This company is nothing but a blatant cash grab. They keep your funds or crypto sitting there for nine months and then hit you with almost 7% in fees. A cash transfer to a UK bank account costs... See more
Company replied
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The account opening process was pretty straight forward for the industry. We experimented with a BTC backed loan. Beware of liquidation levels and the lack of options available to reduce the LTV. A... See more
Company replied
I’ve had an extremely stressful experience with my previous investment platform. They never processed withdrawals, constantly pressured me to deposit more, and promised high profits that I could n... See more
Guys, I don’t know why the negative reviews . The support compared to another’s crypto wallets I by far the best costumers services ever. Services super secure . Low fees like no one can even com... See more
Company replied
Company details
Written by the company
A Banking Alternative built for Web3. Buy, Trade and Grow your money. Trusted by 6 million since 2014 with over 20bn+ volume in crypto transactions. Get personalized help from our Customer Success team at: https://wirexapp.com/help/request/create
Contact info
London, United Kingdom
- https://wirexapp.com/help/request/create
- wirexapp.com
You should know
2.6
Poor
18K reviews
Replied to 97% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
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I am in Australia and got the Wirex…
I am in Australia and got the Wirex app. Wanting to put in some cash I consistently run into a message "currently experience technical difficulties, try later or contact customer support" In the app I can't find any "customer support". In view of this and the other negative reviews I must assume that it's not worth dealing with Wirex. Will look for another alternative.
February 12, 2026
Unprompted review
Reply from Wirex
Hello,
We’re sorry to hear about the difficulties you’ve experienced. Our support agents have reached out to you via ticket #6302811, which you can find in your email inbox.
Please feel free to reply to that message if you have any additional questions or need further assistance. Additionally, you can create a new request from our Help Centre: https://help.wirexapp.com/request/create
Best regards,
Your Wirex Team
wirex randomly locked my account with…
wirex randomly locked my account with 10k€ on it and decided to to not reply at all. there is literally no way to get a reply, their chat in the app itself is broken and their discord invite link on their official website is outdated.
they completely ignore my ticket #6301072
February 10, 2026
Unprompted review
Reply from Wirex
Hello Torben,
Thank you for taking the time to bring this matter to our attention. We're sincerely sorry that your account was temporarily locked and you couldn't use it for some time.
As a regulated company, we have to follow specific procedures in order to maintain the highest financial standards and quality. Sometimes we are forced to temporarily suspend users' accounts to perform necessary reviews.
We perfectly understand how frustrating it can be to have an account blocked, so we do our best to complete the reviews as fast as possible. However, sometimes this process can take longer than we wish.
The reasons for potential account suspension are also outlined in our Terms and Conditions; you can refer to Paragraph 18 for more information: https://help.wirexapp.com/article/terms-and-conditions-eea-1553
Our agents have also provided a response in ticket #6301072.
We highly appreciate your patience and cooperation in this situation.
Best regards,
Your Wirex Team
Beware of Loan Conditions
The account opening process was pretty straight forward for the industry. We experimented with a BTC backed loan. Beware of liquidation levels and the lack of options available to reduce the LTV. Although their emails say that you can reduce your loan balance, this is a lie. You can only repay the WHOLE loan or add collateral. This, combined with the a price plunge killed our loan. The lack of consistency in their messages is a killer for me. Honesty and consistency should be paramount for any organisation offering financial services.
January 7, 2026
Reply from Wirex
Hello John,
Thank you for bringing this matter to our attention. We agree that clear communication is very important, and we completely understand that discrepancies can lead to an upsetting experience. We sincerely apologize for the inconvenience caused.
We have taken note of this situation, and the relevant team will review it further to see how our notifications regarding this matter can be improved.
That's right. At the moment, you can add more collateral to your existing credit line to bring the LTV back to a healthy level or fully repay the loan.
If you have any further questions or concerns, please do not hesitate to reach out to our customer support team via this form: https://help.wirexapp.com/request/create
Best regards,
Your Wirex Team
Reply from Wirex
Hello!
We appreciate your positive feedback! Thank you for taking the time to share it with us.
