Here to help

Through our Help Desk that is open from 8am to 8pm 365 days a year we are available to answer any questions or handle any issues you may have. Call us on 0845 222 2222 but your query may be covered in these Frequently Asked Questions.

Frequently Asked Questions:

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?
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. A card may be captured if it has expired or it has not been activated.

Captured cards are stored within the cash machine and there is no risk to your card. The next time one of our trained engineers attends that machine it will be removed and destroyed.

Q: Why can Cashzone not tell me what has happened to my card?
A: Cashzone 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 all the money I requested?
A: Make a note of the ATM id number.  This can be found on the front of the machine and also on your receipt.  You then need to establish with your bank if the money has been debited from your account as, in most circumstances, your account will automatically be re-credited.

If the money hasn’t returned to your account within a 24 hour period you need to contact your bank.  You can go to your branch local or contact your bank's customer service department and request the completion of a cash machine claim form. Your bank will contact Cashzone and we will investigate the transaction.  Your bank should re-credit you for any amounts that are missing .