Q4 2024 Mission Update: Speed
At Wise, we’re committed to giving you the best experience when sending money across borders. That’s why we’re always working to make your transfers instant....
We’re changing how we verify customers
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:
- We require proof of your identity and/or stating the purpose why you’re using Wise.
- 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.
*Please see terms of use and product availability for your region or visit Wise fees and pricing for the most up to date pricing and fee information.
This publication is provided for general information purposes and does not constitute legal, tax or other professional advice from Wise Payments Limited or its subsidiaries and its affiliates, and it is not intended as a substitute for obtaining advice from a financial advisor or any other professional.
We make no representations, warranties or guarantees, whether expressed or implied, that the content in the publication is accurate, complete or up to date.
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