they mean for business. This article will cover what “end-of-life” means, which NCR products are affected, and why this news isn’t as threatening as it may seem. Read on for a complete run-down on what is happening, what isn’t happening, and what to do if your branch needs assistance preparing for the future!


What Does “End-of-Life” Mean?

When NCR says that a hardware or software product is approaching end-of-life, what they mean is that they will no longer provide updates and support for those products. End-of-life DOES NOT mean that your equipment is obsolete, dysfunctional, out-of-order, or needing immediate replacement. The term end-of-life is intended to create a sense of urgency and reveal that NCR’s plans for a product are nearing completion, BUT it doesn’t mean banks and credit unions have to spend thousands of dollars on new equipment right away. Branches will continue using the same machines in many cases, and if changes are required eventually, gradually updating will be the best way forward for most financial institutions. End-of-life is a semi-technical phrase, but in practical terms, 2023 and 2024 are probably not the end-all for your equipment as long as its condition is fine.


Why Do Manufacturers Stop Supporting ATMs?

Sometimes hardware and software manufacturers want to emphasize and direct their resources toward new products. As time passes, new methods of production, new ways of doing business, and new possibilities necessitate hardware and software changes. Programmers and designers discover ways to use or improve technology almost daily, so software and hardware evolve constantly. There are always new technological advances that present opportunities to upgrade and modernize. Growth, change, and the evolution of technology are inevitable, and you have probably experienced this kind of change before!

Technological Evolution is a Good Thing!

If you have any experience with electronic devices, you know that tech changes rapidly, and the rate at which technology evolves has accelerated over the past decade. Manufacturers focus on releasing new equipment at a regular pace. There is a new phone model every six months or so, and the smart devices we use on all sorts of electronics, from TV sets to refrigerators, seem to get smarter every year. An ATM is a computer at its core, and ATM technology is evolving in a slower but similar fashion to the other computer devices you probably use daily. You have likely noticed technological evolution and the release of new machines while maintaining the still-sufficient devices you already own. The same could be true for your ATMs.

NCR is Ending Support for Select Hardware and Software

NCR will indeed sunset (end support) for the NCR APTRA Edge 10 ATM software after December 31, 2023, and focus its attention on new software, Activate Enterprise. NCR will also sunset the 30-Series ATMs after December 31, 2024. The company will likely not provide compliance updates or other support, but the machines and software will still be usable for some time after these dates have passed. We can help you prepare to keep your machines up.

Here is What to Do About NCR End-of-Life

It’s important to note that the upcoming end-of-life dates are not a cause for alarm if your current machines are running and in good condition. These dates will not require every financial institution to buy new equipment immediately. In most cases, banks and credit unions can continue to use NCR 30-Series ATMs for the immediate future with help from an experienced support team. Choose Edge One to maximize your use of 30-Series ATMs after these end-of-life dates, and you may save time and money on upgrades that aren’t yet necessary.

Think of an electronic device you used for years after new models arrived. You might have taken the device to an independent manufacturer for service once the manufacturer’s warranty ended. Edge One can provide the reliable support your financial institution needs to make the most of your existing ATMs.

Why Turn to Edge One for ATM Support After NCR Moves on to New Devices?

The Edge One team has led banks and credit unions through various end-of-support scenarios, including the NCR 80-Series, M Class, 5600, and others. Our experience guides us in ensuring great experiences for our clients and their customers as technology changes. We can access new and remanufactured NCR parts and parts from other manufacturers. Most wear parts for the 30-Series are still in production, so these items are not difficult to source.

With access to the necessary parts and service from a team with plenty of experience servicing models beyond manufacturer support times, your financial institution might use your current ATMs for years after these official end-of-life dates!

We also offer complete ATM service and ATM management. We can help if your branch needs professionals to handle transaction processing, cash replenishment, cash management, or other tasks related to running an ATM. Lean on us to support your NCR 30-Series ATMs.

So, Don’t Sweat Over the NCR End-of-Life News

While NCR is ending support for certain hardware and software products, how some have delivered this news may be more alarming than necessary. Let’s discuss your current ATM equipment status and customize a plan to ensure your machines will continue to meet your financial institution’s needs. Call 800-423-EDGE (3343) directly, or request a meeting to speak with an Edge One representative about the NCR end-of-life dates and how your branch will handle them.

Reach Out to Us for Assistance

Do you already have service from Edge One? Please reach out to your representative with any concerns about your current equipment. We are working with clients proactively to position them for the future but feel free to connect with us if we have not yet given you guidance specific to your branch or institution. We look forward to speaking with you!

Not a current Edge One customer? Fill out our contact form and a member of the Edge One team will reach out to you shortly, or call us directly at your convenience:  800-423-EDGE (3343)

EMV and Pin Pad Compliance: Mandatory ATM Updates

Lock through a debit card - ATM security from Edge One

Technology is ever-changing, bringing new advancements in ATMs, ITMs, payment systems, and fintech seemingly every time we turn around. Technological growth often makes our lives more convenient, but it also presents us with challenges in the form of nearly constant security threats. Vulnerabilities arise as technology changes, and so technology evolves again in response. We mitigate the risk and effectiveness of security threats by staying on top of technological updates and maintaining compliance with security-related mandates. EMV compliance and pin pad compliance are two of the most critical topics around ATM security today. Keep reading to learn about these issues, what the recent compliance mandates require, and what financial institutions should do next.

What is EMV?

