What to do if an ATM swallowed my card?

Category: Card Issues, Security, Renewal

We’re sorry to hear that your BananaCrystal card has been swallowed by an ATM. We understand how frustrating this situation can be, but rest assured, we’re here to assist you every step of the way.

Step 1: Contact the ATM Provider

The first step is to contact the ATM provider. Their contact information is usually displayed on the ATM or can be found online. They may be able to retrieve your card from the machine and return it to you.

Step 2: Freeze Your Account

To ensure the security of your funds, we’ll freeze your account immediately. This prevents any unauthorized transactions until you receive your new card.

Step 3: Order a New Card

If you are unable to retrieve your card from the ATM, we’ll assist you in ordering a new card. To proceed with the replacement, please provide the following information:

  • Full name
  • Card number
  • Completed Customer Request Form:
  • Selfie with your passport
  • Transaction Hash for the replacement payment

Please note that replacement fees are 40 USD for Plastic Cards and 160 USD for Metal Cards. It may take 3-5 weeks to receive your new card. In the meantime, our team will work diligently to assist you and ensure the security of your account.

⚠️Action Item: Please create a ticket on support@bananacrystal.com with all the provided information.