Process updates
TRUE OR FALSE
Referral Free transfers vouchers cover the fees for same currency balance deposits?
FALSE
They no longer cover fees for same-currency balance deposits.
Brazil Card Activation - TRUE or FALSE
Customers ordering new cards can activate them using a 6-digit code.
TRUE
Customers in Brazil ordering new cards from December 10th onwards can activate them using a 6-digit code. Chip & Pin remain a fallback for activation issues.
PHP - Since what date has this currency been available as source currency?
As of November 14, 2024, PHP is available as a source currency worldwide. Customers can now send money and top up their MCA balances using f.PHP.
TRUE OR FALSE
A campaign we launched 1/13 requires US customers to update their addresses for compliance. Customers without valid addresses can continue to use their account without any issues.
FALSE
US customers need to update and verify their addresses for compliance. Customers without valid addresses will be blocked after 28 days.
Negative Balance - New guidelines now notify customers of any negative balance, earlier only when 100 GBP was reached.
How many days does the customers have to resolve this issue?
Customers have 30 DAYS to resolve before potential deactivations or suspensions.
The route t.NGN is now accessible to all customers.
But isn't available for customers with accounts registered in...
Israel or Mexico.
We must inform customers of the expanded access, except those with addresses in Israel or Mexico. The Wiki and FAQ are pending updates.
Escalation to Total Service: Identification
Does agents need to verify if the customer was under TS previously?
YES.
They can do this by checking customer history and existing notes. Certain indicators in the system help to identify if they were formerly part of the TS program. For example, specific tags or historical tags in customer profiles may denote past TS inclusion.
HK address process
What do customers who update their address from a country, where their MCA/Wise card was enabled, to Hong Kong have to do?
Personal customers changing their address to Hong Kong from a country where MCA/Wise card is available must empty balances before doing so as existing cards will be canceled due to license constraints in Hong Kong.
BGN - Bulgarian Lev
On what date was the BIC RZBBBGSF become inactive?
BIC RZBBBGSF is inactive as of November 30th, 2024; UBBSBGSF should be used instead.
Twilio Document Upload -
Customers need to verify transfers with their bank before the submit a document??
YES
A new filter screen prompts customers to verify the status of their transfer with their sending bank before uploading documents, aiming to reduce unnecessary document uploads by 44%.
Card authorization and spend expansion
What type of emails will customers who relocate to specific EU/UK regions receive?
Wise card customers relocating to specific EU/UK regions will receive emails suggesting a free card replacement relevant to their new residence.
What is the mandatory requirement for customers living in the Philippines?
Mandatory top-up is now required for personal customers living in the Philippines.
Customer Settings Space
We're making enhancements to the settings and profile navigation space for ease of discoverability within the website and Android platforms.
WHAT ARE THE ACTIONS FOR CS TO FOLLOW?
Use updated FAQs while Wiki updates are completed to assist with customer inquiries regarding navigation changes.
● The change is happening for 100% website and android (iOS coming later).
● We changed where features live and how users navigate to them, to make it simpler to find core features on Wise.
● What's changing? ○ No more drop down - Once you click on profile icon in top corner, it will direct you to “Your account page Screenshot in comments) ○ We relocated & renamed where features live under the setting page, so navigation steps for customers also changed.
● Were updating FAQs and KBs regarding this change. FAQs are already updated while wikis might take a bit longer. Meanwhile please use FAQs as SOT
MCA and Card not available for HK due to license limitations.
By what date should clients empty their balance?
We've notified personal customers in Hong Kong with instructions to empty balances by February 11, 2025, with card cancellations following thereafter.
NGN - What is the maximum limit to send in this currency?
Maximum sending limit equivalent to 10,000 GBP.