Wise pack · read 2026-10-17

Wise payout pack

The letters, the step plan and the document checklist for a held Wise payout, built from Wise's own pages. Free to fill in yourself, or let us do it all. You send everything yourself.

Basic & free: use the letters now Premium & we do everything · $19.95

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Not affiliated with any payment platform named here. Not legal advice. No guarantee of release. Example only.

Which situation is yours?

Account temporarily restricted (routine check)

No fixed term published

Wise gives no number of days: checks 'don't usually take long' and the app shows an estimated resolution time. Support cannot remove the restriction or speed up the review.

“Our checks don't usually take long” Source: wise.com/help/articles/1e5Yyfl91yUaDNGkBNcEhw/what-should-i-do-if-my-account-is-restricted

todayCheck your email and the Wise app for the information request and the estimated resolution time.Source: wise.com/help/articles/1e5Yyfl91yUaDNGkBNcEhw/what-should-i-do-if-my-account-is-restricted
this weekAnswer with clear, detailed information; upload documents that are clear, readable and not expired.Source: wise.com/help/articles/1e5Yyfl91yUaDNGkBNcEhw/what-should-i-do-if-my-account-is-restricted
after the dateIf the estimated time shown in the app has passed, reply to Wise's email (not a new ticket) and ask for status using the follow-up template.Source: wise.com/help/articles/1e5Yyfl91yUaDNGkBNcEhw/what-should-i-do-if-my-account-is-restricted
if refusedCustomer support cannot remove the restriction; use the complaint route (see escalation) after speaking to support.Source: wise.com/help/articles/1e5Yyfl91yUaDNGkBNcEhw/what-should-i-do-if-my-account-is-restricted

Account suspended (mandatory regulatory compliance check)

No fixed term published

No number of days. The account stays suspended until Wise receives and verifies your response. While suspended you cannot add money, receive money or use Direct Debit.

“your account will unfortunately remain suspended until we receive and verify your response” Source: wise.com/help/articles/1cBQdtgHYXIEECpCPdfOwG/my-account-is-being-suspended-by-wise

todayEmail the answers Wise asks for (public-function / PEP questions, job title, employer).Source: wise.com/help/articles/1cBQdtgHYXIEECpCPdfOwG/my-account-is-being-suspended-by-wise
this weekKeep a copy of what you sent with date and time.Source: wise.com/help/articles/1cBQdtgHYXIEECpCPdfOwG/my-account-is-being-suspended-by-wise
after the dateIf you hear nothing, reply on the same thread and ask for the status of the review.Source: wise.com/help/articles/1cBQdtgHYXIEECpCPdfOwG/my-account-is-being-suspended-by-wise
if refusedIf you feel there has been a misunderstanding, you can appeal (Wise's own wording).Source: wise.com/help/articles/1cBQdtgHYXIEECpCPdfOwG/my-account-is-being-suspended-by-wise

Account deactivated or closed with a balance

90 days · the day Wise first emails you about the closure

Wise says you usually have 90 days from its first email to move your money out. Appeal first if you disagree: Wise says it cannot help with the refund before you do.

“You usually have 90 days from when we first email you to move your money out.” Source: wise.com/help/articles/2235393/how-do-i-make-a-complaint

todayRead the deactivation email; note its date. Open the appeal link in it.Source: wise.com/help/articles/2235393/how-do-i-make-a-complaint
this weekChoose 'Request a refund' (bank details of an account outside Wise) and/or 'Appeal our decision'; Wise recommends appealing first.Source: wise.com/help/articles/2235393/how-do-i-make-a-complaint
after the dateIf you have trouble with the link, reply to the original email.Source: wise.com/help/articles/2235393/how-do-i-make-a-complaint
if refusedIf still unhappy after the appeal, file the complaint form; Wise aims for a final response within 15 calendar days.Source: wise.com/help/articles/2235393/how-do-i-make-a-complaint

Waiting for a refund after closure (timing by payment method)

90 business days · Wise starting the refund (ACH/bank debit case)

Card payments: 3-10 working days; bank or wire transfer: 2-3 working days; bank debit or ACH: up to 90 working days while Wise carries out due diligence checks.

“by bank debit or ACH: up to 90 working days, while we carry out due diligence checks” Source: wise.com/help/articles/2235393/how-do-i-make-a-complaint

todayCheck which payment method you used for the transfer.Source: wise.com/help/articles/2235393/how-do-i-make-a-complaint
this weekClear any negative balance; Wise requires it before returning funds.Source: wise.com/help/articles/2235393/how-do-i-make-a-complaint
after the dateIf the stated time for your method has passed, contact Customer Support.Source: wise.com/help/articles/2235393/how-do-i-make-a-complaint
if refusedFile the complaint form if Support does not resolve it.Source: wise.com/help/articles/2235393/how-do-i-make-a-complaint

Complaint to Wise about handling of your funds

15 days · the day you file the complaint

Wise aims to acknowledge within 1 working day and send a final response within 15 calendar days (UK: extended to 35 calendar days if it cannot respond in 15).