EMV is a world-wide smart payment card standard that resulted in the chip currently used in modern credit, debit, and pre-pay cards. EMV stands for Europay Visa MasterCard, the organizations that established the standard. These three companies, and other EMV member organizations like American Express, developed the embedded chip technology to make financial transactions more secure. Costly fraud cases necessitated a new kind of card that would be more difficult to copy or falsify than traditional magnetic stripe cards. The chip has proven successful in reducing fraud.

Image of an EMV Chip - ATM Pin Pad Compliance from Edge One

How Do EMV Chip Cards Work?

Making a transaction using the EMV chip on a card is nearly as simple as using the magnetic stripe. Users insert the chip into a reader when completing a transaction, then enter their pin code to authorize, instead of only swiping. Both methods transmit data to process the transaction, but using the chip is safer, even if it slightly slows the transaction. When the cardholder uses the EMV chip, the chip generates a unique code identifying that transaction. This unique code makes it more difficult to steal data and create fraudulent cards. There is no such security code when paying with the magnetic stripe!!

Hand holding a card with an EMV chip

Why Chips Are More Secure than Magnetic Stripes

The chip in an EMV card is not easy to duplicate, and it features layers of encryption that make the creation of a workable fake unlikely. These encryption layers and advanced tokenization and authentication measures make the EMV chip a highly secure payment method. The magnetic stripe was an excellent tool for decades, but the threats have evolved. Today, scammers can take advantage of card swipes to make duplicate cards faster and easier than ever before.

The financial industry, and businesses as a whole, benefit from fraud-deterring pay technologies, so more parties are turning to EMV to ensure transaction validity, including banking networks. The major institutions want ATMs to process transactions with the chip.

What is EMV Compliance?

Put simply, a business is EMV compliant when its ATMs and point-of-sale systems can process transactions via the EMV chip. Some cardholders still have cards without the EMV chip and continue to use the magnetic stripe, but card companies are working to transition everyone to using the newer and more secure payment technology. ATMs and payment devices that cannot process transactions using the EMV chip are quickly going out of fashion, but more important than that is the fact that EMV chip technology is becoming a requirement.

EMV Compliance is CRITICAL!

As essential players in the financial technology world begin to mandate EMV chip use, there is the real possibility that ATMs and POS systems that can’t accept EMV will lose transaction support from companies like Visa and Mastercard.

It started with the EMV Compliance “Law”. The major credit card companies pointedly requested and strongly encouraged that most businesses move to EMV chip support by October 1, 2015. Before this 2015 deadline, both merchants and card issuers were often held liable for losses due to fraudulent transactions. Today, responsibility for fraud often falls on the party that is least compliant with EMV standards. A complete withdrawal of support for ATMs that do not follow EMV standards and use the chip for transactions could be imminent. As a business owner or ATM owner, it is your responsibility to upgrade your ATM for EMV capability. Edge One can assist you with that! We can also help you comply with the latest pin pad mandates.

Payment Card Industry (PCI) Announced Security Mandates in 2019

PCI’s mandated compliance changes regarding ATMs with PCI PTS v1 pin pads, or older, were due by December 31, 2022. ATM owners were to replace the ATMs or upgrade the EPP by that deadline for security reasons. A second mandate requires all ATMs with PCI pads to have EPP hardware, firmware, and software using TR31 Phase 3 “Key Blocks” by January 2025.

Why You Shouldn’t Ignore the Pin Pad Mandates

We are in a time when fraudsters are looking for opportunities around the clock. Fintech companies will probably take any steps they believe will minimize fraud risk, including disconnecting out-of-compliance ATMs from their networks. It goes without saying that extensive ATM downtime could cause a significant loss for a financial institution.

If you have not upgraded your ATM, take care of this task as soon as possible. Reach out for help if you are unsure about the type of pin pad used in your ATM or if you need answers or guidance about the required changes. The Edge One team is here to assist you with cost-effective solutions.

Note: There have been recent delays in the supply of new pin pads. We recommend handling the pin pad issues sooner rather than later.

Dual Threats

Between EMV compliance and PCI pin pad mandates, many ATM owners have two security-related problems to address, both of which could result in a downed or essentially “bricked” machine. The good news is that we can solve these problems with relative ease as the technology is readily available, for the most part. We can prepare ATMs for the future with fairly simple changes.

Does your ATM allow transactions via the EMV chip? If so, then you are set as far as EMV compliance! Regarding pin pad compliance, you will likely need to know the type of pin pad your ATM features. That’s the first thing to check!

Connect With Us for Help with any ATM Compliance Issues

We can help whether you need an upgrade for EMV chip technology or pin pad compliance. Fill out our contact form and a member of the Edge One team will reach out to you shortly, or call us directly at your convenience:  800-423-EDGE (3343)

Everything You Need to Know About ATM Processing

ATM Processing Cover Image - ATM Processing from Edge One LLC

What happens when a user makes a transaction via ATM? How do the details of the transaction get back to the banks involved? This blog post offers insight into how ATM processing works. Read on for information about ATM transactions and learn how ATMs connect to networks to make it possible for people to withdraw and deposit cash, check bank balances, and more without visiting the bank directly. This post details how ATM transactions work, what transaction processing entails, what to expect regarding ATM processing costs, a brief word about ATM history, and why Edge One might be the solution for your business’s ATM transaction processing needs.

What is ATM Processing?

ATM processing is the functionality behind transactions at automated teller machines. When someone completes a transaction, such as taking money out of their account, the ATM must be able to connect to the appropriate systems to make sure that person has the authority and funds available to complete the transaction. A series of small steps occur in the blink of an eye to allow this magic to happen. Those steps, collectively, are ATM processing! Keep reading to learn more about these quick but vitally important steps.

How Does ATM Processing Work?

So, how does an ATM get the information it needs to process the transaction? The most basic answer is routers that connect ATMs to the banking systems that either approve or deny the transaction. The ATM receives this approved/not approved status, and its programming responds accordingly, displaying messages to guide the user to complete the request or notify the user that the requested transaction is invalid.

ATM Processing Illustration - ATM Processing from Edge One LLC

What Happens During an ATM Withdrawal?

Let’s start at the beginning of a withdrawal transaction. We know that when someone wants money from an ATM, they need their ATM card and the Personal Identification Number associated with the card. The person using the ATM first enters the pin, and the ATM quickly compares the number the user entered with the number on file using massively powerful encryption for both the PIN and the entire packet of information being communicated. The ATM allows the customer to request funds if the entry matches the pin.

When a user requests money from an account via ATM, the machine does not simply spit out the money instantaneously, though the transaction happens quickly. The cardholder’s financial institution must approve the transaction and reimburse the funds supplied to the ATM owner. The ATM processor is the piece of technology that allows this to happen. Since the processor has connections to the networks the ATM supports, it can facilitate the approval and transfer of funds. Once approved, the processor creates a record of the transaction for accurate reporting.

Did You Know?

The cash dispenser on an ATM has a specialized electronic eye that counts each bill as the machine dispenses the cash. The scanner eye is the most accurate method to ensure that the dollar amount subtracted from the account matches the amount released to the ATM user. Technology is amazing!

What Happens During an ATM Deposit?

An ATM deposit transaction begins in much the same way a withdrawal does. Of course, before the user can do anything, the ATM requires the pin number!

Now, let’s consider what happens to move the transaction from the user punching in the pin to the user walking away with the confidence that the ATM is delivering the deposited funds reliably into their account.

During a cash deposit, like during a withdrawal, the ATM connects to the  financial institution’s network. It receives the cash, scanning each bill for an accurate count of the deposit amount. Once it has counted the bills, the ATM creates a transaction record of the deposit. Funds from cash deposits are often available immediately.

Most modern ATMs can also accept check deposits. These ATMs scan checks just as they scan cash, but funds may take a couple of days to become available, as the time to fully process a check can vary from one financial institution to another.

Deposit being made into an ATM

Note: some ATMs that accept deposits take them in envelopes only, with the funds to be counted by a teller and manually entered into the account later.  These older style machines are quickly being retired and won’t be available much longer.

What Determines How Fast Deposited Funds Become Available?

You may have noticed when making a deposit that sometimes funds become available immediately, and other times it takes a while. So, what’s the difference? The difference is usually a matter of check or cash. When you deposit money, the funds usually become available almost immediately because ATMs can count the cash funds as the bills enter the machine. When you deposit a check, your financial institution has to wait for the payer’s financial institution to make the transfer, which can take some time.

How Much Does ATM Processing Cost?

ATMs rely on data networks and the ACH system to complete the transactions that users request. These networks and the ATM itself require upkeep, and delivering the data to complete transactions requires resources, so ATM processing fees are necessary to meet customer demand. It’s just like when you use a Visa, a Mastercard, or another credit card; the credit card processor requires a small fee to cover the expenses involved in making the transaction happen.

So how much should a business owner expect to pay for ATM transaction processing services? The answer is that pricing varies from one ATM processing company to another, to some extent by geographic region to the next, by the number of transactions a given business completes within the billing cycle, and the complexity of the transactions being supported.  Business owners can expect to pay a fee on every transaction, so the total amount spent on ATM processing services each month depends on the number of transactions and the per-transaction rate.

Connect with Edge One to discuss your business’s ATM transaction processing needs, and a team member will provide you with more detailed information about costs: 800-423-3343 (EDGE)

Why Choose Edge One for ATM Transaction Processing?

Edge One prides itself on reliable service, always aiming to deliver the best experience possible for our customers. We know businesses want an ATM processor that is dependable, hassle-free, and responsive to any concerns at rare moments when any issues occur. Our customers are happy to have us for their ATM transaction processing services because they can trust in our award winning professionalism and the reliability.

Here are some details about our ATM processing service that our customers can endorse:

Simple and Fair Pricing

Clear Monthly Statements

Dedicated Customer Service

Options for Check and ACH Payments

Efficient Dispute Resolution

Easy to understand Reporting

Best in class break fix repair services

Superior knowledge of the banking system and options available

Did You Know?

Edge One was named the Global Service Provider of the Year by NCR, the world’s largest manufacturer of ATMs, and there were over 550 organizations worldwide competing for this award?


We aim to keep pricing simple for at least one significant reason: we want you to know how much you can expect to pay every month. We believe that with straightforward pricing and easy-to-read monthly statements, there is minimal guesswork regarding how much to pay for monthly ATM transaction processing. We ensure that our customers have the information they need to make the most of our service and meet their businesses’ needs.

Did you know?

Edge One has maintained a 99%+ customer retention rate ever since we started measuring it over a decade ago?

Customer Service is King

The Edge One team believes customers who do not receive excellent service from their ATM processor will leave to find another. We strive for excellent experiences for our customers and our customers’ clients.

What About Dispute Settlement?

We minimize customer issues by committing to providing an excellent experience, but the businesses we support can count on us to handle disputes efficiently whenever they arise. Responsive service and customer satisfaction are important to us, so we let our customers know they can contact us about any problems and expect an acceptable resolution.

Paying is Easy with Edge One

We can run quick and easy ACH payments, or you can send payments via check, whichever is most convenient for you and your business. Edge One wants a no-hassle experience for every customer, which means paying should be simple too.

