Read me First - About the Accounts category

@Anastasiia_Wirex @Inna_Wirex … Dear Ladies, I am receiving the same information from you on a daily basis. Just for every single person here to understand as well what is going on. For over 1 month I am not receiving any help from that company, contacting their facebook/ twitter and you can see here the community as well. The entire hustle is for verification of source of funds which was provided by me the day they asked for it. Which was about 16th of December. Ever since then I did not receive a SINGLE update until I started contacting all their ways to be contacted which are not a lot since they dont respond to emails. And yet the only result you get is that Facebook agent/ Twitter agent refers to support/ support refers to “Relevant team”, and there is no way you can speak to anyone from the so called relevant team because who knows where they are. However they continue repeating I think I already have their entire template file with the answers and are just copy pasting it whoever is at work at that time, either Inna or Anastasiia, before there were more agents, there were “Managers”… But it seems nobody is there anymore and all they do is to procrastinate and throw the same templates without even caring about their clients. ( so another day update from me). Waiting for an answer again, will update tomorrow.

@Anastasiia_Wirex Hello,

My iban disappeared on 31 December due to brexit as you mentioned in the email sent, may i know when you will provide a new one ? Also, can i still use the old one ? Thank you

Hello Leo,

Please note that we, as customer support representatives, have updated you via the ticket.
As we have mentioned before, while the case is being investigated by the relevant department, you will be updated by the Support Team.

Thank you for your understanding.


My iban disappeared on 31 December due to brexit as you mentioned in the email sent, may i know when you will provide a new one ? Also, can i still use the old one ? Thank you

Hello @Irinut,

Kindly, be informed that we temporarily disabled this option on 31\12\2020. The relevant notification to the email was sent on 25th of Dec.

You would be able to process the transfer as soon as the IBAN back to available. Unfortunately, we cannot provide the more specific time-frame for you at the moment.

Thank you for your comprehension.

Can anyone response on 1838076?
I have waiting to get the account verified for 2 weeks already.
No one response on anything.

Another week passed by and no response , neither my account is unblocked, neither their escalation email works, neither their relevant team in rasinbank works. Nobody works. I am waiting for the fix!! I am still here…

Hello @Peeko,

We are sorry this unpleasant situation occurred. This case has been escalated to our Verification Team. They will contact you via the ticket shortly.

Best regards!

Dear @Leo_Nielsen,

Please let me assure you that the issue has not been forgotten and the relevant team is currently working on it. We will let you know once receive an update from them.

Thank you for understanding!

Ticket 1825825
mon compte est bloqué depuis 18-12-2020 avec mes fond… Je demande remboursement ou déverrouillage de mon compte…

Hello @Florence-Degro, I am sincerely sorry to hear about this.

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

Best regards!

My account verification (address proof) still not completed.
Keep asking different documents and even you have uploaded as requested, still not having responses.

Please kindly look into it

Hi @Peeko,

I am sincerely sorry for the inconvenience caused by our verification process. Your case was escalated to our Verification Department and the relevant agent will update you as soon as possible.


I have transferred money into my wirex GP Account since friday money left account sending account and up until now it still has not reflected in my wirex account.i has opened ticket since Saturday and no response from wirex.only receiving automated ticket number is 99585.can someone from wirex please look in it and get back to me.

Ticket opened over 2days about my missing funds and up until now no response from wirex

Hi @Jristie,

We have just sent you a reply via the support ticket. Please check your mailbox.

Best wishes!

Hi, I have replied your email.


Hi @Jristie,

The relevant team is looking into your case. We will contact you once there is an update.

Thank you for understanding!

Hello Support,I sent Bitcoin payment since yesterday and up until now the payment did not get to destination.please kindly look into this for me.i am really not happy with the service I get from wirex.there is always an issue with payment either sending or receiving.first it took 10days to receive payment now it’s taking another time to send payment.this is really bad for business.

Dear @Jristie,

According to our system, our Agent has already sent you a message that the transactions in question were successful and were confirmed on the Blockchain. This means that funds were definitely sent to the recipient. It’s highly recommended to contact the support team of the external wallet.

Best Regards!