If you have any suggestions or ideas to make things even better, we'd love to hear them. We're here to ensure your journey with us remains exceptional. Feel free to reach out to us via this form: https://help.wirexapp.com/request/create
Best regards,
Your Wirex Team
Card is not protected!
In general, I was very satisfied with this card. Transactions were fast and fees were reasonable. Unfortunately, everything changed on 22 December while I was in Spain, when my card was hacked and a significant amount of money was taken in a very short time.
This experience made me realize that the card is not well protected. Normally, when I use it, I need to confirm all transactions in the app, and for transfers I must first register the recipient. Transactions usually require confirmation in the app. However, in this case, no protection was working at all when the fraud occurred. The scammers were able to carry out transactions freely, without any verification.
I would also like to add that my card was always in my possession, never used by anyone else, and always kept in a protective case. Despite this, Wirex has still not refunded the stolen amount. This appears to be a core system issue, as I did nothing wrong.
Because of this experience and the complete silence from Wirex, I cannot recommend their service. Customer support does not function when you actually have a problem, which is unacceptable.
December 22, 2025
Unprompted review
Reply from Wirex
Hello,
We’re truly sorry to hear about the situation you’ve experienced and understand how distressing and frustrating this must have been. We sincerely regret the inconvenience and concern this has caused you.
Cases involving unauthorized card transactions and chargebacks can be complex and require thorough investigation, including multiple checks and coordination between the relevant departments. This process can take some time, even though the involved teams do their best to complete it as soon as possible.
Please be assured that your case is still under review. As soon as the assigned agent receives any updates from the responsible team, you will be informed directly via ticket #6287418.
Thank you for your patience and understanding during this difficult time.
Best regards,
Your Wirex Team
Very positive experience
I’ve been using the Wirex app since September 2025, and my experience has been excellent. Account setup was seamless, the referral program delivered rewards as promised, and I’ve used several X-Accounts ( including former Plus account) with one of the market’s best interest rates on EURC (up to 11 %).
Withdrawals, from small amounts to over €10,000, were smooth and fast, most recently in February 2026.
The support team is outstanding – real people ( not just chatbots) who respond quickly, even on weekends. In addition, you have the opportunity to meet a financial advisor face-to-face via Teams, (provided that you are a Private status client).
The app is reliable, user-friendly, and makes managing both fiat and crypto easy, with very low fees.
( This is not investment advice).
February 3, 2026
Unprompted review
Reply from Wirex
Hello,
Thank you so much for leaving us such a wonderful review! Your words really made our day and motivate us to keep delivering the best app experience for you and our other customers.
If you ever have any more feedback or suggestions, please feel free to reach out to us via this form: https://help.wirexapp.com/request/create
Best regards,
Your Wirex Team
Big fraud
Big fraud, stay away, use hidden inactive fees, stole 1000$ in btc that I had on the account
February 3, 2026
Unprompted review
Reply from Wirex
Hello,
We are very sorry to hear that you were charged a storage fee. We understand the impact of unexpected charges on your finances, so we want to provide clarity on our policies and address any additional questions or concerns you may have.
An inactivity fee is a standard practice that financial institutions impose on their clients when there is no activity on their accounts, and we implemented this fee to ensure the efficient use of our storage resources. This policy is transparently disclosed in our Terms and Conditions, which all customers agree to during the onboarding process. Additionally, every storage fee charge is shown in the activity history of your account.
The storage fee consists of two components. For the initial 9 months of inactivity, the system charges £/$/€ 5.00 per month for fiat balances. For crypto balances, it's 20% of the account balance monthly, or a minimum of £5.00.
If an account remains inactive for 18 months, additional fees apply. For crypto balances, it's 0.003 BTC or equivalent per day, and for fiat, the system charges £/$/€ 5.00 per month per balance at the prevailing exchange rate.
An important aspect to note is that if you transact with Wirex after being subject to the storage fee, we will stop charging the fee from the first business day after you resume transactions. We believe this offers a convenient and straightforward solution to ensure you can enjoy our services without incurring any additional fees.
If you have any further questions or require clarification regarding our storage fee policy, we would be more than happy to assist you.
