Did your cash withdrawal fail? The good news is that most ATM issues have a simple explanation and don’t mean your money is lost.
If the withdrawal didn’t work, try another ATM first. If the issue happens again, one of the reasons below is usually the cause.
Common reasons an ATM withdrawal may fail
-
Your card isn’t ready to use
Your ZEN Card may be blocked, restricted, or inactive.
Check your card status in the ZEN.COM app and activate or unblock it before trying again. -
Contactless withdrawal didn’t register
If the ATM supports contactless withdrawals, hold your card or phone closer to the reader and keep it there a little longer. -
Your wallet token has expired
If you’re using Apple Pay or Google Pay, the card token may no longer be valid.
Remove the card from your Apple Wallet or Google Wallet app and add it again. -
Not enough available funds
Make sure you have enough available balance in your ZEN account before retrying. -
You reached your daily limits
ATM withdrawals are limited per day.
You can adjust your ATM withdrawal limits in the ZEN.COM app if needed. -
Your physical card is damaged
If the card is bent or worn, the ATM may not read it correctly.
Ordering a replacement physical card usually fixes this. -
The ATM had a technical issue
Sometimes the ATM itself malfunctions.
If your card was kept by the machine, see what to do if your ZEN card is stuck in an ATM. -
You entered an incorrect PIN
Entering the wrong PIN can stop the withdrawal.
You can always check your card PIN safely in the ZEN.COM app. -
Cash wasn’t taken in time
If cash isn’t collected quickly, the ATM may pull it back in.
See what to do if the ATM retracted your cash.
When you should contact us
If none of the situations above apply, or if the ATM did not dispense cash and the transaction appears as “Completed” in your ZEN account, contact us directly in the ZEN.COM app.
- Open the transaction and expand the details.
- Tap “Get help”.
- Select “ZEN Care” and describe what happened.
- Add the ATM number or location, and attach a photo of the receipt if available.
Once you submit this, our team will contact the ATM operator and check the status of your withdrawal. We’ll keep you informed as soon as there’s an update.
See also: How to withdraw cash from an ATM