Complete Reporting

We offer reporting beyond the monthly statements to give our customers full details about the ATM transactions and provide them with powerful insights. We know that the more informed our customers are about the transactions and the data, the greater the impact on their businesses. Our reporting allows for invaluable analytics that our customer businesses use to plan and make decisions for the future.

Request More Information About ATM Transaction Processing

Is your business ready to use an ATM for the first time? Are you considering moving to a new ATM processor? Edge One is ready to meet your needs with reliable service and fair rates. If you want to learn more about ATM processing and what we can do for your business, contact us using our contact form and we will reach out to you shortly, or call us directly at 800-423-EDGE (3343). A friendly team member will answer your questions about ATM processing and assist you in becoming part of the Edge One family when you are ready!

Is an ITM a Good Investment?

Image of a person speaking to a teller via ITM. The overlayed text reads, "Offer virtual service with a smile they can still see."

Interactive teller machines combine ATM functionality with the interactivity and service of a live teller. These machines allow our clients to service their customers more effectively, improve customer experience, and save on costs, resulting in a greater return of value than traditional ATMs. Keep reading this ITM FAQ to learn more about what ITMs do, their origins, and how they can save your business money while helping your customers.

What Does an ITM Do?

ITMs have the same functions ATMs do, with added benefits that are useful for most customers. They are the next level of technology and service for financial institutions looking to find more efficient and convenient ways to assist their customers. The latest terminals provide all the services customers expect from in-person tellers in relatively small form factors. ITMs work well in even the tiniest areas, so they are excellent for department stores, lobbies, and other compact locations. Here are some of the most frequently used ITM functions:

  • Cash Withdrawals
  • Check Cashing and Deposits
  • Bill Payments
  • Card Replacements
  • Funds Transfers
  • Money Orders and Bank Checks
  • New Account Openings
  • Bank and Investment Transactions
Image of a person speaking to a teller via ITM. The overlayed text reads, "Offer virtual service with a smile they can still see."

Here is How ITMs Differ from ATMs

How is an ITM different from an ATM? What advantages does an ITM offer customers that is not available from an ATM? The answers to these questions are an ITMs ability to connect a customer to a live teller. ITM technology allows a teller to assist the customer remotely via video chat. Sometimes the best way to meet a customer’s needs is to provide service from a real person, and that functionality is unavailable at a basic ATM. ITMs offer customer experiences that promote the financial institution’s brand, improve customer approval scores, and help the institution make more money per customer and interaction. ATMs are simple machines, functional but impersonal.

How Does an ITM Benefit the Customer?

The most significant difference between an ITM and an ATM is the value of human interaction. A live remote teller can offer more banking services than a traditional ATM and tailor each experience to the customer, allowing more opportunities for your financial institution. Having a guide ready to assist and answer questions at the press of a button makes customers feel more comfortable and encourages them to do more business. Customers also like that a live teller can assist them with I.D. verification when necessary. Access to funds in smaller denominations not available at ATMs is a bonus.


What are the Benefits of an ITM for the Financial Institution?

ITMs bring financial institutions several notable advantages, including:

  • Reduced Costs Over ATMs
  • Reduced Costs Over Branches
  • Business Expansion
  • Improved Service Quality
  • More Sales Opportunities

ITMs Improve Savings and Cost Avoidance

Using an ITM could generate massive savings, especially if your organization can transform the way it operates in the future.

Imagine how ITM technology can positively impact your labor expense. ITMs reduce the number of required tellers, allowing financial institutions to reorganize and use personnel more efficiently. Our ITMs have taken some financial institutions from 20% teller utilization to 80%. ITMs also lead to savings in terms of reduced investment in teller work environments. ITMs make work-from-home tellers possible.

There is also the potential for savings as ITMs allow institutions to rebuild or remodel branches that are much smaller than before the ITM. Running a smaller location means lower property, utilities, and building upkeep costs. Closing an ITM is also significantly less expensive and involved than closing or moving a branch.

Another set of costs that ITMs nullify is the costs of ATMs themselves. ITMs cover ATM functions perfectly while increasing features and functionality.


ITMs Help Financial Institutions Expand

The convenient form factor and the complete functionality of an ITM means establishing a new branch is easier than ever. A financial institution can place itself in a new area with minimal effort, which means fewer costs to cover more territory.

Financial institutions can take advantage of the remote service aspect of an ITM to offer longer service hours. ITM tellers do not have to be local, but simply online and available, so institutions can staff employees earlier or later as most beneficial to business.

More ‘branches’ and extended hours mean financial institutions have more opportunities and more time to create long-term customers. ITM technology allows institutions to touch more people, complete more transactions, boost revenues, and see a return on investment that standard ATMs will not replicate.


ITMs Improve Quality Scores

NPS scores give insight into what customers think about a financial institution’s service. Evidence strongly suggests that customers report greater satisfaction with ITM interactions than transactions with traditional tellers and ATMs. Customer satisfaction is the ultimate factor in customer retention, and NPS scores tend to tell the truth. ITM transactions are faster, they save the customer’s time, and computers do not make counting errors. ITMs drive excellent customer experiences that keep people banking with the institutions they trust.


Interactions with ITM Tellers Lead to Increased Sales

Many of the best sales opportunities happen when tellers and bankers have a customer right in front of them. The interpersonal connection allows customers to be more receptive to new ideas and pitches about the financial institution’s products. It is one thing to show a graphic on an ATM screen with a few words about a beneficial product, but there is nothing like having a conversation with the customer in person. Well, there is almost nothing like that. ITMs offer a live conversation with the customer that is as effective as in-person interaction. The customers and agents can see each other during these virtual meetings, setting the stage for the sale.

