Something went wrong...
Sometimes something goes wrong at an ATM or doesn't work as you expected. We are happy to help you. Contact us by phone, contact form or sign language interpreter, and together we will see how to fix the problem as quickly and as well as possible.
Also check out some common situations and what you can or should do.
Something went wrong with a transaction
If the notes do not come out of the ATM, there is often a technical malfunction. This is also shown on the screen. The transaction has been aborted by the ATM. Check your account to see if the amount has been debited. If it has, the amount is in most cases automatically reversed within a few minutes. This may vary from bank to bank.
If this does not happen, contact your bank. They will start an investigation, note down the time, date and ATM number. You will find these details on your statement of account.
Geldmaat can only look at what happened in the ATM. Due to privacy laws, we are not allowed to view your account details. The bank can.
The bank takes action and contacts Geldmaat if necessary.
You can also be a victim of cash trapping, so always check if you see anything suspicious. How do you recognise such a cash trap? Normally there is a recess on the ATM where your money comes out, of about two to three centimetres. If there is a metal plate in front of it that makes it invisible or only a few millimetres, something is not right. Do you suspect cash trapping? Then call the police or the number on the ATM.
If there is a technical malfunction on the ATM, it will appear on the screen. The transaction has been aborted by the ATM. Check your account to see if the amount has been debited. If it has, in most cases the amount is automatically reversed to your account within a few minutes. If this does not happen, contact your bank. They often begin an inquiry, write down the time, date and ATM number.
We can only look at what happened in the ATM. Due to privacy laws, we are not allowed to view your account details. The bank can. That information is needed to complete the full picture. The bank takes action and contacts Geldmaat if necessary.
You were too late taking out your notes or you forgot to take out your money. In that case, the ATM will withdraw the notes again.
With some banks, the amount is usually credited to your account the next day. This may vary from bank to bank.
If your money is not credited to your account, contact your bank. Geldmaat can only look at what happened in the ATM. Due to privacy laws, we are not allowed to view your account details. The bank can. Your bank takes action and contacts Geldmaat if necessary.
If more investigation is needed, they will wait until it is the ATM's turn to be filled and/or emptied. For ATMs that are not used much, this may take several weeks. We then check whether there are any irregularities.
