Welcome to Woohoo Pay

Withdrawals

How often can I withdraw cash for free?

 

Cash withdrawals using your Mastercard depend on your T&C country (the address you originally shipped your first card to):

Germany:

  • Woohoo Pay Standard and Woohoo Pay Business: 3 to 5* free ATM withdrawals per month in euros. A charge of €2 applies to each withdrawal beyond this limit. You can also use CASHwp. For withdrawals in currencies other than the euro an exchange rate of 1.7% applies.
  • Woohoo Pay You and Woohoo Pay Business You: 5 free ATM withdrawals per month in euros. A charge of €2 applies to each withdrawal beyond this limit. You can also use CASHwp. Free ATM withdrawals in currencies other than the euro.
  • Woohoo Pay Metal: 8 free ATM withdrawals per month in euros. A charge of €2 applies to each withdrawal beyond this limit. You can also use CASHwp. Outside of Germany, in the eurozone you receive unlimited free ATM withdrawals in euros.

Austria and Italy:

  • Free and unlimited ATM withdrawals (including CASHwp).
  • For withdrawals in currencies other than the euro an exchange rate of 1.7% applies.

France, Spain, the Netherlands, and the Rest of Europe:

  • Woohoo Pay Standard and Woohoo Pay Business: 3 to 5* free ATM withdrawals per month in euros. A charge of €2 applies to each withdrawal beyond this limit. For withdrawals in currencies other than the euro an exchange rate of 1.7% applies.
  • Woohoo Pay You and Woohoo Pay Business You: 5 free ATM withdrawals per month in euros. A charge of €2 applies to each withdrawal beyond this limit. Free ATM withdrawals in currencies other than the euro.
  • Woohoo Pay Metal and Woohoo Pay Business Metal: 8 free ATM withdrawals per month in euros. A charge of €2 applies to each withdrawal beyond this limit. Free ATM withdrawals in currencies other than the euro.
  • CASHwp: If you have Spanish or Greek T&C’s, you can also use CASHwp.

Switzerland:

  • Woohoo Pay Standard and Woohoo Pay Business: 3 to 5* free ATM withdrawals per month in euros. A charge of €2 applies to each withdrawal beyond this limit. For withdrawals in currencies other than the euro an exchange rate of 1.7% applies.

There’s always a €2 fee if you use your Maestro card to withdraw cash (only available in Germany, Austria, and the Netherlands). If you have our Woohoo Pay Flex account every withdrawal costs 2€. Check our pricing lists if you’ve been charged an ATM fee.

*Only in Germany you receive 5 free withdrawals during the first three months and after that you will receive 3 free withdrawals.

To continue to make use of our 5 free ATM withdrawals a month and stay as a primary account user, you will need to receive regular income paid into your Woohoo Pay account of at least 1000€ for two consecutive months. These payments can be 1 or more of the following:

  • Salary, pension, student allowance or government benefits.
  • Any other type of regular payment.
  • Multiple incoming transactions that add up to 1000€.

Please note that we reserve the right to not grant or revoke the primary account user status if the 1000€ minimum transfer amount is achieved through misuse or you stop receiving these monthly payments.

Why didn’t an ATM give me cash?

 

If you go to an ATM that does not dispense the money you attempted to withdraw or you forgot to retrieve your dispensed cash and the amount is still deducted from your account, it is more than likely that the amount deducted from your balance is only an authorization. This means that the amount is blocked or reserved to be debited by the merchant and once the merchant debits the amount this is called a settlement of the transaction.

If your transaction was not successful the authorization normally expires within a matter of hours – or a maximum of 12 working days – and is then automatically credited to your account again (You can see whether a transaction has been settled when it appears on your downloadable monthly statement, not only in your transaction list in the app). This means that if the amount appears on your monthly statement and/or hasn’t been credited back to your account after 12 working days, you can file a chargeback with us.

In the meantime, we suggest you try another ATM from a different operator. This rarely happens twice in a row. You can also check the following steps, incase there is another reason you did not receive the money from the ATM:

  1. Check your card limits in your card settings and make sure ATM withdrawals are active.
  2. Make sure that you personal limits are set higher than the amount you want to withdraw.
  3. Please be aware that you can only withdraw as many funds as you have deposited on your account. Otherwise, if you don’t have an overdraft, the withdrawal will be rejected.
  4. The fixed maximum daily (24 hours rolling) limit for withdrawals is 2500€. Some ATMs have their own limits in place, so it can happen that you can’t withdraw your daily limit at once.

Where can I withdraw cash for free?

 

Your Woohoo Pay Mastercard allows you to withdraw cash for free in ATMs from any bank, according to our Fair Use Policy.

However, we’ve been informed that some ATMs from other banks in Spain might charge a fee of around €2 to those customers who opened their account in a different country. At this time we’re unable to prevent this fee from being charged, but we can help get this money back for you if you contact us via in-app chat.

In the meantime, and in order to avoid complications, here’s a list of all the banks whose ATMs won’t charge you such a fee: Evo Banco, Deutsche Bank, Ing, Bankinter, Unicaja, Ibercaja, Liberbank, Triodos Bank, Kutxabank and Cajasur.

Find here more reasons why you could’ve been charged an ATM fee.

Why was I charged an ATM fee?

 

The amount of free cash withdrawals you have with your Woohoo Pay Mastercard depends on your T&C Country (the country you originally shipped your first card to) and which account type you have. To avoid certain fees, especially when travelling, you can use the Mastercard ATM Locator and select ‘no access fee’ to find free ATM’s nearby. If you are charged an ATM fee this could be for a number of reasons and you can find out more below:

  • A €2 fee applies to any additional withdrawal beyond our Fair Use Policy. You can identify this fee in your transaction history as a separate transaction (we’ll remind you via push message when you’re running low on free withdrawals).
  • Some ATMs may come with their own fees. This fee will appear within the same transaction in your transaction list, that is added on top of the withdrawal amount. We have no control over these fees and can’t reject or reverse them. You’ll be informed before the end of a withdrawal if additional fees apply and you have the possibility of cancelling it.
  • Foreign currency ATM withdrawals sometimes include fees. With the Woohoo Pay Standard and Woohoo Pay Business account, there’s a fee of 1.7% of the withdrawal amount. This fee is waived for Woohoo Pay You, Business You or Woohoo Pay Metal and Business Metal members.
  • Using your Maestro for ATM withdrawals. A €2 fee applies to both domestic or international withdrawals. Maestro is only available in Germany, Austria, or the Netherlands.