Blocked account/can't login

(262478) I have problem login to my account for over 8 days now, I have done forgotten password, sent photo confirmation, received confirmation still each time I try to log in it tells me unrecognised details
I really need help on this please


Hello Sam, please accept my sincere apologies for the inconvenience caused.

I have just updated you via the ticket, please check your mailbox. In case any additional assistance is required, just reply to this ticket. I will be glad to help.
Also, I would like to ask you to avoid flooding with messages as this is a violation of the Community Forum rules.


Hello , for the past few days i cannot access my account , i want to change my phone number for verification since i cannot access my account and no one is answering my tickets over email i need help ASAP, this is not serious ?!?!

Please return my money! I have been waiting for a refund for 4 months. You wrote to me that you closed my account, and now be kind to get them out to me. I gave you a bank account! Please return the money to me. Please return my money. I’m so dying of waiting. You are more likely to achieve this.

Request (1799495)

Hello @SpyrosPlati, thank you for taking the time to write to us.

I have checked your case and I can see that your issue was resolved. Please check it from our end and let me know if you still facing any issues.

Warm regards!

Hi Anastasiia, I am beginning to think it is from my Google Authenticator, it does not have wirex stored on it, each time it tells me to open the Authenticator and put in the code, the code generated is for Cashfx which is stored already

How can I generate the one for wirex please. I can also create a support ticket for this if you don’t mind


Dear @Balboy, I am sorry to hear about this.

I have already updated you via the support ticket, please take a look and provide us with the requested information so that we could assist further.

Best regards!

Dear @jevgenijskasenavskis,

Please be informed that our relevant team continuously working on this matter in order to satisfy your demand and provide you with proper insight and solution.


Hi I’ve just responded thanks

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Hello Anastasiia, its not resolved unfortunately when i log in it says this acction cannot be compleated and i need to contact support i sent an email, can you please help me get to my account ?

Good afternoon,
Once again my account has been blocked after only a day of using, this is now getting a joke!!! Please respond as soon as possible please!!!

Dear @SpyrosPlati, I am sincerely sorry for the delayed response.

I have just escalated your request to our Support Team and they will provide you with an update as soon as possible.

Best regards!

Dear Palm,

Let me inform you that the relevant department is still processing your case and I can see that there are no updates at this moment. The agent will update you right away once they have any news.

Best regards!

Good afternoon Anastasia,
Thanks for the update.
Kind regards

1 Like

Hello there,

I too am blocked out of my account, I only had logged out to verify my email and it has locked me out. Can you help resolve this please. My ticket number is (283143).

Monica Pitman

@Anastasiia_Wirex Hello! I have received an update finally! However I responded on Friday and still nothing happened? Can you give me a timeframe how long that procedure takes? Not about the relevant team, now it is supposed to be in your hands…

A post was merged into an existing topic: Support Inquiry Escalation Thread

Hi Support,

Request #133124 | Wirex account is blocked

My account has been blocked since 28 January. Verification documents (Origin of Funds and Wealth Questionnaire, and Proof of Address (POA)) were submitted on 31 January per request. I do not receive any response since 7 February.

What is the current status of the verification, when my account can be unlocked?


Hello Monica, thank you for taking the time to write to us.

I have now escalated your case to our verification team and they should follow-up with you shortly.

Best regards!

Hello @Leo_Nielsen,

As I checked, the relevant department has requested some additional details via ticket 62555. Could you please check your email and provide us with a response? We will do our best to resolve this issue for you.

Thank you in advance!