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UK
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USA
What to do if…
an ATM dispenses less cash than the amount charged to your account
Short answer
Move somewhere safe, note how much cash you actually received, and contact the bank or building society that issued your card as soon as possible. Report the transaction as a partial cash-machine dispense and ask it to investigate the missing amount.
Do not do these things
- Do not make repeated withdrawals to test the machine before reporting the problem.
- Do not share your PIN, online banking password, passcode, or full security details with anyone.
- Do not accept help from a stranger at the machine.
- Do not remain beside the ATM if you feel exposed, pressured, or unsafe.
- Do not discard the receipt or delete relevant account notifications.
- Do not touch the cash slot, card slot, or keypad if the machine looks damaged or tampered with.
- Do not rely on contacting only the ATM owner, because your card issuer holds your account and transaction details.
What to do now
-
Move to a safe, private place and count the notes once more. Write down the amount requested, the amount received, and the amount missing.
-
Record the ATM’s location, the date and approximate time, and any ATM identification number shown on the machine or receipt. Note the denominations and number of notes received.
-
Keep the receipt if one was issued. Save a screenshot of the account entry and any withdrawal notification without exposing your PIN or full card details.
-
Contact the bank or building society that issued your card through its official app, the number printed on your card, or contact details on its official website.
-
State clearly that the ATM dispensed only part of the cash but your account was charged for the full withdrawal. Ask the bank to record and investigate a disputed cash-machine withdrawal.
-
Give the bank the ATM location, date, time, amount requested, amount received, and any ATM or transaction reference. Ask for a case or complaint reference and note what it says will happen next.
-
Tell the bank if the missing money leaves you unable to pay for an immediate essential need, and ask whether any urgent support is available.
-
If the machine appeared to have an attachment, blockage, loose part, or other sign of tampering, move away and report what you saw to nearby staff or the police when it is safe to do so.
What can wait
You do not need to work out why the ATM failed, contact several organisations at once, or prove which part of the machine caused the shortage. A formal complaint or contact with the Financial Ombudsman Service can wait until your bank has had the opportunity to record and investigate the problem.
Important reassurance
Banks and building societies have procedures for disputed cash-machine withdrawals. Your card issuer can check your account information and, where necessary, contact the ATM operator, although the investigation does not guarantee a particular outcome.
Scope note
This guide covers the first steps after a partial ATM cash withdrawal. A disputed decision, suspected fraud, urgent shortage of essential funds, or continuing account problem may require further help from your bank or an appropriate specialist service.
Important note
This is general information, not financial or legal advice. Bank procedures, investigation times, and the information requested may vary.
Additional Resources
About this guide
This guide was produced and is maintained by PanicStation.org using its published editorial process. Official and specialist sources are checked where relevant, and AI-assisted tools may be used for drafting, organisation, and consistency checks. The site operator remains responsible for publication, revision, and removal decisions.