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| 1 | Last updated: 14 May 2026 - Version 1.3 Go back If you are a business, please see our Business Customer Agreement. | 1 | Last updated: 27 July 2026 - Version 1.4 Go back If you are a business, please see our Business Customer Agreement. |
| 377 | (a) If you believe there to be an error in connection with a transaction or other problem, then you must notify Wise Support through any method listed below: Support@wise.com or, Call Customer Support: 1-888-908-3833 or, Write to: Wise US Inc., 30 W 26th Street, Floor 6, New York, NY 10010, ATTN: Wise Compliance. | 377 | (a) If you believe there to be an error in connection with a transaction or other problem, then you must notify Wise Support through any method listed below: - Support@wise.com or, - Call Customer Support: 1-888-908-3833 or, - Write to: Wise US Inc., 30 W 26th Street, Floor 6, New York, NY 10010, ATTN: Wise Compliance. |
| 379 | (c) For all other transactions, you have up to 60 days to report an error. | 379 | (c) For all other transactions, you have up to 120 days to report an error. |
| 380 | The 60 days start from whichever happened first: the first day you could see the error in your online account history, or the day we sent the first written statement that shows the error. | 380 | The 120 days start from whichever happened first: (1) the first day you could see the error in your online account history, or (2) the day we sent the first written statement that shows the error. |
| 383 | Errors related to Send Money: With regard to Transfers sent for personal, family or household purposes, the following are examples of errors, note errors are not limited to the examples below: You paid an incorrect amount for your currency conversion order, due to an error made by Wise at the time the transfer was executed; Wise made a computational error, such as a miscalculation of the amount the recipient received; The amount stated in the currency conversion order receipt was not made available to the recipient, unless the problem was caused by extraordinary circumstances outside our control; Funds were available to the recipient later than the date of availability that was disclosed to you on the currency conversion order receipt or were not delivered, unless, extraordinary circumstances outside our control caused the delay, and we could not reasonably anticipate those circumstances, or delays resulted from fraud screenings, or were caused by requirements of the Office of Foreign Assets Controls or similar requirements, or the transfer was made with fraudulent intent; and The list of Transfers on our Website or Mobile App does not reflect a Transfer that you made; and You did not receive any confirmation of your Transfer, such as information required to determine if a Transfer occurred. | 383 | Errors related to Send Money: With regard to Transfers sent for personal, family or household purposes, the following are examples of errors, note errors are not limited to the examples below: (1) You paid an incorrect amount for your currency conversion order, due to an error made by Wise at the time the transfer was executed; (2) Wise made a computational error, such as a miscalculation of the amount the recipient received; (3) The amount stated in the currency conversion order receipt was not made available to the recipient, unless the problem was caused by extraordinary circumstances outside our control; (4) Funds were available to the recipient later than the date of availability that was disclosed to you on the currency conversion order receipt or were not delivered, unless, extraordinary circumstances outside our control caused the delay, and we could not reasonably anticipate those circumstances, or delays resulted from fraud screenings, or were caused by requirements of the Office of Foreign Assets Controls or similar requirements, or the transfer was made with fraudulent intent; and (5) The list of Transfers on our Website or Mobile App does not reflect a Transfer that you made; and (6) You did not receive any confirmation of your Transfer, such as information required to determine if a Transfer occurred. |
| 397 | (i) Errors in your Wise Account With regard to your Wise Account, the following are considered Errors: When money is either incorrectly taken from your Wise Account or incorrectly uploaded into your Wise Account, or when a transaction or Transfer is incorrectly recorded in your Wise Account; You send money to a third party or withdraw money, and the incorrect amount is debited from your Wise Account, due to our error; An incorrect amount is credited to your Wise Account, due to our error; A transfer to or from your Wise Account is missing from or not properly identified in your Wise Account statement; We make a computational or mathematical error related to your Wise Account or currency you have converted; You failed to receive confirmation that Wise is required to provide to you; You failed to receive a confirmation concerning pre authorized (recurring) transfers to your Wise Account that Wise is required to provide to you; You request additional information or clarification concerning a transfer to or from your Wise Account, including a