It can be worrying if there's a problem paying for your transfer. Here are the most common reasons why bank transfer payments go wrong, and what you can do to fix them.
Why was my money applied to an old transfer?
This is the most common issue. When you send money to us, our automated system links your payment to the oldest unpaid transfer in your account. We do this to process payments quickly, even if a reference number is missing.
For example, you may have set up a transfer last week that you no longer need. If you didn't cancel it, it's still open. If you create a new transfer today and send us the money, the funds will automatically pay for the old transfer from last week.
Please send a separate payment for each transfer you create. Don't send one large bank transfer to pay for multiple Wise transfers.
How to fix this:
Go to your Home page to see your transaction list
Check for any older transfers that say Waiting for your payment
If you don't need this transfer, select it and choose to Cancel transfer. Once cancelled, we’ll automatically move your money to your correct transfer. You'll see the status update within a few minutes.
How long does it take for my payment to arrive?
The time it takes for your payment to reach us depends on the type of bank transfer you sent.
For a local bank transfer: it can take up to 2 business days
For a Swift transfer: it can take 4–5 business days
Good to know: "Business days" don't include weekends and public holidays.
Your transfer status will only update to "in progress" after we've received your money.
What if I sent the wrong amount?
Make sure you send the exact amount for the transfer you created.
If you sent us more money than needed, we’ll use the extra funds to pay for another open transfer on your account. If you don't have any other open transfers, we'll automatically refund the extra amount back to you once the transfer is complete.
If you sent us less money than needed, we’ll pause the transfer and email you with instructions on what to do next.
Learn more about what to do if you sent the wrong amount
What if I forgot to include the reference number?
The reference number helps us link your payment to your transfer. If you forget it, your money might be delayed.
To help us find your money faster, you’ll need to upload a proof of payment document.
Once you upload it, our team will review it and get in touch if we need more information.
What if the name on my bank account doesn't match my Wise account?
For security reasons, the name on the bank account you send from must match the name on your Wise account.
The only exception is if you're paying from a joint bank account. If so, you may need to upload a proof of payment that shows you’re one of the account holders.
If you paid from someone else’s account, or from a business account for a personal transfer, you’ll need to cancel the transfer.
Learn more about sending from a different account and some exceptions here
What if I entered the wrong bank details for Wise?
When you set up a transfer, make sure you copy our bank details correctly. If you make a mistake, your payment will most likely be rejected by the bank and the money will bounce back to your account automatically. This can take several business days depending on your bank.
If the money hasn't returned to your account after a few business days, please contact your bank to trace the payment. Unfortunately, Wise can't help with this as the money never reached our system.
Why is my transfer delayed?
Your payment might take longer to reach us if you sent it just before a weekend or a public holiday. Please allow for extra business days for your money to arrive.
What if I've checked everything and my payment still hasn't arrived?
If you've checked all the points above and your transfer is still not showing as paid, your money may still be with your bank. Please contact your bank's customer support to trace the payment.