Wise: International Transfers

User Experience Report

Week of April 9th, 2025

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

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Wise: International Transfers

Top Insights This Week

Week of April 9th, 2025
This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.
It highlights trends and insights to help you understand what matters most.
Unlock All Insights
Sign In
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All Insights

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TOP INSIGHTS

A weekly roundup of Wise: International Transfers's key feedback

1

Verification Delays

A significant number of users experience slow verification processes, causing frustration and delays in using the service. Approximately 10% of users report issues with account verification taking too long, impacting their ability to use the app efficiently.

The verification process is very slow, making it difficult to start using the app.

2

Customer Service Gaps

Users have reported dissatisfaction with customer service, citing a lack of clear communication and slow response times. Around 8% of users feel that customer support is not responsive or helpful enough, leading to unresolved issues.

Customer service was slow and unhelpful, requiring multiple follow-ups to resolve my issue.

3

Technical Glitches

Some users encounter technical issues such as app errors and difficulties with account setup, which hinder their ability to use the service. Approximately 7% of users report experiencing technical problems that disrupt their transactions.

The app has constant errors and setbacks, making it difficult to use.

4

Transfer Delays

A portion of users have experienced delays in money transfers, which were expected to be quick. About 5% of users report that transfers take longer than anticipated, causing inconvenience.

Transfers that used to be quick now take several days, which is frustrating.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

Revolut
Revolut receives high praise for its user-friendly interface, excellent exchange rates, and the convenience of having both physical and digital cards. Users appreciate its functionality for international banking and the ability to manage multiple currencies seamlessly.

#2 RUNNER UP

Wise: International Transfers
Wise is lauded for its speed, low fees, and ease of use, making it a favorite for international transfers. However, some users report issues with account closures and customer support, indicating room for improvement in these areas.

#3 Straggler

Western Union
Western Union is appreciated for its reliability and speed in transferring money internationally. Users find the app easy to use, though some express frustration with high fees and occasional technical issues.
Competitors Analysis
Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse.
Revolut
#1 Users Choice
Revolut receives high praise for its user-friendly interface, excellent exchange rates, and the convenience of having both physical and digital cards. Users appreciate its functionality for international banking and the ability to manage multiple currencies seamlessly.
Wise: International Transfers
#2 Runner-up
Wise is lauded for its speed, low fees, and ease of use, making it a favorite for international transfers. However, some users report issues with account closures and customer support, indicating room for improvement in these areas.
Western Union
#3 Straggler
Western Union is appreciated for its reliability and speed in transferring money internationally. Users find the app easy to use, though some express frustration with high fees and occasional technical issues.

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Nuggets

Major Highlights of the Week

Verification Delays
The verification process is excessively slow, causing significant delays in account setup and currency addition. Users experience frustration due to unclear requirements and lack of proactive communication from customer service.
It took over a month to get the guidance needed to add currency from a joint account due to slow review processes.
Scam Concerns
There are reports of numerous scam and fake accounts on the platform, raising concerns about security and trustworthiness. This issue undermines user confidence in the app's ability to protect their financial transactions.
Too many scammer and fake accounts make the platform unreliable.
Technical Errors
Users face frequent technical errors that hinder app functionality, including issues with money being taken without resolution. These errors create a perception of unreliability and risk in using the app for financial transactions.
Constant errors and setbacks have resulted in money being taken on multiple occasions.
Account Setup Issues
The account setup process is problematic, with verification codes not being accepted or sent, leading to user frustration and account cancellation. This indicates a need for improved system reliability and user guidance during setup.
Verification codes are not accepted, and repeated attempts result in a wait period before trying again.
Transfer Delays
Transfers that previously took minutes now take several days, causing dissatisfaction among users who expect quick transactions. This change in service speed is unexplained and negatively impacts user experience.
Transfers that used to take minutes now take several days without explanation.
Withdrawal Difficulties
While adding money is straightforward, withdrawing funds is challenging, with issues in verifying business accounts and document uploads. This creates a barrier for users needing to access their funds efficiently.
Easy to add money, but impossible to withdraw due to verification and document upload issues.
Nuggets

Major Highlights of the Week

Everything you need to know about user experience
Verification Delays
The verification process is excessively slow, causing significant delays in account setup and currency addition. Users experience frustration due to unclear requirements and lack of proactive communication from customer service.
Scam Concerns
There are reports of numerous scam and fake accounts on the platform, raising concerns about security and trustworthiness. This issue undermines user confidence in the app's ability to protect their financial transactions.
Technical Errors
Users face frequent technical errors that hinder app functionality, including issues with money being taken without resolution. These errors create a perception of unreliability and risk in using the app for financial transactions.
Account Setup Issues
The account setup process is problematic, with verification codes not being accepted or sent, leading to user frustration and account cancellation. This indicates a need for improved system reliability and user guidance during setup.
Transfer Delays
Transfers that previously took minutes now take several days, causing dissatisfaction among users who expect quick transactions. This change in service speed is unexplained and negatively impacts user experience.
Withdrawal Difficulties
While adding money is straightforward, withdrawing funds is challenging, with issues in verifying business accounts and document uploads. This creates a barrier for users needing to access their funds efficiently.

Quotes of the week

Hear from some of the most impactful users to drive changes

It took me over one month of slow review and customer service to get the guidance I needed to efficiently add currency from a joint account because it was not transparently stated what I needed to provide. Also, there was a frequent gap between the customer service personnel and the reviewers behind the scenes.
aquadipo
Week of April 9th, 2025
I bank in the USA and live in Costa Rica. My US bank charges $50 for a wire transfer. Wise can withdraw $2000 from my bank, convert it to colones, and deliver it to a Costa Rican bank for under $40. Getting started was confusing, but once set up, it's very cost-effective.
MooCann
Week of April 9th, 2025
Even with assistance from a very tech-savvy Wise accountholder, I was unable to establish a Wise account. The system sent a verification code to my email, but it didn’t accept the code, and after multiple attempts, I was locked out.
HealerEliahu
Week of April 9th, 2025

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The quotes of the week

Hear from some of the most impactful users to drive changes
It took me over one month of slow review and customer service to get the guidance I needed to efficiently add currency from a joint account because it was not transparently stated what I needed to provide. Also, there was a frequent gap between the customer service personnel and the reviewers behind the scenes.
Candice Wu
App Store
I bank in the USA and live in Costa Rica. My US bank charges $50 for a wire transfer. Wise can withdraw $2000 from my bank, convert it to colones, and deliver it to a Costa Rican bank for under $40. Getting started was confusing, but once set up, it's very cost-effective.
Kelly Williams
Google Play
Even with assistance from a very tech-savvy Wise accountholder, I was unable to establish a Wise account. The system sent a verification code to my email, but it didn’t accept the code, and after multiple attempts, I was locked out.
Koray Okumus
Google Play

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