Best regards,
Your Wirex Team
Trading accounts problem
Hello, I would like to file a complaint against your support team. I have had a problem with my dollar account for months and they still haven't resolved it. Note: Our account is full of experiments, and we have been trying to solve the problem for months, but all we get is postponement.
October 1, 2025
Unprompted review
Reply from Wirex
Hi there,
Thank you for taking the time to share your feedback. We're sorry to hear that you had a bad experience with our platform.
We sent a request for more details to locate your account, but since you haven’t responded to it within 3 days, we're unable to assist further at this time.
If your issue remains unresolved, please create a new review and include your ticket number. You can find the ticket number in an email with the subject "Your request has been received by Wirex Support." If you haven’t created a ticket yet, you can do so here: https://help.wirexapp.com/request/create
We’re here to help whenever you’re ready.
Best regards,
Your Wirex Team
Wirex still not responding – authorities confirm lack of supervision
I am posting this review as a follow-up, as Wirex only seems to react when a new public review is published.
My case concerns a full balance deduction that occurred before the written deadline Wirex themselves provided. Despite multiple emails, formal complaints, and public replies promising that an agent would contact me “shortly”, I have still received no concrete response or resolution.
Since then, I have contacted several authorities. I have now received an official written response from the Lithuanian Financial Crime Investigation Service, confirming that:
• Wirex is not supervised as a financial institution in Lithuania
• Wirex is not registered as a regulated crypto-asset service provider under their supervision
• As a result, no authority currently takes responsibility for user protection in this case
This leaves customers in a legal grey zone, while Wirex continues to deduct funds and remain unresponsive.
I am not asking for special treatment.
I am asking for a clear answer, accountability, and the restoration of funds that were taken prematurely.
I am continuing this process through consumer protection and regulatory channels in France and the EU.
I am posting this publicly because, to date, this is the only way Wirex acknowledges the issue at all.
Alexandra Attal
France
#Wirex #Crypto #ConsumerRights #CryptoPlatforms #EUConsumerLaw
Wirex ne répond toujours pas – absence de supervision confirmée par les autorités
Je publie cet avis en tant que nouveau message, car Wirex ne réagit que lorsque de nouveaux avis publics sont postés.
Mon dossier concerne un prélèvement de 100 % de mon solde, effectué avant la date limite écrite que Wirex m’avait elle-même communiquée.
Malgré de nombreux emails, des réclamations formelles et des réponses publiques promettant qu’un agent me contacterait « rapidement », je n’ai reçu aucune réponse concrète à ce jour.
J’ai depuis saisi plusieurs autorités. J’ai reçu une réponse officielle du Service d’enquête sur les crimes financiers lituanien, confirmant que :
• Wirex n’est pas supervisé comme établissement financier en Lituanie
• Wirex n’est pas enregistré comme prestataire crypto régulé sous leur contrôle
• Aucune autorité ne prend actuellement en charge la protection des clients dans ce type de situation
Cela laisse les utilisateurs dans un vide juridique, pendant que Wirex continue de prélever des fonds et de ne pas répondre.
Je ne demande pas de traitement particulier.
Je demande simplement une réponse claire, des explications, et la restitution de fonds prélevés de manière anticipée.
Je poursuis désormais ce dossier via les voies de protection des consommateurs et les autorités compétentes en France et au niveau européen.
Si je publie ici, c’est parce que c’est le seul canal par lequel Wirex semble réagir.
Alexandra Attal
France
#Wirex #Crypto #DroitsDesConsommateurs #CryptoEurope #ProtectionConsommateur
January 28, 2026
Unprompted review
Reply from Wirex
Hi there,
We are truly sorry for this situation and understand how frustrating it must be to wait for a resolution and a response for such a long time. Please accept our sincere apologies for the inconvenience and the delay you have experienced.
Please rest assured that your case has not been overlooked. One of our agents will contact you via ticket #6255158 as soon as there is an update or once they are able to provide further information.
Thank you for your patience and understanding.
Best regards,
Your Wirex Team
Lost access to my email
Lost access to my email acc which means i cannot get into my wirex acc. Have submitted multiple tickets about contacting me to change email even stating i can verify all documents 2fa using authenticator app an login into my wirex acc. Can provide all of these details yet no one has bothered to email me back. Seriously annoyed!!!!
