It’s a situation anyone could face: while using a convenience store ATM, your cash card or credit card suddenly gets swallowed and doesn’t come out. Encountering such a problem can be unsettling, leaving you unsure of what to do.
This article provides a detailed explanation, starting from the first actions to take if your card gets swallowed by a convenience store ATM, to the possible causes, specific troubleshooting steps and contact information, responses by major convenience store ATMs, and information on card return, reissuance, and future preventive measures.
- What to Do First When Your Card is Swallowed by a Convenience Store ATM
- Why? Main Causes for Cards Being Swallowed by Convenience Store ATMs
- Specific Steps and Contact Information When Your Card is Swallowed
- 【By Major Convenience Store ATM】Basic Contact Information and Procedure When a Card is Swallowed
- Contact Information and Main Flow if Your Card is Swallowed by a Seven Bank ATM
- Contact Information and Main Flow if Your Card is Swallowed by a Lawson Bank ATM
- Contact Information and Main Flow if Your Card is Swallowed at a FamilyMart (Japan Post Bank ATM/E-net ATM)
- Contact Information and Main Flow if Your Card is Swallowed at a Ministop (AEON Bank ATM)
- (Caution) Always Check Official Websites for the Latest Contact Information
- Card Return Methods and Reissuance for Swallowed Cards
- Preventive Measures to Avoid Card Troubles at Convenience Store ATMs in the Future
- Ensure Accurate PIN Entry and Prior Confirmation
- Regularly Check Your Card’s Expiration Date and the Condition of its Magnetic Stripe/IC Chip
- Read On-Screen Instructions Carefully and Operate Calmly When Using an ATM
- Be Careful Not to Forget Your Card and Retrieve it Promptly After Transactions
- If Using a Card Issued Overseas, Check in Advance if it Can Be Used at the ATM
What to Do First When Your Card is Swallowed by a Convenience Store ATM
If your card doesn’t come out of the ATM, first, don’t panic and take the following actions.
Stay Calm and Check the Situation (ATM Screen Display, Receipts, etc.)
Don’t panic; first, calmly check the ATM screen display. Error messages or instructions may be displayed. Also, if you were in the middle of a transaction, keep any issued receipts (transaction slips). They may contain the ATM’s management number and transaction details, which can be helpful when making inquiries later.
Never try to forcibly remove the card or hit the ATM. This could worsen the situation or damage the ATM.
Check for ATM-Equipped Contact Methods (Intercom, etc.)
Many convenience store ATMs are equipped with an intercom or a dedicated phone for emergencies. Look for the provided contact information around the ATM or follow the on-screen instructions, and contact the bank or company managing the ATM directly. This is the first step. When you get through to a representative, calmly explain the situation.
Why? Main Causes for Cards Being Swallowed by Convenience Store ATMs
There are several possible reasons why a card might be swallowed by a convenience store ATM. Here are the main ones.
Card Locked Due to Repeated Incorrect PIN Entries
One of the most common causes is entering the wrong Personal Identification Number (PIN) multiple times. Many financial institutions have a security measure where the card is locked and retained by the ATM if the PIN is entered incorrectly a certain number of times. This is a measure to prevent unauthorized use.
Issues with the Card Itself (Expired, Suspended, Magnetic Stripe Failure, IC Chip Damage)
If there’s an issue with the card itself, the ATM may not return it.
- Expired Card: If the card’s expiration date has passed, the ATM will not recognize it as a valid card.
- Suspended Card: Cards that have been reported lost or have been suspended by the card issuer for some reason cannot be used.
- Magnetic Stripe Failure or IC Chip Damage: If the card’s magnetic stripe or IC chip is dirty or damaged, the ATM may not be able to read the information correctly, resulting in an error.
Temporary ATM System Error or Communication Failure
Although very rare, a temporary error in the ATM system itself or a communication failure between the ATM and the bank can prevent the card from being ejected normally.
Card Left Behind (Automatic Retrieval After a Certain Period)
If a card is not removed from the ATM for a certain period after a transaction, the ATM may automatically retrieve the card internally for security reasons. This is a safety feature to prevent a third party from taking the card.
