Support Inquiry Escalation Thread

@AnnRick21 We hope, this will be resolved as soon as possible.

Kind regards!

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Hola Marina, si se que podeis bloquear los fondos sin motivo aparente, y sin decir un minimo de tiempo para solucionar, jamas hubiera puesto 1 centimo en esta burla y deprimente platamorfa.
Por supuesto, si algun dia se soluciona, jamas haré nada con vosotros, tengo 3.000€ que ni si quiera se cuando podré disponer¡ Viendo a algun compañero desde Abril y estamos en Septiembre, lamentable y bochornoso que esto ocurra.

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I have been a happy Wirex user since April 2018. This August I helped my mother-in-law to sign-up for the card. She used it for two weeks and was very happy with the service – until you blocked her account without clearly explaining one. Now she’s unable to use her card anymore and, while she’s been very cooperative and was trying to follow the instructions you sent her, you still left her account blocked without explaining the reason behind it or providing her with easy-to-follow steps to unblock it. One less happy customer for Wirex. :frowning: It’s a shame.


Im so sorry sir for what your mother in law experience "

I suggest you create a request here.

Sincerely apology on wirex behalf.
Kind Regards.


Hi @ADRIANGVMURCIA! I apologize for using the English language - unfortunately, at the moment, I can only offer you assistance in English. The issue has been forwarded to our Support team. Please, note that you will be updated via email as soon as possible.

Kind regards!


Same happened with my mother-in-law’s account, except she’s based in Italy. It’s a shame they are losing their most loyal customers in this manner…

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Hi @oleg! Please provide the ticket number so that we could check it with our Support team.

Kind regards!


No pasa nada que me hagles en ingles, te entiendo perfecto, lo unico que deseo es me de reintegreis mi dinero y os metais la cuenta donde querais. Servicio pesimo por parte de quien corresponda. Encima no hay con quien hablar personalmente.

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Hi Maryna,

Thank you. I’m not sure she has a ticket number, because she doesn’t know how to raise a support ticket (technology is tricky for her in that age). Can I DM you her full name and email address that she used to register with Wirex. The issue was that she was asked for a code from her statement when topping up her card, but she didn’t know what code to use or where to find it, so her account got blocked. :frowning:

Thank you in advance for your help!


Oh, and I have now submitted a support ticket on her behalf (she asked me for help with that). You can find it by searching for her email address that I messaged you in DM. Thank you! :slight_smile:


me parece subrealista que no se pueda solucionar, y que no se pueda hacer nada con esta gente, yo estoy igual con 3.000€ pillados. y siempre dicen la misma historia…
El problema se ha enviado a nuestro equipo de soporte. Tenga en cuenta que se le actualizará por correo electrónico lo antes posible.


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Hi @ADRIANGVMURCIA, we are truly sorry for this frustrating situation. Please be informed that your case has been escalated and our agent will contact you at the nearest time. Regards!


Hi @oleg, could you please also provide us with the ticket number of her case? We will immediately escalate to the Support team. Thank you!


Please! You can’t just hold $2.8k worth of my crypto on pending for a week.

Crypto market is super volatile and you are putting my money at risk by withholding it from me.

It’s all I have and I can’t afford to lose too much.
If you aren’t going to be liable for my losses please return it ASAP.

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Hi, I DM’d you with more info.


Dear @LX-HODL,

Our team is already aware of the issue and is currently working on resolving it. We apologize for the temporary inconvenience.

We appreciate your patience and understanding!



This morning I made a purchase with my MasterCard:
The problem is that the delivery adress was wrong (my fault) and i asked for change it as soon as possible;
After a call, can’t change the adress delivery so they were forced to cancel the order.

Can you tell me when the bank imprint will be released so that my money goes back to my account?

i already asked the bot in the app and he respond:

When you use your Wirex card to make a purchase, the merchant demands payment from the card issuer, not from you. The merchant is paid by the card issuer, and the purchase amount is added to your account balance. The card issuer is then paid.

Returning a purchase works the same way, but in reverse. When a retailer issues a refund, the money doesn’t go directly to you. (This is why most merchants won’t give you a cash refund for a purchase made with a credit card.) Instead, they ask your card issuer to credit your account for the returned amount. The card issuer then posts the credit to your account.

In case you haven’t received the refund for a long time, please create a ticket request with us, so our support team can check the transaction status and advise further.

But i didn’t found any information about the delay of the refund, i also have no information about “the fate of the cryptoback” that i gain with this transaction which is finally cancelled.

Do you have any information for me please ?

Thank you for an answer;

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Hello there!

Let me kindly ask you to submit a request following this link: Wirex | Making currencies equal and available to everyone

Note, you should use the email linked to your Wirex account. Then please provide us with your ticket number, we will do our best to resolve this issue for you as soon as possible.

Thank you for your cooperation!


nano price dropped 25% and I still cant do anything. I’m going to file a formal complaint and seek legal advice for compensation.

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Hello @Anastasiia_Wirex thx for the fast answer;

i followed your guideline and some of your fellow worker answered me:

Thank you for contacting Wirex Support!

Please accept our deepest apologies. We experienced an unusually large number of different requests, which disrupted our usual response time.

As I can see, the status of the mentioned transaction is “Authorized”.

This means the funds were put on hold awaiting confirmation.

In case the merchant won’t confirm the transaction the funds will come back to your account. It may take up to 31 days for the money to appear on your balance

If you observe another issues, please contact us immediately.

Kind regards

so it seems i just have to wait up to 31 days maximum and let see what happens.

thank you for your hard work;

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