How do I dispute a Wise card transaction?

If you have a problem with a Wise card transaction, you can submit a dispute form. Here’s how:

1. Check the transaction status: Pending or Completed?

First, find the transaction in your Wise account activity list and check its status.

• Pending: The transaction is still being processed. We can't start a dispute while it's pending. Please wait until the status changes to completed. Most pending transactions complete (or automatically reverse) within 3–7 days, but some can take longer

• Completed: The payment has been processed and left your account. You can dispute a completed transaction

2. Follow the steps for your situation:

Once the transaction is completed, decide which situation below matches your problem and follow the detailed steps.

I don't recognise this transaction at all

This means you're certain you (or someone you authorised) didn't make this payment.

Follow the steps:

1. Freeze your card immediately. Go to the Card tab in the Wise app or web and freeze the card used. This stops any further unauthorised payments. We strongly recommend doing this

2. Double-check the merchant name. Sometimes, the name shown (e.g. "Stripe" or a generic processor name) might be different from the shop or service you actually used. Think about recent online purchases or subscriptions

3. If you still don't recognise it, start the dispute process on app or web:

   • Go to your Activity list

   • Select the completed transaction you want to dispute

   • Tap the ? icon (question mark symbol) located in the top right corner of the transaction details screen

   • Choose I don't recognise this

   • Select Report this transaction to open the dispute form

   • Carefully follow the prompts in the form, providing all relevant details about why you don't recognise the transaction

   • Submit the completed form.

I made the transaction, but there's a problem

This applies if you recognise the merchant, but something went wrong. Common examples include:

• You didn't receive the goods or services you paid for

• You were charged for a subscription you had already cancelled

• You were charged twice for the same thing

• The amount charged was incorrect

• An ATM didn't dispense the correct amount of cash, or any cash at all

• You returned an item, but haven't received the promised refund

Follow the steps:

1. Contact the merchant first. You must try to resolve the issue directly with them before disputing. Ask for a refund, correction, or other solution

2. Gather evidence. Keep records of all communication with the merchant (emails, chat logs), receipts, invoices, proof of return tracking, photos of faulty items, or any relevant documents.

3. If the merchant doesn't respond, refuses to help, or doesn't resolve the issue satisfactorily after you've contacted them, start the dispute process on app or web:

   • Go to your Activity list

   • Select the completed transaction you want to dispute

   • Tap the ? icon (question mark symbol) located in the top right corner of the transaction details screen

   • Choose I don't recognise this

   • Select Report this transaction to open the dispute form

   • Carefully follow the prompts in the form, providing all relevant details about your specific issue with the merchant

   • Make sure to upload the evidence you gathered when prompted. This is crucial for merchant dispute.

   • Submit the completed form

4. Should I freeze my card? For merchant disputes (when you made the transaction, but there's a problem), you usually don't need to freeze or cancel your card unless you suspect your card details have been compromised or the merchant might try to charge you again without authorisation.

3. What happens next?

Our disputes team will review your submission. We might contact you via email if we need more information or clarification.

Disputes involve coordination with card networks (Mastercard or Visa) and the merchant's bank, so they take time. The timeframe generally starts from the date you submit the dispute form.

• Timeline for unrecognised transactions:

  • Our investigation usually takes 1–2 business days, but can take up to 10 days

• Timeline for issues with merchants (when you made the transaction, but there's a problem):

  • Our initial investigation usually takes up to 30 business days

  • If the dispute is valid, the merchant has 30–45 days to respond

  • If the merchant rejects the refund, we may be able to escalate it further with MasterCard or Visa. This process can take around 2 months for Visa and 6 months (or more) for MasterCard to complete

We’ll email you as soon as there's an update on your case.

If your dispute is invalid, we won't be able to reverse the charge. Learn more about invalid or declined disputes

Can I dispute only part of a transaction amount?

Yes. If you were overcharged or only need to dispute a portion of the total amount, explain this clearly in the details section when you fill out the dispute form.

What if the merchant already gave me a partial refund?

If the merchant issued a partial refund but you’re still owed more, you can dispute the remaining amount. When you fill out the dispute form, explain the situation and provide evidence of the partial refund you already received (like a bank statement showing the credit or a confirmation email from the merchant).