We are aware that a number of customers currently can’t make payments with their Wise account. This is the result of additional verification processes we’re implementing.

We’re extremely sorry for the inconvenience this is causing for those of you affected. We want to answer some of the most important questions.

Why am I suddenly blocked from making any payments?

We’re making changes to how we verify customers.

You’re not able to make any transactions or use your Wise card because we need to complete additional checks on your profile. This happens for two reasons:

1. We require proof of your identity and/or stating the purpose why you’re using Wise.
2. We require additional information e.g. your employer, that will help us complete our checks.

You will find a message from us in your Wise account inbox. We’ve also sent you an email about this to the email linked to your Wise account. Once we have received and reviewed the required information, you can use your Wise account again like normal.

Why do you need this data?

We’re a licensed payment institution in Belgium. We need this information to fulfil our duties as a financial institution in accordance with Belgian law against money laundering.

How long will it take before I have access to my account again?

If you have been notified that we require some information, please submit the requested information as quickly as possible. You will find the instructions in the email and/or notification we sent you.

Once submitted our teams will review the information. This can take up to 10 working days.

If you have any further questions, or wish to receive more information regarding your data, we’re here to help. Please do not hesitate to get in touch with our support team.

Once again, we are sorry for the inconvenience.