Wise Card Supplement to the Customer Agreement

Last updated: 8 November 2021

1. How to read this Supplement


This Supplement is a supplement to, and must be read together with, your Customer Agreement which sets out the terms that apply to your Wise Account. These documents together, referred to here as the “Agreement”, set out the terms that apply to your use of the Wise Card (the “Card”). This Supplement contains 11 sections. You may go directly to any section by selecting the link provided above. The headings are for reference only. Some capitalised terms are defined herein, and others are defined in your Customer Agreement. Some underlined words in this Supplement contain hyperlinks to further information.

By activating or using the Card, or allowing someone else to use the Card, you agree to the terms of this Agreement under which the Card has been issued to you, and you must affirm or reaffirm, as the case may be, your agreement with the following agreements:


2. Why you should read this Supplement

2.1 What this Supplement covers. These are the terms and conditions on which we provide the Card to you.

2.2 Why you should read it. Please read this Supplement carefully before you start using the Card. This Supplement (always together with the documents referred to in it) tells you who we are, features of the Card and how you may use it, how this Supplement may be changed or terminated, what to do if there is a problem and other important information. If you think that there is a mistake in this Supplement or require any changes, please contact us to discuss.

2.3 Future changes to this Supplement. All future changes to the terms of this Supplement are incorporated into this Supplement.

2.4 You agree to the Supplement. By applying for, or using, your Card, you confirm that you accept and agree to this Supplement (including any updates to this Supplement and the additional documents referred to above). If you do not agree, please do not apply for, or use, your Card.

2.5 Where to get a copy of this Supplement. You can always see the most current version of this Supplement on our Website.


3. About your Card

3.1 The Card is a Prepaid card. The Card can be used to access and spend prepaid money stored in your Account held by Wise. The Card is a prepaid product which can be used to pay for goods and services online, over the phone, or in person. The Card can be used to withdraw money from ATMs in Malaysia and overseas. The Card is not a guarantee card, charge card or credit card. It is not for resale. The Card may be canceled, repossessed, or revoked at any time without prior notice subject to applicable law.

3.2 Digital card Once you have applied for a physical Card, you may also apply for a digital Card. Your digital Card will have a different set of card details from your physical Card, but will draw from the balances in your Wise Account in the same manner. Your digital Card is activated instantly and can be used right away. The issuance of the digital Card is free of charge and there are no monthly or annual fees. You can freeze your digital Card at any time and unfreeze it once you are ready to use it again.

3.3 Who is the issuer of your Card. Your Card is issued by Wise Payments Malaysia Sdn. Bhd., a company incorporated under the laws of Malaysia with company number 201701025297.

3.4 We are authorized by Bank Negara Malaysia. We are an Electronic Money Institution authorized by Bank Negara Malaysia (BNM) under section 11 of the Financial Services Act 2013 (FSA) for the issuing of electronic money and providing payment services.

3.5 Wise account and Card. Your Card is linked to your Wise Account, which is an electronic money account and is not a bank account. We follow the relevant requirements under the Bank Negara Malaysia (BNM) local regulations, which are designed to ensure the safety of funds held in electronic money accounts like your Wise Account. For further information on how we look after your money, please visit our FAQ.

3.6 Features and information about your Card. A summary of the key product features and information about your Card, including any applicable fees, is set out in Section 4 below. If your Wise Account is a business account, you may only use your Card for business purposes and not personal purposes.

3.7 We may carry out verification checks when you request a Card (in addition to the checks required to obtain a Wise Account) and we may carry out further checks on an ad-hoc basis. These checks may increase the time it takes to process your order for a Card. We cannot be responsible for any delays as a result of carrying out those checks. If you have paid a fee for your Card but you do not meet our verification requirements, we will cancel your Card and refund the fee you paid for your Card within 14 days of our decision to not open your Wise Account. We may not refund the fee in certain circumstances.


4. Fee and Limit Schedule

4.1 You agree to pay the Card Transaction Fees set forth in the Fee Schedule below. All the Card Transaction Fees will be withdrawn from your Wise Account and will be assessed as long as there is a remaining balance on your Account. If at any time your remaining Wise Account balance is less than the Card Transaction Fees being assessed, the balance of your Wise Account will be applied to the Card Transaction Fees resulting in a zero balance on your Wise Account, and your Card may be declined. The remainder of the Card Transaction Fees due will be collected upon the next upload into your Wise Account.

