What Does Card Retained Mean and What Should You Do?
Your card was retained by a machine. Learn what this means for your finances, how to respond effectively, and strategies to protect your future transactions.
When a card is retained, an automated teller machine (ATM), point-of-sale (POS) terminal, or other card-reading device physically holds onto your debit or credit card. This prevents the card from being returned to you, as the device has registered a reason not to release it.
Common Reasons for Card Retention
Card retention can occur due to various factors, from technical issues to security protocols. Technical malfunctions within the ATM or POS terminal are a common reason. These can include card reader errors, power failures, or mechanical jams preventing card ejection. Such issues are outside the cardholder’s control and relate to the equipment’s operational state.
Security measures by financial institutions and card networks also lead to card retention. The system might detect suspicious activity, such as multiple incorrect Personal Identification Number (PIN) attempts, indicating unauthorized use. If a card has been reported lost or stolen, the machine retains it upon insertion to prevent fraud.
Issues with the card itself can also trigger retention. An expired card is retained as it is no longer valid. A damaged card, with a faulty magnetic strip or chip, may not be properly read, leading to retention. Additionally, if the issuing bank has blocked the card due to overdue payments or a security alert, the machine will retain it.
User error is another contributing factor. Many ATMs have a time-out feature; if a card is left too long after a transaction, it is automatically pulled back inside. This security feature protects users who might forget to retrieve their card, preventing others from accessing their account.
Immediate Steps After Card Retention
If your card is retained, remain at the machine, if safe, to check for on-screen messages or printed receipts. Some machines may display the reason for retention or provide contact instructions. Note the machine’s location and any identification numbers, as this information will be useful.
The most important immediate step is to contact your card-issuing bank or financial institution without delay. Find the customer service number on your card’s back, your bank’s website, or mobile banking app. Calling directly from your phone is recommended to prevent reporting delays.
When speaking with a bank representative, provide specific incident details. Include the ATM or POS terminal’s exact location, the approximate time of retention, and the transaction type. Providing the ATM or terminal ID, if visible, assists the bank’s investigation. The bank will secure your account immediately to prevent unauthorized transactions, possibly blocking the card or account.
Preventing Future Card Retentions
Proactive measures can significantly reduce card retention. Before using any ATM or POS terminal, inspect it for signs of tampering, like unusual attachments or loose parts, indicating a skimming device. Such devices capture card information and may interfere with the card’s return.
When entering your Personal Identification Number (PIN), always cover the keypad with your other hand to prevent observation. This action adds security against shoulder surfing or hidden cameras. Also, ensure your card is current and not expired, as machines retain expired cards.
Be mindful of ATM time limits. After a transaction, promptly retrieve your card to avoid the machine’s automatic retention feature. Maintaining updated contact information with your bank is also helpful, as they may need to reach you regarding unusual activity.
Promptly report any lost or stolen cards to your bank. If a card is reported missing, the bank flags it in their system, and it will be retained if inserted into a machine. This prevents unauthorized use and protects your financial accounts from fraudulent activity.
Understanding Your Account Security
After a card retention incident, financial institutions have protocols to protect your account. Your funds are safe, as banks cancel the retained card and monitor your account for suspicious activity after the incident is reported. This process helps to mitigate potential financial losses.
The bank investigates the circumstances surrounding the retention. They determine if retention was due to a technical issue, security alert, or another reason. This investigation helps them manage their systems and address any potential vulnerabilities.
After a card is retained, your bank will initiate the process for issuing a replacement card. Delivery timeframes for a new card vary, ranging from 3 to 10 business days, depending on bank policies and your location. Some banks offer expedited shipping for an additional fee if you require the card sooner.
Monitor your account statements and transaction history for any unauthorized activity in the weeks following the incident. While banks secure your account, consistent personal oversight provides an additional layer of protection. If you notice discrepancies, report them to your bank immediately for investigation and resolution.