We’re building a better way to get in touch.

On the Wise support team, we work hard to help every customer. From last-minute transfer changes, to opening up a Wise Business account, we’re here around the clock to offer support.

Our support agents work on teams that specialise in different types of customer problems.

We’ve got a team focused on customers who make transfers from Brazil, a team who specialise in the Wise debit card, and a whole different team helping our Business customers make batch payments — just to name a few.

But when we get emails out-of-context, like the one above, they don’t go to a dedicated team. Instead, they get added to a general queue.

When we’re working through that queue, we first need to understand how we can support each customer. Then, we need to pass their question on to the right team. Even after the question’s in the right hands, we might need to ask for more details to get the whole picture.

All this takes time. That’s the time that you’re waiting for a response. And the time we could use to help solve your problem quickly.

So, to make things easier and faster for everyone, we’re making some changes to how we respond to emails.

We’ll now offer faster and more personalised support.

That’s why we built the Help Centre in our website and apps. It gives you answers to our most popular questions, and instructions on how you can get your issue sorted without needing to get in touch, or wait for a response.

But if you’d still like to call or write to us, we’ve also built a contact form. When you log into your account and use it, we'll try to connect you to the team that’s best-placed to solve your problem.

All this means more answers upfront, less waiting time, and a more personalised experience — for all our customers.