FAQs

You have questions, we have answers.

Where is the nearest Cashzone ATM?

Finding a Cashzone ATM is easy. Our machines are located in most cities and towns in Spain.

What do I do if a Cashzone ATM doesn't work or isn't available?

If you have any operational problems with a Cashzone machine or notice anything suspicious, please contact our customer service team using the form on the website or calling us at 900 223 500. We'll need details of the location of the ATM in order to help you.

What should I do if there's a problem with my transaction?

For questions or problems with your transaction, please contact your bank directly. Due to privacy and security regulations, only your financial institution has the right to access your account details. We successfully process millions of transactions each year on our Cashzone network, and problems are very rare. However, if you have a problem, your bank will work with us to investigate and resolve the issue.

Is there a limit to the amount of money I can withdraw from your ATMs?

The amount you can withdraw depends on your card issuer. Please check with them to find out your limit.

How do you calculate the exchange rates displayed at your ATMs?

For EU cardholders, in accordance with European legislation, the exchange rate we use is taken from the European Central Bank (ECB) where it is published. These types can be found on the ECB's website:

https://www.ecb.europa.eu/stats/policy_and_exchange_rates/euro_reference_exchange_rates/html/index.en.html
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For non-EU cardholders, the exchange rate we use is provided by Cacabank.
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When you are offered the option of being billed for your cash withdrawal in your local currency at one of our ATMs, we show you the exchange rate we will use and the amount that will appear in your account if you decide to accept the offer. Any margin or commission we apply to the transaction is also displayed on the screen at the same time. When the final amount of the transaction appears in your account, it will include these charges.

What do I do if I think there's something suspicious on one of your machines?

We take security very seriously. If you see anything suspicious, please contact our customer service team at 900 223 500. We'll need details of the location of the ATM so we can send someone to check the machine.

My money was not properly dispensed. What do I do?

In most cases, when the ATM can't complete the transaction, it will automatically refund the amount to your account. This can take up to 7 days. If you don't see the refund in your account after this time, you should contact your bank and they will work with us to investigate what happened. You'll need to provide the location of the machine and the quantity in dispute. We follow a formal process defined by the card brands for all disputed transactions, and there are mandatory deadlines for completing our investigation. We fully investigate all issues raised, but we can only do so for requests submitted by your bank. So please contact them with the details of your problem and we'll work with them to investigate it.

My card has been held by the ATM. What should I do?

If your card is held by the machine, it is kept in a safe place and cannot be accessed by anyone. You should contact your bank immediately and they will cancel your card and issue you a new one. We're sorry, but for security reasons we can't return your card to you.

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