Cash not dispensed at ATM

If your money is not dispensed at an ATM machine, let us know so we can help

What you should do

If your money is partially dispensed or doesn’t dispense at all from an ATM machine, here’s what you should do:

Note the ATM ID, your account or card number, transaction date and time, transaction reference number, transaction amount, claim amount, denominations of cash received and exact location of the machine
Call us on +971 600 54 0000 and when prompted, say 'problem at ATM'
We’ll investigate the problem and get back in touch with you.

FAQs

How long does it take for an ATM claim to be resolved after a complaint has been raised?

Claims for cash withdrawals using debit cards in the UAE at Emirates NBD or Emirates Islamic ATMs will take up to 5 working days and other bank ATMs will take up to 30 days.

Claims for cash withdrawals using debit cards internationally will take 60 to 90 days.

Claims for cash withdrawals using credit cards locally and internationally will take 60 to 90 days.

Where can I find an ATM’s ID?

The ATM’s machine ID will be specified on the receipt you receive after carrying out your transaction. You’ll find this ID on the machine as well.

What should I do in case I receive excess cash from an ATM?

Please visit a branch and hand over the cash to one of our staff. Please also report the machine ID which you will find on the machine, or on the receipt you get after your transaction, the machine’s location and time of withdrawal.

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