Need a hand?

Just pop your question below to get an answer.

Why was my ATM withdrawal declined?

Check the withdrawal in your history

  1. From your home screen, open your transaction list
  2. Filter to include all transactions
  3. Tap on a withdrawal
  4. View details and manage the transaction
  5. Tap 'Get help' at the bottom if needed

If you have been charged incorrectly, you will see support options after you tap 'Get help'.

If you cannot find the withdrawal in your history

If your card is getting declined, and you do not see a declined withdrawal in the app, follow these steps:

  1. Open Cards category in the Help Centre
  2. Tap on your card
  3. Select the option that best describes your problem

Withdrawal is pending

A cash withdrawal will be pending once the transaction is authorised. If you received the cash, it should be completed within a few days. If you did not receive the cash, the transaction will automatically be reverted after a specified date.

We cannot revert or complete a pending withdrawal any sooner than this date.

How to check a pending withdrawal

  1. Go to your transaction history
  2. Tap on the withdrawal
  3. Check the 'Status' section to see the reversal date

If you have any issues with a withdrawal, you should always contact the ATM provider first.