Withdrawal not possible

Hi there,

I'm having a question, where support answered but I still don't have a resolution. I'm posting on behalf of my spouse. Currently we are abroad, in Mexico. My spouse has the premium plan, I have the free one. When it comes to withdraw cash, my card is working (as supposed), but the one of my spouse, is not. They are showing all the time the message "Information are not correct". Something similar. It is not a matter of PIN, as I failed to entered mine on my side and the prompt asked me a second time.

And of course, my spouse has no problem to pay with the card, but retrieving cash is an issue.

Support said "everything is normal and activated for this card" as they don't even have a trace in their system of the attempt. Foreign bank (last tried was Santander) is basically declining the card.

Any idea? I imagine the card could be malfunctioning, but it should show up on their system.

PS : my spouse has a photo of the actual message, I'll try to add it as soon as I have it. Withdrawal in Europe works, of course.