EMV Troubleshooting Guide for ATM Owners and Operators

Publication Date: November 2017

The implementation of EMV at U.S. ATMs continues at a steady pace. Many ATM owners and operators are now beginning to feel the impact of the U.S. ATM liability shifts. ATM owners and operators are seeing new transaction scenarios and are at risk of incurring chargeback and fallback penalties.

This document was developed by the U.S. Payments Forum ATM Working Committee to provide recommendations to help ATM owners/operators prevent some common transaction problems, and offer suggestions for troubleshooting problems when they do occur. Topics covered include:

• Preventing common transaction problems by ensuring data integrity and monitoring transaction activity
• Troubleshooting tips to determine the scope of the problem and to watch for possible problem scenarios

This document does not cover the dispute process (e.g., chargebacks, re-presentments), since the requirements and policies of industry stakeholders may vary. Consult with the acquirer processor or payment network for specific information about rights and obligations surrounding the dispute process.

The hardware required to support EMV varies based on the ATM manufacturer and model; however, the ATM provider has the responsibility to ensure that all hardware is EMV capable prior to starting EMV implementation.

A recommended best practice is to test the EMV implementation prior to production implementation. This may require test cards with each Application Identifier (AID) supported by the ATM processor. The ATM provider should coordinate testing of EMV functionality at their terminals with their ATM independent sales organization (ISO) or processor, and should explore acquisition of any available test cards with their ATM ISOs or processors, and/or directly with the payment networks.

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