For internal Circulation only

What are the error codes thrown by the ATMs and what is the resolution process for
each error code?

Error
Reason Action at Branch
Code
0 SUCCESSFULL Successful Transaction. Hence it is normal and genuine
transaction. If customer complaining that he/she did not use
the card on material time OR he/she claims that amount was
not dispensed by the ATM for this transaction, then branch
has to raise the CMS compliant. CMD will analyse the
complaint and advise the branches for next action.
1 Due to CAF (Cardholders This is due to a technical problem. Customer has to try after
Authorisation File) not some time, say 15 minutes. And if customer still face the
refreshed Or same issue, then Home branch should raise issue in
CMS/Service Desk to take up the issue with ATM
department.
PBF (Positive Balance File) This is due to a technical problem. Customer has to try after
not updated some time, say 15 minutes. And if customer still face the
same issue Home branch should raise issue in CMS/service
Desk to take up the issue with ATM department.
50 Unauthorized Usage This issue generally happens when ATM card is not linked to
any account or linked account might have closed. Branch has
to analyse the case and provide resolution as per situation. If
branch still not find any issue, then service desk request
needs to be raised for further investigation by ATM
Department
51 Expired Card As message says, it is expired card hence customer needs to
apply for fresh card only.
052 *A If New cards – CAF Whenever new series of cards are issued by bank that
(Cardholders’ Authorization information i.e. BIN (Bank Identification Number) must share
File) not refreshed. to all stake holders like SBI switch, NFS switch and Card
Schemes (VISA/MASTER/RUPAY). If there is an issue in this
regard, then this type of error will generate. Hence Branch
has to raise the service desk request to analyse further at
backend to identify the exact reason.
If Old cards – card data As explained above, if bank decided to discontinue some
deleted series of cards, then bank will inform all stake holders about
this information. Once this information is updated in their
respective databases, if customer uses these cards in ATM
then ATM will display this error. Once customer receives this
error, customer has to destroy the particular card and apply
for replacement of card (new card).
53 Wrong PIN entered Customer enters the wrong PIN. He/ She has to try with
correct PIN. If customer enter wrong PIN three times, then
customer ATM card will be temporarily blocked for that day
(up to 12.00 am). If it still displays the same error (after 12.00
am) then customer has to report this at branch where he/
she hold an account. The customer branch advises him/her
to generate fresh green PIN.

Prepared By: Ramesh Vittal Susirla Doc NoSBIIT_HDOC_IT_1792741_1051 Version No: 1.0
Owner ATI: SBIIT BU: DB&NB
Created on: 29-07-2019 Next Review Date: 29-07-2020 Expiry Date: 29-07-2020
 For internal Circulation only

54 PBF (Positive Balance File) Whenever CBS is not available for ATM switch to do ATM
not updated transaction then switch will be diverted to PBF for customer
account information like card number, account number and
available (Clear) amount. If this PBF is also not available for
posting of transaction, then this error will be displayed by
ATM. Hence this error mostly temporary in nature, if
customer tries after some time say 15 minutes or so, by the
time either CBS will be connected to switch or PBF will be
available for posting of transaction.