4.2 In addition to the fees associated with Card Transactions, pursuant to the terms of the Customer Agreement, you can make Transactions, which may be subject to additional fees set by and payable to Wise. These include fees associated with converting currencies, certain pay-in and pay-out methods and fees for transferring money out of your Wise Account.

Fees for spending money and using the ATM or getting cash with your Card

Fee Type Fee Amount How to Reduce This Fee
Purchases when you have the currency you are spending in your Wise Account No fee Not applicable
Purchases when you do not have the currency you are spending in your Wise Account In this case, the currency in your Wise Account will be converted from the balance available on your account that has the lowest conversion fees in accordance with the Wise pricing page. Spend in a currency that you hold in your Wise Account
If you are offered the option to make a payment at a point of sale (POS) terminal to pay in local currency or to pay in your home or another currency, you must choose the local currency if you want the Wise foreign exchange rate to apply to your transaction

Using your Card/Priority of currencies and currency conversion

Please note that if you are offered the option at a point of sale (POS) terminal to pay in local currency or to pay in your home or another currency, you must pick the local currency if you want the Wise rate to apply to your transaction.

In a currency that you hold in your Wise Account

If you withdraw cash or make a purchase in a foreign currency that you hold in your Wise Account, that balance will be used for your withdrawal or purchase.

In a currency that you do not hold in your Wise Account

If you withdraw cash or make a purchase in a currency that you do not hold in your Wise Account, or if you withdraw cash or make a purchase in a currency in an amount that exceeds your balance in that currency in your Wise Account, Wise will convert currency in your Wise Account to cover that transaction, and Wise currency conversion fees will apply. You cannot set a default or preferred balance to convert from.

When determining which currency to convert in case where you have more than one currency held in your Wise Account, Wise will use the currency with the lowest conversion fee for the currency needed to complete the cash withdrawal or purchase made by you. In cases where the conversion from several currencies will have the same conversion fee we will convert based on the highest conversion rate. For more information on which currencies would be used in the event that you use your Card to withdraw cash or make a purchase in a Wise currency that you do not hold in your Wise Account, please check the Wise pricing page or Contact Customer Service.

In a currency that is not supported by Wise

If you withdraw cash or make a purchase in a foreign currency that is not supported by Wise, Visa or Mastercard rates will apply.

Fees for getting cash

Fee TypeFee AmountHow to Reduce This Fee
ATM Cash Withdrawal anywhere in the world and cash back at point of sale

The first two withdrawals, counted together, are free for up to RM1000 in any rolling 30-day period.

ATM withdrawals after the first two, in any rolling 30-day period, will impose a fee of RM5 for each withdrawal.

Above RM1000, a 1.75% fee will be assessed on the amount over the cumulative RM1000 withdrawal.

The owners of ATMs or other networks may impose an additional charge to use their terminals and you may be charged a fee for a balance inquiry even if you do not complete a funds transfer. The owners of the business providing cash back may impose an additional charge as well.

Limit withdrawals and cash back transactions to RM1000 in each rolling 30-day period commencing on the date of the first transaction of this type.

Card Limits Schedule

We may increase or decrease these limits or add additional limits from time to time in our sole discretion without notice to you except as required by law, for security or other reasons.

Refer to our FAQ pages for an up to date schedule and overview of the applicable spending limits.


5. Use of the Card

5.1 How to activate your Card. When you receive your Card, please sign the back of it as soon as you receive it and keep it safe. You can activate your Card by following the instructions in the App or on our Website. The Card PIN is a 4-digit code that you will be asked to enter when making a payment using the Card.

5.2 Refunds in different currencies. If you receive a refund on a card payment in a currency that you hold in your balance, we will credit your Wise Account in that currency. If you receive a refund in a currency that you do not hold a balance or if you receive a refund in a currency we do not support (see FAQ), we will credit your Wise Account in one of the available currencies on Wise.

5.3 No negative balance in your Wise Account. You must not make purchases that exceed the amount of electronic money available in your Wise Account. If any purchase takes you over your available funds or the card limits indicated in the Card Limitations Schedule of this Supplement the transaction will be declined.