January 1, 2026
Unprompted review
Reply from Wirex
Hi there,
Sorry to hear about the trouble you're having. Our agent has reached out to you via ticket #6291673. Please find it in your email inbox and follow the shared steps.
In the meantime, if you have any other questions or if there's anything else we can assist you with, please feel free to let us know. We're here and willing to help in any way we can.
Best regards,
Your Wirex Team
GREAT CUSTOMER SERVICE
Customer service very good. app was a bit glitchy and they helped me get up and running app is really easy to navigate once you are familiar with it , FEES are reasonable compared to coinbase , really hope they continue to improve and add more crypto to there platform, enjoy using my virtual card and getting a little bit back while spending crypto or fiat so yes I would recommend WIREX and they are my go to platform.
December 12, 2025
Reply from Wirex
Hello,
Thank you so much for leaving us such a wonderful review! Your words really made our day and motivated us to keep delivering the best app experience for you and our other customers.
If you ever have any more feedback or suggestions, please feel free to reach out to us via this form:https://help.wirexapp.com/request/create
Best regards,
Your Wirex Team
Wirex has been holding my funds since…
Update:
After public escalation and additional communication in 2026, the full XRP balance was finally refunded.
The issue was resolved only after several years of delays.
Thank you for your response.
I am not disputing Wirex’s right to close my account.
The issue is not the closure itself, but the fact that my funds have not been returned.
My account was closed in 2020.
Approximately 7750 XRP remain unreturned to this day.
For several years, I have received multiple written confirmations from Wirex support stating that my funds “will be refunded”, yet no refund has been processed and no concrete timeframe has ever been provided.
Referring to Terms & Conditions does not resolve the core issue:
client funds must be returned after account closure.
I am awaiting an actual refund or a confirmed withdrawal date — not another escalation or explanation.
… Wirex has been holding my funds since 2020.
My account was blocked, and approximately 7750 XRP were never returned.
For several years, support has been sending written promises that the funds “will be returned”, but nothing has happened.
The exchange is still operating, but client funds remain withheld.
All transaction records and TXIDs are available.
Extremely concerning experience.
January 27, 2026
Unprompted review
Reply from Wirex
Hello there,
We’re sorry to hear that your account got permanently closed.
Wirex is a regulated banking institution and is required to monitor all accounts to ensure the safety and security of our customers and the financial system. Consequently, we reserve the right to close a customer's account in the circumstances specified in Paragraph 18 of our Terms and Conditions.
We understand that an account closure can be unexpected and sincerely apologize if it caused you any distress. At the same time, we’d like to point out that we always provide information regarding the account closure and the remaining balance, if applicable, in our email communication, just like we did in your case. Due to legislation and legal requirements, we cannot share any additional details or disclose the specific reason for your account closure.
For more information about account suspension, please refer to Paragraph 18. Account Suspension and Termination by Wirex:
https://help.wirexapp.com/article/terms-and-conditions-eea-1553
Meanwhile, we have asked the assigned agent to contact you in the ticket #4959734. They will be in contact shortly.
Best regards,
Your Wirex Team
Wirex is the most frustrating exchanges…
Wirex is the most frustrating exchanges that I’ve used all my life. They allow money to come in, but can’t allow you to send out your own money and with so many rules. Disgusting
January 17, 2026
Reply from Wirex
Hi Khulile,
Thank you for taking the time to leave us a review and for bringing this matter to our attention.
We apologize for the delay in answering you and for any inconvenience caused.
We found your ticket #6296030 and one of our support agents will get back to you in the shortest possible time.
Best regards,
Your Wirex Team
Wirex have stolen my money, Don’t use!!!
Wirex closed my account without any notice, prevented me from using the app to transfer my money out. My money has still not been returned to me and I have no way of e mailing them as they close ticket numbers for complaints. It’s over 2 weeks since they closed the account for no reason given and my money is still in their possession. Horrendous actions by this alleged bank.
January 24, 2026
Unprompted review
Reply from Wirex
Hi there,
Thank you for taking the time to bring this matter to our attention. We sincerely apologize for not resolving your case sooner.
