PanicStation.org
UK USA
uk Money & financial emergencies

What to do if…
a cash deposit does not appear in your account and there is no receipt

Produced and maintained by PanicStation.org Published: Last reviewed: Editorial policy UK guide

Short answer

Check whether the deposit should already have appeared, then contact your bank through an official channel if it is overdue or the machine or counter transaction went wrong. Report the missing cash and ask for a case or complaint reference.

Do not do these things

  • Do not put more cash into the same machine merely to test it.
  • Do not assume that the lack of a receipt prevents the bank from investigating.
  • Do not state an exact amount as certain if you are unsure; identify it as an estimate.
  • Do not delete account screenshots, messages or notes about the deposit.
  • Do not share your PIN, password or one-time security codes with anyone.
  • Do not use contact details from an unexpected call, message or email.
  • Do not wait for perfect information before reporting a deposit that should already be showing.

What to do now

  1. Check the correct account, available balance and recent transaction list. Take screenshots that show the date and time.

  2. Check the expected processing time for the way you paid in the cash. At a Post Office, cash deposited using a bank card normally shows on the same day, while cash deposited using a paying-in slip normally shows on the next working day. Check your bank’s own information as its arrangements may differ.

  3. Write down what you remember:

    • the amount or best estimate
    • the date and approximate time
    • the exact branch, Post Office or deposit-machine location
    • the cash denominations, if remembered
    • whether you used a bank card, PIN or paying-in slip
    • any machine number, error message or unusual event
    • any conversation you had with staff

  4. Contact your bank using its app, the number on your card or its official website. Say that cash was accepted but has not appeared in your account and that no receipt was produced.

  5. Ask the bank to record the report and give you a reference number. Ask what information it needs and when you should contact it again if the credit has still not appeared.

  6. For a branch-counter deposit, contact or revisit that branch and ask a manager to record what happened. For a deposit machine, give the bank its exact location and identification number if you can find it.

  7. For a Post Office deposit, give the bank the Post Office branch, deposit method and approximate time. Post Office guidance says discrepancies should be raised directly with the bank.

  8. Ask whether the bank can compare the transaction records with any branch or machine cash difference. The records available will depend on where and how the deposit was made.

  9. Keep a record of every contact, including the date, time, person or team, reference number and next promised step. Save messages and complaint acknowledgements.

  10. Tell the bank immediately if the missing money leaves you unable to pay for essentials or meet an urgent payment. Also contact the organisation expecting the payment and ask whether it can allow extra time while the deposit is investigated.

  11. If the bank does not resolve the matter, ask it to treat your report as a formal complaint. The Financial Ombudsman Service may be able to help after the bank sends its final response or does not respond within the applicable complaint-handling period.

What can wait

You do not need to decide now whether to change banks, seek compensation or take legal action. You also do not need a perfect account of events before reporting the problem; provide what you know and add further details later.

Important reassurance

Having no receipt may make the deposit harder to trace, but it does not necessarily end the matter. The bank may have transaction records or be able to compare the recorded activity with the cash found at the branch or machine.

Scope note

This guide covers the immediate reporting and documentation steps for a missing cash deposit. Later decisions may require help from a financial complaints specialist, debt adviser or legal professional.

Important note

This is general financial information for the UK, not financial or legal advice. Deposit procedures and processing times vary between banks, accounts and deposit methods, so follow your bank’s instructions.

Additional Resources

Closely connected guides that may be useful during the same situation or its immediate aftermath.

About this guide

This guide was produced and is maintained by PanicStation.org using its published editorial process. Official and specialist sources are checked where relevant, and AI-assisted tools may be used for drafting, organisation, and consistency checks. The site operator remains responsible for publication, revision, and removal decisions.

Support us