Missing Cash From an ATM Withdrawal? Here's What to Do

Didn’t get your money from a cash machine? Don’t worry — we’ll guide you through what happens next and how to get help.

tep 1: Check Your Transaction Status

Head to the Yeeld app and look at your transaction history for the ATM withdrawal.

If the status says ‘Pending’, the money hasn’t fully left your account yet.
If it shows as ‘Completed’, the funds have been debited.

What you do next depends on the status.

If It’s Still Pending

In this case, get in touch with the ATM provider (you’ll usually find their name on the cash machine). Ask them to confirm that the funds weren’t dispensed. They might give you:

A voided ATM receipt
A screenshot or email confirmation

This evidence must include:

The ATM provider’s name
The date and time of the attempted withdrawal
The amount
A note confirming that they won’t be processing the transaction

Once you have this, message our team in the app. We’ll review it and try to return the funds to your account.

If It’s Completed

Sometimes ATM providers automatically return funds when an error is detected. If this doesn’t happen, you can dispute the transaction.

Here’s how to raise a dispute with us:

Open the Yeeld app and go to your statement
Tap the ATM transaction
Select ‘Dispute transaction’
Let our customer service team know 'I didn’t receive some or all of the cash from the ATM’

We’ll take it from there and investigate.

A Few Things to Keep in Mind

You must raise a dispute within 120 days from when the transaction settled — after that, we won’t be able to help.
Once you submit a dispute, we’ll raise a chargeback request with Visa and keep you updated.
While we can’t guarantee success, we’ll do everything we can to support you and recover your funds.

If you’re ever unsure, just message us in the app and we’ll be happy to help.

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