Experiencing Difficulty

If you experience difficulty while using one of our ATMs, please review the FAQ section below before calling our Customer Service Team.

Q. What do I do if the cash machine does not return my card?
Q. What if my card is captured by the cash machine?
Q. Why can Cardpoint not tell me what has happened to my card?
Q. What happens if I don’t receive the money I requested?

Q. What do I do if the cash machine does not return my card?
A. You should tell your card issuer (bank or building society) as quickly as possible who will advise you on the next course of action. The retailer will not be able to return your card due to legal requirements.

Q. What if my card is captured by the cash machine?
A. If the card has been taken by the cash machine you need to contact your card issuer and get them to re-issue you with a new one if they are willing to do so. Usually a card is captured if it is expired, not activated, or the chip/magnetic strip cannot by read by the card reader.
Once the card has been captured is stored within the cash machine, and there is no risk to your card. The next time one of out trained engineers attends that machine, it will be removed and destroyed.

Q. Why can Cardpoint not tell me what has happened to my card?
A. Cardpoint must follow the LINK guidelines which applies to all members. These procedures aim to deal with all queries in a standard and secure way ensuring resolution in a timely manner for the benefit of all cardholders.

Q. What happens if I don’t receive the money I requested?
A. Firstly you need to establish with your bank if the money has been debited. It is common that any change will automatically be corrected and reflected on your account within a short period of time.
If the money hasn’t returned to your account within this period you need to make a note of the cash machine ID number which you can find on your receipt if requested, or on the cash machine itself.
Once you have the ID number you need to contact your bank either by contacting your branch or possibly your banks customer service telephone number and then request the “cash machine dispute form” which your bank will fill out on your behalf. They will then send that form off to us here at Cardpoint. We will then investigate the transaction and re-credit your account within 10 working days.