If you’re a customer who’s waiting for a payment to your Wise balance, but the payment hasn’t arrived, you should first ask the person who sent it to check the transfer status.
We can’t give any details about the sender or their payment to a recipient, whether or not you’re a Wise customer. This is for privacy and security reasons. We can only give this information to the sender, and give you information about a payment after it arrives in your account.
Here are a few things you can also check on your end to see why a payment might be late.
The money is sent from a Wise account
If you’re waiting for a payment into your Wise details, and the sender is also sending from their Wise account — the payment should be instant. If it's not:
Get a transfer receipt
To see if the payment was sent correctly, ask your sender to download a transfer receipt and send it to you. Review the details on that receipt to make sure they match your Wise account details — mistakes happen when there are similar names or numbers, so always double-check they match exactly. If there has been a mistake, the sender will need to reach out to us.
The money is sent from an outside account
If you’re expecting a payment sent to your Wise account details from a third party sending outside of Wise:
1. Check the currency and payment method
Every currency and payment method can take a different amount of time to land in your account.
For example, if you’re receiving EUR, and the sender sent it by bank account — it can take 1–2 working days before the money settles. But if they sent it to you by Swift outside of SEPA — it can take up to 5 working days.
Learn here how long your currency usually takes.
2. Check if it was sent on a weekend or public holiday
Banks work during different working hours and may not process transfers during weekends. Each currency can be affected by public holidays in a particular region that sends that currency. Make sure to check if your sender sent you money over a holiday, which can affect the arrival time.
3. Get a proof of payment
If you’ve waited past the estimated time for your currency, including public holidays, then you can reach out to us to take a look. Just send us a proof of payment from your sender — they’ll need to request or download it from their bank. This can be a receipt, bank statement, or a screenshot from an online bank, and clearly show all of the transfer details.
Learn more about proof of payment
For all payments
Something that affects all payments is security checks. As a regulated financial institution, we need to run checks on all payments from time to time. This is to ensure that your money is safe. These checks can affect any payments coming in or going out, and we’ll notify you if your payment is being checked and how long we think it will take. You can’t speed this up, as we have to follow our own security regulations, so we appreciate your patience.