If you have an issue with a payment on your Wise card, report it to us and we’ll do our best to help.
Issues we can help with are:
Payments you believe to be fraudulent.
Payments you didn’t make or don’t recognise.
Refunds, when you haven’t been able to get in touch, or get help from the seller.
When you report an issue with a payment, it raises a dispute that we review before taking it to Mastercard or Visa. We can only do this once for each payment, so it's important we make sure we have all the details they'll ask for.
Once you've reported a payment, you can view its status at any time using our dispute tracker.
What to expect and how long it takes
1. We review the information
If you suspect fraud, we’ll assess all the evidence to confirm this. If it’s an issue with a seller, we’ll check that the details you’ve given us meet the rules for getting a refund.
Once we’ve confirmed what type of dispute it is, we’re able to begin the process of recovering your money.
Our initial review can take up to 7 days, but we try to get back to you earlier than this.
2. If it’s fraud, we block your card
If you report suspected fraud to us, we’ll freeze your card to stop it working while we investigate. Once we're sure it's fraud, we’ll block your card permanently. Don't worry, we'll let you know when and how to replace it for free.
If it’s not fraud, but an issue with a seller, we recommend you keep your card frozen during the investigation.
You can create a digital card to use while your card is frozen, or before your replacement arrives.
3. We’ll email you with an update
Once we’ve decided whether we’re able to accept your dispute, we’ll let you know by email. We may also ask for more information, so keep an eye on your inbox.
If we can't accept your dispute, we’ll also email you to explain why.
4. We attempt to recover your money
Next, we get in touch with Mastercard or Visa, and follow their process to try and get your money back. The exact steps are different depending on the type of issue you’ve had, so how long it takes can vary.
We resolve most disputes within 30 days, but it can take as long as 12 weeks for complex cases. As it's a formal process, we can't speed it up or give you any more information while it's ongoing. But we'll do our best to update you as much as we can.
If the dispute is successful, we’ll refund your money to your Wise account. If it’s not, we’ll email you to explain why.