KYC
Where can you access to the verification page?
Through Actions in Twilio
In the Wiki of USD, what is the minimum amount to send when paying with ACH Direct Debit
3 USD
What does this state "REMOVED" mean?
The account is still in our system, but doesn’t appear for the customer in the Reuse accounts list.
Can you pay in USD in Aruba?
No
Can we block a merchant, per cst's request?
Yes, as long as the cst does the steps of Block future payments.
Where can you upload a document to Verification?
On Twilio in the part where documents attached is.
Yearly rolling limit of FedWire applies for a period of 60 days?
No, these limits apply for a rolling 365-day period, and not per calendar year.
What does it mean "Waiting for Payment to Settle"?
It’s when we are waiting for their deposit to reach us.
Can you pay GBP in Israel?
Yes, unless the sender has an address in United Arab Emirates (UAE).
CST got charged twice by a merchant and it's pending, can we do something?
No, we can’t do anything until the transactions are completed.
Can you escalate to verification if The customer’s ID is verified, but the DOB doesn’t match
Yes, they’ll review the ID manually and update the DOB if all is good.
Common reason of why FPX transfer wasn’t instantly processed.
Name Mismatch
Cst with Chase bank, is receiving an invalid or expired connection error
1. Check if the customer’s Chase account is still linked to Wise.
2. Tell them to log into their Chase account and navigate to Security and Privacy settings → Linked apps and websites.
3. Check if Wise is connected.
4. If Wise isn't listed, customers should log into Wise and reconnect their Chase account via Settings.
5. There's no need to escalate cases related to this known issue.
Does Singapore have restrictions when you pay in EUR?
Yes
The merchant hasn’t taken action in 7 days, what does Wise (us do)?
We’ll automatically release it back in the customer’s balance on the Purges by date you can see in Ninjas
Which Wiki needs to be searched, when you have a Verification issue (bug)?
Bugs and Issues
CST sent funds to the wrong recipient account details, but the bank name & account numbers are correct
Malaysian banks typically don’t do name checks and funds should still reach them.
Does Rate Lock with ACH, depend on the speed of the debit?
No, it's guaranteed regardless of debit speed as long as the customer initiates the pull within the 24-hour rate lock period.
For SWIFT GBP OUT, Can we change recipient details?
Due to new regulations any SWIFT payment that has already been transferred can’t be edited, except for the recipient account number.
What’s an Active Card Check?
A transaction that the merchant charges in the amount of zero / 0 (rarely a small amount) and declines the transaction after.
Can you send an IDWL for vendor verification?
No. There’s no button to submit SWID or IDWL to a vendor— only regular ID can be submitted.
Can we recall payments for CST's issues?
No, only when deemed necessary by PayOps.
What are the FBO licenced-states limits?
10,000 USD per day (Nevada)
If the beneficiary provides our CST with a Proof of Return, the what do we do?
escalate the case to SWIFT Ops for further investigation
If the dispute is valid, the plastic disputes/chargeback team might raise a chargeback request to Visa/MasterCard. How many days can MasterCard have to respond?
45 days for MasterCard