We know how frustrating this is but don’t worry there are a few things you can do.
First, check your WeSwap balance (It's updated every 30 minutes). If it looks like the money has come out of your account, please forward us any declined receipts and we can quickly fix this for you.
If you don’t have a declined receipt, please contact the bank that didn’t dispense your cash and forward us any confirmation from them that the ATM machine was not working at the time.
If you don’t have either, we can still help but it’s likely to take a little longer. So get in touch by clicking here and we’ll help get this sorted!
But why did this happen?
This can happen to any debit, credit or prepaid card at any ATM.
When you request money from the ATM, the funds are “held” as a pre-authorisation or in a “pending” status. This is the time it takes for the ATM to quickly check that you have enough money to cover the request and it then releases the money. Sometimes only the check happens and (for several reasons outside of our control) the card is returned without the funds.
It can take up to 7 days for the ATM to automatically correct this and release the held funds on your account making it available to spend on your account once again.
If you have a declined or cancelled receipt or its been longer than 7 days, get in touch attaching any receipts if you have them and we’ll help get this sorted.
Submit a Request
If you can't find the answer you are looking for please submit a request to our customer support team.Submit