request you make to determine whether an error has occurred; You inquire about the status of a pending transfer to or from your Wise Account. | 397 | (i) Errors in your Wise Account With regard to your Wise Account, the following are considered Errors: (1) When money is either incorrectly taken from your Wise Account or incorrectly uploaded into your Wise Account, or when a transaction or Transfer is incorrectly recorded in your Wise Account; (2) You send money to a third party or withdraw money, and the incorrect amount is debited from your Wise Account, due to our error; (3) An incorrect amount is credited to your Wise Account, due to our error; (4) A transfer to or from your Wise Account is missing from or not properly identified in your Wise Account statement; (5) We make a computational or mathematical error related to your Wise Account or currency you have converted; (6) You failed to receive confirmation that Wise is required to provide to you; (7) You failed to receive a confirmation concerning pre authorized (recurring) transfers to your Wise Account that Wise is required to provide to you; (8) You request additional information or clarification concerning a transfer to or from your Wise Account, including a request you make to determine whether an error has occurred; You inquire about the status of a pending transfer to or from your Wise Account. |
| 401 | If the Error results in: You receiving less than the correct amount to which you were entitled, then we will credit your Wise Account for the difference between what you should have received and what you actually received. | 401 | If the Error results in: (1) You receiving less than the correct amount to which you were entitled, then we will credit your Wise Account for the difference between what you should have received and what you actually received. |
| 402 | You receiving more than the correct amount to which you were entitled, then we will debit your Wise Account for the difference between what you actually received and what you should have received. | 402 | (2) You receiving more than the correct amount to which you were entitled, then we will debit your Wise Account for the difference between what you actually received and what you should have received. |
| 403 | Our not completing a transaction on time or in the correct amount, then we will be responsible to you for your losses or damages directly caused by this failure, unless: through no fault of ours, you did not have enough available funds to complete the transaction; our system was not working properly and you knew about the breakdown when you started the transaction; or the error was due to extraordinary circumstances outside our control (such as fire, flood or loss of Internet connection), despite our reasonable precautions. | 403 | (3) Our not completing a transaction on time or in the correct amount, then we will be responsible to you for your losses or damages directly caused by this failure, unless: (a) through no fault of ours, you did not have enough available funds to complete the transaction; (b) our system was not working properly and you knew about the breakdown when you started the transaction; or (c) the error was due to extraordinary circumstances outside our control (such as fire, flood or loss of Internet connection), despite our reasonable precautions. |
| 404 | (k) What is not considered an Error The following are not considered Errors: Invalidation and reversal of a payment or transaction as a result of the actions described under Reversals and Chargebacks; Routine inquiries about your Wise Account balance; Requests for duplicate documentation or other information for recordkeeping purposes; An inquiry about the status of a currency conversion order (except where the funds from the order were not made available to the recipient by the disclosed date of availability); A change requested by the recipient of funds sent from you; A change in the amount or type of currency received by a designated recipient from the amount or type of currency stated in the disclosure provided you, if we relied on information provided by you in making the disclosure; Delays that result from Wise applying holds or limitations. | 404 | (k) What is not considered an Error The following are not considered Errors: (1) Invalidation and reversal of a payment or transaction as a result of the actions described under Reversals and Chargebacks; (2) Routine inquiries about your Wise Account balance; (3) Requests for duplicate documentation or other information for recordkeeping purposes; (4) An inquiry about the status of a currency conversion order (except where the funds from the order were not made available to the recipient by the disclosed date of availability); (5) A change requested by the recipient of funds sent from you; (6) A change in the amount or type of currency received by a designated recipient from the amount or type of currency stated in the disclosure provided you, if we relied on information provided by you in making the disclosure; (7) Delays that result from Wise applying holds or limitations. |
