Frequently Asked Questions
Where is the serial number for my unit? What does it look like?
Your serial number is a string of numbers and letters unique to your unit located underside of your unit. See image below for reference.
How do I clean my unit and how often does it need to be cleaned?
Standard maintenance and cleaning of the unit are important and are recommended to significantly prolong the lifespan of the product. Cleaning the unit helps prevent issues that may lead to costly repairs. We at Cassida suggest performing weekly cleaning on the unit to maintain top performance.
Below is a link to the Cassida 5520 Cleaning Procedure PDF, which can also be downloaded:
Cassida 5520 Cleaning Procedure
What is a feed gap? How do I adjust it?
Below is a linke to the Cassida 5520 Feed Gap Adjustment Procedure PDF, which can also be downloaded:
Cassida 5520 Feed Gap Adjustment Procedure
Below is also a video of the feed gap procedure:
What does this error mean?
Does my unit detect counterfeit notes?
The Cassida 5520 is designed to detect and flag any suspected counterfeit notes. This unit utilizes Ultraviolet (UV), Infrared (IR), and Magnetic (MG) (MG only available on certain model) counterfeit detection methods.
What could cause false counterfeit detection?
There are a few reasons that a detector may flag genuine currency as suspect. If bills are worn, bent, torn, or crumpled, the anti-counterfeit features needed to verify a bill as genuine may be compromised. For example, the magnetic ink on a note may wear over time or heavy use, reducing the magnetic response to below detection thresholds. If the 5520 cannot verify the correct features expected on a note, the unit will flag that currency as ‘SUSPECT’.
If sensors are dirty or damaged, the 5520 will not be able to detect the necessary anti-counterfeit features needed to verify currency as genuine.
Another possible reason is that the detection sensors may be incorrectly calibrated, lost reference, or be under operating conditions that cause false positives. In order to reduce these error types, it is advised to operate the unit out of direct sunlight and reduce interference that may cause sensor errors. If this occurs frequently under normal operation, please contact
Cassida Technical Support for troubleshooting or service.
Why is my unit counting notes incorrectly?
One of the most common reasons for miscounting is improper bill loading. In most cases the 5520 will display an error message. For description and resolution of the error, please see the
5520 User Manual, or find the previous question that discusses error messages.
The second most common reason of miscounting is poor maintenance of the unit. Eash sensor needs to be cleaned and free of any debris to operate correctly. Due to the complexity of the sensing mechanisms, the unit must be able to sense all features which are expected on genuine currency. SUSPECT errors and wrong denomination errors may occur if sensors are obscured.
In rare cases, electromechanical failure of the unit will cause all notes to be sensed incorrectly. For frequesnt, repeatable improper denomination errors, please contact
Cassida Technical Support for repair.
Does this unit process bills in customized amount?
Yes, with BATCH mode you can set a customized amount for bills while counting.
Does this unit keep count of bills added?
Yes, you can toggle on and off ADD mode for counting multiple or seperate batches of bills.
Does this unit recognize note value?
No, the 5520 does not recognize note value automatically, but with ValuCount, you can manually select the denomination you want counted and it will tally the number of bills as well as give the total value amount counted.
Does this unit sort bills?
No, the 5520 does not sort bills, it only counts.
Can this unit count a mix stack of bills?
No, the Cassida 5520 is a bill counter that can be set to recognize a specific denomination through ValuCount.
UV Model: Unit that utilizes Ultraviolet (UV), and Infrared (IR) technology to catch suspect counterfeit bills.
UV/MG Model: Unit that utilizes Ultraviolet (UV), Infrared (IR), and Magnetic (MG) technology to catch suspect counterfeit bills.
What does the 1-year warranty cover?
For warranty information, please visit:
To activate your warranty in the US or Canada, please register your product online by visiting
In other countries, go to
In most cases, the malfunction of machine can be resolved by cleaning the unit. Please refer to the question "How do I clean my unit and how often does it need to be cleaned?"
What information do I need to provide for a support claim?
When providing a support claim, please have the following information ready:
• You contact information
• The product serial number - To find your serial number refer to the second question
(Where is the serial number for my unit? What does it look like?)
• The subject of your request
• A brieif description of the failure that has been encountered.
How do I get my unit repaired?
Contact Cassida Support through our webpage at:
www.CassidaUsa.com/support-contact and create a support ticket.
The customer service representative assigned to your ticket will respond with troubleshooting techniques, or arrange for an on-site repair at our facility.
What is ValuCount?
ValuCount is a special feature on the 5520 that allows you to calculate the monetary value of a selected denomination.
By pressing the "Value" button you can cycle through anad select your desired counting denomination.
Why does my unit jam or not recognize genuine bills?
There are several factors that can cause a Cassida 5520 to jam or not recognize genuine bills:
• Overly wrinkled, overly creased, overly worn, and vandalized bills
• Foreign objects dropped or run through the bill path
• Dropping the unit or bumping into the unit during use
• A harsh change in temperature
• Extended period of non-use
• Improper maintenance or lack of preventative maintenance/cleaning
Below you can find some troubleshooting guides the help you maintain your 5520, there are also some videos at the top of the page or you can visit our
Cassida Youtube Channel that may also be of assistance:
- Cassida 5520 Cleaning Procedure
- Cassida 5520 Bill Loading Technique