Attempted Use of a Reported Lost or Stolen Card
If someone attempts to use a card that has already been reported lost or stolen, the ATM may retain the card to prevent unauthorized use.
Specific Steps and Contact Information When Your Card is Swallowed
If your card is actually swallowed, follow these steps to address the situation.
Step 1: Contact the ATM Operating Institution (Bank) and Explain the Situation
First, contact the bank that manages and operates the convenience store ATM (e.g., Seven Bank for Seven Bank ATMs, Lawson Bank for Lawson Bank ATMs).
How to Contact via ATM Screen or Built-in Phone
If the ATM has a built-in intercom or phone, use it to make direct contact. The contact phone number may also be displayed on the screen. When contacting, it’s smoother if you have the following information ready:
- Location of the ATM where the card was swallowed (convenience store name, specific location details, etc.)
- Date and time of the incident
- Your name and contact information
- Type of card used (bank name, whether it’s a cash card or credit card, etc.)
- Error message or error code displayed on the ATM screen (if any)
- Details of the operation performed
Follow the representative’s instructions and confirm the card’s status and subsequent procedures.
Step 2: Contact the Card Issuer (Credit Card Company/Bank) and Request Card Suspension
In parallel with contacting the ATM operating institution, or as instructed by them, promptly contact the issuer of the swallowed card (the credit card company or the bank that issued the cash card).
Important Procedure to Prevent Unauthorized Use
Especially for credit cards, it is crucial to contact the card company and suspend its use to prevent unauthorized use by third parties. For cash cards, also consider temporarily suspending its use as a precaution. You can find the contact information on the back of your card or check the card issuer’s website for emergency contacts.
Points to Note When Consulting Convenience Store Staff
You might consider asking convenience store staff for help, but in many cases, store staff do not have direct control or operational authority over the ATM. What staff can do is guide you to the contact information provided on the ATM or urge you to contact the ATM operating company. Card retrieval and return procedures are generally handled by the bank managing the ATM or the card issuer.
【By Major Convenience Store ATM】Basic Contact Information and Procedure When a Card is Swallowed
Here is an overview of the general contact information and procedures if your card is swallowed by a major convenience store ATM. Specific contact details and procedures may change, so always check the ATM display or the official website of each ATM operating company for the latest information.
Contact Information and Main Flow if Your Card is Swallowed by a Seven Bank ATM
- Contact: Use the intercom on the ATM or call the Seven Bank call center number displayed on the screen.
- Main Flow: Follow Seven Bank’s instructions, explain the situation, and verify your identity. You will receive guidance on how to retrieve or get your card returned. If necessary, also contact your card issuer.
Source: What should I do if I forget cash or my card at a Seven Bank ATM? (In Japanese)
Contact Information and Main Flow if Your Card is Swallowed by a Lawson Bank ATM
- Contact: Use the intercom on the ATM or call the Lawson Bank call center number displayed on the screen.
- Main Flow: Explain the situation to the Lawson Bank operator and follow their instructions. You will receive an explanation about card handling and return procedures. Don’t forget to contact your card issuer as well.
Source: Contact Us | Lawson Bank (In Japanese)
Contact Information and Main Flow if Your Card is Swallowed at a FamilyMart (Japan Post Bank ATM/E-net ATM)
FamilyMart stores primarily have “Japan Post Bank ATMs” or “E-net ATMs.”
- For Japan Post Bank ATMs:
- Contact: Use the phone provided at the ATM to call the Japan Post Bank call center, or contact the number displayed on the ATM screen.
- Main Flow: Follow the instructions from Japan Post Bank.
Source: Loss or Theft of Cards or Passbooks – Japan Post Bank (In Japanese)
- For E-net ATMs:
- Contact: Use the phone provided at the ATM or call the E-net call center (or the contact for affiliated financial institutions) displayed on the screen.
- Main Flow: Follow the instructions from E-net or the affiliated financial institution.
Source: FAQ List | Frequently Asked Questions | E-net Co., Ltd. (In Japanese)
If you are unsure which ATM it is, check the ATM logo or screen display.
