Cash machine problems: What to do when something goes wrong

Contents:

• Haven’t received any money, but your card has still been debited?

• When the cash machine keeps your card

• Cash withdrawal declined: what could be the reason?

• How to avoid problems with your next cash withdrawal

• Conclusion: When the cash machine plays up

Haven’t received any money, but your card’s been debited anyway?

You’re on holiday in Italy and want to withdraw 200 euros from a cash machine. The machine works, briefly displays an error message and then stops the transaction. No cash comes out. However, the amount is already shown in your card app. Is the money gone now?

Not necessarily. In the event of a technical fault, the amount may initially only be reserved. The reserved amount may be released later. Nevertheless, you should report the incident to your card provider as soon as possible, rather than waiting for an automatic reversal.

Here’s what you should do:

• Make a note of the details: Record the location, operator and number of the cash machine, as well as the date, time and amount. Keep any receipts.
• Check the transaction: Check your card app to see whether the amount has only been provisionally reserved or has already been fully debited.
• Contact your card provider: Report the incident immediately, even if the amount has only been reserved or you have only received part of the cash.

Good to know: If a cash machine fails to dispense the correct amount, you can report the problem to Swiss Bankers using the Disputed Transactions form.

If the cash machine keeps your card

You’re waiting for the machine to return your card. But nothing happens. Instead, an error message appears and the card remains in the machine. This is frustrating, especially if you’re out and about and need cash.

It doesn't necessarily mean someone is trying to commit fraud. Sometimes it’s down to a technical fault, sometimes to a security block. The important thing is that you react correctly now.

Here’s what you should do:

• Block your card: Contact your card provider immediately and have the card blocked. With Swiss Bankers, you can do this directly via the app.
• Contact your bank: If the cash machine is located in or near a bank branch, ask there whether and how you can get your card back.
• Do not accept help from strangers: Do not let strangers help you and never disclose your PIN.
• Arrange for a replacement card: Check with your card provider whether the card needs to be replaced and how you can obtain a new one.

Cash withdrawal declined: What could be the reason?

You enter your PIN, select the amount you want and wait. But instead of cash, the message ‘Transaction declined’ appears. This doesn’t necessarily mean your card has been blocked. Often, there’s a completely different reason behind it.

These are the most common causes:

• Insufficient available balance: The requested cash withdrawal exceeds the amount currently available on your card – possibly due to additional fees.
• Withdrawal limit reached: Both your card and the cash machine may impose a limit on the maximum withdrawal amount.
• Card not accepted: Not every ATM supports all card types. Look out for the relevant card logo.
• Incorrect PIN or security block: Entering the wrong PIN or a security setting may prevent you from withdrawing cash.
• Technical issues: Sometimes it’s simply down to the ATM or a temporary connection fault.

What can you do? First, check your available balance, your withdrawal limit and your card settings. Do not try multiple times in a row at the same machine. If there is no PIN or security block, you can try withdrawing a smaller amount at a different machine. If the withdrawal is still unsuccessful, contact your card provider. With Swiss Bankers, you can check your card settings directly in the app.

How to avoid problems the next time you withdraw cash

Not every problem at a cash machine can be prevented. Nevertheless, there are a few things you can bear in mind before you insert your card and withdraw cash.

These tips will help you:

• Choose a safe location: Where possible, use cash machines inside bank branches or in well-lit, busy areas.
• Check the machine briefly: Look out for loose parts or unusual attachments on the card slot and the keypad. If anything looks suspicious, it’s best to choose a different machine.
• Protect your PIN: Cover the keypad whilst entering your PIN and make sure nobody can see what you’re typing.
• Keep an eye on fees: Some ATMs charge additional fees. Read the terms and conditions displayed on the screen before confirming the transaction.
• Choose the local currency: If the cash machine asks whether you want the withdrawal to be charged in Swiss francs or the local currency, generally choose the local currency. With Dynamic Currency Conversion (DCC), the amount is converted immediately, often at a less favourable exchange rate or with additional charges. Find out more in our article ‘Understanding DCC: How to avoid unnecessary costs abroad’.

Tampered cash machines can also pose a risk. In a process known as ‘skimming’, criminals attempt to steal card details and PINs. You can find out how to spot such tampering and how to protect yourself in our article ‘Spotting skimming: How to protect your card’.

Our tip: Where possible, don’t wait until you urgently need cash to withdraw it. A small cash reserve and a second card can save you a lot of trouble if the nearest cash machine happens to be out of order.

Conclusion: When the cash machine plays up

No cash dispensed, a card retained or a withdrawal declined – problems like these often happen at the worst possible moment, especially when you're abroad. If you're unsure what caused the problem, avoid making repeated attempts at the same cash machine. Make a note of what happened, check your card transactions and contact your card provider if anything looks wrong. This will make it easier to investigate the issue.