Sometimes, Wise will cancel your transfer. There are a few reasons why we might do this, and here are some of the most common ones.
You didn’t pay for the transfer
If you set up a transfer and don’t pay for it within 2 weeks, we’ll automatically cancel it. If you’d still like to make that transfer — you can just set up a new one.
You won’t get the same rate as the original transfer you set up. This is because we only guarantee the rate for a specific period of time, which we show you when you create your transfer. The rate and time depends on the currency you send and how you pay for it. So if your transfer was cancelled for this reason, the original rate would have already expired within those two weeks.
We need more information from you
Sometimes we need more information from you to send out your transfer. We’ll send you an email letting you know what we need. If we don’t hear from you in 2 working days, we’ll automatically cancel and refund your transfer. So, every time you send a transfer with us, please keep an eye on your emails.
The recipient details are wrong
If you make a mistake in the recipient’s details, like the name or account number are wrong, the bank you’re sending to likely won’t accept the payment.
They’ll send the money back to us, and we’ll ask you whether you’d like to:
edit the details
cancel the transfer
If we don’t hear from you in 2 working days, we’ll cancel the transfer and refund it to you. You can then set up another transfer, and you won’t be charged.
And if you edit the details and the payment fails again, we’ll automatically cancel the transfer.
You can always double-check with your recipient after you’ve made the payment by downloading a transfer receipt and sending it to them to see what account details you used. Always check your recipient’s details carefully every time you make a transfer.
Learn what to do if you made a mistake
You didn’t set up a transfer
Sometimes, people send us money without setting up a transfer first. This means we get your money, but can’t send it anywhere. If this happens and you have a balance in the currency you send us, we’ll automatically add your money to that balance. It’ll show on your activity list as “AutoCredit”.
If you don’t have a balance open, we’ll refund your money and let you know by email. It’ll show on your transaction list as “AutoRefund”.
Your recipient bank cancelled your transfer
Sometimes, your recipient's bank couldn't process the payment. It could be for a number of reasons, such as wrong details, wrong currency, or even going over a receiving limit. Some banks have a limit for how much they can receive in a currency. If this happens, ask your recipient to check with their bank — they'll be able to help.
What to do if your transfer was cancelled
Depending on the reason it was cancelled, and if we’ve sent you an email or instructions to follow, then just reply or follow the instructions so we can resume the transfer.
If the window of time to action the instructions is closed, or we can’t resume this transfer — just set up a new one the way you did the first time, and keep an eye on your inbox just in case.