We understand it's concerning to receive an email that we're closing your Wise account. We know this can be disruptive, and we never take this decision lightly.
We may close your account if its activity goes against the Customer Agreement and Acceptable Use Policy for your region. This could include things like:
Trading in cryptocurrency
Payments for illegal products or services
Payments for restricted items like weaponry
Our policies are in place to keep money safe for everyone, and they're a key part of how we're regulated.
What happens before my account is fully closed?
We'll send you an email letting you know the date your account will be fully closed. Until that date, there are some things you can and can't do:
You can still:
Move money out of your account to a bank account outside of Wise
Withdraw your money
Spend any remaining money from your balances using your Wise card. Your card will continue to work until the final closure date
You can't:
Add money to your account
Receive money into your account
Pay for bills using Direct Debits (any existing Direct Debits will be cancelled)
Before the closure date, you should move any remaining money out and download any statements you might need.
How do I get my remaining money?
We'll always do our best to return any money you have with us. You usually have 90 days from when we first email you to move your money out.
If your account is still active, you can log in and send the money to an external bank account yourself
If your account is already deactivated, you'll need to provide us with external bank details so we can return the funds to you by submitting a refund request
Important things to know:
Currencies: If you have money in currencies we can't send out from our system, we may need to convert it to a different currency before returning it. We’ll always communicate this with you
Negative balances: If you have a negative balance in any currency, you must add money to clear it before we can return your remaining funds
Withdrawal time: Getting your money back can take several business days, as the timeline depends on the currencies and receiving banks involved
What happens after my account is fully closed?
Once the closure date in our email has passed:
You won't be able to log in to your account
Your Wise card(s) will stop working
Any scheduled transfers will be cancelled
If you need statements after your account is closed, you'll need to contact us using the specific email address mentioned in the closure communication we sent you.
Can I appeal this decision?
Our decision to close an account is usually final. However, if you feel there has been a misunderstanding, you can appeal. Learn more about making an appeal.
When you appeal, it helps to provide any new information or documents that you think might clarify the situation.
The email we sent you about the closure will explain if you’re eligible to appeal and the exact deadline for doing so. Please follow the instructions in that email to submit an appeal. Our customer support team can't manage appeals for you.
Can I open a new Wise account later?
Generally, once we've closed an account, you won't be able to open another one with Wise.