Why didn't an ATM give me cash?

Why didn’t an ATM give me Cash?

It happens: you go to an ATM doesn’t give you cash and, and in some cases, the amount is still deducted from your account.

1. First, check your card limits in your card settings and make sure ATM withdrawals are active.

2. Make sure that you personal limits are set higher than the amount you want to withdraw.

3. Please be aware that you can only withdraw as many funds as you have deposited on your account. Otherwise, if you don’t have an overdraft, the withdrawal will be rejected.

4. The fixed maximum daily (24 hours rolling) limit for withdrawals is 2500€. Some ATMs have their own limits in place, so it can happen that you can’t withdraw your daily limit at once.

If you didn’t receive cash from the ATM, but the amount was still charged from your account, we’re happy to help you:

The amount that was deducted from your balance is only an authorization, meaning that the amount is blocked or reserved to be debited by the merchant. When the merchant debits the amount, it’s called a settlement of the transaction. If your transaction was not successful the authorization normally expires within a matter of hours - or a maximum of 12 working days - and is then automatically credited to your account again. Only in case the transaction has been settled we can charge back the amount from the merchant. You can see whether a transaction has been settled when it appears on your downloadable monthly statement (not only in your transaction list in the app).

This means: If the amount appears on your monthly statement and/or hasn’t been credited back to your account after 12 working days, you can file a chargeback with us.

In the meantime, we suggest you try another ATM from a different operator. This rarely happens twice in a row.