ATM Shutter Gluing Attacks: A Critical Safety Awareness Update for Field Technicians 

ATM attacks continue to evolve, and a recently reported method presents a serious personal safety risk to field service technicians—particularly those servicing remote or island ATM locations. This article outlines how the attack works and reinforces the safety practices technicians must follow when responding to failed dispense calls. 

Understanding the Attack 

In this scenario, criminals intentionally glue the ATM shutter closed from the outside. When a customer attempts a cash withdrawal, the shutter fails to open, resulting in a failed dispense and triggering a service call. 

The risk escalates when a technician arrives on site to investigate the fault. Upon opening the ATM safe, the technician may be confronted by an armed individual who then steals the cash cassettes. The failed dispense is deliberately used to lure the technician into a vulnerable situation. 

Required Safety Protocols for Failed Dispense Calls 

When dispatched to a remote or island ATM for a failed dispense, technicians must follow a disciplined, safety-first approach. 

Step 1: Conduct a Thorough External Inspection 

Before proceeding with diagnostics or opening the ATM, carefully inspect the shutter area. 

Look for any signs of tampering, including: 

• Visible glue residue along the shutter 
• Scuff marks or damage around the shutter opening 
• Any modification that interferes with normal shutter operation 

If tampering is suspected, do not proceed with service. Leave the site immediately. Notify the financial institution so law enforcement can be alerted and contact your regional service manager to report the location. 

Step 2: Review Diagnostics Carefully 

If no external tampering is visible, enter diagnostic mode and review the most recent error code. Confirm whether the failure indicates a shutter-related issue. 

While shutter failures can occur naturally, every shutter error should be treated as a potential setup. The safe should only be opened if you are completely confident that the environment is secure. 

Step 3: Maintain Situational Awareness 

If opening the safe is required, always remain highly alert. 

Pay close attention to: 

• Surroundings: Is the ATM located in an isolated area or a high-visibility location? 
• People and Vehicles: Watch for individuals or vehicles lingering nearby 
• Timing: Exercise increased caution during nighttime, low-light conditions, or low-traffic hours 

If anything feels unusual or unsafe, stop work immediately and leave the site. 

Step 4: The Golden Rule: Safety First 

Always trust your instincts. If you feel unsafe for any reason, discontinue service and leave the area. 

If a call is aborted due to safety concerns, contact your manager for support. Your personal safety is the top priority—no repair, service task, or recovery is more important than your well-being. 

Key Takeaway 

This attack method relies on creating a service call to intentionally place technicians in harm’s way. Careful external inspection, proper diagnostic review, and heightened situational awareness are essential to preventing incidents. 

When in doubt, disengage and escalate. 

Stay alert. Stay safe. 

Reminder: At-Risk ATM Management and Safety Procedures 

Wittenbach is contractually obligated to service and maintain ATMs across a wide range of locations, including sites that may require service outside of normal business hours. We recognize that conditions vary and that certain environments may present elevated personal safety risks. 

This serves as a reminder of the safety guidelines outlined in Risk and Safety Training and reinforces our commitment to protecting the health and well-being of our employees while performing ATM-related duties. 

At-Risk ATM Classifications 

ATMs identified as higher risk are categorized in our system as follows: 

• No Night Service: Maintenance restricted to daylight hours only 
• Two-Man Rule: Two technicians required for service after dark 
• Armed Guard Service: Security escort required during service 

Armed Guard Procedures 

When servicing an ATM requiring armed guard support: 

1. Dispatch Notification: Dispatch will advise if a unit is flagged as at-risk 
2. Manager Consultation: Confirm with your manager whether service is necessary 
3. Scheduling: Customer Service will coordinate armed guard coverage, typically within 24 hours 
4. Punctuality: Once a guard is scheduled, technicians must arrive on time. Guard cancellations are billable regardless of notice.