Need a hand?

• Restrictions may have been applied by the external financial institution
• There may be technical issues on the external financial institution's side

Since we have no visibility of the declined withdrawal from our side, we ask that you fill out this form so we can get in touch with the financial institution and resolve the matter as soon as possible.

You can also try to troubleshoot your declined withdrawal by using this link.

• Go to 'Home' on the bottom menu
• Tap 'See all' to open your transactions list
• Select the transaction that was declined to view its details. You'll see the reason for the declined withdrawal in the 'Status' section
• For more help, tap 'Get help'

If you've been charged incorrectly, you'll see support options after you tap 'Get help'.

If an ATM withdrawal transaction is reverted, it means that the transaction was cancelled and the funds were released back to your available balance immediately.

This can happen if the ATM provider decided to cancel a payment, or if they didn't claim the funds within their allocated time.

To find out why this may have happened, contact the ATM provider directly.