A customer withdrawing euros from a cash machine in Spain. ATMs sometimes keep your money or card, but here’s what to do if it happens to you.
Credit : ChiccoDodiFC, Shutterstock
When the ATM keeps your cash: Don’t panic, get informed
There’s nothing quite like that sinking feeling—standing at an ATM in Spain, whether you’re trying to withdraw some cash or make a deposit, waiting for your banknotes to pop out, or for that satisfying confirmation that your money has actually landed safely in your account, and suddenly… nothing. Maybe you hear a whir, maybe you get a cryptic message on the screen, or worse, you see one of your precious bills vanish back into the machine. Before you panic, take a deep breath. ATMs occasionally hold on to your money, but there are clear steps you can take to resolve the situation.
Why does an ATM retain banknotes?
Not just bad luck. According to the Bank of Spain, all banks and bureaux de change are legally required to remove suspicious notes from circulation. If the ATM suspects a counterfeit or damaged bill, it’ll grab it for further checks. The good news? You’ll typically get a printed receipt explaining that the note’s being sent off for analysis. But, as with all things tech, sometimes machines make mistakes and keep perfectly legitimate money.
First things first:
- Check your account straight away. Has the withdrawal or deposit actually gone through? Sometimes, the transaction reverses automatically.
- Look for a receipt. If the ATM suspects the note is dodgy, you should get a slip confirming the bill will be reviewed by the Bank of Spain.
- Don’t walk away yet. Take note of the time, location, and any error message on screen.
Lost cash? Here’s how to get it back
If the ATM simply swallows your banknote and you’re left empty-handed, here’s what you need to do:
- Contact your bank ASAP.
Call the customer service helpline or use your banking app to report the incident. Have details handy: branch address, ATM number (usually displayed somewhere on the machine), exact time, and the amount involved. - Keep your transaction proof.
A printed slip or even a screenshot of your mobile app will speed up the process. If you don’t have one, make sure you can show evidence of the attempted withdrawal or deposit from your bank statement. - Insist on a reference number.
If the matter isn’t resolved immediately, ask for a case or reference number and keep it safe. This helps track your claim as it moves through the system. - Be patient—but not too patient.
Banks in Spain have 15 working days to communicate with the Bank of Spain and resolve the case. If you’re still waiting after that, escalate your complaint. You can contact Spain’s consumer protection authorities or use the “Consulta del expediente” service to check your case status.
If a counterfeit check is underway:
The bank will fill out a form detailing the suspected note, your details, and your IBAN (so they can refund you if the note is genuine). Always ask for written proof—this receipt contains the case number needed to follow up.
Lost your card to the ATM? Here’s what to do
It’s not just cash—sometimes, an ATM might decide to keep your card too. Again, don’t panic.
– Find the helpline number (usually displayed near the ATM screen) and call your bank straight away.
– Provide the necessary details: where and when it happened, your name, and your ID or passport number.
If the card’s been swallowed for a minor reason (like a timeout), the bank may be able to return it at the branch. If not, or if you’re travelling and need access quickly, block the card via your bank’s app or phone line and request a replacement.
Most Spanish banks let you cancel and order a new card in minutes through their online banking. Better safe than sorry—don’t risk card fraud if you’re not sure why the card was retained.
Don’t let a machine ruin your day : Know your rights
While it’s always frustrating to lose access to your cash or card, Spanish regulations are designed to protect honest customers. Always ask for a receipt, document everything, and don’t be afraid to follow up if your issue isn’t resolved swiftly. The odds are in your favour: most cases end with either a returned card or a full refund, as long as you keep your paperwork in order.
So next time a cash machine in Spain acts up, you’ll know exactly what to do- no need to panic, just get proactive.
Stay tuned with Euro Weekly News for more news from Spain