An interactive teller machine helps the financial institution as much as it assists the customer. Customers who choose to interact with an ITM agent want to speak with a live human, and they will be listening when the agent makes a suggestion.


Staffing Gets Easier

ITMs often improve staffing and retention efforts. People appreciate remote work opportunities, and they are more likely to remain in remote positions longer. Likewise, the virtual aspect of an ITM position means financial institutions can centrally locate these employees and build a rewarding work atmosphere and culture that could help keep employees happy. When holding on to a good workforce is proving difficult, ITMs contribute to employee retention.


ITM Benefits Make Financial Institutions More Competitive

ITM technology positions our financial institution clients to achieve improved results in terms of customer service and from an administrative standpoint, which means the clients are significantly better off in the long run. ITM technology allows institutions to lean on computers to handle the numbers involved in transactions while seeking and incentivizing staff members who are more adept at connecting with the customer, taking care of the customer’s needs, and getting sales. Why would customers leave for other institutions if your firm has the latest technology and delivers consistent, high-quality service? Why wouldn’t you take advantage of reduced overall expenses and a greater return on investment? ITMs are a powerful solution to move forward in the financial industry.

This May Surprise You, but ITMs Have Been Around for Nearly a Decade

Bank of America began using its first ITMs in 2013, and the technology has slowly but surely moved forward in the time since. An ITM is a powerful piece of technology, and businesses can often be hesitant to adopt new equipment. It makes sense for institutions to take time and analyze information before implementing new technology, but something happened recently that is priming more and more banking customers to take advantage of what ITMs have to offer.

Picture of 5 varying ATM models

On the COVID-19 Pandemic and ITMs

The situation around the coronavirus made many people less inclined to interact with someone in person when the meeting is not an absolute necessity. Businesses and individuals alike are more accustomed than ever to using technology to communicate in place of physical meetings. This change was challenging for businesses and institutions at the beginning of the pandemic, but people learned to use technology to its advantage and interact remotely. The change brought on by the pandemic makes ITMs even more impactful than they were designed to be. The ability to interact with a teller digitally and complete all the tasks that an in-person transaction would accomplish is important to many people who rely on financial institutions for banking and other purposes. ITMs are a proven solution to the problem of banking for customers who want limited interpersonal activity and need access to a teller.


ITMs Drive Results, But Investment is Important

Implementing ITMs is worth it, but they require effort and a financial commitment get started. Here are some things financial institutions will need to get the greatest benefits from ITM technology:

-The Infrastructure (Hardware and Software)
-Workstations for Remote Agents
-Training and Marketing
-Ongoing Support


Required Backend Infrastructure

Institutions preparing to use ITMs need the hardware and software to make all the components work together. This investment includes endpoint control and audio/visual software, core integration, a multi-user database, and a plug-in for item processing. Putting the right equipment in place is part of modernizing for the future.


Agent Workstations Make It All Happen

Like all employees, your remote tellers will need the equipment required to operate the ITMs and assist customers virtually, whether from a call center, an office, or from home. This means an investment in standard computer equipment that allows telecommunications. Agents will interact with customers in real-time, ultimately leading to a good return on the equipment investment.


Training and Marketing are Invaluable

We want to emphasize the importance of training your employees to provide excellent virtual service. Remember that this technology is about creating a consistently great experience for the customer. Start on the right foot with a team of reliable and experienced professionals who can help you establish a baseline for success.
Another detail of starting with the best foot forward with ITM service is getting the word out about it. We have found that the financial institution’s plans and marketing for an ITM location are the difference-makers in terms of whether the ITM meets expectations. It’s just like kicking off other new products and services in that an initial marketing push is paramount, but the results will be worth the time and effort.


Continued Support is Critical

Much like a new road will need maintenance and care over time, so, too, will an ITM and the team behind it need ongoing support to maintain success. Financial institutions should consider meeting the needs of staff and ensuring the completion of hardware and software updates as part of the investment required to get an ITM up and running. Continued support empowers ITM tellers to help financial institutions reach their goals.

Customers Fully Adopt ITMs After the Second Use

Institutions ask us about user adoption and whether customers prefer using an ITM. We found that customers never go back to using a standard ATM or talking to a teller in person after their second time using an ITM. The experience feels different from what they are used to the first time they interact with an ITM, and it feels more familiar as they begin their second transaction. By the end of that second experience, customers prefer to use ITMs as their primary method of interacting with a financial institution.


The Case Study of a Fully Outsourced Branch

One of our client institutions in Iowa outsourced completely using ITM technology. This branch employs a single ITM unit with no additional FTEs and no call center. A data firm handles the backend infrastructure, and there is no on-site IT team. The branch outsources monitoring and updates. When a customer accesses the ITM, the tellers on-site at other branches receive an alert, and one teller handles the transaction via a prepared workstation. This fully outsourced branch costs the institution less than $50,000 annually, not including real estate costs. This case study proves the concept of small remote branches. We foresee similar setups in grocery stores, hospitals, and even designated locations in small, isolated towns that would otherwise have no convenient access to a branch. ITMs open many possibilities for financial institutions to provide better customer service and meet business objectives.


Is an ITM Worth the Investment?

In most cases, an ITM is a worthy investment due to the flexibility and service improvements it brings to the financial institution and the value of the potential return on the initial investment. The cost avoidance, efficiency, and increased customer service capabilities make an ITM worth it. But each Financial Institution is different, and so are the circumstances involved in determining the ROI for such an expense. The good news is, we can help.