5.4 Your use of the Card is subject to limits. We may, at our reasonable discretion, decline the use of your Card for situations including, but not limited to:

  1. pre-authorised regular payments;
  2. transactions at self-service petrol pumps;
  3. transactions for cash (other than ATM withdrawal) including for example cash back, cash from a bank, money orders, traveller’s cheques, foreign exchange, or bureau de change, or any illegal purposes;
  4. where it is not possible for the supplier of the good or service to obtain online authorization that you have sufficient Balance for the transaction. For example: transactions on trains, ships, and some in-flight purchases;
  5. where there is suspicion that the Card is being used to exploit vulnerabilities in a merchant’s payment processing or the card payment payment ecosystem; or
  6. where we have grounds to believe that you have made false statements in an attempt to obtain reimbursement for a previous transaction.

5.5 We are not liable for certain losses. We are not responsible for the quality, safety, legality, or any other aspect of any goods or services purchased with the Card. You are responsible for losses arising from gross negligence, or failing to conduct adequate due diligence on the merchants you transact with. We also will not be liable in the following instances:

  1. If through no fault of ours, you do not have enough funds available on your Card to complete the transaction;
  2. If a merchant refuses to accept your Card;
  3. If an ATM where you are making a cash withdrawal does not have enough cash;
  4. If an electronic terminal where you are making a transaction does not operate properly;
  5. If access to your Card has been blocked after you reported your Card lost or stolen or your Wise Account compromised;
  6. If there is a hold or your funds are subject to legal or administrative process or other encumbrance restricting their use;
  7. If the requested transaction is unauthorized as laid out in Section 8.1 of this Supplement;
  8. If circumstances beyond our control (such as fire, flood, or computer or communication failure) prevent the completion of the transaction, despite reasonable precautions that we have taken; or
  9. Any other exception stated in our Agreement with you.

5.6 No Warranty Regarding Goods or Services as Applicable. Wise is not responsible for the quality, safety, legality, or any other aspect of any goods or services you purchase with your Card. Any disputes or issues with any goods or services you purchase with your Card should be addressed to the merchants or individuals from whom the goods and services were purchased.

5.7 Returns and Refunds. If you are entitled to a refund for any reason for goods or services obtained with your Card, you agree to accept credits to your Wise Account for such refunds and agree to the refund policy of that merchant. Merchant refunds in an amount the same or less than the amount of the corresponding debit will be provided to Wise for posting to the Wise Account when they are received. Wise has no control over when a merchant sends a refund transaction; there may be a delay between the date of the refund transaction and the date the refund amount is credited into your Wise Account.

5.8 Account Suspended or Account Cancelled. We can close or suspend your Wise Account at any time (see Customer Agreement) and we can suspend or cancel your Card, including if the activity on your Card appears suspicious, fraudulent or we believe it to be associated with criminal activity or activity which is inconsistent with this Agreement. Unusual or multiple purchases may prompt a merchant inquiry or Card suspension that is necessary to allow us to investigate such activity. We reserve the right, in our sole discretion, to limit your use of the Card. We may refuse to issue or replace a Card or may revoke Card privileges, other than as required by applicable law. You agree not to use or allow others to use an expired, revoked, cancelled, suspended or otherwise invalid Card. We will not incur liability to you because of the unavailability of the funds that may be associated with your Card or Wise Account.

5.9 Unjust enrichment. In case you notice a refund has been received twice for the same transaction, from Wise and the merchant, you are required immediately to let us know, and we always reserve the right to debit back a previously issued refund when a refund for the same transaction has been provided by the merchant as well, without prior notice.

5.10 Disputed transactions. In case of disputed card transactions, we may, subject to any restrictions under applicable law, decide not to proceed with chargebacks at our sole discretion. Reasons for this might include: not receiving sufficient information to determine that an error occurred; not receiving a notification about the payment error in a timely manner; disputes being caused by the risky nature of transactions undertaken with the business card.

5.11 Address or Name Changes. For legal reasons, all information you provide during the signup process for a Card and/or your Wise Account, or any time thereafter must be complete, accurate and truthful. You are responsible for keeping your mailing address, email address, telephone number, and other contact information on your Wise Account up-to-date. To make changes to your profile, login here and then go to your account page. Note that subject to any restrictions under applicable law we reserve the right to cancel or suspend your Card at any time for any reason.


