FAQ's & Trouble Shooting
This page is designed to answer some common queries without having to contact the customer helpline. If you do not find the answer to your question below then please get in touch with our Customer Support Team on 08707 877 080. If you think we should add your question to this page then please send it to web.support@tellermate.com for review.
Things to note before calling the Helpline:
Most faults can be corrected over the telephone so you will need to have your Tellermate with you when you call. You will be asked for the serial number of your Tellermate, this allows us to access additional information about your Tellermate. If you have a problem with a particular note or coin then you may need to recalibrate that denomination; our operators will guide you through this process but you will need about 50 notes or about 30 coins of the type that is miscounting.
Please do not send any equipment back to us without contacting our Customer Support Team first as you risk it being delayed or lost.
FAQ Index
Common Questions
Best Practice Checklist
Where is the Serial Number on my Tellermate?
Which containers can I use with my Tellermate?
How Frequently Should I Recalibrate?
How Can I Access the Weighing Scale on my TD/TD+?
Should I Separate Old and New £20 Notes?
Can I get Replacement Parts and Accessories?
How often will my Tellermate Need Servicing?
How Long Does a Repair Take?
Tellermate Terminology
Wrap
Float
Hod
Soft Keys
Non cash
Trouble Shooting
My Tellermate is Miscounting
My Tellermate Has Stopped Adding Up Count Totals
My Tellermate Has Stopped Automatically Changing Denomination
My Tellermate Switches Off During Use.
My Tellermate Won't Switch On.
My Printer Won't Work.
My PoundMate is Not Reading Notes Correctly.
Best Practice Checklist
- Ensure the Tellermate is placed on a stable surface away from sources of vibration.
- Ensure there are no fans, heaters, air-conditioning units or other sources of drafts near to the Tellermate.
- Check that the hod fitted properly.
- Ensure that the hod and the contents of the hod are not touching anything e.g. walls, shelves, other equipment etc.
- Check that the denomination of coin/notes on the Tellermate matches denomination on the screen.
- Check that the container/wrap/format that the money matches the container/wrap/format on the screen.
- Ensure that the notes/coins you are counting are all of the same denomination.
- Make sure that you using a Tellermate approved scoop or cup or standard banking bags or bands.
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Where is the Serial Number on my Tellermate?
If you have a TY or a TY+ model then the serial number is on the back of the machine next to where the power lead plugs into the machine. If you have a TD or a TD+ model the serial number is on the underside of the machine, next to the battery compartment.
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Which containers can I use with my Tellermate?
We recommend that customers only use official Tellermate containers for coins such as the TellerCups and scoops. Containers such as tubs, cups or boxes not provided by Tellermate should not be used with any system other than the TY3C as they may corrupt the coin and note weights. Standard banking wrappers such as coin bags, sachets and rolls, note bands, sleeves and clips will normally work without the need for any adjustment to settings, but if you experience any problems please get in touch with our Customer Support Team.
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How frequently should I recalibrate my Tellermate?
Tellermate Cash Counters have been designed to minimise the frequency with which they need recalibrating. Under normal circumstances it should not be necessary to recalibrate as Tellermate units learn to adapt to the changes in the weights of notes and coins in their environment and this learning is reset by recalibration. Recalibration should only be used when a Tellermate has been 'taught' an incorrect weight, e.g. the wrong denomination has been placed on the hod, recalibrating unneccessarily can cause the Tellermate to be less accurate. If you are finding that your unit requires calibration frequently then use the Best Practice Checklist or get in touch with one of our Customer Support Team on 08707 877 080.
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Should I Separate Old and New £20 Notes?
No, it is only necessary to separate old and new versions of notes when they are different sizes and weights. The old and new style £20 notes are exactly the same weight when in mint condition so it is best to count them in mixed bundles.
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Can I buy replacement parts and accessories for my Tellermate?
Parts and accessories are still available for all products in the TY, TY+, TD and TD+ ranges. If your Tellermate was purchased prior to 1999 and is either a TX or an FX model then parts are no longer available. To order parts contact our Customer Support Team on 08707 877 080
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Can My Tellermate Be Repaired?
If you have a TY/TY+ or TD/TD+ model then it should be possible to repair your Tellermate. Even units that have been dropped or have suffered minor water damage can usually be economically repaired. If your unit has been so badly damaged that it is irreparable you will not be charged. To arrange to send your Tellermate for rep
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What should I do if my Tellermate miscounts?
The most common cause of miscounting is environmental interference. The Best Practice Checklist identifies many of the commonly encountered problems, if once you have checked the list your Tellermate is still miscounting then please contact our Customer Support Team on 08707 877 080.
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Do I need to send my Tellermate for service?
No. Tellermates that have been cared for properly very rarely need to be serviced or repaired. If you follow the basic care instructions below then your Tellermate should have a long and happy, service free life!
Avoid dropping or banging the Tellermate.
Keep the Tellermate away from liquids, grease, oils and cleaning fluids.
Always use approved batteries, power supplies and accessories.
Keep your Tellermate clean.
Do not place excessive loads on the hod (more than 1.5kg on a TY/TY+ or 1kg on a TD/TD+)
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How long does it take to repair a Tellermate?
Where a fault cannot be corrected over the phone, the Tellermate will need to be returned and looked at by one of our technicians. In most cases TellerCover customers will be entitled to a free swap machine which will ensure that a working unit reaches them the next working day. A standard repair can take up to 21 days depending on the nature of the fault. If you are not a TellerCover customer but can't manage without your Tellermate, ask our operators about a chargeable swap.
