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Guide · Wise · checked 24 Oct 2026

Wise closed it. Move it in 90 days.

When Wise closes or deactivates an account, its help centre gives one number that matters most: you usually have 90 days from Wise’s first email to move your money out. The way out is the appeal page, which offers two choices: appeal the decision, or request a refund.

You usually have 90 days from when we first email you to move your money out.

— Wise Help: How do I make a complaint?1

Appeal or refund

  1. Now

    Open the appeal page

    Log in: a deactivated account usually shows a link to appeal. You need access to the account’s email address and, for a Wise Business account, you must be the Owner. If the page does not work for you, reply to Wise’s deactivation email.2

  2. Now

    Choose: appeal or request a refund

    An appeal always asks for a photo ID, a selfie holding it, and why you use Wise; it may also ask for proof of address and of where your money came from. A refund asks for an account outside Wise in your name. A separate specialist team handles appeals, so Customer Support cannot see where yours stands.2

  3. Before day 90

    Get the balance out

    If a currency cannot be sent out, Wise may convert it first and will tell you. A negative balance in any currency has to be cleared before Wise returns the rest.1 The hold calculator puts day 90 in your calendar.

If you are still unhappy

Wise recommends appealing first; you can also use its complaint form. Wise aims to acknowledge within 1 working day and send a final response within 15 calendar days.1

  • United Kingdom. Wise Payments Limited is an FCA-authorised electronic money institution, firm reference 900507. If Wise needs longer than 15 calendar days it extends to 35 calendar days from your complaint. If you hear nothing within 15 calendar days, or disagree with the final response, you can go to the Financial Ombudsman Service, within 6 months of the final response.13 See the UK ombudsman route for which businesses qualify.
  • EEA. Your account is with Wise Europe SA, a Belgian payment institution. If there is no response within 15 working days, or you disagree with the final one, Wise names Ombudsfin, no more than one year after your complaint to Wise.1 Ombudsfin takes all dispute types from small and micro companies.

The escalation timeline counts Wise’s UK deadline in calendar days, and the route letters address Wise Payments Limited or Wise Europe SA.

Sources

Every source checked 24 Oct 2026. Numbers in the text link here.

  1. Wise Help: How do I make a complaint? ↩
  2. Wise Help: How do I appeal my account decision? ↩
  3. Wise Help: Who is the FCA? ↩

Questions, answered

How long do I have to get my money out of a closed Wise account?

Wise says you usually have 90 days from when it first emails you to move your money out. On the appeal page you can request a refund to a bank account outside Wise. Wise carries out due diligence checks before it sends the money.

How long does a Wise refund take?

For pending transfers Wise cancels, it returns money the way it came: by card 3–10 working days, by bank or wire transfer 2–3 working days, by bank debit or ACH up to 90 working days while it carries out due diligence checks. Withdrawals can take several business days depending on the currencies and banks.

Is Wise regulated in the UK?

Yes. Wise Payments Limited holds an FCA licence as an electronic money institution under the Electronic Money Regulations 2011 and the Payment Services Regulations 2017, firm reference 900507. Wise names the Financial Ombudsman Service for UK customers.

How long does Wise have to answer a complaint?

Wise aims to acknowledge a complaint within 1 working day and send a final response within 15 calendar days. For UK customers, if it needs longer it extends the deadline to 35 calendar days from the day you complained. You have 6 months from the final response to go to the Financial Ombudsman Service.