Why was my account deactivated?

There are a number of reasons why we might need to close your TransferWise account.

Unfortunately, we can’t tell you the specific reason why — it’s because of how we’re regulated. But we can choose to close an account if we think: 

• it’s a duplicate of another (you can only have one TransferWise account, unless we agree otherwise)
• its security has been compromised
• there are transactions on your account that we can’t complete

These are just examples, though. You can find more reasons in our Terms of Use, where we explain how we’re allowed to close accounts. 

Keep in mind, Customer Support doesn't have the ability to view the reasons your account was deactivated. 

If you have pending payments or remaining balances in your account, here's what happens next.

Pending payments

When we deactivate your account, we cancel all pending payments. We'll work on returning any money that you’ve already sent the way we received it.

Refund time depends on how you paid for your transfer:

• by card: 3–10 working days
• by bank/wire transfer: 2–3 working days
• by bank debit/ACH: up to 90 working days, while we carry out due diligence checks

Remaining balances

If you still have money in your TransferWise balances when we close your account, we'll work on sending it back to your bank account. But first, we need to carry out due diligence checks. While we do that, your money and information will be safe and secure.

What can I do next?

If you’re not happy with our decision to close your account, you can appeal it. After appealing, you'll need to wait for our team to reach out to you with updates — Customer Support doesn't have the ability to provide updates or speed up the process for you. 

If you chose to deactivate your own account, and you've changed your mind, you shouldn't use the appeals link above. Instead, get in touch by email from your registered email address, or by giving us a call.