What’s happening?
Your payment from your bank account to Wise failed after we completed or refunded your transfer. This means that we never actually received your money, and you still need to pay for the transfer or return your refund.
Why did my payment fail?
There are several reasons why your payment may have failed, such as:
insufficient funds
incorrect account details
the payment was stopped at your bank
You should double-check with your bank why the payment failed
Payments from your connected bank account can take up to 4 working days to reach us. And you’ll usually see the funds taken from your bank account within 2–3 working days of making the transfer.
When authorising Wise to pull the funds from your bank account, you need to make sure that your account has sufficient funds until they are fully cleared, that the details you entered are correct and that your bank account is in good standing.
Why is my balance negative?
After your payment failed, we pulled the failed payment amount from your Wise balances. If you didn’t have enough funds on your balance, it went negative.
My transfer was cancelled, do I still need to pay?
Even if you cancel a transfer in Wise, your bank might have still processed the payment. We'll just send you a refund once Wise has received your payment.
This time, a refund was unfortunately issued before we got the failure of payment message from your bank. Because of this, you'll need to send the refund back to us.
Will I be charged extra?
You’ll only need to pay for the amount you originally owed for your transfer. If your balance is negative, you may be charged fees for adding funds to your balance.
If you received additional fees from your bank, you’ll need to reach out to them to get this covered — Wise can't reimburse you for the fees we didn't charge.
How do I fix the issue on my account?
Log into your Wise account and go on the red banner. You'll see instructions on how to fix the issue.
What if I was scammed by my recipient?
Learn what you need to do if you think you were scammed
We are sorry that this happened. While we always encourage our customers to send money to a person or business they trust, we understand that unfortunate situations can still happen. If you believe you've been scammed, please report this to us from your activity list, and file a report to your local authorities. Unfortunately, Wise can't get involved in disputes between senders and recipients, but we'll do our best to look into the issue.
Since you still originally set up and authorised the transfer with us, we need to ensure you've paid for it.
See more in your Terms of Use under Reversals and Chargebacks for your region.