Wirex Complaint Procedure

Region: Australia

Upd: Mar 6, 2023

Making a complaint

Looking for help or have a question? 

If you need help with your account, Wirex App, fiat, crypto or card transaction, or just want to ask a question, you can contact us here.

Raising a complaint 

If you feel that we haven’t met your expectations in terms of Wirex products or service, we encourage you to let us know. We treat complaints as a valuable form of feedback, which helps us to grow and get better. We’re committed to investigating your complaint fairly, competently and diligently, and find a prompt resolution to the issue you have encountered. 

Should you decide to raise a complaint, please contact us via:

Online Complaints Form 

The quickest and easiest way to make a complaint is to fill in our online complaints form. Click here if you want to start your submission.


Alternatively, you can send us an email via complaints@wirexapp.com   

To help us resolve your complaint as soon as possible please include the following details: 

  • Your name and surname 
  • Your email address and phone number used to open account 
  • Description of your complaint 
  • Date when the issue first happened 
  • What you’d like us to do to fix it

Our timetable for resolving your complaint 

The timetables depend on which legal entity provided you with the product or service you complained about and where you are located. 

If you are based in APAC region..
Once you have submitted a complaint, we will acknowledge receipt of it within 24 hours from the time of submission. We’ll then investigate the issue and for any general complaints we aim to respond to you via email within 15 business days from the date of our acknowledgement.  

Where your issue relates to unauthorized transactions, please note that we may require up to 21 business days to investigate straightforward cases, and up to 45 days for complex cases or cases which involve cross-border and overseas transactions.  A full resolution of your issue may only be provided once the investigation process has been completed. 

If you are based in Australia, and your complaint is about the Wirex card... 
Once you have submitted a complaint, we will acknowledge receipt of it within 24 hours, and provide a final response within 30 business days. If we are unable to resolve your complaint to your satisfaction after the 30 business days, you may be eligible to escalate the complaint to Australian Financial Complaints Authority (AFCA), an external dispute resolution service.  The period of 30 business days may be extended in exceptional circumstances or where the Issuer decides to resolve the complaint under the rules of the VISA scheme. If you wish to escalate the complaint, please tell us and we will facilitate referral free of charge. Please see section below for more details.

Complaint investigation and final response 

We will investigate your complaint to determine whether the complaint should be upheld, and (if appropriate) determine remedial action and/or redress. Please note that we may request for further information or documentation in support of the request.  For issues relating to unauthorized transactions, we may also require you to file and furnish us with a copy of a formal report with your local law enforcement agency. 

We will set out our conclusions in a final response. If we decide that redress is appropriate, we will aim to provide you with fair compensation for any acts or omissions for which we are responsible. If you accept our offer, we will promptly provide a compensation to you. If you don’t agree with the resolution offered, you are entitled to escalate your complaint to the relevant dispute resolution authority described in the section below.  

For more details, please refer to Wirex Pte T&Cs or Australia Pty Ltd T&Cs. 

If you are unhappy with how we dealt with your complaint...  

If you’re not satisfied with the outcome of the complaint, and you’re an eligible complainant, you can refer your complaint to an external dispute resolution authority. 

Singapore based customers may refer the matter to the Consumer Association of Singapore (CASE). You may find out more on CASE’s dispute resolution processes and their contact information from www.case.org.sg  

Australia based customers, who complained about Wirex card, can contact the Licensor by 

Phone: 03 9013 0066 

Post: G.P.O Box 171, 380 Bourke Street, Melbourne VIC 3000 AUSTRALIA 

Email: admin@flexewallet.com 


You can also contact the our external dispute resolution service, Australian Financial Complaints Authority (AFCA), by:  

Phone: 1800 931 678  

Fax: 03 9613 6399  

Post: GPO BOX 3, Melbourne VIC 3001  

Email: info@afca.org.au  

For more details, visit their website at: www.afca.org.au