| 407 | We have no obligation to disclose the details of our risk management or security procedures to you; Delays based on a review of a potentially high-risk transaction; Your errors in making a transaction (for example, mistyping an amount of money that you are sending or choosing an incorrect Target Currency); Delays due to actions of third parties (e.g, you or a recipient's bank). 14.6 Protection from Unauthorized Transactions. | 407 | We have no obligation to disclose the details of our risk management or security procedures to you; (8) Delays based on a review of a potentially high-risk transaction; (9) Your errors in making a transaction (for example, mistyping an amount of money that you are sending or choosing an incorrect Target Currency); (10) Delays due to actions of third parties (e.g, you or a recipient's bank). 14.6 Protection from Unauthorized Transactions. |
| 414 | For example, if someone steals your password, uses the password to access your Wise Account, and sends a payment from your Wise Account, an Unauthorized Transaction has occurred. 14.8 What is not considered an Unauthorized Transaction The following are not considered Unauthorized Transactions: If you give someone access to your Wise Account (by giving them your login information) and they use your Wise Account without your knowledge or permission. | 414 | For example, if someone steals your password, uses the password to access your Wise Account, and sends a payment from your Wise Account, an Unauthorized Transaction has occurred. 14.8 What is not considered an Unauthorized Transaction The following are not considered Unauthorized Transactions: (a) If you give someone access to your Wise Account (by giving them your login information) and they use your Wise Account without your knowledge or permission. |
| 416 | Invalidation and reversal of a payment as a result of the actions described under Reversals and Chargebacks. 14.9 Reporting an Unauthorized Transaction If you believe your Wise login information has been lost or stolen, call: 1-844-926-4389, or by email us through our Help Center or write: Wise US Inc.,30 W 26th Street, Floor 6, New York, NY 10010, ATTN: Wise Compliance. | 416 | (b) Invalidation and reversal of a payment as a result of the actions described under Reversals and Chargebacks. 14.9 Reporting an Unauthorized Transaction If you believe your Wise login information has been lost or stolen, call: 1-844-926-4389, or by email us through our Help Center or write: Wise US Inc., 30 W 26th Street, Floor 6, New York, NY 10010, ATTN: Wise Compliance. |
| 419 | If you tell us within 60 calendar days after we provide you your Wise Account statement showing transfers you did not make, you will be eligible for 100% protection for Unauthorized Transactions. | 419 | If you tell us within 120 calendar days after we provide you your Wise Account statement showing transfers you did not make, you will be eligible for 100% protection for Unauthorized Transactions. |
| 421 | If you do not tell us within 60 days after we provided the statement to you, you may not get back any money you lost after the 60 days if we can prove that we could have stopped someone from taking the money if you had told us in time. | 421 | If you do not tell us within 120 days after we provided the statement to you, you may not get back any money you lost after the 120 days if we can prove that we could have stopped someone from taking the money if you had told us in time. |
| 532 | You may cancel your Remittance Money Transfer orally or in writing within thirty (30) minutes after making payment. | 532 | You may cancel your Remittance Money Transfer orally or in writing within thirty (30) minutes after making payment as long as the funds have not already been picked up or deposited into an account of the designated recipient. |
| 534 | We will refund your money within three (3) business days of your request to cancel a transfer as long as the funds have not already been picked up or deposited into an account of the designated recipient. 20.15 Customers in California and Washington. | 534 | We will refund your money within three (3) business days of your request to cancel a transfer as long as the funds have not already been picked up or deposited into an account of the designated recipient. |
| 535 | Wise’s ability to stop or cancel a transaction depends on the method you select to disperse the funds to your recipient and when you submit the cancellation request. 20.15 Customers in California and Washington. | ||
| 537 | If you cannot cancel from the Website or App, you can contact us by telephone at 1-888-908-3833. | 538 | If you cannot cancel from the Website or App, you can contact us by telephone at 1-888-908-3833 or through the Help Center. |
| 538 | You can also contact us through the Help Center. | 539 | If you contact us to cancel, you must provide us with information to help us identify the Money Transfer order that you wish to cancel. |
| 539 | If you contact us to cancel, you must provide us with information to help us identify the Money Transfer order that you wish to cancel, including (i) your name, address and telephone number; (ii) the name of the person receiving the funds; (iii) the dollar amount of the order; and (iv) the intended destination location. | — | Removed |
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