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Frequently Asked Questions

Making Deposits at the ATM

When will the funds from my cash deposit be made available at a Deposit Image ATM?

Cash deposits made on a business day by the ATM posted cut off time will be available immediately. Exceptions may apply. See your Deposit Account Agreement for additional information.

When will check deposits be credited to my account?

Check deposits made on a business day by the ATMs posted cut off time will post on the same day. Exceptions may apply. See your account agreement.

Does BBVA Compass accept deposits of foreign checks or foreign currency at an ATM?

BBVA Compass does not accept foreign checks or foreign currency at its ATMs. For more information about depositing foreign checks, visit your local banking center.

Can I split the money from my deposit into multiple accounts?

You will first need to deposit all of your funds into one of your accounts. You may then transfer the desired amounts to other linked accounts when funds are available via Online Banking or by calling 1-800-COMPASS (266-7277).

What do I do if the deposit I made does not match my receipt?

Please report any discrepancies in your account by promptly contacting customer service at 1-800-COMPASS (266-7277) or step into the branch for assistance.

What do I do if I do not get a receipt for my deposit?

ATM receipts cannot be reprinted. Please sign in to Online Banking or contact us at 1-800-COMPASS (266-7277) to review your account activity.

What are the advantages of using the ATM to make deposits?

  • The ATM saves you time by avoiding long teller lines.
  • The ATM is available for customer transactions virtually 24 hours a day, seven days a week, 365 days a year.
  • Deposits made on or before the ATM cut-off time will get same-day credit.
  • Deposit Image ATMs offer additional advantages, including:
    • No envelopes or deposit slips are needed – All you need is to insert your cash or checks
    • Check images and cash summaries are printed on the receipt

Can I deposit coins at the ATM?

You may not deposit coins at the ATM. Please take coin deposits into a local banking center.

Can I print a receipt without the image of the check?

No, currently it is not an option to receive a receipt with no image at Deposit Image ATMs.

Why wouldn't the ATM accept all or some of my cash?

When a bill is not accepted for deposit, it can be due to a variety of reasons. For example, the condition of the bill or some other factor makes the bill undetectable / unreadable, or you have reached the maximum number of bills that can be deposited at one time, or the ATM is temporarily not accepting deposits. If you experience a problem making a deposit using an ATM, please see a representative inside the branch.

Why wouldn't the ATM accept all of my checks?

The most common reason is that the account and routing number has not been encoded with magnetic ink. The ATM is not able to read checks printed on machines that do not use magnetic ink, such as home printers. On some occasions the ink from a signed name may run into the line of characters at the bottom and hinder depositing.

How many checks can I deposit at one time?

Deposit Image ATMs accept up to 15 checks at a time. Non-Image ATM's accept up to 25 checks at a time.

How many bills can I deposit at one time?

At our new Deposit Image ATMs, you can insert up to 35 bills at one time. If you have more than 35 bills, select Add More Cash and continue making deposits until you complete your transaction.

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Making transfers and withdrawals at the ATM

What is the maximum amount of money I can withdraw from an ATM?

A maximum of 30 bills can be dispensed at one time from the ATM. There may also be limits based on account type and availability of funds. All 3 factors are considered when determining how much cash can be withdrawn from an ATM.

How do I increase or decrease the amount I can withdraw at an ATM?

Please visit your local banking center or contact customer service at 1-800-COMPASS (266-7277)

What is the difference between Fast Cash and Withdrawal?

Fast Cash enables you to designate an amount that you consistently withdraw from your primary checking account. This saves you time if you frequently withdraw the same amount. Withdrawal allows you to enter the specific amount of funds you choose to remove from your account.

How do I transfer funds at an ATM?

Accounts must be linked to your debit card or ATM card in order to make transfers between accounts at the ATM. Select Transfer from the Transaction screen and follow the screen prompts.

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ATM Features

How do I set up my preferences at the ATM?

You may set or change your preferences at the ATM once you enter your PIN. From the Select Transactions screen, select Other Options. Then, select one of the following sets of preferences and follow the prompts to complete your transaction: Account Statements, Set Fast Cash, Set Language, Set Receipt.

What is a mini statement and how do I print one?

A mini statement is a transaction record that displays up to the last 10 deposits, the last 10 debits or the last 10 transactions. To print a mini statement at the ATM, you must first enter your PIN. From the Select Transactions screen, select Other Options, and then select Account Statements. You will have the option to print a mini statement for a fee.

How does a Deposit Image ATM read the amount on my check?

Each check contains an account and routing numbers that are printed with magnetic ink. The ATM reads the magnetic ink and then reads the amount by using Optical Character Recognition. Customers are asked to confirm the amount of every deposit. The ATM is not able to read checks printed on machines that do not use magnetic ink, such as home printers.

How do Deposit Image ATMs read the cash?

Each bill is scanned using Optical Character Recognition and verified for their authenticity. The Deposit Image ATMs only accepts valid US currency.

Will the images of my checks deposited at Deposit Image ATMs be available through Online Banking?

No, images of deposited checks are not available through Online Banking.

Can more than one account be linked to my Debit Card or ATM Card?

The number of accounts linked to each debit card or ATM card may depend on the type of account(s) you have. Please visit your local banking center or contact us at 1-800-COMPASS (266-7277) to determine the exact number, and to link and unlink your accounts.

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ATM Accessibility

What is a Talking ATM?

BBVA Compass ATMs are "talking ATMs" that deliver private, spoken instructions through a headset that plugs into an audio jack on the ATM. This option was created for people who are blind or visually impaired. The ATMs feature spoken instructions for every capability found at our ATMs, so you can make deposits, withdraw cash, transfer money between accounts, check account balances, and complete some types of other transactions.

