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Hi,
For immediate support we do offer telephone and live chat, however e-mails do take several days to review.
To address your question, some ATMs will seize a card for security reasons if it is declined. Generally it happens after multiple failed attempts (you would actually enter the card into the ATM, and then the ATM will keep it for fraud prevention).
It's very rare to happen with 1 failed attempt, however we like to be on the safe side. As the card is prepaid you can't use to purchase unless there are sufficient funds available on the card.
When you attempt to use the card at the ATM and the transaction fails, Payoneer is actually charged for that (which is why we have a declined ATM charge).
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