Wise silently disabled adding our EUR account as a contact on Wise, blocking people from transferring us money on the platform. They’re stonewalling us about it. We’ve received 3 donations via EUR today, so transfers from other banks to our Wise account are still working fine…

Wise’s initial response was they’re unable to talk to us about it for security/regulatory reasons and needed to talk to the people trying to send us money instead. Fine, but they stonewalled each of those people and said they couldn’t say anything for security/regulatory reasons.

Wise won’t tell us which of our accounts has disabled functionality or which functionality has been disabled. It only appears to impact receiving EUR via Wise, not sending it and not other currencies. We likely triggered a false positive and they simply default to stonewalling.

Our experience with financial services is that the only way to solve the problems is to post on social media about it, get significant traction and eventually someone who works with the company prods them internally to get it sorted out, which ends up being a quick/simple fix.

Appears to be a Wise software bug causing our EUR account to show up as deleted to other Wise users, but it otherwise works for receiving from external banks and sending money. Wise’s support staff simply appear to badly trained and stonewall referring to irrelevant AML policy.