Wirex is a regulated banking institution and is required to monitor all accounts to ensure the safety and security of our customers and the financial system. Consequently, we reserve the right to close a customer's account in the circumstances specified in Paragraph 18 of our Terms and Conditions.
We understand that an account closure can be unexpected, and sincerely apologize if it caused you any distress. At the same time, we’d like to point out that we always provide information regarding the account closure and the remaining balance, if applicable, in our email communication. Due to legislation and legal requirements, we cannot share any additional details or disclose the specific reason for your account closure.
Our agents will update you on the progress via ticket #6296671.
To our regret, the refund process following the closure of an account is complex and time-consuming. It requires manual checks and coordination across various departments. While we cannot offer specific timeframes, please rest assured that your case won’t get overlooked.
For more information about account suspension, feel free to refer to Paragraph 18. Account Suspension and Termination by Wirex: https://help.wirexapp.com/article/terms-and-conditions-united-kingdom-1598
Best regards,
Your Wirex Team
Terrible
Terrible, very long period of time for crypto transactions, then they’ll lock your account and not give you your money. Support is non-existent.
Read the reviews everywhere it’s the same.
January 20, 2026
Unprompted review
Reply from Wirex
Hi there,
Thank you for taking the time to share your feedback. We're sorry to hear that you had a bad experience with our platform.
We sent a request for more details to locate your account, but since you haven’t responded to it within 3 days, we're unable to assist further at this time.
If your issue remains unresolved, please create a new review and include your ticket number. You can find the ticket number in an email with the subject "Your request has been received by Wirex Support."
We’re here to help whenever you’re ready.
Best regards,
Your Wirex Team
Would not recommend
The overall website is really easy to use and clear. The down side is Iv been waiting for a chargeback case since October 20th 2025 and we are over 90 days which is over visa rules and the merchants haven’t replied. I still don’t have my refunds and can’t get in contact with anyone. It is so frustrating
January 19, 2026
Unprompted review
Reply from Wirex
Hi there,
Thank you for taking the time to leave us a review and for bringing this matter to our attention.
We found your ticket #6241226 and our support agent will get back to you in the shortest possible time.
Best regards,
Your Wirex Team
It does what it says on the tin
January 18, 2026
Reply from Wirex
Hi there!
Thanks a lot for your review!
If you ever need any assistance or have more feedback, please feel free to contact us using this form: https://help.wirexapp.com/request/create
Best regards,
Your Wirex Team
Just wanted to leave a bad review due…
Just wanted to leave a bad review due to long verification process (more than 1 month and still not solved), but as I can see they already got their portion of bad reviews 😂
January 16, 2026
Unprompted review
Reply from Wirex
Hi there,
Thank you for taking the time to bring this matter to our attention. We sincerely apologize for not resolving your case sooner.
We found your ticket #6282823 and one of our support agents will get back to you in the shortest possible time.
If you have any additional details, feel free to provide more information by replying to the ticket and we’ll do our best to help.
Best regards,
Your Wirex Team
Keep yourself away from them
Keep yourself away from them. It’s the worst company you will ever deal with.
Danger!!!!
January 15, 2026
Unprompted review
Reply from Wirex
Hi there,
Thank you for taking the time to share your feedback. We're sorry to hear that you had a bad experience with our platform. Please submit a request and let us know your ticket number (copy and paste it into the review by editing it), and will assist further. The ticket number can be found in the email with the subject "Your request has been received by Wirex Support".
Best regards,
Your Wirex Team
Wirex refused to initiate a MasterCard…
Wirex refused to initiate a MasterCard dispute in a confirmed non-delivery case. The delivery company confirmed the parcel was lost.
Wirex closed the case, so i escalated to the office of the Arbiter for Financial services (Malta).
January 13, 2026
Unprompted review
Reply from Wirex
Hi there,
Thank you for taking the time to leave us a review and for bringing this matter to our attention.
We apologize for the delay in answering you and for any inconvenience caused. As we experienced an increase in the number of requests, we were unable to address your issue in a timely manner.
We found your ticket #6293550 and one of our support agents will get back to you in the shortest possible time.
Best regards,
Your Wirex Team
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