55 Ineligible Transaction This error generally cropped up due to stoppage of channel

56 If a/c linked to the card is The transaction was denied because of restrictions on, or
Saving Bank Account (SB difficulties with, the application accounts specified in the
a/c), cardholder CAF record.
57 If a/c linked to the card is The transaction was denied because the terminal owner or
Current Account (CA) card issuer does not allow the transaction. Home branch
should raise issue in CMS/Service Desk to take up the issue
with ATM department.
58 Insufficient Funds No As message says, No balance in account.
Amount
59 Insufficient Funds As message says, No balance in account.
60 Usage Limit Exceeds With the present withdrawal card exceeds usage limit, the
customer has to try next day only.
61 Withdrawal Limit Exceeded With the present withdrawal card exceeds withdrawal limit,
the customer has to try next day (after 12.00 AM) only.
62 Wrong PIN try exceeded and Since customer has tried more than three times with wrong
card blocked temporarily PIN, the card will be blocked temporarily. The customer has
to try with correct PIN in next day (after 12.00 AM)
63 Withdrawal Limit already Before attempting present withdrawal itself card exceeds
reached withdrawal limit, the customer has to try next day (after
12.00 am) only.
68 Either card is damaged or Since Card is damaged or data in the card was corrupted, the
card data is corrupted. card has to be replaced. Before replacement of CARD the
existing card should be blocked permanently and advise the
customer to destroy into at least 3 pieces
70 System Error This is due to technical issue. Customer can try after some
time say 30 minutes or so. If problem persists, Branch has to
check user codes in CBS like ATM Not Issued code, Minor
/Adult code and Signature code. Still there is an issue, then
branch has to lodge service desk request to analyse the issue
further by technical team at GITC.
72 Destination not available This is due to technical issue. Customer can try after some
time say 30 minutes or so. If problem persists, Branch has to
lodge service desk request to analyse the issue further by
technical team at GITC.

Prepared By: Ramesh Vittal Susirla Doc NoSBIIT_HDOC_IT_1792741_1051 Version No: 1.0
Owner ATI: SBIIT BU: DB&NB
Created on: 29-07-2019 Next Review Date: 29-07-2020 Expiry Date: 29-07-2020
 For internal Circulation only

73 Routing Problem This is due to technical issue. Customer can try after some
time say 30 minutes or so. If problem persists, Branch has to
lodge service desk request to analyse the issue further by
technical team at GITC.
76 Dormant Account Since account became dormant, the card does not function.
Hence the customer has to do normal withdrawal from
branch to make the account live or normal account.
77 Account is Locked This error is encounter when customer tries to generate
GREEN PIN for the first time of new card and enters account
number of registered mobile number wrongly. Branch has
to send an email to helpdesk.atm@sbi.co.in
OR
Use DCMS app in CBS and activate the card AND advise the
customer to generate Green PIN.
78 Inoperative Account Since account was Inoperative, the card will not function.
Hence the customer has to do normal withdrawal from
branch to make the account live or normal account.
79 Card data and CDC data This is due to technical issue. Branch has to lodge service
mismatch desk request to analyse the issue further by technical team
at GITC.
82 Either card is damaged or Since Card is damaged or data in the card was corrupted, the
card data is corrupted. card has to be replaced. Before replacement of CARD the
existing card should be blocked permanently and advise the
customer to destroy into at least 3 pieces
89 Acquirer Limit Exceed Customer has to try for a lesser amount. [For Other Bank
Cards on SBI ATMs, limit set is 10,000/- per transaction]
93 Minor Account According CBS data the account is minor as of material time.
The branch has to verify the date of birth of customer in the
CBS. If it is minor account without guardianship, then the
card will not function. (Minor clause is not applicable to
Pehla Kadam and Pehli Udan cards)
93 O/D Limit Branch has to verify the Limit and available or clear balance
and expiry date of limit.
94 Insufficient Balance As message says, No balance in account.
95 Insufficient Funds-mod As message says, NO balance in ATM linked SB/CA account
Funds exist but there is a balance in the MODs. Due to non-execution of
MOD condition, the Fixed Deposit not closed automatically
and hence funds are not available in ATM linked SB/CA. The
branch has to verify the reason for non-execution of MOD
condition on MOD deposits.
96 Check Limit Expiry Date OR Branch has to verify the LIMIT EXPIRY Date for atm linked
Check Sweep Flag OD/CC account, if it is expired then expiry date has to modify
as per applicable rules. If ATM linked account is SAVINGS
PLUS account, then branch should verify the sweep
condition.
150 The Card is Blocked Since the card was blocked, the branch can unblock the card
through DCMS app in CBS. Branch should note that
permanent blocked cards cannot be reversed to active card.

Prepared By: Ramesh Vittal Susirla Doc NoSBIIT_HDOC_IT_1792741_1051 Version No: 1.0
Owner ATI: SBIIT BU: DB&NB
Created on: 29-07-2019 Next Review Date: 29-07-2020 Expiry Date: 29-07-2020