Sending Money Basics
A user says: "I chose to send exactly $1,000 to my recipient, but I noticed the total amount was more. Why is that?"
What is the fees were added on top of the amount since the user selected the recipient's final amount instead of the amount to send?
A customer says: "It’s been five business days and my USD transfer to a recipient in Brazil still hasn’t arrived. I know Wise already sent the money. What could be the reason?"
What is potential delays from intermediary (correspondent) banks in the SWIFT network, or time zone differences between countries?
A new customer says: "I’ve triple-checked my recipient’s details, but the system won’t let me continue. It says the info is invalid. I’m sure it's right. What should I do?"
What is contact Wise and provide proof of account from the recipient, like a bank statement or invoice, so they can try to create a custom rule?
A customer says: "I'm trying to send money from the sale of a house. Wise is asking for documentation. I have the sales agreement signed by both parties, showing the address and sale amount. Will that be enough?"
What is yes — a signed contract with sale details is acceptable proof for property sale funds?
A user says: “I paid part of my transfer yesterday and more today — but the amount Wise received doesn’t match what I locked in. Why?”
What is your guaranteed rate expired because the full amount wasn’t received within the rate-lock period?
A customer says: "I’ve created my account, added a recipient, and entered the transfer amount. Yet Wise still shows my payment as incomplete. What’s missing?"
What is the payment step — the customer still needs to go to their bank or use a payment method to send funds to Wise?
A customer says: "I see that my transfer is marked as complete, but my recipient insists they haven’t received the money. Did something go wrong?"
What is the transfer is marked complete because Wise sent the money, but the recipient's bank may still be processing it?
(You can always provide a transfer receipt)
A customer says: “I accidentally used the wrong reference when paying a business invoice. What should I do?”
What is cancel the transfer (if possible) and create a new one with the correct reference?
A customer in the U.S. asks: "I made three large international payments today totaling nearly 5 million GBP equivalent. I tried sending a fourth, but it failed. Why?"
What is because there’s a daily cumulative SWIFT sending limit of 5 million GBP for users with addresses in the U.S., Australia, or Japan?
A user says: “Why can’t I set up guaranteed rate transfers anymore?”
What is Wise removed the feature due to a violation of the Customer Agreement? For example, setting up multiple transfers to chase better rates, or creating transfers without intending to fund them.
What are the most common payment methods we use to set up a transfer?
Pay from your bank account
Pay from your Wise account
Debit or Credit Card
SWIFT — for international transfers
Google or Apple Pay
SEPA — for cross-border euro (EUR) bank transfers
A customer says: "My friend says they got a deposit from some weird bank they don’t recognize. It doesn’t have my name on it. Could this still be my transfer?"
What is yes — the transfer might appear as coming from Wise or one of Wise’s banking partners, and the recipient should check the reference or sender info on the receipt?
A customer asks: “What happens if the recipient’s bank rejects the transfer due to the wrong reference?”
What is the money will be returned to Wise, and you’ll be notified by email to choose a next step?
(Usually requesting account number to see where you want the money refunded.)
A user says: "I want to upload proof documents now, before I even start the transfer — just to save time. Is that okay?"
What is no — Wise can't review documents in advance and only requests them after a transfer is initiated?
A sender asks: “Can I ever get the guaranteed rate feature back?”
What is yes — if you follow the Customer Agreement moving forward, Wise might reinstate it based on your activity? There's no set timeframe — it depends on your transfer history and future behavior.
A customer says: "I’m sending EUR to a bank in Thailand. I noticed the payment options changed automatically. Why did Wise do that?"
What is because Wise uses SWIFT to send EUR to banks that are outside the SEPA network?
A user says: "I sent money yesterday and it's still not delivered. I haven’t gotten any error messages, but I did get an email asking for my ID. Could that be the issue?"
What is yes — Wise may need to verify your identity for certain currencies or transfer amounts, which can delay processing?
A user says: “The transfer is still showing as ‘money being processed.’ Can I fix my reference?”
What is yes — cancel the transfer now, and resend it with the correct reference before it completes?
A customer asks: “Can I set up a transfer for the full amount now, and just pay for it in parts as my bank allows?”
What is yes — set up the full transfer and pay in smaller amounts, but respond to the email Wise sends confirming this plan?
A user asks: “How do I still send a specific amount without a guaranteed rate?”
What is use your Wise balance to fund the transfer directly, or enter the exact amount you want your recipient to receive?
A new Wise user says: "I added my friend using their phone number and selected USD as the currency. I see a field asking for their bank details. Why isn’t the transfer ready yet?"
What is because entering the phone number alone isn’t enough — full bank details are needed unless the recipient has a registered @Wisetag or email on Wise?
A sender says: "The recipient says the money’s not there, but I can see it's been sent. Is there anything I can do to help speed it up?"
What is yes — download the PDF transfer receipt from your Wise account and ask the recipient to share it with their bank?
A customer reports: “Help I sent the money to the wrong person and I don’t see a cancel button — and the transfer says ‘Complete. What can we do now?”
The money has left Wise — contact the recipient directly and ask them to return it. Wise can’t cancel a transfer after it’s been completed and sent to the banking system
A customer says: “I’m trying to send a large amount but my bank won’t let me transfer more than £10,000 per day online. I need to get this done ASAP!”
What is go to your bank branch in person to send a larger amount in one go?
A customer says: “How can I keep an eye on the rates without setting up a transfer?”
What is set up a Rate Alert — Wise will notify you when the rate hits your desired value?