We know it can be worrying when money doesn't arrive as expected. The most common reason for a delay is that the delivery time for the payment method is different from what you thought.
What should I check first?
No matter how the money was sent, your first step is to contact the sender and ask for two key pieces of information:
The estimated delivery time they received when they set up the transfer.
A proof of payment document (this could be a bank statement or a receipt showing the transfer details). Keep this document handy — you'll need to share it with us if the money is still missing after the delivery estimate.
What should I check in my Wise account?
Sometimes, a payment can be held up because we need more information from you. Here are a few things to check on your end:
Check your email for a message from us — we’ll always contact you by email if we need more information, like for verification. Remember to check your spam folder too.
Look for any notifications inside your Wise account — if there's an action you need to take, like completing verification or dealing with a receiving limit, we'll highlight it for you there.
Why might my money be delayed?
If you've checked your own account and the money still hasn't arrived, the delay could be for one of these reasons:
If the money was sent from another Wise account, it should be instant. If there's a delay, the sender may need to take action on their end. For privacy reasons, we can only discuss transfer details with the sender.
If the money was sent from an outside bank, the delivery time depends on how it was sent. For example, a Swift or wire transfer can take 2–5 working days to reach us. Learn here how long your currency usually takes.
Weekends and holidays can also add delays as banks don't process payments during these times, so you should wait for the next working day.
The sender entered the wrong details — a small mistake that’s a common reason for payments to be delayed or returned. You should advise the sender to double-check:
If the account details are correct — the name and account numbers they used should exactly match yours.
If the money wasn't sent to your card number — payments sent to your 16-digit card number will fail. They need to use your proper account details, like your IBAN for EUR transfers.
What should I do if my money is still missing?
If the estimated delivery time has passed and you've checked everything above, your money may still be on its way.
If it has been more than 5 working days since the money was sent from an outside bank, please get in touch with us and provide the proof of payment document you got from the sender. This will help us track down your money.