Where do I get ear buds or head phones for Talking ATMs?

BBVA does not provide ear buds or head phones. You must use your own.

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Availability of Funds

What determines when my funds will be made available?

Banks are governed by federal regulations regarding the availability of funds, and BBVA Compass makes every effort possible to make funds available as quickly as possible to our customers. BBVA Compass's policy looks at different criteria to determine availability of funds, such as type of deposit, deposit amount and customer relationship.

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Using your Debit Card or ATM Card Internationally

What should I do if I plan to travel internationally and use my ATM or Debit Card?

To prevent an interruption in ATM or Debit Card access you must call the telephone number on the back of your card 1-800-COMPASS (266-7277) to have an agent place a travel flag on your account.

What if I need to contact BBVA Compass from outside the U.S.?

Contact customer service at 001-800-COMPASS (266-7277). If you are in Mexico contact 001-866-539-4414.

What accounts will I have access to when using a foreign ATM?

Most foreign ATMs will only give you access to your primary checking account.

Can I increase my limit on my ATM or Debit Card prior to going on my trip?

Yes, please visit or call your local banking center.

How is cash dispensed from ATMs in foreign countries?

Cash in foreign countries is dispensed in the local currency and debited from your account at the current exchange rate in U.S. dollars.

What happens if I am unable to use my Debit Card or ATM Card at a foreign ATM?

If you are unable to use a foreign ATM, you may be able to use your Debit Card or ATM Card to withdraw funds at a local bank, or contact customer service at 001-800 266-7277 or from Mexico 001-866-539-4414.

What are the fees for using a Debit Card or ATM card in a foreign country?

If a BBVA Compass customer makes an ATM withdrawal outside of the US at any financial institution's ATM, BBVA Compass will assess a fee for the use of another bank's ATM. In addition, an International Service Fee may be charged for ATM card and Debit Card transactions made for ATM cash withdrawals in currency other than U.S. dollars. The International Transaction Fee will be 1% of the U.S. dollar amount for each converted ATM cash withdrawal. This International Transaction Fee will appear as a separate item on your banking statement for each international transaction.

How do I calculate the exchange rate for a foreign currency?

You can visit your local banking center or contact customer service at 1-800-COMPASS (266-7277). You can also access several lan exchange rate calculator such as: http://www.exchangerate.com/ Note: Exchangerate.com is a third-party site. The security standards and privacy policies of this third-party site may be different, and BBVA Compass encourages you to review the third-party site's policies prior to using the site. BBVA Compass cannot control, and does not warrant, guarantee or endorse the content of the third-party site or your use of the third-party site.

How do I calculate the exchange rate for a foreign currency?

You can visit your local banking center or contact customer service at 1-800-COMPASS (266-7277). You can also access several lan exchange rate calculator such as: http://www.exchangerate.com/ Note: Exchangerate.com is a third-party site. The security standards and privacy policies of this third-party site may be different, and BBVA Compass encourages you to review the third-party site's policies prior to using the site. BBVA Compass cannot control, and does not warrant, guarantee or endorse the content of the third-party site or your use of the third-party site.

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ATM Fees

What are the fees for using an ATM?

BBVA Compass customers can withdraw cash with their BBVA Compass Debit Card or ATM Card without a fee at nearly 1,000 BBVA Compass ATMs in the United States. Withdrawals, deposits, transfers, and balance inquiries from ATMs at other financial institutions in the United States may be assessed a fee. You may also be charged a fee by the ATM operator or any network used. You may be charged a fee for a balance inquiry even if you do not complete a funds transfer. Please see your applicable account disclosure for additional information.

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ATM Problems

What do I do if the ATM kept my card or I forget my card in the ATM?

If the ATM keeps your card please contact customer service at 1-800-COMPASS (266-7277) or visit a local banking center to request a replacement card.

Who do I contact if my transaction did not successfully complete at the ATM?

If the ATM is located at a banking center, step into the branch and let us help you determine the issue. If it is after hours, please promptly report any discrepancies with your account by contacting customer service at 1-800-COMPASS (266-7277).

Do the balances provided at the ATM reflect all transactions?

No, Banks are governed by federal regulations regarding the availability of funds, and BBVA Compass makes every effort possible to make funds available as quickly as possible to our customers. BBVA Compass's policy looks at different criteria, to determine the availability of funds, such as type of deposit, deposit amount and customer relationship.

If the ATM gives money then takes it back, who do I call to report this issue?

If possible please visit the nearest local banking center or contact customer service 1-800-COMPASS (266-7277).

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ATM/Debit Cards

My Debit Card is going to expire soon. Do I need to do anything?

You should receive your new Debit Card in the mail about two weeks before your current card expires. Your current card is good through the last day of the expiration month that appears on the front of your card.

How do I report a lost, stolen or damaged Debit Card?

If your ATM or Debit Card is lost or stolen, please immediately call 1-800-266-7277 to report the incident to customer service. BBVA Compass will suspend transactions on the lost or stolen card and reorder a replacement if desired. You will receive a new card within seven to ten business days.

I don't have a Debit Card. How do I get one?

Visit a local banking center or contact us at customer service over the phone at 1-800-COMPASS (266-7277) to order a Debit card.

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*Miscellaneous fees may apply. See your account disclosures for full details. Availability of ATMs not guaranteed.

Links to third party sites are provided for your convenience. These sites are not within our control and may not have the same privacy, security or accessibility standards. Third parties are completely and solely responsible for the content and availability of their sites.