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?
Our checks don't usually take long. You can check estimated resolution times in your app. In the meantime you can also check your email, if we need any information from you, we will contact you there.
Here's what you can do:
Check your email for any messages from Wise.
Respond to our information requests with clear and detailed information.
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 if you call us. The fastest way to resolve this is by checking your email or app and responding to our request for information. If you haven't received an email yet, check again later or look in your spam folder.
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. We’ll also never ask you to transfer money or approve a transaction to help with an investigation. Always use our official support channels to get in touch.