If you need to request a refund for either CAD, GBP, or USD Direct Debits, read the instructions below.
If you need a Direct Debit refund for another currency, read more here
We can only help with Direct Debit disputes from the email below.
Check here if you want to dispute a Wise card transaction
Check here if your account was deactivated and you want to appeal
Use our contact form for anything else
How to request a refund
For all 3 currencies, you can request a refund if there was a technical error with the payment, for example:
you were charged double
you never set up a payment with this merchant
you were charged after you had cancelled the Direct Debit
Always give us as much relevant information as you can, so we can process your dispute quickly and fairly.
Read on for more detailed instructions per currency.
CAD
As well as technical errors, you can request a refund if you didn’t authorise the payment.
To file a CAD dispute:
Fill out this Pre-Authorized Debit Reimbursement Claim Form — mandatory for business account holders and optional for personal account holders
Upload it securely to your account.
Send an email to directdebitdisputes@wise.com so we can review your case.
When can I file?
Personal account holders can request a refund up to 90 calendar days from the date the Direct Debit appeared on your account.
Business account holders can request a refund up to 10 working days from the date the Direct Debit appeared on your account.
GBP
You can only request a refund if there was a technical error with your payment.
To file a GBP dispute:
Fill out this Direct Debit Guarantee Payer Request Form — it’s optional, but it helps us resolve your case
Upload it securely to your account
Send an email to directdebitdisputes@wise.com so we can review your case
USD
You can only request a refund if there was a technical error with the transaction or if the transaction wasn’t authorised.
To file a USD dispute:
Fill out this Written Statement of Unauthorized Debit — this is required for USD
Upload it securely to your account
Send an email to directdebitdisputes@wise.com so we can review your case
When can I file?
Personal account holders can request a refund up to 60 calendar days from the date the Direct Debit appeared on your account.
Business account holders can request a refund by 12pm EST the following working day from the day the Direct Debit appeared on your account. Otherwise we might not be able to help you get a refund