6. Transactions

6.1 You authorise every Transaction. You agree that any use by you of your Card, card number or PIN constitutes your authorization and consent to a transaction.

6.2 Your Card is for your sole personal use. You undertake not to authorize others to use your identity or user status, and you may not assign or otherwise transfer your Card to any other person or entity.

6.3 Where there are multiple cardholders within the same business account, any transaction authorized by any one of the cardholders is deemed to be effectively authorized by the business.


7. When your Card expires

7.1 Your Card has an expiry date. You can only use your card up until the expiry date which will be shown on the card and/or in the App.

7.2 We’ll aim to notify you 2 months before your current Card will expire. You then may order a new Card by following the instructions on our FAQ page. A replacement card fee may apply (see here).

7.3 If you do not want your Card to be renewed, you can simply let it expire without ordering a replacement. Your Card will be deactivated and you will not be able to use it after its expiry. Any outstanding balance in your Wise Account will remain usable by you in accordance with the terms of the Customer Agreement.


8. Keep Your Card Safe

8.1 Keep your Card safe. Never let another party use your Card, and keep it safe. Memorise your PIN and never disclose this and other security information to anyone. Sharing these details can lead to unauthorized access to your account and you will be solely responsible for transaction(s) made in this situation. Wise will not be liable for any loss arising due to any such unauthorized transaction(s).

8.2 Keep your Wise Account safe. You should also observe the security measures as set out in section 7 of the Customer Agreement with regard to your Wise Account.

8.3 Check your transaction history regularly. We rely on you to regularly check on your Wise Account history and contact us in the case of unauthorized, incorrect, or misdirected transactions.

8.4 Report any suspicious incidents. If your Card is lost or stolen, if you suspect that someone else knows your PIN, or if you think your Card, card number or PIN may be misused, you agree that you must stop using the Card, and immediately freeze or replace the Card according to the instructions on our FAQ page or by contacting Customer Support. If you find the Card after you have reported it lost, stolen or misused, you must cut it up and tell us as soon as possible.

8.5 Your Liability for Unauthorized Card Transactions. In addition to your limitations of liability under this Supplement, your liability for the unauthorized use of your Card may also be limited by Visa or Mastercard. Under the Visa or Mastercard rules, you will have no liability for a transaction that was not authorized by you if you exercised reasonable care in safeguarding the Card from risk of loss or theft, and, upon becoming aware of such loss or theft, promptly reported such loss or theft to Customer Service by calling us at our Customer Service Number. This liability policy is subject to change without notice and changes made by Visa or Mastercard will automatically apply to you. If your Card, or any replacement card, is lost or stolen, you can request a replacement.

8.6 Replacement of card. If you need to replace your Card for any reason, please follow the instructions on our FAQ page or Contact Customer Service. We will charge a fee for the replacement Card. The details for the relevant replacement can be found here.

8.7 Disclosure of information to law enforcement authorities. If your Card is used without your permission, or is lost, stolen or if you suspect the Card may be misused, we may disclose to law enforcement agencies any information which we reasonably believe may be relevant.


9. Cancellation rights

Cancelling your Card. You may cancel your Card at any time without notice and with no charge by logging into your Wise Account or through the App. You may close your Wise Account in accordance with the Customer Agreement. Your card fee and any delivery fee, where applicable, is non-refundable.


10. Privacy

Please review our Privacy Policy that you agreed to when you signed up for your Wise Account. There you can find details to better understand our commitment in maintaining your privacy as it explains how we’ll use and disclose your information, describes how we use cookies, as well as your right to information.


11. Other miscellaneous terms

11.1 You may not assign or transfer your Card and your obligations under this Agreement. We may assign or transfer our rights under this Agreement. Use of your Card is subject to all applicable rules and customs of any clearinghouse or other association involved in transactions. We do not waive our rights by delaying or failing to exercise them at any time. Notwithstanding the foregoing, this Agreement shall be binding on you, your authorized users, your heirs, your executors, administrators, guardians, personal representatives, or trustee in bankruptcy.

11.2 If a court finds any provision of this Agreement invalid or unenforceable, such finding shall not make the rest of this Agreement invalid or unenforceable. To the fullest extent possible, any such provision shall be deemed to be modified so as to be rendered enforceable or valid; however, if such provision cannot be so modified, it shall be stricken and all other provisions of this Agreement in all other respects shall remain valid and enforceable.