FAQ

Please confirm the following

(1) Did you use your ATM card at our partner ATM?
Please check our website "Domestic ATM"

(2) Did you use the ATM during operation hours?
Please check our "Maintenance Information"

(3) Was the ATM card inserted correctly?

(4) Have you registered your PIN on PowerDirect (Internet Banking) after opening your account?
If not, cash withdrawals at ATMs are not available (deposits are still available).
Please register your PIN on PowerDirect (Internet Banking).
First Login

(5) Did you enter the correct PIN?
Did you enter an incorrect PIN several times in succession?
Or is your PIN invalid?

(6) Did you exceed the ATM withdrawal limit for a single transaction?
Even if the ATM is located in the same location, the withdrawal amount will vary depending on the ATM model.
The number of bills that can be withdrawn in a single transaction may vary (50 bills, 100 bills, or 200 bills).
Please divide your withdrawals accordingly.

(7) In case you made a successful withdrawal, did you exceed your daily ATM withdrawal limit?
(The daily withdrawal limit at a domestic ATM is initially set at JPY 500,000 per day.
The amount can be raised to JPY 2,000,000 per day on PowerDirect (Internet Banking).)

(8) Are you able to check your balance at an ATM?
If you are not able to check your balance, there is a possibility that the magnetic stripe on your ATM card has been damaged.
You can request a reissue of your ATM card using the Procedure Request Form.

※ If you have moved from your registered address, please confirm the procedure to update your address first.

How to change your Name / Address / Phone number | SBI Shinsei Bank

After you have finished updating your address, please proceed to the Procedure Request Form.

It will take 2 to 3 business days to update your address.
After the procedure has been completed, we will inform you by email with the subject line:
「件名：【重要：SBI新生銀行】住所・電話番号変更のお知らせ」

If you are still encountering problems after confirming the above (1) to (8), or if your PIN is invalid,
please contact us via the Call Back Reservation Form.
*We will call you back at the phone number you provided.