Sometimes, when you’re setting up a Wise transfer and need to pay for it with the money in your other bank account, you might run into a problem. We hope it goes smoothly for you, but in case it doesn’t — here are some of the most common problems, and what you can do to solve them.
Not including the reference number
When you pay by bank transfer, we show you a reference number with the rest of our bank details. This number helps us identify which payment is yours when you send your payment to us. You’ll need to include the number in the reference field when setting up a payment from your bank account.
If you didn’t include the reference number when you sent your payment to us, your transfer could be delayed while we try to identify which bank payment is from you. To help us find it faster, you’ll need to upload a proof of payment document. Once you upload your proof, someone on our team will be in touch within a few days.
Sending the wrong amount
Sometimes, you might accidentally send the wrong amount. When you set up a transfer with us, make sure to send the exact amount of money from your bank. We’ll show you how much to send along with the rest of our bank details.
If you sent us more than needed, we’ll refund the excess once we’ve completed the transfer.
If you sent us less than needed, we’ll pause the transfer and email you to ask what you’d like to do next.
Learn more about what to do if you sent the wrong amount
It falls on a public holiday
We can only move your money during normal banking hours. So if you send money outside of those hours, or it's around a national holiday, it may take longer than usual for the bank to process your payment. You can call your bank to find out.
Your bank account and Wise names don’t match
When you send us a payment, the name on the bank account where the money is coming from must match your name on Wise. The only exceptions are if you’re paying from a joint account, or if you’re paying as a business through your Wise Business account.
In most cases, you can’t have someone else paying for your transfer from their bank account. So if they did, you’ll need to cancel it. You can set it up again and pay for it from your own account.
Learn more about sending from a different account and some exceptions here
There was a mistake with your Wise’s bank details
If you’ve made a mistake when entering the Wise details we show you on the screen, the money will likely be rejected and come back to you. Your bank will likely notify you when your money bounced back to you, or you can call your bank to find out. We won't be able to see these payments.
Setting up multiple transfers
If you created multiple transfers, but only paid for one of them, that money will be linked to the oldest transfer you created.
You can cancel any transfer you haven't paid for or don’t intend to complete, and leave just one active. Then we'll know that's where we can assign your money.
I did everything correctly, but the payment still didn’t arrive
Double-check one more time — sometimes it’s a small mistake, and checking helps you find it. But if you’ve checked and nothing is amiss, then reach out to our team and we’ll do our best to help you.