Account closed with a balance at Wise (Wise Business)

What is happening

Your account is being closed or is closed. Wise emails you the closure date and what still works until then. It says you usually have 90 days from its first closure email to move your money out. After the closure date you cannot log in and cards stop working. Wise cancels pending transfers and refunds them to the original payment method. Money left in the account is sent to a bank account outside Wise after security checks.

A transfer is on hold. Wise says extra checks usually take 2 to 10 working days, sometimes longer. If it asks you to verify after a transfer has started, it aims to finish in 5 to 14 working days. The transfer then resumes by itself.

Wise asks about your residence or address. Wise may ask you to prove your right to live in the country your account is registered in. Without that document, it says it "might need to close your account".

Common triggers

Wise names these causes in its own pages:

• Activity that breaks the Customer Agreement or Acceptable Use Policy.
• Concerns about account security, fraudulent use or a breach of the agreement (US business terms).
• No reply to a request for more information within 2 working days: Wise then cancels and refunds the transfer.
• An ID issued by a different country than the address on your account.
• A trading address that is a PO box, mail forwarding service, virtual office, lawyer's office or business registration agency.
• A business that has moved country: Wise cannot change a business's registration country. Its US terms require a business registered in the US or a US territory.

What to do in the next 72 hours

1. Find Wise's email, including in spam. Note every date and deadline.
2. Log in if you can. The Activity section shows the transfer status.
3. If Wise asked for information, answer within 2 working days through the link or banner it gave you.
4. If the account is still active, move your balance to an external bank account in your business's name.
5. If the account is deactivated, go to wise.com/appeals. Choose "Request a refund" and give external bank details, or "Appeal our decision" if you believe there was a misunderstanding. The closure email says whether you can appeal and by when. Only the account Owner can do this. If the page does not work, reply to Wise's email.
6. If your balance is negative, clear it first. Wise will not return the rest before that.
7. For anything else, log in and use Help (?) > Contact us. In the US, Wise lists +1 888 501 4041, open 24/7.

Documents to gather

Wise says it may ask for:

• A clear photo of your ID, and a selfie holding it.
• Your reason for using Wise and the purpose of your transfers.
• Proof of address and proof of where your money came from.
• Proof of business registration, and documents showing who owns and controls the company.
• Proof of trading address: a recent utility bill, lease, bank statement or tax document.
• A right-to-reside document from your account's country (passport, national ID, residence permit, long-term visa).
• Details of a bank account outside Wise for the refund.

Letter template (editable)

Copy it, replace the parts in braces, and send it yourself through the official channel. The free plan fills in your own facts.

Subject: {business_name} - account review and balance return

Hello {platform} team,

I am writing about the Wise Business account of {business_name},
registered with {account_email}.

Since {started_on}, {amount} has been unavailable. The reason I was
given: {reason_given}. I was told funds would be available on
{announced_release_on}.

Could you please tell me:
1. The reason for this decision, if you are able to share it.
2. The exact balance you hold for the account.
3. When you expect to release or return it.
4. Which documents would allow you to review the account.
5. How the balance will be returned, and which bank details you need.

I will answer any request promptly and honestly.

Thank you,
{your_name}

Keep selling while you wait

• Open a backup account with a provider that accepts your real profile and country.
• Update the payment details on your invoices and website.
• Tell regular customers that your bank details are changing. Wise sends money paid into a closed account back to the sender.