Having your card kept by an ATM can be stressful. The good news is that in most cases, your money is safe. Here’s what to do next to protect your funds and understand what happened.
Why an ATM may keep your card
An ATM can retain a card for several common reasons:
- The wrong PIN was entered multiple times
See: How to check your ZEN card PIN code - The card is restricted or expired
See: How to order a new physical ZEN card - The card is physically damaged
- The card wasn’t taken from the reader in time
- The ATM experienced a reader or system failure
If the ATM froze or turned off
If the ATM froze, shut down during the transaction, or the card reader stopped working, wait about 5 minutes before leaving.
Some machines restart automatically and eject the card. Leaving too early can increase the risk of the card being taken by someone else.
If the card is not returned
If the card stays inside the ATM:
- Block your card in the ZEN.COM app to prevent any further transactions.
- Contact the ATM operator and report the card retention or machine failure. You’ll usually find an emergency phone number on a sticker on the ATM.
- Contact our Support Team as soon as possible so you can secure your funds and get help with the next steps.