When you log in or use the Wise app, you might see a message stating that Wise can't be used because an 'Accessibility' feature or app is active on your device.
To protect your financial data and prevent unauthorised fraud, we restrict app access if an application with unauthorised accessibility permissions is running in the background. This security measure aligns with strict regulatory requirements by the Bank of Thailand to safeguard users against money-siphoning malware and scams.
Why is this security block happening?
Accessibility services are intended to help users navigate their devices (e.g., screen readers or text-to-speech tools). However, sophisticated scammers frequently install hidden malware with these permissions. These malware can abuse accessibility services to:
Read sensitive information directly from your screen (like passwords or PINs)
Log keystrokes when you type
Mimic human taps to make unauthorised financial transfers without your knowledge
To protect your money, the Wise app will temporarily block access if it detects an unauthorised background app using these permissions.
How can I fix this?
To resume using the Wise app as usual, you'll need to turn off accessibility permissions for unauthorised background apps — especially any applications that you didn't download from an official app store.
On Android
Note: Steps may vary slightly depending on your device manufacturer like Google, Samsung, Oppo, Vivo, or others).
Go to your device Settings
Scroll down and tap Accessibility
Tap Installed Apps or Downloaded Apps — this is where third-party apps with accessibility permissions are listed
Review the list and turn off accessibility permissions for any apps running in the background — especially remote support, utility, or unofficial apps
Close and restart the Wise app
Once the overlapping accessibility service is turned off, you'll be able to access your Wise app immediately.
What if I can't find the app causing the block?
If you're having trouble identifying which app is triggering the security system, or if you need to perform an urgent transaction, you can:
Use Wise on your computer at Wise.com
Completely uninstall any recent or unfamiliar applications that were downloaded outside of the official device Application Stores
Security Reminder: Legitimate organisations, including Wise and government authorities, will never ask you to download an app or enable accessibility settings to 'verify' your account or resolve a problem.