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Card Issues and Troubleshooting

I Was Charged a Higher Exchange Rate at an ATM

Understanding exchange rate charges when withdrawing cash abroad.

Why This Happens

If you withdrew money from an ATM abroad and were charged more than expected, it may be due to Dynamic Currency Conversion (DCC). This usually happens when you choose to be charged in GBP instead of the local currency, or if the machine didn't offer a choice at all.

DCC typically comes with a much higher exchange rate — and unfortunately, if you selected GBP, we’re unable to dispute the charge for you.

What You Can Do

If you believe you were unfairly charged — for example, if you chose to be charged in local currency but were billed in GBP anyway, you can raise a dispute.

Here’s how to do it in the Yeeld app:

Open the app and go to Accounts
Tap the transaction in question
Click Dispute Transaction
Choose the reason: "I’ve been charged an additional fee by a merchant or I’ve been charged for not using a booking"
Follow the steps to submit your case

What We’ll Need

We may ask you for:

A receipt from the ATM
Screenshots or any proof of the amount you selected
Confirmation of which currency you chose at the machine

Important Note

Yeeld cards are Visa.

Visa sets its own exchange rates, and if a merchant or ATM provider overrides this by charging you in GBP, there’s usually nothing we can do if you accepted that rate.

Still unsure or need help? Reach out to us through the Help section in the app.

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Yeeld's products and services are provided by Yeeld Financial Services LTD (15776510) and Yeeld Investments LTD(15775018), wholly owned subsidiaries of Yeeld Technologies LTD (14870361) registered in England and Wales with a registered office at Level 18, 40 Bank Street, Canary Wharf, London, England, E14 5NR.

Yeeld Financial Services are a co-brand of Payload Ltd, who act as a Programme Manager under Transact Payments Limited (TPL), a company which is incorporated and registered in Gibraltar with company number 108217 and registered office is at 6.20 World Trade Center, 6 Bayside Road, Gibraltar, GX11 1AA. Transact Payments Limited is a licensed electronic money institution authorised and regulated by the Gibraltar Financial Services Commission to issue electronic money and provide payment services. Your account and related payment services are provided by Transact Payments Limited. Whilst Electronic Money products are not covered by the Financial Services Compensation Scheme, your funds will be held in one or more segregated accounts and safeguarded in line with Part 4 of the Financial Services (Electronic Money) Regulations 2020.Yeeld's cards are issued by Transact Payments Limited pursuant to licence by Mastercard International Incorporated. Mastercard and the circles design are registered trademarks of Mastercard International Incorporated.

Yeeld Investment Limited (FCA no: 1019161) is an appointed representative of WealthKernel Limited is authorised and regulated by the Financial Conduct Authority, no. 723719, registered in England and Wales, no. 09686970, with a registered office at 41 Luke St, London, UK, EC2A 4DP. All assets held under custody are protected by The Financial Services Compensation Scheme (FSCS) up to a value of £85,000. Please refer to https://www.fscs.org.uk for more information.