How to request a refund for USD, GBP or CAD Direct Debits

Here's how you can request a refund for direct debits from your Wise account using your balance account details.

Note: for emails sent to this inbox we can only assist with direct debit disputes.

• If you're looking to dispute a Wise card transaction please check here.

• If your account was deactivated and you're looking to appeal please check here.

• 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:

1. Fill out this Written Statement of Unauthorized Debit — this is required for USD.

2. Upload it securely to your account.

3. Send an email to directdebitdisputes@wise.com so we can review your case.

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:

1. Fill out this Direct Debit Guarantee Payer Request Form — this isn't required, but it'll help us resolve your case more efficiently.

2. Upload it securely to your account.

3. Send an email to directdebitdisputes@wise.com so we can review your case.

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:

1. Fill out this Pre-Authorized Debit Reimbursement Claim Form — this is required for business disputes. For personal, it's helpful but not required.

2. Upload it securely to your account.

3. Send an email to directdebitdisputes@wise.com so we can review your case.

*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.