Manage Wise

What is Wise

Service overview

Wise is an online financial service that provides multi-currency accounts, international money transfers and debit cards designed to use mid-market exchange rates and transparent fees.

Common uses

People in New Zealand use Wise to hold multiple currencies, receive payments with local bank details, send money overseas and spend with a Wise debit card.

How to cancel Wise

Close account via web or app

• Open the Wise website or mobile app and sign in to your account.
• Go to Account settings and select "Close Account".
• Follow the on-screen prompts to confirm closure; email or phone requests alone are not sufficient.

Cancelling specific services (transfers, cards, recurring payments)

• To cancel a money transfer, check the transfer page for a "Cancel transfer" option and click it if available.
• If no cancel option appears for a transfer, contact Wise support immediately for help.
• Freeze a Wise debit card instantly in the app; for permanent card cancellation contact support via the app.
• Recurring payments and direct debits can be cancelled at any time through the app or by contacting support.

What happens when you cancel

Access to your account

After you cancel, account content becomes immediately inaccessible. You should export any records you need before closing.

Data retention and deletion

Wise permanently deletes account content within 30 days of cancellation. Deleted content will not be recoverable after that period.

Billing and renewals

Cancelling before the end of a billing month stops future charges but Wise does not provide prorated refunds for the remainder of that billing period.

Will I get a refund?

Wise refund policy summary

Wise processes refunds under its Fair Refund Policy. Eligibility depends on the service and timing of the cancellation.

Typical refund timings and exceptions

• If you cancel a transfer before it completes, refunds go back to your original payment method.
• Bank-transfer refunds: typically 0 - 3 business days.
• Card refunds: up to 10 business days (typically 2 - 5 business days).
• Wise balance refunds (money moved from Wise balance back): usually instant.
• Cancelling your account stops future charges but does not automatically trigger prorated refunds for a partly used billing month.

See Wise's Fair Refund Policy for full terms: Wise Terms and Conditions.

Wise plans and pricing

Pricing overview

Below are common personal and business fees. Base account features (holding money, local receiving details) are free.

Notes and monthly rules

ATM withdrawal rules apply per calendar month per account. Some prices are one-time; others apply per transaction or month as noted.

Your consumer rights in New Zealand

Cooling-off and cancellation rights

New Zealand law does not provide a blanket 14-day cooling-off right for financial services such as Wise.

Which rules apply

• Your refunds and cancellation terms are governed primarily by Wise's own Fair Refund Policy and terms of service.
• Broader consumer protections may apply in specific cases, but there is no statutory 14-day cancellation for these services unless stated by Wise.

Customer experiences

Positive feedback

Users commonly praise Wise for fast international transfers, a user-friendly app, transparent fees and competitive exchange rates.

Examples include Trustpilot and Capterra reviews highlighting low fees and good multi-currency functionality.

Negative feedback

Complaints often concern slow or unresponsive customer support, unexpected account freezes and held funds with poor communication.

Some reviews report long delays resolving freezes and difficulty retrieving funds, so plan ahead if you rely on immediate access.

Documentation checklist

Before cancelling your account

• Download or export transaction history, invoices and tax-related statements you need.
• Ensure any pending transfers are cancelled or tracked; note refund timing for the original payment method.

Information to have when contacting support

• Account email and phone number, recent transaction IDs and a clear description of the issue.
• Details of any recurring payments or direct debits you need to stop.

Common mistakes

Relying on email or phone to close the account

Many users attempt to close their account by emailing or phoning support. Wise requires closure via the Account settings in the web or app.

Assuming automatic refunds or instant access

Expecting a prorated refund for a partly used billing month is a common mistake; Wise does not give prorated refunds.

Also, cancelling a transfer after it completes is not possible; check for a "Cancel transfer" button early or contact support right away.

Comparative recap

At-a-glance comparison

The table below summarises key actions and outcomes for quick reference before you cancel or change services.

Key takeaways

This recap highlights where immediate action is needed (e.g., freezing cards, cancelling transfers early) and expected refund timing.

After cancelling

Immediate steps

• Save exported statements and records before the account becomes inaccessible.
• Confirm that any recurring payments or linked services are stopped and update payees with new details if needed.

Useful links

• Wise Terms and Conditions (Fair Refund Policy)
• Cancellation and refund guidance summary
• Customer reviews (Trustpilot NZ)

Address

Local address

97 Mould Street, Waitara 4320, Taranaki, New Zealand

Notes about postal cancellation

Wise requires account closure via the web or app; a postal address is not an official method for cancelling your Wise account.