FAQs

You have questions, we have answers.

Where is the nearest Cashzone ATM?

Finding a Cashzone ATM is simple. Our machines are present in most Italian cities. The Cashzone ATM locator will help you find the one closest to you.

Do I have to pay a fee to withdraw money from a Cashzone ATM? How much does it cost?

Most transactions at Cashzone ATMs are free of charge as the issuer does not apply any fees; however, in some cases, the card operator may apply a small fee. Fees vary depending on the card-issuing bank. Our machines will always inform you if a fee is applied and offer you the option to cancel the transaction without any charge.

What should I do if a Cashzone ATM is not working or unavailable?

If you have an operational problem with a Cashzone ATM or notice anything suspicious, please contact our customer service team using the form on the website or by calling us on 800 668 283. We will need details of the ATM location and postcode to help you.

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

If you have any questions or issues regarding 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 every year on our Cashzone network, and issues are extremely rare. However, should a problem arise, your bank will work with us to investigate and resolve it.

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

The amount you can withdraw will depend on your card issuer. We recommend that you check directly with them to find out your limit.

How are the exchange rates shown on your ATMs calculated?

For EU cardholders, in accordance with European regulations, we use the exchange rate published by the European Central Bank (ECB). These rates are available on the ECB website:
https://www.ecb.europa.eu/stats/policy_and_exchange_rates/euro_reference_exchange_rates/html/index.en.html
For non-EU cardholders, the exchange rate we use is provided by Cecabank.
When you are offered the option of being charged for a withdrawal in local currency at one of our ATMs, we show you the exchange rate we will use and the amount that will appear on your account if you decide to accept the offer. Any margins or commissions applied to the transaction are shown on the screen at the same time. When the final transaction amount appears on your account, it will include these costs.

What should I do if I think there is something suspicious about one of your machines?

We take security very seriously. If you notice anything suspicious, please contact our customer service team on 800 668 283. We will need details of the ATM's location so that we can send someone to check the machine.

My money has not been paid correctly. What should I do?

In most cases, when the ATM is unable to complete the transaction, the amount is automatically refunded to your account. This can take up to 7 days. If you do not see the refund in your account after this period, you should contact your bank, which will work with us to investigate the matter. You will need to provide the location of the machine and the disputed amount. We follow a formal process defined by the card networks for all disputed transactions, with mandatory timeframes for completing the investigation. We carefully review all requests, but we can only do so for those sent by your bank. Therefore, please contact your bank with the details of the problem and we will work together to resolve it.

My card has been retained by the cash machine. What should I do?

If your card is retained by the ATM, it is kept in a secure location and is not accessible to anyone. You should contact your bank immediately: they will cancel your card and issue you with a new one. We regret that for security reasons we cannot return your card to you.

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