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Frequently Asked Questions

What is an Automated Teller Machine (ATM)?

An ATM is a computerised machine that provides customers of banks the facility of accessing their accounts for dispensing cash and to carry out other financial & non-financial transactions without the need to visit the bank branch.

What are White Label ATMs (WLAs)?

ATMs set up, owned and operated by non-banks are called WLAs. Non-bank ATM operators are authorised under the Payment & Settlement Systems Act, 2007 by the Reserve Bank of India (RBI). The list of authorised WLA Operators is available on the RBI website at the link https://www.rbi.org.in/Scripts/PublicationsView.aspx?id=12043

As a customer, is there any difference in facilities available at a bank ATM and a WLA?

For a customer, using a WLA is just like using an ATM of any bank.

What has been the rationale for allowing non-bank entities to set up WLAs?

The rationale to allow non-bank entities to set up WLAs has been to increase the geographical spread of ATMs for increased / enhanced customer service, especially in semi-urban / rural areas.

What are the services / facilities available at ATMs / WLAs?

An ATM is a computerised machine that provides customers of banks the facility of accessing their accounts for dispensing cash and to carry out other financial & non-financial transactions without the need to visit the bank branch.

Balance Enquiry
Mini/Short Statement
PIN change
Request for Cheque Book*
Account Statement Request*

Other services that may be added by NPCI from time to time

Please Note: All of the * marked services can be availed by customers of banks that have enabled these services. (Cash Deposit, Regular bill payment, purchase of re-load vouchers for mobiles are currently not permitted at WLAs).

What types of cards can be used at an ATM / WLA?

The ATM / ATM cum debit cards, credit cards and prepaid cards, as permitted by the issuer, can be used at ATMs/WLAs for various transactions.

What are the pre-requisites for transacting at an ATM / WLA?

For transacting at an ATM / WLA, the customer should traditionally have a valid card and Personal Identification Number (PIN). RBI has also allowed card-less withdrawals at ATMs.

What is Personal Identification Number (PIN)?

PIN is the numeric password which is separately mailed / handed over to the customer by the bank while issuing the card. Most banks require the customers to change the PIN after the first use. Customers should not disclose PIN to anybody, including to bank officials. Customers should change the PIN at regular intervals.

Can cards issued by a bank in India be used at any ATM / WLA in the country?

Yes, the cards issued by banks in India can be used at any ATM / WLA in the country.

What is an On-Us and Off-Us transaction?

A transaction carried out at an ATM of the card issuing bank is called an On-Us transaction. A transaction carried out at any other ATM is called an Off-Us transaction. For instance, if a card issued by bank A is used at an ATM of bank A then it is an On-Us transaction; if the card is used at a WLA or at an ATM of any other bank, the transaction is Off-Us.

Are customers entitled to any free transactions at ATMs?

Yes, a bank must offer to its savings bank account holders a minimum number of free transactions at ATMs as under:

  • Transactions at a bank’s own ATM (On-Us transactions) at any location: Banks should offer their savings bank account holders a minimum of five free financial transactions in a month, irrespective of the location of ATMs. Any number of non-cash withdrawal transactions will be provided free.
  • Transactions at any other banks’ ATM (Off-Us transactions) at Metro locations: In case of ATMs located in six metro locations, viz. Bengaluru, Chennai, Hyderabad, Kolkata, Mumbai, and New Delhi, banks shall offer their savings bank account holders a minimum of three free transactions (including financial and non-financial transactions) in a month.
  • Transactions at any other banks’ ATM (Off-Us transactions) at non-Metro locations: At any location, other than the six metro locations as above, banks must offer its savings bank account holders a minimum of five free transactions (including financial and non-financial transactions) at other bank ATMs in a month.

Can a bank offer more number of free transactions at ATMs?

RBI has mandated minimum number of free transactions at ATMs. Banks may offer more number of free transactions to their customers.

Are there any type of transactions that are not to be counted under free transactions?

The prescription of number of free transactions is inclusive of financial and non-financial transactions at other bank ATMs. However, non-cash withdrawal transactions (such as balance enquiry, cheque book request, payment of taxes, funds transfer, etc.), on own bank ATMs are not to be part of the number of free ATM transactions. Similarly, transactions that fail on account of technical reasons like hardware, software, communication issues; non-availability of currency notes in the ATM; and other declines ascribable directly / wholly to the bank / service provider; invalid PIN / validations; etc., shall not be counted as valid ATM transactions for the customer. Consequently, no charges thereon shall be levied.

Are customers charged for transactions at ATMs?

Yes, customers can be charged for transactions at ATMs over and above the mandated number of free transactions (as indicated in answer to Q. 11 above). Presently, these charges cannot exceed a maximum of Rs. 20/- per transaction (plus applicable taxes, if any) by his / her bank.

What steps should a customer take in case of a failed ATM transaction when his / her account is debited?

Though banks are supposed to reverse such transactions on their own, it is always a good practice to lodge a complaint with the card issuing bank or ATM owner bank at the earliest.

From where the customer can get the contact numbers for lodging a complaint?

For any Card, Cash and transactions related issues or complaints, please immediately contact the branch of the card-issuing bank where your account is maintained or its helpline, which can be accessed by visiting the card issuing bank’s website or usually available at the backside of the Debit/ATM card held by the user.

For any information regarding Indicash ATM Services please mail us at feedback@indicash.co.in or call the toll free no. 18002662660

Is there any time limit for the card issuing bank to recredit the customer’s account for a failed ATM / WLA transaction
indicated under Q. No. 18?

In the case of a failed ATM transaction, the banks have been mandated to re-credit the customer’s account within 5 calendar days from the date of the failed transaction.

Are the customers eligible for compensation for delays beyond days of a failed transaction?

Yes, the card issuing bank has to pay compensation of Rs. 100/- per day for delay in re-crediting the customer’s amount beyond 5 calendar days from the date of the failed ATM transaction. The compensation has to be credited to the account of the customer without any claim being made by the customer.

What is the course of action for the customer if the reversal and compensation are not carried by the bank?

Ans. The customer can approach his / her bank and take up the matter with them. Within 30 days of receiving reply from the bank or in case of non-receipt of a reply from the bank within 30 days, the customer can take recourse to the Banking Ombudsman. The details of Office of Banking Ombudsman are available at the link: https://rbi.org.in/Scripts/AboutUsDisplay.aspx?pg=BankingOmbudsmen.htm or make an online complaint at https://cms.rbi.org.in/cms/IndexPage.aspx?aspxerrorpath=/cms/cms/indexpage.aspx

What should be done to the ATM card when its validity has expired or the underlying account is closed?

A card upon expiry of its validity or closure of the underlying account, should be cut into four pieces through the magnetic strip / chip before disposing it off.

What should be done if card is lost / stolen?

The customer should contact the card issuing bank immediately on noticing the loss / theft of the card and should request the bank to block the card.

What are Magnetic Stripe cards and EMV Chip & PIN cards?

The Magnetic Stripe card stores card data on the magnetic stripe present on the card while the data in an EMV Chip & PIN card is stored in a chip.

What is the mandate for banks for issuing Magnetic Stripe cards or EMV Chip & PIN cards?

Banks have been instructed to convert all existing Magnetic Stripe cards to EMV Chip & PIN cards before December 31, 2018. If the card holder has not got his / her magnetic stripe card replaced by an EMV Chip & PIN card, he / she should immediately approach his / her bank branch to get the replacement.

In case of any card, cash, and transactions related issues or complaints, please immediately contact the branch of the card-issuing bank where your account is maintained or its helpline. This also can be accessed by visiting the card issuing bank’s website or by referring to the backside of the debit/atm card.