We know it can be frustrating to have your account closed. We’ll never close an account for no reason.
If your account has been deactivated, you can make an appeal and we'll let you know about next steps.
How to start the appeal process
Here are some guidelines on how to start the process, though the flow on your screen will look different depending on your situation — just follow the directions you see on the screen.
Even if we deactivated your account, you will still need to use your login details to access the appeals flow.
When you try to log in, you will see a message stating Sorry, we deactivated your account. Please note that the appeal can only be done when attempting to log in on the website.
Click on Appeal our decision and that will guide you through the appeal process.
We will ask you to:
Upload a high-resolution photo or colour scan of your photo ID
Upload a photograph of yourself (selfie) holding your photo ID
Tell us your reason for sending money, as we need to understand the purpose behind your past or future transfers.
If you still have money on your account, tell us the details of the bank account where we should send the refund.
Depending on your case, we might also ask you for additional details, such as:
A source of where your money came from
Details about your residential address
Reason for using Wise
Other documents to support your appeal
And supporting documents if you're a business.
After you’ve sent us this information, we’ll review it thoroughly and get in touch about your account. Customer Support doesn’t have the ability to provide updates or speed up this process for you.
If you registered with a social account, or you otherwise can't go through our self-service flow — you'll see the email where you can send your appeal information.
Your patience and cooperation are greatly appreciated.