Wiki Articles
I got an email from Trasnferwise@gmail.com, what is this?
Phishing and Wise Brand Impersonation
I recently set up a transfer on my account (f.USD), but I don't see the funds taken out?
Check the Payment State on Ninjas Transfer Page
Hi Wise!
I live in Baton Rouge and I've been transferring money to the Bahamas for a vacation house, it usually gets there instantly but this time it hasn't.
Open ER -
Open changelog to see if 1st offered date has passed
Close ER
If yes error - compensate
Inform CST
Hi I'm in Canada but I get paid from the US, I want to start earning interest on my balance, how do I do that?
You can't! Only open to US registered profiles
Can I get my transfer history in a CSV file please?
Documents we can't provide to the customer
Hi, I can't change the address on my profile, I already changed my business registration, what do I need to do?
Escalate to Biz CS
Hi, I had a charge that was supposed to be reversed but the money isn't back in my account.
Check the purge date on the transaction
Time to block the card. Delete the card number from the email and have customer order a new one. The details have been compromised.
Hello, I'm travelling right now so I didn't bring my Wise card, I saw and article that stated I could get one. I live in Tokyo and won't be back for some time, can you help me?
Hi, I'm trying to connect my card to my Apple Wallet, but it's not working. What am I doing wrong?
Mobile Wallets
Hi Wise!
I sent a wire transfer from RBC in, but it didn't appear on my account. Where is my money?????
Inform cst their funds will be returned, advise timeline based on OPS page
Hi! I had a transfer paused, but it looks like it says something like "needs your attention". I already uploaded my IDs, I don't know what else to do!
Recovery URL on Transfer Page
No Contact, cst wishes to cancel
Add WI "other - cst wishes to cancel"
Escalate via Twilio via "Send to -> Sanctions"
Hey, I'm trying to send money to my family in Nigeria, can you help?
Closed route, we no longer offer this ccy route.
A bank calls us about a fraud case
Third Party Requests
Hi, I'm living in Poland, but I still use my Ukrainian Passport, I've uploaded it 3 times like you guys asked, but my transfer is still paused! What else do I need to do????
Check the customer's age - For ukrainians, we need either page 1, page 1 and 3 or page 1 3 and 5.
Hey, my INR transfer hasn't gone through, please help!
Hi, I'm moving from Japan to the United States, how do I change my address?
Request POA showing address in US
Postcode
Send to regional Ver
Hey, I'm trying to buy these Memorex vitamins from my friend's online store and your card's not working. I though I could use it online!
We cannot facilitate transactions involving ANY pharmaceuticals, both real and fake.
A customer is using their cards to receive money from online merchants
Credit Transactions - Receive Money to the Wise Card
Hi, I set up my transfer a while ago and put in the Direct Debit payment. The rate changed to something better when the money arrived and the transfer went through, but I got the old rate. Please switch it back or give me the difference, now!
We can't. The rate is locked upon authorization of the direct debit, not the point at which the funds are actually received.
This is now a complaint and needs to be handled as such.
How to find the partner bank the account was created with
Tags and Features
Hey, I live in France, I ordered a card, but I had to cancel and switched the delivery to Tunisia, where I am on leave for work. I want to make sure the card will be on time. Thanks!
Check for irregular card order!
Use security back office to check log in locations, if not in france, force POA ver and partner suspend the card.
Hey, I live in Turkey and my deposit of USD hasn't come in yet! I've been using them for years!
Trick question.
Details should work until August 30th, so this is actually missing pay-in procedure.