This article explains how to collect a cash transfer at a Ria-supported Euronet ATM, and what to do if something goes wrong. Please note that this ATM collection service is not yet available in all locations.

In this article we'll cover:

• How it works  
• Before you collect  
• Problems at the ATM  
• Security code issues  
• Registration and sign-up  
• I didn't receive my cash from the ATM

How it works

When someone sends you money through Ria for ATM collection, here is what happens:

1. The sender places an order at a Ria store and provides your phone number.
2. The recipient receives a text message with a link to register for a Ria account and verify their identity through the Ria Money Transfer app.
3. Once registered, and notified that the order is ready for collection, the recipient goes to a supported Euronet ATM and enters the PIN that the sender received when they placed the order.
4. The ATM sends a one-time security code to the recipient's phone. Enter the code at the ATM and the cash will be dispensed.

Important
Recipients need to collect their cash within 7 days of the order being placed, otherwise the transaction will expire automatically and will need to be re-sent by the person who sent the money.

Before you collect

Before you go to the ATM, make sure you have:

• Completed registration and identity verification in the Ria Money Transfer app (see below if you haven't done this yet)
• The transaction PIN — this is sent to the person who placed the order, so you'll need to ask them for it
• Your phone with you to receive the security code

Transaction limits
The maximum amount per transaction is €2,000. ATMs dispense €20 and €50 notes only, up to 40 notes per transaction.

Problems at the ATM

The ATM showed an error message

If you see an error message on the ATM screen, the message will tell you what to do next. Here are the most common ones and what they mean:

If the ATM tells you to contact the sender
in these cases there is nothing we are able to do for the person collecting the cash. Please reach out to the person who sent you the money and ask them to contact us. They can call us or reach out through our Help Centre.

Security code issues

I didn't receive my security code

If you entered your PIN at the ATM but didn't receive a security code, or if the code didn't arrive in time, here is what to do:

1. The ATM screen will show you the steps to follow — please follow the instructions shown.
2. If you are having issues after generating a code, please wait 2 minutes.
3. Go back to the ATM and enter your transaction PIN again. This will automatically send a new security code to your phone. 
4. Make sure you are at the ATM and ready to enter the code before you start,

Please note
There is no button on the ATM screen to resend the security code. The only way to get a new code is to wait and re-enter your PIN as described above. Please be aware there are limits to how many codes that can be sent and sending too many codes can lead to your order being cancelled.

My security code didn't work

If you entered the security code but the ATM said it was invalid, try the steps above to generate a new code. If you continue to have trouble after several attempts, please contact the person who sent you the money and let them know, as they may need to place a new order.

Registration and sign-up

I haven't registered yet

Before you can collect at the ATM, you need to fully register your Ria account. Here is how:

1. Look for the text message you received when the money was sent to you — it contains a link to get started.
2. Download the Ria Money Transfer app from the App Store or Google Play.
3. Follow the steps in the app to verify your identity.

Complete your registration within 7 days
The transaction will expire if you don't complete registration within 7 days of the order being placed. If this happens, the person who sent the money will need to place a new order.

I didn't receive the sign-up text message

If you didn't receive a text message with a registration link:

• Check your spam or junk folder if you have one — the message can sometimes be filtered.
• If you think the wrong phone number was used, please let the sender know. They will need to contact us to cancel the order and place a new one with the correct number.

It says my phone number is already registered

If you see a message saying your phone number is already linked to an account, this means your number is associated with a different Ria profile. Please contact us and our team will be able to help resolve this for you.

Once you're registered

Once you have completed registration, you will have a full Ria account. Wait for the notification from us to let you know your cash is ready for collection. You can head to a supported Euronet ATM, enter your transaction PIN, and follow the on-screen steps to collect your cash.

I didn't receive my cash

If you completed the full collection process at the ATM — entering your PIN and security code — but no cash was dispensed, please do not attempt the transaction again.

Submit the claim form for an ATM cash issue, and our team will investigate this for you as quickly as possible. 

Submit my claim now

Not sure if the transaction completed?
If the ATM showed a message on screen and the collection didn't finish, this is a different issue — please refer to the Problems at the ATM section above rather than submitting a cash claim.

Still need help?

If you've read through this article and are still having trouble, here is who you need to contact depending on your situation: