What should I do if my card is retained at an ATM?

If your card is retained at an ATM, you should go to the branch in order to get the card back. You can make an appointment.

It is also recommended to turn off the card. You can do so from the app, menú > Cards > Select a card. Next, tap on the menu My card > Block the card, select the option "Temporary switch off" and sign the operation.

In case you need to withdraw cash while your card is retained, you can use Instant Money for that purpose. From the app, go to the menu > Cards > Select a card, tap on Instant Money option and follow the instructions.