Verification
Can we correct a typo in the customer Latin Name?
We need to confirm with the customer?
YES. We can change the name in the Support Base.
NO. We don't need to confirm with the customer.
Can we provide Transfer history and Transfer Confirmation to Compliance deactivated customers?
Do we have any restrictions on that?
Yes, we can provide the Transfer history and Transfer Confirmation to Compliance deactivated customers.
Restriction:
Until the date and time of deactivation.
The customer wants to know the transfer’s fees and provided enough information on the transfer. How we can check the fee?
Go to Wise Fees & Pricing Page /enter the customer's information on the transfer / Change the location to match the customer profile./ Advise the customer on the fees.
How we can check the transaction declined reason?
To find Decline reason and Tags, open the transaction and check the panel on the left-hand side in Ninjas.
Optional: Check the Declined Transactions wiki to understand the reason
How to add problematic-verification tag (Prob tag)?
Verification Page / Report problematic verification / add the problematic-verification tag / Choose the customer’s region for Owning team / select Problematic suspension for Case type / Add a comment with the reasoning plus your case links, and the tag.
Optional: Send the customer an email with the quick reply Profiling Email
Can we correct a typo in the customer's address?
No. We need to escalate to the regional DD (Due Diligence) team on Support Base .
What is the name of the process of verifying a customer who uploaded a photo of a third party to the account?
Profiling
How to register a Pix Key for Existing and New Customers (account verification is completed)?
Existing Customers:
Click on Register Pix Key button / Select which key they want to register / After confirmation, the Pix key can take about 6 seconds to be ready. Customers will see a Pending registration message.
New Customers:
If they follow the steps to order a card, for the top up requirement, we direct the customer to Register Pix key
If they choose to add BRL first, they’ll see the Register Pix key
The key registration and options are the same as for existing customers.
Is it allowed to receive payments from cryptocurrency platforms to the Wise Card?
Yes
Our Acceptable Use Policy section on cryptocurrencies doesn’t apply to credit transactions
How to add Dup-override Tag?
(For Restricted and Unrestricted agents)
Unrestricted agents
Ninjas Tag Tab / Quick-Tags / add dup-override tag
Restricted agents
Support Base Tools Tab / find the duplicate account by Secure Search / Actions drop-down / Add duplicate override tag / Choose the duplicate account type
What documents can we accept as Right to Reside? (General)
Can we receive the document in the email attachment, https://wise.com/user/verify/other or Recovery Link?
National ID
Passport
Residence Permit (paper documents are not accepted)
Visas (validity over 90 days)
NO. Customers need to click on the banner on their profile to upload the document. They can’t send it as attachments and we can’t upload it for them either.
Which information/document we need to Redact from the list below?
ID Number
PII on internal notes
BIC
Bank Code
IBAN
Wise pay-in details
ID Number - REDACT
PII on internal notes - REDACT
BIC - DON'T REDACT
Bank Codes - DON'T REDACT
IBAN - REDACT
Wise pay-in details - DON'T REDACT
How we can refund a transfer in JPY if the Self-Service is expired and the transfer is marked as Unrefundable ?
1. Ask the customer to register their originating bank account under the Recipient tab and reply back when they’re done.
2. Confirm that the customer added the recipient, then send the case to JPY Ops.
Card order requirements are fulfilled (Verification + Fee) but the card order is still pending what we can do?
Click on Recover Button. If that doesn’t create the card even when all issuance requirements are completed,
Click on Recheck button — the requirements should automatically change to completed.
Which is the tool that we use to check the SMS / Voice Call / WhatsApp statuses and Rate-limit ?
What Account Helper Can do from the list below?
Order cards
Send the customer’s ID
Receive info about the account/transfer status
Set Up Transfers
Add a business account
Order cards - NO
Send the customer’s ID - NO
Receive info about the account/transfer status - YES
Set Up Transfers - YES
Add a business account - NO
Which is the 4 key drivers of vulnerability ?
Health
Life Event
Resilience
Capability
How to check if the funds are stuck with Interac?
1. Check the POP with Interac details.
2. Enter customer’s full name followed by interac@wise.com in the search bar on Zendesk.
If a customer is suspended from ordering a card what information we need and where we can check?
Where: Card availability on Ninjas
If Blocked Old Cards UI in the Card Tab on Ninjas
What:
- The card is blocked?
- Block Type (Permanent / Temporary)
- Block Duration (in case of temporary suspension)
- Tags
Where we can check for Duplicate accounts?
Support Base Case Tab
Verification Page
Security BackOffice - Audit Log
When we ask for tax information details?
We’ll ask this question when the customer wants to do any activities with their Wise Account for the first time:
Add Money
Receive Money
Get Local Account Details.
What we need to do if customer sent us confidential Wise Card info by uploading photos to the Verification page?
1. Block the card
2.Tell the customer that you blocked their card due to a security risk, and explain they shouldn’t share their full card details with third parties (including CS)
3.Guide the customer on how to order a new card
4. Send a ticket to the regional Verification team.
Where we can check the ACH Error in the Transfer Page?
ACH Timeline
When CS can/must change the Card Status from PARTNER_SUSPENDED ?
For what status CS can't change the Card Status?
1. The account was deactivated and has already been correctly reactivated (including self‑service reactivation) - Reactivation
2. The team who deactivated/reactivated the account should have unsuspended the card but missed this step
3. Irregular card order cases
CS can't change the card status to ACTIVE
Which tool we use to check the reason that customer Wise card issuance is suspended due to Service Denied?
And where we can find this tool in our system?
Tool Name:
Account Capabilities
Tool Place:
Ninjas Profile Page
Ninjas Verification Page
Watson