A Direct Debit is when you give a company (a merchant) permission to take regular payments from your account.
If you have a problem with the goods or service you paid for, or you don’t agree with the payment, you should always contact the merchant directly first to ask for a refund. We can’t offer a refund on the merchant’s behalf.
How to cancel a Direct Debit?
You can cancel a Direct Debit at any time in your Wise account. Go to the Payments tab, then Direct Debits.
You should still cancel your subscription with the merchant, or they might still try to charge you.
When can Wise help me get a refund?
If you think your Wise account was charged by mistake, or without your permission, we can help you dispute the payment. The process is different depending on the currency.
EUR Direct Debits
You can request a refund from Wise up to 8 weeks after the payment was made. The option to request a refund will be available 1 working day after the payment has gone through.
On the website:
Go to the transaction from your home screen
Select Request a refund
After 8 weeks, you can only request a refund if the payment was not authorised.
How long will my refund take?
Once you request it, EUR Direct Debit refunds are automatic and should arrive in your account within 1-3 working days. You can track the status by checking your account statement.
AUD, CAD, GBP, and USD Direct Debits
For these currencies, you can only request a refund if there was a technical error with the payment. For example:
You were charged twice for the same thing
You never set up a payment with this merchant
You were charged after you cancelled the Direct Debit
If this has happened, please get in touch with us and provide as much information as you can.
You can read more detailed instructions here to request refunds for CAD, GBP, and USD.
How long will my refund take?
Because these refunds require an investigation, the timeline can vary. We will update you on the progress via email. You can check if the refund has arrived by looking at your account statement.