Why is my account restricted?

We may temporarily restrict your account to keep you and your money safe while we complete a routine check.

We know this is inconvenient, and our team is working to get things back to normal for you as quickly as possible.

What should I do now?

The most important thing you can do is check your email. If we need any information from you, we will contact you there.

To help speed up the process:

1. Check your email for any messages from Wise.

2. Respond to our information requests with clear and detailed information.

3. Upload any requested documents — make sure they are clear, readable, and not expired.

Our customer support team is here to help, but they can't remove the restriction or speed up the review. The fastest way to resolve this is by responding to our emails.

Why does this happen?

As a financial company, we need to run regular checks to keep your money safe and comply with regulations. We may restrict an account to:

• Keep your money safe if we spot unusual activity

• Double-check that it's you using your account

• Confirm your identity, address, or where your money comes from

• Make sure you're using Wise according to our policies

You can learn more in our Customer Agreement for your region.

A quick security reminder

Wise will never ask for your password, PIN, card's CVV number, or a One-Time Password (OTP) in an email, text, or over the phone. Always use our official support channels to get in touch.