Contact Information and Main Flow if Your Card is Swallowed at a Ministop (AEON Bank ATM)
- Contact: Use the intercom on the ATM or call the AEON Bank call center number displayed on the screen.
- Main Flow: Follow AEON Bank’s instructions and explain the situation. You will receive information about card retrieval and return. You also need to contact your card issuer.
(Caution) Always Check Official Websites for the Latest Contact Information
To reiterate, contact information and procedures for ATM troubles may change due to revisions in financial institution policies. If you encounter trouble while using an ATM, be sure to check the ATM’s screen display or provided guidance on the spot, or refer to the official websites of the respective ATM operating companies or card issuers for the latest information.
Card Return Methods and Reissuance for Swallowed Cards
What happens to a swallowed card—whether it’s returned or needs to be reissued—depends on the situation.
Card Return Procedure from the ATM Operating Bank (General Cases and Required Documents)
After the bank managing the ATM retrieves the card, procedures are generally taken to return it to the cardholder. Identity verification will be required for the return.
- Typically Required Documents (Examples):
- Identification documents such as a driver’s license, health insurance card, or My Number Card.
- Personal seal (may not be required by some banks).
- (For cash cards) Passbook.
Please confirm the specific required documents with the ATM operating bank when you contact them.
Estimated Time for Card Return and Pickup Methods
The time it takes for a retrieved card to be returned to you varies depending on the situation and the bank, but it generally takes a few days to about a week. However, it may take longer for ATMs in remote locations or if weekends/holidays are involved.
Pickup methods may include direct pickup at a bank branch or mail (e.g., registered mail deliverable only to the addressee).
Cases Where the Card is Not Returned and Reissuance is Necessary, and the Procedure
In the following cases, the swallowed card may not be returned, and reissuance by the card issuer may be necessary:
- If the card is significantly damaged.
- If the card has expired.
- If the card issuer recommends reissuance for security reasons.
- Other cases based on the regulations of the ATM operating bank or card issuer.
For reissuance, contact the card issuer (credit card company or bank) and follow their instructions.
Time and Fees for Reissuance (Varies by Card Company)
Card reissuance usually takes about one to two weeks. As for reissuance fees, it may be free or there might be a charge depending on the type of card, the issuer, and the reason for reissuance, so please check with your card issuer.
Preventive Measures to Avoid Card Troubles at Convenience Store ATMs in the Future
To prevent troubles like your card being swallowed by a convenience store ATM, pay attention to the following points in your daily routine.
Ensure Accurate PIN Entry and Prior Confirmation
- Memorize your PIN accurately and be careful not to make input errors.
- If you are unsure of your PIN, check with your card issuer in advance (however, they usually cannot tell you over the phone and will often notify you by mail).
- When operating an ATM, it is important to enter information calmly and without rushing.
Regularly Check Your Card’s Expiration Date and the Condition of its Magnetic Stripe/IC Chip
- Periodically check if your card’s expiration date is approaching.
- Check if the card’s magnetic stripe or IC chip is dirty or scratched. If it’s dirty, gently wipe it with a dry, soft cloth, and store and manage it properly.
- Avoid storing your card with items that emit strong magnetic fields, such as smartphones or magnets.
Read On-Screen Instructions Carefully and Operate Calmly When Using an ATM
- Carefully read the instructions and messages displayed on the ATM screen and operate accordingly.
- Rushing operations or attempting unfamiliar operations forcefully can lead to operational errors.
Be Careful Not to Forget Your Card and Retrieve it Promptly After Transactions
- Make it a habit to confirm that you have retrieved your card, not just cash and receipts, after completing a transaction at an ATM.
- Be especially careful when performing multiple operations consecutively, as your attention may be divided.
If Using a Card Issued Overseas, Check in Advance if it Can Be Used at the ATM
If you are using a card issued overseas, checking in advance which convenience store ATMs in Japan accept your card, based on international brands (VISA, Mastercard, etc.) and international ATM networks (PLUS, Cirrus, etc.), can help avoid trouble.