We understand it can be frustrating if your account is closed or your application is denied. We don't make these decisions lightly.
If we've closed your account, are about to close it, or have denied your application, you can appeal our decision.
The easiest way to appeal is to log in to your Wise account. You'll usually see a message that your account is deactivated, with a link to Appeal our decision.
You can also go directly to our self-service appeals page.
Who can appeal?
To use the self-service appeal page, you must:
have access to the email address registered to your Wise account
be the Owner of the account (for Wise Business accounts, other team members can't appeal)
Note that in some specific cases, you may not be able to use the self-service page. If the page doesn't work for you, please reply to the email we sent you about your account deactivation to start your appeal.
How to submit your appeal
Log in to your account and follow the appeal link
Tell us what you're appealing and follow the on-screen steps
We'll ask you to provide information to help us review your case. This always includes:
A high-resolution photo or colour scan of your photo ID
A photo of yourself holding that ID (selfie with ID)
Your reason for using Wise, including the purpose of your past or future transfers
Depending on your case, we might also ask for:
Any other documents to support your appeal
What about my money?
If you still have money in your Wise account when it's closed, you may see two options on the appeal page: Appeal our decision or Request a refund.
If you choose to request a refund, we'll ask for the bank details of an account outside of Wise where we can send your money.
Keep in mind that we must complete due diligence checks before processing any refund. While we do that, your money and information will be safe and secure.
What happens after I submit my appeal?
Our team will carefully review your appeal and all the information you've provided. We'll get in touch with you by email with a final decision.
The Customer Support team doesn't have visibility on the details of your appeal as it's being handled by a separate specialist team. We appreciate your patience.