Skip to bank account name and TransferWise name mismatch
Skip to bank transfer sent to incorrect details
Skip to incorrect amount deposited
Skip to unique reference not included
Skip to CHF deposits
If the money was sent by someone else, it can be refunded to them. Or that person can create an account with us. We do not hold money we cannot identify and always contact the person behind the transaction.
Bank transfer sent to incorrect details - If you think you have sent your bank transfer to incorrect details, you can double check this by logging in to your TransferWise profile and checking your transfer with us.
If you do see an error, then the funds are likely to simply bounce back to your account within a day or two, but it would also be useful to contact your bank and notify them of this error.
Incorrect amount sent - If you have sent us an incorrect amount, either more or less, then we will contact you to ask you to either set up a new transfer with us for the correct amount, refund the excess, or send the remaining amount. For very small differences we can simply amend the existing payment.
Unique reference not included - If you did not include your unique reference number (beginning with P or TWSCH) or you think this may not have been correctly forwarded by the bank, you will need to send us a proof of payment document.
CHF Deposits - When sending a deposit to us from CHF (Swiss Francs), we ask you to include a different reference to other transfers, which can be seen on your payment order. Swiss Banks often have two places to include a reference on a transfer, normally called 'Booking Text' and 'Reason for Payment'. Please enter our reference in 'Reason for Payment'.
If this is entered in 'Booking Text' then our system will not be able to automatically match your deposit to your active transfer and this will be delayed.
We will then ask you for a proof of payment document so we can manually locate your payment in our system.