Direct Debits are set up by merchants, externally to Wise, using your account details.
Any merchant who has the full combination of your account details can set up a Direct Debit from your Wise account. We recommend that you only share your account details with parties you know and trust.
Learn how to check what Direct Debits you have on your account
Learn how to cancel Direct Debits you don't recognise
We always recommend researching the merchant’s name as sometimes the merchant might be using a different name when debiting your account.
If something went wrong with either the goods or services you paid for or the agreement you made with your merchant, we encourage you to get in touch with the merchant directly to get a refund.
If your Wise account has been debited in error or without your authorization, we can help you dispute the debit and request a refund.
Requesting refunds for Direct Debits in different currencies
EUR
You can request a refund from us for up to 8 weeks from the date the payment was made. Once the 8 weeks have passed, a refund request can be made only if the payment wasn’t authorised.
For EUR debits less than 8 weeks old, you can request a refund by selecting the transaction on Home and selecting “Request a refund”. This option is only available on the web and becomes available 1 day after the debit.
GBP
You can only request a refund if there was a technical error* with the transaction.
Please provide us with as much relevant information as possible so that we can process your dispute as efficiently as possible. To file a GBP dispute:
Fill out this Direct Debit Guarantee Payer Request Form.
Upload it securely to your account.
Send an email to directdebitdisputes@wise so we can review your case.
Note: for emails sent to this inbox we can only assist with direct debit disputes. For anything else, please reach out through our contact form.
USD
You can only request a refund if there was a technical error* with the transaction or if the transaction wasn’t authorised.
Personal: You can request a refund anytime up to 60 calendar days from the date the Direct Debit appeared on your personal balance.
Business: You'll need to request the refund by 12pm EST the following business day after the debit if the Direct Debit was made on your business balance. Otherwise we might not be able to help you get a refund.
Please provide us with as much relevant information as possible so that we can process your dispute as efficiently as possible. To file a USD dispute:
Fill out this Written Statement of Unauthorized Debit.
Upload it securely to your account.
Send an email to directdebitdisputes@wise so we can review your case.
Note: for emails sent to this inbox we can only assist with direct debit disputes. For anything else, please reach out through our contact form.
AUD
You can only request a refund if there was a technical error* with the transaction.
To make the dispute process more efficient, please contact us and provide us with as much relevant information as possible.
CAD
You can only request a refund if there was a technical error* with the transaction, or if the transaction wasn’t authorised.
Personal: You can request a refund anytime up to 90 calendar days from the date the Direct Debit appeared on your personal balance.
Business: If the Direct Debit was made on your business balance, you have 10 working days from the date the transaction appeared on your account to request the refund.
Please provide us with as much relevant information as possible so that we can process your dispute as efficiently as possible. To file a CAD dispute:
Fill out this Pre-Authorized Debit Reimbursement Claim Form .
Upload it securely to your account.
Send an email to directdebitdisputes@wise so we can review your case.
Note: for emails sent to this inbox we can only assist with direct debit disputes. For anything else, please reach out through our contact form.
*What's a technical error?
Some examples would be:
you were charged double
you never set up a payment to this merchant
you were charged after you had cancelled the Direct Debit.
Where is my refund?
After a refund request has been accepted, you'll receive the refund to your Wise balance within 1-3 working days, depending on the currency. You can see whether you’ve received the refund by checking your balance statement.