Edge One has worked to develop a comprehensive calculator that can help in determining costs involved, potential returns, and overall ROI. We would be happy to connect if you want to learn more about ITMs, their advantages, and how you might implement them in your budget for the coming year. Submit your contact information and we will be in touch shortly or feel free to call us directly.

ATM & ITM Hook and Chain Attacks are Not Going Away

Hook with Cash - Hook and Chain Attacks Cost You Money

A year ago, we featured a post that spoke to an increase in ATM hook and chain attacks. We wish we could tell you it is all behind us. However, these physical attacks on ATMs and ITMs have not stopped. We continue to see banks and credit unions suffer costly thefts and damages. Sometimes the thieves are successful at gaining access to the cash, sometimes they are not. But either way, damage is done. It is important that we continue to spread awareness of these hook and chain attacks and provide ways that financial institutions can remain diligent and protect their assets.

What happens during a hook and chain attack?

For an ATM hook and chain attack, criminals target freestanding outside lane drive-up units. This allows vehicles to pull close and hook through the depository and dispenser slots. The thieves attach a large hook through, attached with a heavy chain to the back of their vehicle. Once connected, they accelerate. The goal of these attacks is for the force of the acceleration to open the ATM and safe door. Regardless of whether the thieves gain access to the safe, the attempt rips the ATM from the island. This results in damages to the ATM or ITM beyond repair.
These attacks usually occur late at night or early morning hours. With the thieves ultimately abandoning the vehicle used in the attack, as it is either stolen or rented, and take off in another vehicle standing by. These hook and chain attacks take professional thieves less than 2 minutes to pull all the cassettes from an ATM.

Hook on Chain - ATM security to protect against hook and chain attacks

What can I do to protect my ATM or ITM?

Thieves continue to show determination to find ways to gain access to ATM cash stores. Fortunately, there are a couple of preventative measures that you can take to help deter would-be thieves from attempting an attack on your ATM or ITM. We will discuss a couple of Edge One’s product offerings that will provide your financial institution with an added layer of security.

NCR Safe Slot Reinforcement Kits - Protect your ATM from Hook and Chain Attacks

NCR Safe Slot Reinforcement Kits

Designed as a countermeasure to hook and chain attacks, these kits remove all available space around the depository and dispenser slots, while reinforcing the surrounding area. Each ATM requires two kits to ensure total protection.

Security Gate from TPI - Protect Your ATM

ATM Security Gate

There are a variety of security gates available designed to help protect your ATMs from theft. Depending on the manufacturer, the security gate can attach to the concrete island or a slimline enclosure, similar to a kiosk. These gates use strong materials that come in a variety of colors to coordinate with your institution’s existing structure.

Contact us today to secure your ATM or ITM

Don’t leave your ATMs or ITMs vulnerable to a costly physical attack. The expert team at Edge One can provide you a no-obligation risk assessment and help you establish a plan of action to ensure your machines are safe. For more information about these, as well as other security offerings, Contact the team at Edge One at 800-423-3343(EDGE).

ATM Jackpotting – What You Need to Know

ATM jackpotting isn’t new. Back in 2010, a security researcher named Barnaby Jack took to the stage at a Black Hat security conference to demonstrate this ATM exploitation, making two ATMs dispense fake paper currency. It would be 8 years later when the first ATM jackpotting attack would occur in the United States. Now, this form of ATM attack is on the rise. So, what exactly is jackpotting and what can you do to protect your ATM investment?

What is ATM Jackpotting?

With ATM Jackpotting, thieves typically target stand-alone or retail ATMs in locations that help them avoid a bank’s security. They will often dress as a service technician and access the ATM using force or keys that are purchased easily on the internet. Once they have gained access, the criminal can connect to the ATM and install malware that enables theft of the cash reserves. They will often have an accomplice that will visit the ATM once they have left to collect the cash.

Laptop Keyboard with Hacked Key - Protect your ATM from jackpotting with Edge One

How do I protect my ATM from jackpotting?

While cyber criminals continue to look for vulnerabilities, there are several things that an ATM owner can do to help mitigate their risk. These low-cost, simple practices can help avoid being left vulnerable to cyber jackpotting attacks.

Security camera - Secure your ATM

ATM Placement

These thieves are on the lookout for ATMs that allow them to get in and gain access without detection. Unfortunately, many retail establishments will leave their ATM in a dark area in the back of the store or restaurant. It is important to place your ATM in a well-lit area that is easily monitored by staff and security cameras. Be sure to place security cameras with angles that provide a clear view of both the back and the front of the machine.

Software Updates

ATM manufacturers release regular software updates and related modifications that ensure ATMs stay ahead of potential risks and emerging threats. Old, outdated ATM software leaves your machine open to a variety of issues, jackpotting included. It is important that you install software updates as soon as possible after release.

Know your technicians

Familiarize yourself with the company responsible for the maintenance, replenishment and updating of your ATMs. Get to know their vehicles, uniforms, and your assigned technicians. Do not be afraid to ask for identification. Your ATM management company should be forthcoming and communicative so that you can stay informed of any changes in schedule or assignments.

Contact Edge One to Protect Your ATM Assets

The Edge One team can provide you with a free risk assessment to determine any vulnerabilities that may be present. Our team of professionals will provide a plan of action to ensure your ATMs are up to date, safe, and secure. For more information, Contact the team at Edge One at 800-423-3343(EDGE).

Upcoming PCI / EPP Compliance Mandates

In 2019, PCI (Payment Card Industry) announced new revisions for PCI PIN security requirements. PCI’s function is to set standards that ensure secure handling of customer PINs and data. PCI planned for a phased implementation of updates to provide a more secure method of transferring encryption keys from an ATM’s host processor to the ATM. Circumstances, such as Covid-19, resulted in an update to the compliance deadline dates. The dates below reflect these changes.

