This paper addresses the problems involved in service recovery in a self-service technology context, in this paper called self-service recovery. Interviews with both customers and employees about service recovery aspects within a self-service technology context show differences and similarities between those two groups. Contextual issues are also discussed. The results show that a satisfying service recovery requires that the personnel are involved and that although, to some extent, outside the self-service technology context the company provides customers with a satisfying service recovery this is not the case within the self-service technology context of the company