There are a number of reasons why we might need to close your Wise account.
We will close accounts that we believe go against your agreement with us, so always check the Terms of Use and Acceptable Use Policy for your region.
We can’t tell you specific reasons why we closed your account, and Customer Support doesn’t have the ability to view the reason.
If your account was closed where you still have access to your money, learn more here
Why we might close an account
Some examples why we can close your account include:
it’s a duplicate of another (you can only have one personal Wise account)
its security has been compromised
You can find more reasons in our Terms of Use, where we explain how we’re allowed to close accounts. Make sure to read the agreement for your region.
We know how disruptive and unexpected this can be. We never take decisions to close accounts lightly, and they are handled with utmost attention and consideration.
What happens to my account?
Here is what happens on your account after we close it.
My pending payments
When we close your account, we cancel all pending transfers. After reviewing your account, we’ll work on returning any money that you’ve already sent, the way we received it.
Refund time depends on how you paid for your transfer:
by card: 3–10 working days
by bank or wire transfer: 2–3 working days
by bank debit or ACH: up to 90 working days, while we carry out due diligence checks
Someone sending me money
If someone sent you money after your account has been closed, the money will automatically be sent back to the sender. The time it takes for the sender to get their money back depends on the currency and how they sent it — for example, card or Swift refunds usually take longer than bank transfers.
Money left on my account
If you still have money in your Wise balances when we close your account, we’ll work on sending it back to your bank account. But first, we need to carry out security checks as part of our regulation. While we do that, your money and information will be safe and secure.
You can submit a refund request to have your money refunded back to you.
My balance statements
After your account is closed, you won’t be able to access your account information. But if you need your balance statements for tax purposes or other reasons — reach out to our support.
Appealing the decision
If you’re not happy with our decision to close your account, you can appeal it.
Once you make an appeal, we'll let you know if we can review your case and what other steps you can take. Making an appeal doesn't mean we'll automatically change our decision.
Our Customer Support team is here to help, but they can't give you any more details about why we’re closing your account. They don’t have access to this information.
We might ask you for more information, and for your bank account details. These bank details should be from a bank outside of Wise where we can refund your money.
We'll do our best to let you know the status and timeline. The time it takes for us to review it will vary.
Lodging a complaint
You also have the right to ask for a review of your case by lodging a complaint.
During a complaint review, we'll assess the quality of the service and support you received. We can also assess if we've honoured our agreements with you. Read the Customer Agreement for your region.
Note that a complaint doesn’t affect our decision to close your account, nor does it help speed up any refunds or the security checks we need to run on your account.
We aim to review your complaint within 14 calendar days, but it can take longer depending on where we offer our services to you.