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Support FAQ & Instructions - New Bank of England Polymer Notes

May 2025

Following the introduction of the new King Charles III notes on 5 June 24, it is important to ensure that your Tellermate cash counter has the optimal calibration to count both the Queen Elizabeth II and the King Charles III notes together. This will ensure that while the new notes gradually enter circulation, that the two variants may be counted together under the same denominational setting.

To ensure your Tellermate is polymer ready, the first step is to establish which model from the Tellermate range you have:

  • Touch – our touchscreen cash counter. With this device you can simply key in the new weight. Please find contact our customer service team who can quickly guide you to achieve this.
  • T-iX – this cash counter range can be manually updated via calibration with a coin combination equivalent weight or in the case of keypad models the new weight may be typed in. The weight may be permanently updated via software upgrade – this prevents the manual calibration being lost in case of any required reset of your cash counter. Please contact our customer service team who can best advise and guide you on the option that is right for you – our contact number appears below. 
  • TY, TY+, TD – These models are obsolete and Tellermate ceased production of these units more than 10 years ago. We kindly ask for your understanding that these products have no longer been supported by our customer service team since 2018 and that our help desk is only trained on T-iX and Touch cash counters. Please also see TY End of Life for more information
  • LiveSafe & LiveDrawer – please contact your head office first for updates. For direct customers please contact our customer service team.

Frequently Asked Questions

The new King Charles III bank note series entered circulation on 5 June 2024

The new notes are expected to co-circulate in slowly increasing numbers, they are not expected to overtake the existing Queen Elizabeth II notes in number for quite some time, with withdrawal of the older notes only being based on condition.

Tellermate, with an abundance of caution, advises its customers that where approximately 10 of the new £5 or £10 notes are seen mixed in with the old, that the notes to be counted are simply added in smaller batches. Counting bundles of the £5s and £10s requires first removing the band, counting on the standard loose setting as described above and then reapplying the band to the confirmed standard .

In case of questions, please contact our help desk who will be more than happy to help.

Can my cash counting device count all the new polymer notes?

For your Tellermate cash counter to be able to count the Queen Elizabeth II & the King Charles III polymer notes together, depending on the age of your unit you might need to enable and potentially calibrate in these polymer denominations. But what exactly you need to do depends on the model and current software in your machine, for your optimal option please contact our customer service team.

**It is important to note that the counting of withdrawn paper Bank of England notes is no longer supported on the cash counters offered by Tellermate. 

Having updated my Tellermate counter what should I do next? Once you have updated/calibrated your cash counter, please inform your staff and colleagues about the change on the unit to avoid confusion within your team.

 

Our Advice

Now that the King Charles III polymer notes have been in circulation for some time, we would advise our customers to contact Tellermate for the permanent ‘all inclusive’ software upgrade for your Tellermate cash counter.

You can of course calibrate manually, but this is only a temporary solution:

  • If you encounter any issues that require a reset of your unit, your cash counter will be restored back to its factory settings. This means that any previously calibrated weights are lost, and the denominations go back to the weights of the old notes/coins. Counting with the old note and coin weights could lead to miscounts.
  • By updating the software on your machine, you can avoid any such issues. Also, some units might not be eligible for an update due to their age, and we might suggest ordering a replacement.

If you are calling from a branch and are unsure about updates or instructions, please contact your head office first. They will supply you with the relevant information.

If you would like to know more about updates and the eligibility of your unit, please contact us:

  • Phone: 01633 637 123
  • Email: sales.uk@tellermate.com
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