Frequently Asked Questions (FAQ)

If you are an ATM user and require assistance;

My card has been retained by a Cashzone ATM, can I get it back?
If your card has been retained, it is safe and you need not be concerned about it being taken and used by anyone else. Cashzone are an independent ATM operator and the LINK rules state that neither Cashzone nor the retailer is able to return your card. Please contact your card issuer at your earliest convenience to let them know what has happened so that they can cancel your card and issue you with a new one. We apologise for any inconvenience this may cause.
The machine did not dispense my money how do I get this back?
It is very rare for an ATM to fail to dispense the full or partial amount requested. When this does happen, the ATM will usually acknowledge a failed/ incomplete dispense and automatically ensure that the money taken from your account is corrected to reflect the amount of cash dispensed. This can take up to 48 hours. If the ATM has failed to dispense the correct amount, it is always advisable to contact your card issuer as soon as possible and ask them to dispute the transaction for you. A transaction dispute is a request from your card issuer, to us, requesting we investigate the transaction and authorise a re-credit if the investigation indicates funds were not dispensed.
My card issuer has raised a dispute against my transaction, what happens now?
It is very rare for an ATM to fail to dispense the full or partial amount requested. When this does happen, the ATM will usually acknowledge a failed/ incomplete dispense and automatically ensure that the money taken from your account is corrected to reflect the amount of cash dispensed. This can take up to 48 hours. If the ATM has failed to dispense the correct amount, it is always advisable to contact your card issuer as soon as possible and ask them to dispute the transaction for you. A transaction dispute is a request from your card issuer, to us, requesting we investigate the transaction and authorise a re-credit if the investigation indicates funds were not dispensed.
The ATM did not issue me with a receipt, what do I do?
Unfortunately ATMs occasionally experience faults, this may mean that the machine is unable to issue a receipt. If this does happen, Cashzone is unable to provide a receipt in these cases. If proof of withdrawal is required, we advise that you contact your card issuer who may be able to help.
I have forgotten to take the money from the machine, what happens now?
If you have requested cash and forgotten to take it, in most cases the machine will recognise this has occurred and within a short period of time will take the notes back into the machine, providing the money has not been taken by someone. In these circumstances the money would not be automatically reimbursed back to your account. You should contact your card issuer and ask them to dispute the transaction for you by raising a claim.
I raised a claim to dispute a transaction with my card issuer however it has been declined?
Once a transaction investigation has been concluded, the result is provided to your bank. If your claim has been declined, your card issuer will be able to explain the findings.


If you have a fully managed ATM and you have a query regarding a Cashzone ATM on your premises;

My ATM has developed a fault, what do I do?
Whilst technical problems are rare, unfortunately they can sometimes occur. Our live monitoring system automatically detects the majority of faults on the ATMs and raises fault tickets for investigation by our teams. If you would like to report a fault or to obtain further information regarding an existing fault, please contact the Customer Support Team.
I would like to discuss my contract/or a change of ownership;
In order for us to be able to discuss your contract with you, we need to initially verify that you are the contract holder. We would therefore suggest that you request a call back by either e-mailing or writing into us with your signature attached. Email: PCC@cardtronics-eu.com or phone 01707 632 839


If you have a self- maintained/fill ATM and you have a query regarding a Cashzone ATM on your premises;

My ATM has developed a fault, what do I do?
If you maintain your own machine and are experiencing difficulties filling /balancing or clearing a fault, please refer to your ATM guide for instruction on how to perform first line diagnostics on your ATM. If you have attempted first level diagnostics and are still unable to resolve your fault, please contact the Customer Support Team, who will investigate the issue and if required will be able to arrange for one of our engineers to provide you with technical support over the phone to assist with bringing your machine back into service.
I would like to discuss my contract/or a change of ownership;
In order for us to be able to discuss your contract with you, we need to initially verify that you are the contract holder. We would therefore suggest that you request a call back by either e-mailing or writing into us with your signature attached. Email: PCC@cardtronics-eu.com or phone 01707 632 839


Security and Fraud

If you suspect a machine has been exposed to fraudulent activity;
We take claims of fraudulent activity and tampering very seriously, if you suspect that a machine has been attacked, or if you see any unusual activity around a machine, please reported it to us immediately. Our dedicated Fraud Analysts will investigate your report and take any necessary action.
Email Fraud@cardtronics-eu.com
If you suspect your card has been retained fraudulently;
Contact your bank immediately to inform them that your card has been retained, please then contact us so that our dedicated Fraud Analysts can investigate and take necessary action to protect others from criminal activity.
Email Fraud@cardtronics-eu.com
If you are a member of the police force seeking information from us;
If you are a police officer who is seeking information from us, please e-mail our Security team on:
Email Police@cardtronics-eu.com


Other FAQs

How do I find a Cashzone cash ATM?
Cashzone ATMs are located in most towns and cities across the UK, in many of the retail locations you visit every day. To find your nearest Cashzone ATM, use our ATM locator.
Information regarding exchange rates;
The international exchange rates used on Cardtronics machines are set daily by reference to the Bloomberg Published exchange rates. Cardtronics offers competitive exchange rates compared to other ATM providers. The exchange rate for your transaction will be displayed on the screen during the withdrawal and you have to accept the rates in order for the currency exchange to proceed. If you choose not to accept our exchange rates, the transaction can be completed as normal, but will use your bank's exchange rates to calculate the amount to be debited from your account. You should note that once a transaction is completed it cannot be reversed.