Wise Account Blocked or Suspended: What to Do

The four statuses at a glance

1. Account restricted

Wise says: "We may temporarily restrict your account to keep you and your money safe while we complete a routine check." The reasons Wise lists:

• to keep your money safe if it spots unusual activity;
• to double-check it's you using your account;
• to confirm your identity, address, or where your money comes from;
• to make sure you're using Wise according to its policies.

What to do:

1. Check your email: Wise tells you what it needs.
2. Respond to information requests with clear and detailed information.
3. Upload the requested documents: clear, readable and not expired.
4. Wait for the review. Wise says its support team can't remove the restriction or speed up the review if you call.

Location-based restriction: if you use Wise from a country where it doesn't operate (such as Iraq, Syria, Yemen, Sudan or Libya), your account might be temporarily restricted, and transfers might be cancelled and refunded without notice. This shows as a red banner: "Wise is not available at your current location."

2. Account suspended

According to Wise this is a mandatory regulatory compliance check on Politically Exposed Persons (PEP). Wise asks by email:

• Have you ever held an elected post, or a government or state-enterprise post?
• Are you related to someone who has?
• What's your current job title and employer?

Wise says: "your account will unfortunately remain suspended until we receive and verify your response." While suspended you can't add or receive money or pay Direct Debits. The fix: answer the questions honestly and quickly.

3. Account being closed

Wise says it may close an account if its activity goes against the Customer Agreement and Acceptable Use Policy, with examples like:

• trading in cryptocurrency (see Wise and Binance);
• payments for illegal products or services;
• payments for restricted items like weaponry.

Until the closure date you can: move money out, withdraw, and spend on your card. You can't: add or receive money. You usually have 90 days from Wise's first email to move your money out.

Wise also says: "Generally, once we've closed an account, you won't be able to open another one with Wise."

4. Account closed

Wise says it can't tell you the specific reasons it closed your account, and Customer Support can't see the reason either. Examples it gives: a duplicate account (more than one personal account), or that the account's security has been compromised.

How long refunds take after closure:

How to appeal Wise's decision

1. Log in and select Appeal our decision. (Or use the self-service appeals page, or reply to the closure email.)
2. Prepare what Wise always asks for:
   • a high-resolution photo or colour scan of your photo ID;
   • a photo of you holding that ID (selfie with ID);
   • your reason for using Wise, including the purpose of your past or future transfers.
3. Wise may also ask for proof of address, proof of where your money came from, and other documents.
4. If you just want your money, choose Request a refund to send it to an external bank account.

Wise says: "Making an appeal doesn't mean we'll automatically change our decision."

Application for an account denied

Wise says its checks are partly automated, "with the help of advanced technology and information provided by third-party fraud prevention services". If the reason is related to CIFAS, contact CIFAS directly. You can appeal a denial.

Source-of-funds documents

Wise usually asks for these after you've set up and paid for a transfer, mostly for large amounts.

File rules: PDF, JPEG or PNG, up to 10MB per file, up to 10 files, no password protection. The document must show your full name, the issue date, the amount(s) and the payer.

Notes from Wise:

• Bank statements are usually not enough on their own.
• You don't need to translate your documents.
• Don't send documents in advance: Wise can't check them before you set up a transfer.

What not to do

• Don't open a second account: Wise allows one personal account, and duplicates are a reason for closure.
• Don't use a VPN or an address that isn't really yours: using Wise from a country where it doesn't operate can get the account restricted.
• Never give your password or an OTP to anyone claiming to be Wise.
• Don't pay anyone who promises to "unblock" your account: Wise says even its own support can't lift or speed up a restriction.

FAQ

Why did Wise restrict my account?

Wise gives general reasons: unusual activity, checking it's really you, confirming your identity, address or source of funds, or making sure you follow its policies. The details come by email.

How long does a Wise restriction last?

Wise doesn't give a fixed time. The review starts once you've uploaded the requested documents, complete and clear, and support can't speed it up.

Can I get my money back if my account is closed?

Yes. Choose Request a refund to send it to an external bank account. The time depends on how you paid, from 2 to 3 working days for a bank transfer.

Can I open a new account after a closure?

Generally no. Wise says that once it has closed an account you generally won't be able to open another one. The right route is an appeal.

Why does Wise want to know where my money comes from?

As a financial institution it has to check, especially for large amounts. Upload the document that matches your source of money from the table above.

Don't have an account yet?

Read the Wise account requirements before you sign up: most problems start with details that don't match your ID, or a second account.

Open your Wise account →

Partner link: we may earn a commission from Wise, at no extra cost to you.

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Last updated: 23 October 2026 · All facts from the official Wise help pages listed above.