“send a final response to your complaint within 15 calendar days” Source: wise.com/help/articles/2235393/how-do-i-make-a-complaint

todayOnly after speaking to Support: fill out the complaint form.Source: wise.com/help/articles/2235393/how-do-i-make-a-complaint
this weekAttach the same documents as in your first request.Source: wise.com/help/articles/2235393/how-do-i-make-a-complaint
after the dateDay 15 passes without a final response: tell Wise you are escalating (UK: 35 calendar days limit).Source: wise.com/help/articles/2235393/how-do-i-make-a-complaint
if refusedForward the complaint to the dispute body for your region (see regulators).Source: wise.com/help/articles/2235393/how-do-i-make-a-complaint

Where to ask

Reply to Wise's email / Wise app (information request, estimated time)Wise says the fastest way is to check your email or app and answer the request for information. wise.com/help/articles/1e5Yyfl91yUaDNGkBNcEhw/what-should-i-do-if-my-account-is-restricted Verified 2026-10-17
Appeal link in the deactivation email (appeal or request a refund)Both options sit on the same page. If the link does not work, reply to the original email about the deactivation. wise.com/help/articles/2235393/how-do-i-make-a-complaint Verified 2026-10-17
Wise Customer Support (login required)Help centre contact page redirects to the login screen; cannot be tested without an account. Wise says support cannot remove a restriction or speed up a review. wise.com/help/contact Not verified
Wise complaint formUse after speaking to Support (or after the appeal for a deactivated account). Described in Wise's help article 'How do I make a complaint?'. The form itself was not opened by us. wise.com/help/articles/2235393/how-do-i-make-a-complaint Not verified

If it is refused

1. Respond in app/emailAnswer the information request with detailed information.Source: wise.com/help/articles/1e5Yyfl91yUaDNGkBNcEhw/what-should-i-do-if-my-account-is-restricted
2. Appeal (if deactivated)Use the appeal link; Wise says to appeal first.Source: wise.com/help/articles/2235393/how-do-i-make-a-complaint
3. Complaint formAfter speaking to Support; final response aimed within 15 calendar days (UK 35 if extended).Source: wise.com/help/articles/2235393/how-do-i-make-a-complaint
4. Regional dispute bodyUS: Consumer Financial Protection Bureau or your state regulator; UK/other: Financial Ombudsman Service (6 months after the final response); Australia: AFCA; EEA: Ombudsfin (not in regulators.json); Canada: Wise says no body is currently available.Source: wise.com/help/articles/2235393/how-do-i-make-a-complaint

Documents to collect

Identity documentClear, readable and not expired (Wise's wording).Source: wise.com/help/articles/1e5Yyfl91yUaDNGkBNcEhw/what-should-i-do-if-my-account-is-restricted
Proof of address / source of moneyWise may ask to confirm identity, address, or where your money comes from; upload what is requested.Source: wise.com/help/articles/1e5Yyfl91yUaDNGkBNcEhw/what-should-i-do-if-my-account-is-restricted
Answers to compliance questions (PEP)Written answers by email: public positions held, relationships, current job title and employer.Source: wise.com/help/articles/1cBQdtgHYXIEECpCPdfOwG/my-account-is-being-suspended-by-wise
Bank details of an account outside Wise (refund)Wise asks for the bank details of an account outside Wise where it can send your money.Source: wise.com/help/articles/2235393/how-do-i-make-a-complaint

Check before you send

Documents not expiredExpiry date later than today; all four corners visible.
Clear and readableNo glare, no cropped edges; file opens.
Details matchName and address equal what is on the account.
No sensitive codes in emailsWise never asks for password, PIN, card CVV or one-time password by email, text or phone.

Fill in your letters, free

Pick your situation, fill in the form and copy or download the letter. Everything stays on your device. The highlighted parts are still empty.

You are looking at a preview of the form.Basic & free: nothing you type leaves your device. Want it filled in for you? See Premium below.

Do it yourself for free, or let us do everything

The calculator is free. A pack for Wise holds the letters and the plan. Basic & free gives you all of it to fill in and send yourself. Premium & we do everything fills it in for you and stays with you for 30 days.

What is in each plan for Wise
What is included	Free Basic & free$0You fill in and send	Most completePremium & we do everything$19.95One-time, per payment service. We fill in. You send.
All letter templates for Wise	Included	Included
Step-by-step plan and document checklist	Included	Included
Fill-in form on your own device (nothing is uploaded)	Included	Included
Everything filled in with your details, by us	Not included	Included
Document check before you send	Not included	Included
Evidence folder and timeline	Not included	Included
Reminders on the dates that matter	Not included	Included
30 days of follow-up: send us the platform's reply, get the next letter	Not included	Included
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Get Premium & we do everything

Pick the situation that fits. You pay on Stripe's secure page; we never see your card.

Payment serviceSituation

One payment of $19.95 per payment service. Full refund within 14 days if you have not downloaded the filled letters (terms). You ask us to start now; your right of withdrawal ends when you download the filled-in letters. You send every letter yourself. Not legal advice.

You send every letter yourself. We never write to a platform for you and never ask for your password. Not legal advice. No promise of release: only the platform decides.

Not confirmed

We could not confirm these on the platform's own pages, so we do not state them as fact.

Number of days for a restriction or suspension: Wise states none.
Wise Business-specific pages (e.g. business verification documents): only the general help articles were read.
Customer Support contact page: login required, not tested; the complaint form was not opened.
Regulator named by Wise for Canada: Wise's page says no regulatory body is currently available; CA-FCAC and CA-OBSI are therefore not listed.
Ombudsfin (EEA) is named by Wise but is not one of the regulators in regulators.json; EEA customers should take the contact details from Wise's complaint article.
The 'How do I appeal an account decision?' article could not be located at a stable URL (page ID guess returned 404); the appeal path above is taken from the complaint and suspension articles.
Which of these situations applies to a Wise business account in a given country: depends on the Wise entity; not checked per country.

Regulators

Consumer Financial Protection Bureau (CFPB)
Financial Ombudsman Service (FOS)
Australian Financial Complaints Authority (AFCA)

Good to know before a hold happens

Respond to Wise's information requests with clear and detailed information.
Wise says it never asks for your password, PIN, CVV or one-time password, or to move money for an investigation: do not send these.
Keep contact details and email reachable so you see requests quickly.

All Wise points with their sources · All packs · Before you pay anyone