PCI PIN Security Requirement Dates:

  • December 31, 2022: Replace ATMs or upgrade EPP for ATMs with PCI PTS v1 or older
    (v1 EPPs are Less secure technology)
  • January 01, 2025: EPP hardware, firmware and software uses TR31 Phase 3 “Key Blocks”

Are your ATMs compliant?

In order to ensure the integrity of your ATMs, the current hardware and software needs an update. Failure to do so leaves your ATMs vulnerable. These vulnerabilities include risk of fraud, security attacks, data compromises and loss of revenue. As an ATM owner, the ATM networks consider you liable for any fraud or data breach involving your ATM. You could assess penalties or have any non-compliant ATMs shut down.

What actions should you take to ensure your ATMs are ready?

Prior to January 1, 2025, all ATMs will require, at a minimum, a software update. In addition, you may be required to replace your electronic PIN pad (EPP) or your ATM entirely. If you own or operate an ATM, do not leave this to chance. Contact the team at Edge One at 800-423-3343(EDGE). We will help audit your ATM fleet to ensure you are updated and compliant.


Staffing Shortages in Banking
Does your branch experience reflect the new normal?

Help Wanted Sign in Window - Staff Shortages in Banking

The last couple of years have been difficult. The pandemic showed up and turned the world upside down. In 2020, as the government and health professionals sought to contain the spread of Covid-19, life changed. Schools closed and many began working from home. We saw businesses faced with the difficult decisions of shutting down or finding safe ways to continue operating. The impact was devastating. Too many businesses were unable to recover. Those who have, have had no other option but to adapt.

In 2021 we saw things begin to open back up. With the availability of vaccines, mandates and regulations have begun to lift. People have returned to the activities they had missed. Going out to eat, taking in a movie, watching live music. Things have seemed to be returning to some form of “normal”. Yet, there is something that didn’t return. Workers. By now, everyone has seen the “Help Wanted” signs everywhere. Restaurants, retail stores, healthcare, and even banks are looking for help. For many, returning to work was either too risky or not an option due to individual circumstances. Every industry is experiencing some sort of staffing shortage, and it is impacting everyone. Flights are being canceled, there is a disruption to the supply chain, and some stores have reduced their hours or closed completely. Businesses are once again looking for ways to continue to operate or face going out of business.

Help Wanted Sign in Window - Staff Shortages in Banking

Increasing efficiency during staffing shortages

While adding staff would be a seemingly simple solution, this staffing crisis doesn’t seem to be going away anytime soon. One way that businesses can help mitigate this situation is by improving efficiency. By automating time consuming tasks, businesses can get more done with less manpower. This not only has the obvious benefit of remaining open and operational but can also help to save money. At Edge One, we offer a selection of equipment and services that can help you to improve the efficiency of your business operations.

Cash Automation

For businesses who handle a lot of cash, employees must take time away from other duties to count down tills, perform audits, and secure cash. Manually handling cash is not only a time-consuming process, but it increases the risks of theft. Security experts estimate that between 25 to 40 percent of employees steal from the companies they work for. The use of cash automation technology can reduce the amount of time staff spends handling cash. This reduces theft and accounting errors while improving the ROI.

    Edge One Cash Automation Products

Cash Recyclers

Coin Counters & Sorters

Cash Discriminators

Self Service Bank Kiosk

Self-Service Kiosks

The pandemic forced banks to close their doors and encourage their customers to use alternatives for their banking needs. Contactless options, such as digital banking and drive through tellers, have allowed banks to safely continue to service their customers.  Now, financial institutions are facing the staffing shortages that are plaguing other industries. Banks and credit unions must find new ways to increase efficiency while. By using Self-Serve technology, they can enhance their customer/members relations and improve teller efficiency. Products, such as NCR’s SelfServ line, allow customers the option to handle their own banking transactions 24 hours a day, 7 days a week. This frees up tellers to focus their efforts on other tasks, while still providing your customers access to the services they need.

Interactive Tellers (ITMs)

ITMs provide another way that financial institutions can further optimize their business operations. Drive through teller lanes have helped banks and credit unions service their customers/members during the pandemic. However, one downside has been longer lines and increased wait times. And you still need branches adequately staffed to manage these lanes. Virtual tellers offer a way to maintain that “face-to-face” contact using less tellers. Tellers can be located in a single centralized location, with the ITMs as their satellite locations. Many financial institutions who have adopted Virtual Tellers have found they needed less real estate to service the same number of customers.

Woman using an interactive teller ITM
White Armored Car - cash-in-transit services from Edge One

Armored Services

Another opportunity to improve efficiency is with armored car services. No need for staff to transport deposits, taking up valuable time and risking robbery and theft. Armored vehicle services can handle cash and check pickups, processing, and ensure your ATMs / ITMs are always ready for customers with cash replenishment. Free up your existing staff so that they can focus on other tasks.

ATM Managed Services

Edge One offers an ATM managed services program that helps reduce the tasks that you and your staff have on your plate. With our managed services, we handle everything. From purchasing the equipment, to ensuring it is always up to date and compliant, to analyzing the profitability of the terminal. The only thing you have to worry about is supplying cash and reviewing your easy-to-understand monthly statement.

Ready to Run Your Business More Effectively?

Whatever the situation, the experts at Edge One can help. Contact Us and we will help save you valuable time and money. Give us a call at 800-423-3343(EDGE) and we will put you in touch with a Financial Industry Solution Specialist will help you come up with a tailored solution that fits your needs.