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My Tellermate Has Stopped Adding Up Count Totals
This normally happens when the 'Auto Add' function has accidentally been turned off. To turn this feature back on for a TY or a TY+, press the menu key, scroll down to 'Auto Add' and press the menu key again so that a tick appears. Press the end key to return to the count screen. To turn this feature on for a TD or a TD+, press the tiny red button on the back of the machine near to where the power supply plugs in. Scroll down to 'Auto Add' and press the '+' key so that a tick appears.
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My Tellermate Has Stopped Automatically Changing Denomination
This normally happens when the 'Auto Scroll' function has accidentally been turned off. To turn this feature back on for a TY or a TY+, press the menu key, scroll down to 'Auto Scroll' and press the menu key again so that a tick appears. Press the end key to return to the count screen. To turn this feature on for a TD or a TD+, press the tiny red button on the back of the machine near to where the power supply plugs in. Scroll down to 'Auto Scroll' and press the '+' key so that a tick appears.
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How Can I Access the Weighing Scale on my TD/TD+?
To move between mode on a TD or a TD+, press the tiny red button on the back of the machine near to where the power supply plugs in. Scroll down to 'Weighing Scale' and press the '+' key.
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My Tellermate Freezes During Operation.
This normally happens when the Tellermate is unable to get a clear reading from the hod, use the Best Practice Checklist and if this does not resolve the problem then contact the Customer Support Team on 08707 877 080
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My Tellermate Switches Itself Off During Use.
Tellermates only switch themselves off when their power supply has been interrupted. If you are operating on battery power alone then try recharging the battery. If this does not help and the battery is more than 2 years old then we would recommend purchasing a new battery. If the Tellermate regularly switches itself off when it is plugged into the mains or when it has a fully charged battery then please contact our Customer Support Team on 08707 877 080.
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My Tellermate Won't Switch On
Ensure that both parts of the power lead are properly connected to the Tellermate and the mains, that the power lead is a Tellermate approved lead designed for use with your product and that it is not visibly damaged. If there is no charging light on the Tellermate it is most likely to be a problem with the power supply lead, and if your lead is more than 2 years old we would recommend that you replace it. If replacing the power lead does not solve the problem or the charging light is not on then please contact our Customer Support Team on 08707 877 080.
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My Printer Won't Work
You can use the following checklist to trouble shoot some common problems:
1. Check that the printer is powered up and out of standby mode before ending the count on the Tellermate.
2. Ensure that the printer is correctly loaded with thermal printer paper (for guidance on the set up consult the printer user guide).
3. Make sure that the printer is connected to the Tellermate via the 'data' port (TD/TD+) or the'printer' port (TY/TY+)
4. For a TY/TY+ models ensure that the printer is enabled in the Tellermate set up. press the menu key followed by the green enter key, scroll to option 2 'printer' and press the green enter key, change the symbol next to the option 'printer' to a tick using the menu key. Press 'end' three times to exit the set up.
If the checkpoints above have not helped you to identify the problem then please call our Customer Support Team on 08707 877 080.
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My PoundMate is not Reading Notes Correctly
Unfortunately, due to changes in the security codes of the new £20 note, the Poundmate is unable to read the new style note consistently. If the problem is occuring with other notes then it is likely that the PoundMate needs to be cleaned. Cleaning kits can be purchased from our Customer Support Team who can be contacted on 08707 877 080.
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What is... 'Wrap'
Wrap is the term that we use to describe the way that you are counting your money, this may be a container such as a scoop, till cup or bag for coins or a wrapper such as a band, clip or sleeve for notes. The wrap button on the TY/TY+ allows you to change between the different styles.
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What is... 'Float'
Float is the amount of cash in your till drawer when you start your day, TY/TY+ allow you to set a float value that can be used when you count, the Tellermate will then not only alert you when you reach the Float value that you have selected but will tell you how much cash to remove to get back to this value.
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What is... 'Hod'
Hod is the desctiption that we use for the weighing platform on the TD+ and the TY+ ranges. The hod is used to transfer the weight of the cash to the sensitive electronis equipment that the Tellermate uses to weigh it. It is very important that the hod is treated carefully and is not banged or stressed. The Tellermate should not be transported with the hod in place and the hod should always be empty when the Tellermate is being stored and when it is switched on. The hod is designed to be practical for both notes and coins but some TellerCup till cups may be more stable with the cup rest down.
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What are... 'Soft Keys'
Soft Keys are the way that we describe 'virtual keys' on the Tellermate. The soft key function is only relevant to the TY/TY+ range, and only appears on certain screens. An example of the soft key function is when weighing full bags, if you place a bag of one pence coins or a bag of two pence coins on the hod, the Tellermate will ask you to clarify which denomination you are weighing, the labels '1p' and '2p' will appear above the 'menu' and 'enter' keys. The Tellermate is asking you to press the relevant key to indicate which denomination you have placed on the hod.
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What is... 'Non Cash'
Non cash items refer to either vouchers, coupons and tokens such as retail gift vouchers, tickets, books of stamps or tokens for a meter or vending machines (for these to be counted on a Tellermate they must be of consistent size and weight). Or alternatively, cheques and credit/debit card payment slips which can be recorded on the TY+ Advanced models by typing the values in on the keypad.
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