What is Wise?
Wise is a Money Service Business ("MSB") registered with FinCen, not an FDIC-insured bank. It's authorised to operate as MSB in most states. In other states the program is sponsored by Community Federal Savings Bank, to which we’re a service provider. Wise offers secure, fast, and cost-effective ways to send money across borders — now directly available through Google Pay.
Is my money safe when using Wise through Google Pay?
Yes, Wise is a fully regulated financial institution, and we prioritize the security of your funds. We use advanced encryption and security measures to protect your information and transactions.
How to cancel my transfer?
To cancel your transfer, select Cancel transfer on the "Transaction details" screen in your Google Pay account.
If you can't cancel your transfer from your account, please contact us at +1 888 743 6343. We’ll check if a cancellation is still possible, but if the money has already been paid to the recipient, we won’t be able to cancel it.
What if I sent money to the wrong person?
If your transfer hasn't been sent out yet, select Cancel transfer on the "Transaction details" screen in your Google Pay account. If you no longer see the cancel option in your Google Pay account, please contact Wise to see if it can still be cancelled.
If it can be cancelled, we’ll send the money back to your bank account, and you can set up another transfer to the right person.
If your transfer has already been completed, we can no longer cancel it. We recommend you to contact the recipient and ask them to reject the funds. If the recipient details are wrong, their bank will typically reject the transfer and return the money to Wise.
Who is eligible to send money internationally with Google Pay?
The feature is currently only available to US users who are sending from USD to India (INR), Mexico (MXN), Brazil (BRL) or the Philippines (PHP).
Can I merge my existing Wise account with my Google Pay account?
Unfortunately, you cannot merge your Wise account with your Google Pay account. They will remain separate, meaning you won't be able to view recipients, payment methods, or transaction details from your Google Pay account when logged into your Wise account, and vice versa.
How much can I send?
Transfers made through Wise via Google Pay will have the below international transfer limits:
Per day: $3,000 USD
Per month: $8,000 USD (30 day rolling window)
These limits apply to the total of all transfers made using Google Pay within the specified timeframe, not to individual transfers with Wise.
Why does it say my transfer is complete when the money hasn't arrived yet?
Your transfer is marked as complete when we’ve sent the money to the recipient bank. We leave a little room in our arrival estimate for the bank to process and release it.
If your recipient says they haven’t yet received the money, there are two possible reasons why.
1. The receiving bank is still processing the money
Some banks process transfers slower than others, and it can take up to one working day for them to release the funds. This means your money is safely on its way, but the recipient bank is still processing it. Your recipient can ask their bank to speed this up. They’ll need a transfer receipt that has all the transaction details. You can find this receipt in your Google Pay account
2. The money has arrived, but it looks a bit different
Your recipient might not recognise the transfer when it arrives in their account. Using the transfer receipt, we recommend they check:
The sender name and reference. Your recipient should look for a transaction on their bank statement from Wise — they won’t see your name. The transfer might also come from one of our banking partners. In this case, they can identify it from the reference number, the currency and amount. Your recipient’s account might be in a different currency than the one you’ve sent them. In this case, their bank will convert the money again, and the amount might be different than expected.
Why is my transfer under review?
We need to run security checks on all of our customers and their payments time to time. This is because we're a regulated financial institution, and are required to review transfers by law. We might need to verify things like your ID, address, or where you got the money from, when you make a transfer. These additional checks can add extra time to your transfer. If our team does need anything else from you to complete your transfer, we'll be in touch via email. Once the transfer is resumed and sent out, the status of the transfer will automatically be updated in your GPay account.
How do I make a complaint?
Everyone has the right to make a complaint if they didn't get the experience they expected — you can find more information below.
Before you submit a formal complaint, you may be able to resolve your issue..
Before you submit a formal complaint, you may be able to resolve your issue by calling our support team via this number: +1 888 743 6343.
How to file a complaint?
If you have a complaint that you would still like to file after speaking with support, please use this link to fill out our complaint form, and we'll look into it for you.
What happens after I make a complaint?
Wise will:
email you that we got your complaint
ask for any extra information, if we need it
investigate your case and your concerns, referring to the Terms and Conditions
email you to explain what actions we took and why
We’ll look into your case as quickly as possible. We aim to acknowledge your complaint within 24 hours and send you a final response within 15 calendar days. On rare occasions, we may need to extend the deadline to investigate your case in detail and we’ll let you know if we need more time.
What if I’m not happy with the response?
In the US, you can make a complaint online with the Consumer Financial Protection Bureau, or your state regulator.
If we can't provide you a final response in 15 calendar days, we'll extend the deadline to 35 calendar days from the day you complained. If this happens, we will contact you by email explaining the reason.
Do you still need help?
You can call our team directly to help answer your questions via this number: +1 888 743 6343.