It can be worrying if there's a problem paying for your transfer. Here are the most common reasons why bank transfer payments go wrong, and what you can do to fix them.
If the name on my bank account doesn't match my Wise account
For security reasons, the name on the bank account you send from must match the name on your Wise account.
The only exception is if you're paying from a joint bank account. If so, you may need to upload a proof of payment that shows you’re one of the account holders.
If you paid from someone else’s account, or from a business account for a personal transfer, you’ll need to cancel the transfer.
Learn more about sending from a different account and some exceptions
If I entered the wrong bank details for Wise
When you set up a transfer, make sure you copy our bank details correctly. If you make a mistake, your payment will most likely be rejected by the bank and the money will bounce back to your account automatically. This can take several business days depending on your bank.
If the money hasn't returned to your account after a few business days, please contact your bank to trace the payment. Unfortunately, Wise can't help with this as the money never reached our system.
If I sent the wrong amount
Make sure you send the exact amount for the transfer you created.
If you sent us more money than needed, we’ll use the extra funds to pay for another open transfer on your account. If you don't have any other open transfers, we'll automatically refund the extra amount back to you once the transfer is complete.
If you sent us less money than needed, we’ll pause the transfer and email you with instructions on what to do next.
Learn more about what to do if you sent the wrong amount
If I forgot to include the reference number
The reference number helps us link your payment to your transfer. If you forget it, your money might be delayed.
To help us find your money faster, you’ll need to upload a proof of payment document.
Once you upload it, our team will review it and get in touch if we need more information.
Common questions
| Question | Answer |
|---|---|
| How long does it take for my payment to arrive? | This depends on the type of bank transfer you sent. For a local bank transfer it can take up to 2 business days, and for a Swift transfer it can take 4–5 business days. Your transfer status will only update to 'in progress' after we've received your money. |
| Why is my transfer delayed? | Your payment might take longer to reach us if you sent it just before a weekend or a public holiday. Please allow for extra business days for your money to arrive. |
| What if I've checked everything and my payment still hasn't arrived? | If your transfer is still not showing as paid, your money may still be with your bank. Please contact your bank's customer support to trace the payment. |
| Can I make a large bank transfer to pay for multiple Wise transfers? | No, please send a separate payment for each transfer you create. |
| Why was my money applied to an old transfer? | When you send money to us, our automated system links your payment to the oldest unpaid transfer in your account. We do this to process payments quickly, even if a reference number is missing. Make sure you cancel any transfer you don’t intend to complete, and leave just one active. Then we'll know that's where we can assign your money. |