Are We Headed Towards a Cashless World?

Cashless society signs

Since PayPal launched in 1999, we have seen a dramatic transformation of the payment landscape. Digital payment technology has continued to advance with bitcoin, mobile wallets, and pay by app options.  Digital payments are being adopted everywhere, from your local grocery store to the corner coffee shop. As of 2019, global digital payment volume reached a staggering $4.1 trillion. It is clear that consumers are growing increasingly comfortable with these technologies.

While the movements to digital payment options was already evident, the pandemic saw a shift in digital over cash usage. Cash is made of a fibrous material, and a notorious germ spreader. Thanks to the fear of Covid-19, cashless innovations have only continued to rise. This has left many speculating that we may see a future free of all forms of cash. While studies are showing that we may be headed towards a “less cash” society, completely cashless is unlikely.

The Problem With Going Cashless

Going Cashless is Discriminatory

During the height of the pandemic, some businesses chose to eliminate the use of cash as payment to help avoid the spread of the Covid-19 virus. This was met with mixed reactions. While some accepted and understood these business’ decisions, others felt this was discriminatory.

In a 2019 report by the FDIC it showed that 5.4 percent (7.1 million) households were unbanked. It also showed that the majority of those unbanked households are homeless, minorities, and low income. A move to cashless would result in this 5.4 percent being excluded from operating in society, making the already vulnerable even more vulnerable.

Checks Cashed Neon Sign - Unbanked households
Image of 100 dollar bill with stickers - online shopping privacy


The problem with digital, is that everything can be tracked. Consumers already must deal with retailers tracking their every move. There is a constant fear of having their data sold, hacked, and even stolen. In recent years, there been a growing awareness of online tracking and a push for digital privacy regulations. There are now protections in place to govern what websites and online retailers do with consumer data. So, what about in-store transactions? Consumers should have the right to privacy when it comes to the purchases they make. Paying with cash allows for purchasing goods and services, while keeping transactions private.

Is Cashless legal?

There are no laws that exist prohibiting businesses from not accepting cash as a form of payment. However, some lawmakers are taking action to keep businesses from discriminating against those who wish to pay with cash. The cities of New York, Philadelphia, and San Francisco, as well as the States of New Jersey, Rhode Island, and Massachusetts have laws in place to protect those unbanked customers who rely on cash. Many more lawmakers are proposing bills that would require businesses to accept cash.


Cashless payments may be convenient for consumers, but they are expensive for businesses. If you are a business owner that accepts cashless payments, you are already familiar with the fees. In 2019, card issuers made $80billion in transaction fees. In addition, online payment services such as Square and PayPal, also take a percentage of sales for the privilege of using their services. For a small business, all these fees add up quickly.

FEES on calculator - Merchant processing fees

Cash is Still King

There is no doubt that we will continue to see growth and advancements in the digital payment landscape. But there are still real needs, and benefits, for paying with cash. Here at Edge One, we are experienced and knowledgeable when it comes to cash handling. We carry a wide range of products designed to keep your cash handling processes efficient, safe, and security. For more information, check out our Cash Handling Products or Contact Us at 800-423-3343(EDGE)

Cash Management for Cannabis

cannabis leaf on a pile of cash - cash management for cannabis

The cannabis market has seen tremendous growth over the last several years. Medical marijuana is now legal in 36 states, with 18 legalizing recreational use. Cannabis sales in the United States is projected to reach $92 billion by the end of 2021. This is an increase of more than 30% over the past year. Experts are projecting that by 2025 the cannabis industry should see upwards of $160 billion. And, with the growing acceptance of the idea of legalizing marijuana, we should see these numbers continue to rise.

Despite a growing acceptance and an increasing number of states allowing some sort of legal sales of cannabis, it is still considered a “schedule 1” substance by the DEA. This means it is still illegal at a federal level. Banks under the FDIC are bound by federal law. Under strict interpretation of this law, banks are unable to offer cannabis business even basic banking services. This includes loans, credit, and even checking accounts. Accepting, transporting, and even storing money earned from cannabis becomes complicated. Until federal laws change, cannabis businesses are in a tough spot when it comes to cash management.

The Cannabis Cash Management Challenge

Without access to services such as online payments and credit card processing, cannabis businesses have no choice but to deal in large amounts of cash. Managing the cash necessary for daily business is not only a challenge, but it can be dangerous. It creates risk factors such as employee theft, accounting errors, and robbery. Cannabis retailers need a safe way to count, transport, and store their cash.

Easy Access to Cash

The cash challenge isn’t just limited to you and your business. It applies to customers as well. Not everyone carries cash in their wallet. Having an on-site ATM allows your customers to easily withdraw cash and purchase the products they need. Easy access to cash can provide revenue for your business through increased sales and ATM surcharges. Edge One has retail ATMs that can provide your customers on-site access to cash.

Cannabis ATM

Safe and Efficient Cash Handling Solutions

When it comes to receiving cash, the risks are many. The money must be counted, moved, and stored. The more cash is handled, the more the risks increase. The use of cash automation equipment can help you reduce these risks while increasing efficiency. Edge One sells an assortment of cash automation products that ease the handling of cash and coin.  With cash automation, you can quickly and accurately count, store, and dispense the cash needed for daily operations. And, by reducing the number of hands touching and counting cash, you reduce the risks of accounting errors and employee theft.

Safe Cash Management for your Business

If you run a cannabis business and are struggling with the management of your cash, we can help. Our cash automation experts can help you determine the solution to fit your needs and budget. We can handle it all, from sales and installation to service and support. To find out more, Contact Us at 800-423-3343(EDGE)