If an ATM took your money but didn’t dispense cash, stay calm. This guide explains exactly what steps to take, what information to record, how banks investigate ATM errors, and how to get your money refunded as quickly as possible.
Why ATMs Take Your Money Without Dispensing Cash
ATM withdrawal failures are uncommon, but they happen for several reasons:
- Cash dispensing jam — bills stick together or misfeed inside the machine
- Network interruption — the ATM loses connection during the transaction
- Card or account verification delays
- Power issues — momentary resets or outages
- Machine tampering — attempted skimming or hardware manipulation
Most failed withdrawals are resolved by your bank automatically, but reporting it quickly speeds up the investigation.
Step 1: Stop Using the ATM Immediately
Do not attempt another withdrawal. A malfunctioning ATM may continue to process incomplete transactions, worsen the error, or lead to duplicate charges.
If anything looks suspicious (loose card slot, strange keypad, glued components), avoid touching the machine and report it — the issue may involve tampering.
Step 2: Record the Details Right Away
Accurate information speeds up the bank’s investigation. Capture the following:
- Time and date of the failed withdrawal
- Exact ATM location (take a quick photo if possible)
- The amount you attempted to withdraw
- Any error message or code on the screen
- A photo of the ATM if multiple machines are nearby
If the ATM displays an error number, include it in your report — it helps technicians identify the cause more quickly.
Step 3: Notify the ATM Owner or Store (If Applicable)
If the ATM is located inside a gas station, grocery store, or retailer, notify the staff. They may temporarily disable the machine to prevent others from experiencing the same issue.
Step 4: Contact Your Bank or Credit Union Immediately
Report the failed withdrawal right away. Banks can begin a transaction trace, verify that cash wasn’t dispensed, and submit a reimbursement request to the ATM operator.
When you call, be prepared to provide:
- The ATM location
- The withdrawal amount
- The exact date and time
- Error message or behavior of the machine
Most banks resolve ATM disputes within a few business days, especially when the ATM belongs to the same bank. If the ATM is owned by a different bank or an independent operator, investigations may take slightly longer — but you are still protected.
Your Legal Protections for ATM Errors
Federal law protects debit card users from ATM malfunctions. When you report the issue promptly, your bank must investigate and correct unauthorized or failed transactions.
If the ATM belongs to another bank or is independently operated, your bank works with the ATM owner’s network to confirm the error and refund your money.
How Long Does It Take To Get Your Money Back?
Most ATM withdrawal disputes resolve within a few days. Some cases may take up to 10 business days depending on the ATM network involved. Your bank may issue a provisional credit while the investigation is in progress.
How To Avoid Future ATM Withdrawal Issues
- Use ATMs physically located at banks whenever possible
- Avoid machines with signs of physical damage or loose components
- Watch for network error messages before inserting your card
- Prefer cardless or contactless ATMs when available
- Check your bank’s ATM withdrawal limits before requesting large amounts
More tips: ATM error and dispute resolution guide
