Safescan Reviews 

I would like to say a special thank you to Emma for her excellent help, patience and professionalism.

I contacted Safescan regarding an issue with my Safescan 2685-S, and Emma was extremely helpful throughout the whole process. She took the time to understand the problem, provided clear information and genuinely tried to help me find a solution.

I am particularly impressed with the after-sales customer service provided by Safescan. It is reassuring to know that a company continues to care about its customers even after the purchase.

Thank you very much, Emma, and thank you to the entire Safescan team for the excellent customer service and support. I really appreciate your help and the way my enquiry was handled.

Highly appreciated and definitely deserves recognition.
Benyamin

We bought a safescan counter few months ago, with the 14 days return, the machine was making errors E4- E5 and has not been able to detect the fake notes. I contacted the customer service, requesting a return . I was requested to take pictures and vedios of the faulty machine. I emailed them but had an email back which advise to return the machine. I had the origonal box but as I was intending to keep the machine, i disposed off the internal packaging and manual. After returning the machine, the agent rejected the return based on the missing origonal packaging and dusty machine as allegedly stated.
I then emailed with my right to return as the consumer act right but the agent insisted on rejecting the return. After numbers of emails, I had an email from the General Manager to insist on the rejection.
This is a very bad experience as I bought two for my supermarkets. They have my machine and not refunded me with anything yet.
Not Happy at all,especially when the machine is not fit for purpose and had a very bad experience. They could repackage the machine and resell but I cannot use it for money while it makes errors and not detecting fake notes at all.

Emma provided exceptional customer support when my Safescan 155 ran into an error. She made the return and calibration process completely effortless, and my device is now working perfectly. Thank you, Emma, for your amazing service!

Shocking after-sales service and an exhausting experience from start to finish.

I bought a Safescan 2850 cash counting machine and, within a short period of time, it developed a serious fault: it was tearing and damaging banknotes during normal use. This was not a minor issue or user error — the machine was clearly not functioning properly.

What followed was one of the most frustrating customer service experiences I have had with any company.

When I first contacted Safescan, instead of properly addressing the fact that the machine was faulty, they immediately pointed to their 14-day return policy, even though this was obviously not a change-of-mind return. It was a fault complaint about a defective product. That alone set the tone.

After I provided evidence of the fault, I was told to send the machine back for inspection. I followed their process and returned it as instructed. Once they had the product back in their possession, the entire approach changed. Rather than dealing with the original defect, they claimed the item had been damaged in transit and used that as the basis to refuse a repair, replacement, or refund.

What I found particularly shocking was the tone and attitude throughout. The responses felt cold, dismissive, and completely lacking in any genuine attempt to help. There was no real sense of accountability, no meaningful effort to resolve the issue fairly, and no customer care whatsoever. Instead, I was repeatedly presented with unacceptable “options” — either let them scrap the machine or have it sent back — despite the fact that the machine had originally been returned because it was faulty.

Even more frustrating, I challenged the photos they relied on because they did not look like the box we had packaged and sent, but that made no difference. The company simply repeated its position and refused to take proper responsibility. At no stage did I feel they were trying to reach a fair outcome. It felt like they were looking for a way out of dealing with a faulty product rather than trying to put things right.

The whole experience was draining, time-consuming, and completely unnecessary. No customer should have to fight this hard over a machine that was defective in normal use. In the end, I had to recover my money through my bank rather than through Safescan themselves, which says everything.

A good company is judged not just by what it sells, but by how it behaves when something goes wrong. Based on my experience, Safescan’s aftercare was appalling. I would strongly caution anyone considering buying from them, because if something goes wrong, do not expect fair, helpful, or respectful treatment.

I contacted Safe Scan's customer service helpline number and the agent that I spoke with, Emma, was really helpful. I explained the problem that I was having (coin counter counting coins that weren't present - even with no money in the hopper, it was counting £2 every second). Emma told me that it was likely a sensor issue and emailed me instructions within seconds on how to clean the sensors.

5 minutes later, with the machine put back together and the sensors cleaned, the coin counter works like new again.

Absolutely brilliant customer service.

Robert was very Helpful.
Our 2 SafeScan Machines were not updating to the latest software, was rejecting the new king charles note. Hence, we contacted safecan via email. Robert was very helpful throughout the process and he even went above and beyond to solve our issue. The machines were updated via remote connection and the issue is resolved now.

I had amazing support from Gary today. We were really struggling to update our note counter and he took me through step by step on how to install it. He even did some of it for me by logging into my PC.

Thank you!

Hi Matt Kliewer,
I've been trying to contact you regarding the cord that was sent to me. If you can please email me or call me. I've contacted you through email and phone. Have left multiple voicemails. I just need assistance with connecting the cord.

Reply from Safescan

6 days ago
Dear Cristina,

Thank you for getting in touch again and we are really sorry that previous contacts have not been received into our system. Now having your contact information, we understand that your issue has been resolved and that a replacement cable has now been sent to you. Hopefully this resolves your issue satisfactorily, but if you need any further assistance, please don't hesitate to reach out to us.

With kind regards,
Safescan

We have been struggling to find a printer that is compatible with our carnation money counter & this hidden gem of a brand came through with the perfect printer for us! I look forward to using our new safescan printer every day! Thank you Safescan!

Terrible Customer Service! I have contacted info@safescan on several occasions without a response. I have also submitted return/repair requests and have not received a response regarding next steps.

Robert the call handler was fantastic professional and very very informed helped me update my money counter cant thank him enough top marks to him and safescan.
Ahmed Shirley post office

The counterfeit detector that we have had for a number of years needed updating and Robert sorted it in 6 minutes thank you very much for your help... very impressed

NEEDED HELP WITH DOWNLOAD CUSTOMER SERVICES WERE GREAT TRIED TO HELP BY EMAIL THEN WAS ABLE TO TALK TO EMMA ON CUSTOMER SERVICE AND SHE SORTED ALL VERY QUICKLY
REALLY APPRECIATE
THANKS

GREAT HELP FROM GARY. UPDATE FOR ME 155-S.

We have 2 x Timemoto tm626 devices and they have proven extremely unreliable, Both are running the latest firmware, both are connected to AP's no more than 15ft away, both freeze, both fail to read both fobs and finger prints. Both need regular reboots. The software is dire and I was told it hasn't been updated because they want you to pay for the cloud version. Wished we hadn't wasted nearly £800 on them. Utter rubbish. Just too unreliable to be used in a business environment.

Edit:

Following your reply to this review, We have been in touch with you in the UK and initially got some help, but have since been told that as these were bought from a dealer via Amazon you can no longer help. We have had no joy from the dealer. We attempted an RMA to you in the UK but this was rejected for the reason above that the devices were bought via Amazon. Devices have been updated with the latest firmware.

I phoned safescan this morning and spoke to Gary in support. Gary was extremely helpful and explained everything in such detail. He communicated so well and was ever so patient.
Frances

My query was dealt with promptly and efficiently. Excellent customer service from Gary.

Great piece of kit.
I required a bit of assistance in configuring my TM-626 so I contacted Robert in support who was very knowledgeable. Well he had all my issues sorted out within a few minutes and gave me a good demonstration on how to use the system.

Excellent support service!