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> Use this file to discover available pages before exploring further.
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# ATM: Transaction Failed

If a Bitcoin Well ATM displays an error or does not reach the final confirmation screen, save the transaction details so the ATM support team can check what happened.

## What to do

1. Stop inserting cash.
2. Take a clear photo of the error message or transaction receipt, if available.
3. Record the ATM location, date and time, exact cash amount, and reference ID.
4. Check your wallet to see whether the transaction appears as pending or received.
5. Email the details to [**hello@bitcoinwell.com**](mailto:hello@bitcoinwell.com).

||| If the ATM accepted your cash, do not start another transaction until ATM support has checked the first one.

## Failed versus pending

A transaction that has been broadcast but is waiting for blockchain confirmation is not necessarily failed. Bitcoin network conditions and the receiving wallet can affect how quickly a transaction appears as confirmed.

|| ATM support can use the receipt and reference ID to verify the transaction status.

| Keep the original receipt until the issue has been resolved.

Never send support your wallet recovery phrase, private keys, account password, or verification codes.