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09/03/25 @alan279.  Go to the "Help" area of the Wise site after you're logged in.  Someplace on it there should be a "Contact Us" button.  Write them to describe the problem, succinctly but not leaving anything important out.

When something similar happened to me, it was because their correspondent bank, Banco Rendimento in São Paulo, needed "additional information":  effectively, all the information that they'd have on me if I had an account with them, on their own forms.  I finally gave up on them because they were difficult to contact and extremely slow in communicating what they needed.  Besides, I wasn't interested in a second banking relationship so far away.  Wise was helpful, but they have no real control at this end, and all they could do was refund my money.

This was several years ago, right after the pandemic, so I hope that things have improved.  But that was why I stopped using Wise for transfers, although I still use them for our multicurrency emergency fund (you could think of it as our "Trump Fund"), and am really happy with them on that.

Please keep us posted, I for one will be interested in your progress.

@abthree

I emailed Wise.

Wise doesn't have chat or WhatsApp.

I can't call Wise, as Google requires me to recertify my Voice account with a US cell phone number.

It's always something. 😕

09/03/25 @abthree I emailed Wise.
Wise doesn't have chat or WhatsApp.

I never had any trouble getting timely email responses from Wise.  It never occurred to me to want to talk in real time to anyone in London, or Tallinn, or wherever they're based. 

The last time I tried to reach Banco Rendimento, on the other hand, they're in Brazil, but their WhatsApp took you to an endless no-exit loop, they didn't allow phone access, and they insisted on two business days to analyze everything I sent them before they would respond.  So under ideal circumstances we could have one email exchange a week: if I sent them something on Monday, they might respond on Thursday, and if I answered immediately, I might hear from them again the following Monday.  I hope i's better now.

Wise gave me a US phone number, but Google Voice terminated my calls to the US.

Wise promises 1+ days response time to emails.

I'll let you know how it goes.

@alan279

Wise did this with me once. I sent what they requested and they quickly sent my money.

On the other hand, Remitly did this once and PERMENANTLY BLOCKED ME. I have appealed to Remitly, but remain blocked. Remitly will not provide me with any information as to why they blocked me.

I tried Wise on my computer. I had to select my personal or business account. I selected the business account and saw no history of transactions. I logged out and logged into my personal account. Everything was there and I repeated last month's transfer. Money was in my Brazilian bank in seconds.

I deleted the Wise app and reinstalled it and everything looks okay.

09/04/25 @alan279.  Fantastic -- so glad that it worked out for you. 

Wise support requested more documents via email. The links in the email didn't work. The app says they have all the information they need. The left hand may not know what the right hand is doing.

I do have personal and business accounts on Wise. And I learned how to switch accounts in the app! I've only used my personal account. I wonder why I created a business account.

@alan279 My here again gone again friend. I am sure I told you months ago that you could not trust WISE. I went through this experience last year.     My bank was not an acceptable bank. I wore white after Labor Day. Who remembers, however it will not revert Find your alternative NOW.

Roddie in Retirement😎

@alan279

Two more days of email exchange with Wise customer support and they now want a selfie with my Brazilian ID.

... and they now want a selfie with my Brazilian ID. - @alan279

I am seeing this as a requirement more and more frequently. Receita Federal asked it of someone recently, and I had to provide one as well...