How to get a refund from Wise for a failed transfer
If you've sent money via Wise and the transfer hasn't gone through, it can be incredibly frustrating. You have a right to expect your money to either reach its destination or be returned to you promptly. This guide will help you navigate Wise's process and reclaim your funds.
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Your rights
Wise's service agreement states that if a transfer is cancelled, you can either correct the recipient's details to resend it or cancel the transfer for a full refund. Under the UK Payment Services Regulations 2017, if a payment transaction is unauthorised or incorrectly executed, you must notify Wise without undue delay, and no later than 13 months after the debit date. Wise must then refund the non-executed or defective transaction without undue delay, restoring your account to its original state. For certain debits, you have 8 weeks from the debit date to request a refund under Regulation 79. Wise must provide this refund or justify refusing it within 10 business days of your request or any additional information provided.
Step by step
- 1Check your Wise account dashboard. If the transfer is cancelled, you can choose to fix the recipient's details to resend it or cancel the transfer for a full refund. Refunds are typically sent automatically to your original payment method.
- 2Verify the recipient's details. Double-check the bank account number, sort code, SWIFT/BIC, and name. Incorrect details are a common reason for failure, but Wise will refund funds returned due to such errors to your original payment method.
- 3Contact Wise customer support via their in-app chat or phone for urgent issues. Provide your transfer number and explain the transfer has failed, requesting a refund. Be prepared to provide refund details for the exact bank account or card you used for the original payment, as providing different details will cause the refund to fail.
- 4If the issue is not resolved, formally escalate your complaint through Wise's official complaints procedure, found on their website. Keep records of all communication. Under the UK Payment Services Regulations 2017, Wise must provide a refund or justify refusing it within 10 business days of receiving your request or any further information.
- 5If the transfer was unauthorised or incorrectly executed, ensure you notify Wise without undue delay, and no later than 13 months after the debit date, as required by the Payment Services Regulations 2017.
What they'll say, and your comeback
“The recipient details were incorrect, so the transfer failed.”
Comeback, Wise's policy states that if details are incorrect and the transfer is cancelled or returned, the funds should be automatically refunded to my original payment method. Please confirm the exact date and method of this refund.
“There are delays with the recipient's bank, not Wise.”
Comeback, As the service provider, Wise is responsible for the end-to-end transfer. If the recipient's bank cannot accept the funds, Wise should return them to me. Please provide evidence that the funds were successfully sent to the recipient's bank and are now out of Wise's control, or initiate a refund.
What actually happens
In practice, many failed Wise transfers resolve automatically. If a transfer is cancelled or returned by the recipient's bank, Wise typically refunds the money to your original payment method within 2 to 10 business days. For issues requiring intervention, contacting Wise customer support directly often resolves the matter quickly. Under UK Payment Services Regulations, Wise must refund or justify refusing a refund request within 10 business days. While most refunds are for the full transfer amount, the speed depends on the payment method and currency. Escalating to a formal complaint is usually a last resort, but it triggers the 10-business-day legal response time. Most users find their funds returned after the initial contact or by correcting details, avoiding the need for formal complaints.
FAQ
How long does a refund from Wise usually take?
For failed transfers, Wise typically processes refunds within 2 to 10 business days, depending on the currency and payment method. Under the UK Payment Services Regulations 2017, Wise must provide a refund or justify refusing it within 10 business days of receiving your request or any additional information.
What if Wise says the money was sent, but the recipient didn't get it?
Ask Wise for a SWIFT confirmation or a transaction reference number (UTR) that proves the funds were sent to the recipient's bank. Provide this to the recipient so they can inquire with their bank. If the recipient's bank confirms non-receipt, Wise is responsible for investigating further or initiating a recall.
What are the deadlines for reporting an issue or requesting a refund?
For unauthorised or incorrectly executed transactions, you must notify Wise without undue delay, and no later than 13 months after the debit date. For certain debits, you have 8 weeks from the debit date to request a refund under Regulation 79 of the UK Payment Services Regulations 2017.
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Sources
A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-09-10.