If you’re waiting for a payment, don't worry. Here’s a checklist to help you find your money.
1. Check the date
Most transfers are processed on working days only.
Weekends and holidays: Banks usually don't process payments on weekends or public holidays. If the money was sent on a Friday, it likely won't arrive until the next working day
Time zones: If the sender is in a different time zone, their bank might be closed even if yours is open
2. Check your Wise account
We might have paused the transfer to keep your money safe while we ask for more information. We'll always email you if we do, but it's worth checking your account too.
Check your Activity list: Look for any pending tasks or notifications on your home screen
Check your limits: Some currencies have limits on how much you can receive. If a payment takes you over the limit, we may have to refund it. Learn more about receiving limits
Check your email: Search your inbox and spam folder for emails from Wise. We might be asking to verify your identity or for more information about the transfer
3. Check with the sender
If your account looks fine, the issue might be with the sender's transfer. Ask them to check:
The details: Did they spell your name correctly? Did they use the correct account number? A typo can cause the bank to reject the payment
The delivery estimate: Ask them for the estimated delivery time they received from their bank when they set up the transfer
The tracking link: If they sent money using Wise, ask them for the tracking link. This will show you exactly where the money is
Why might my money be delayed?
| Scenario | Details |
|---|---|
| The money was sent from another Wise account | In this case, it should be instant. If there's a delay, the sender may need to take action on their end. For privacy reasons, we can only discuss transfer details with the sender. |
| The money was sent from an outside bank | The delivery time depends on how it was sent. For example, a Swift or wire transfer can take 2–5 working days to reach us. Learn how long your currency usually takes. |
| The transfer was cancelled | Sometimes, we have to cancel a transfer for regulatory reasons. If this happens, the money is always sent back to the sender. You should advise them to contact their bank for more information. |
What if the estimated time has passed?
If the delivery estimate has passed and you’ve checked the steps above, we can help you find the money.
Please ask the sender to send you a proof of payment. This is a document from their bank confirming the money was sent. It must show:
The sender's name and account details
Your name and account details
The date and amount
The currency
Once you have this document, get in touch with us and upload it here so we can track the payment for you.