Sendwave Customer Care: How to Reach Support and Solve Issues Quickly

Official ways to contact Sendwave customer care

Sendwave’s primary support channel is the in‑app Help & Support area. Open the app, go to Profile, then Help & Support to start a chat or submit a ticket tied to your account and specific transfer. This route automatically includes your device details and recent transfer IDs, which shortens investigation time and reduces back-and-forth. If you are locked out of the app, reinstalling and signing in with the same phone number will restore access to past chats and receipts.

If you prefer the web, start at www.sendwave.com and follow the Support or Help Center links to guided articles and contact options. Always confirm you are on the sendwave.com domain before entering any personal information. For privacy and fraud-prevention reasons, Sendwave rarely publishes corridor-wide phone hotlines; when a phone callback is needed, support will typically arrange it after validating you via the app or the email/number registered to your account.

Sendwave was launched in 2014 and became part of the WorldRemit Group in 2020 (a transaction valued at roughly $500 million), with the parent group rebranding to Zepz in 2021. As the service expanded to more payout partners and countries, the support model concentrated around secure in‑app messaging so agents can verify you quickly and view compliance notes and delivery statuses in real time.

The fastest way to get help: what to include in your first message

Clear, specific details in your first contact can cut resolution time from days to hours. Support can only act on the facts they can verify, so include exact numbers, timestamps, and screenshots where possible. Avoid forwarding bank statements or IDs unless support explicitly requests them inside the app; Sendwave will only ask for what is necessary to meet regulatory requirements and resolve your case.

When a transfer is delayed, canceled, or paid out to a recipient you don’t recognize, agents will check the transfer’s lifecycle events with the payout partner (mobile money network, bank, or cash-pickup location), which often requires matching your details to the partner’s logs. Sending the items below up front usually prevents extra rounds of questions.

• Your Sendwave-registered phone number (including country code) and the email on file.
• Transfer ID and exact amount/currency (for example: ID SW-12345678; USD 250.00 to GHS).
• Date and local time you submitted the transfer, and whether you saw a “Completed,” “Pending,” or “Canceled” status in-app.
• Payout method and recipient details (recipient name as entered, mobile wallet provider and number, bank name and account number/IBAN, or cash-pickup location).
• Payment method you used to fund the transfer (debit card, bank account, or card last 4 digits) and any bank authorization code if your bank texted one to you.
• Any error message wording and relevant screenshots (redact full card numbers; last 4 digits are enough).
• If your account is under review, list the identity documents you already uploaded (passport, national ID, driver’s license) and the date/time you submitted them.

Delivery, refunds, and verification: what to expect

Delivery speed depends on payout rails and local network status. Mobile money transfers (for example, to M‑Pesa, MTN, or Airtel wallets) are typically near-instant—often under 1 minute—but can take up to 24 hours during partner maintenance. Bank deposits commonly clear same day to 2 business days; cash pick‑up is usually available within 5–60 minutes after the agent marks the transfer ready, but pickup windows can vary by branch hours and compliance checks.

If a transfer fails or is canceled before payout, Sendwave will automatically reverse funds to your original payment method once the partner confirms non‑delivery. Card reversals usually appear within 2–5 business days; ACH/bank reversals may take 3–5 business days depending on your bank’s posting schedules. If a transfer shows “Completed” but the recipient claims non‑receipt, support will open a trace with the payout partner; traces typically conclude within 1–3 business days for mobile money and 3–7 business days for bank deposits, though complex cases can take longer if third parties require additional proof.

Verification is required by anti‑money‑laundering rules. Basic identity checks may clear within minutes, but enhanced due diligence (for higher limits or unusual activity) can take 1–3 business days. If support asks for a fresh selfie, a brighter photo of your ID, or updated proof of address (for example: utility bill dated within the last 3 months), respond in the same in‑app thread so the reviewer has a single, complete audit trail.

Escalation and formal complaints

Ask for escalation when your case has been open longer than the stated investigation window or when new information materially changes the situation (for example, you obtained written confirmation from a payout partner). Always request and keep a case or ticket number, the date/time of the last action, and the name or ID of the agent handling your file. When you escalate, summarize the issue in one short paragraph and list the specific remedy you seek (refund, proof of payout, account reinstatement, or transfer reprocessing).

If you believe your complaint has not been handled fairly, you can pursue external channels appropriate to your country of residence. In the United States, you can file a complaint with the Consumer Financial Protection Bureau at consumerfinance.gov/complaint or by phone at (855) 411‑2372 (TTY/TDD (855) 729‑2372). In the United Kingdom, if your complaint is not resolved within 8 weeks, you may contact the Financial Ombudsman Service at financial‑ombudsman.org.uk or by phone at 0800 023 4567. In Canada, the Financial Consumer Agency of Canada offers guidance at canada.ca/en/financial-consumer-agency or by phone at 1‑866‑461‑3222.

When contacting a regulator or ombudsman, attach your Sendwave ticket history, transfer receipts, and any written responses from support. Regulators rely on clear documentation and timelines; concise, factual summaries usually produce the fastest outcomes. Note that formal complaint pathways do not replace ongoing identity or sanctions screening requirements—compliance holds must clear before funds are released or refunded.

Security, privacy, and how to avoid impersonators

Legitimate Sendwave agents will not ask for your full card number, your one‑time SMS codes, or your app passcode. Support may confirm your registered phone number, last 4 digits of a card, or request an image of your ID only inside the secure in‑app flow. If someone contacts you on WhatsApp, Telegram, or social media claiming to be “Sendwave support,” do not share information; instead, go back to the app’s Help & Support and start a new chat from there.

Only trust links that resolve to sendwave.com. Phishing sites often mimic colors and logos but will have look‑alike domains (for example, “sendw ave.com” or “sendwave‑support.net”). If you ever clicked a suspicious link, immediately change your Sendwave passcode, contact your bank to monitor card activity, and inform Sendwave via the app so they can flag your account for extra checks. For shared devices, enable biometric login and set a device passcode; avoid saving card details on public or work computers.

• Red flags: “urgent” refund offers that require a fee, requests to “verify your account” by sending your OTP via chat, or instructions to move money to a “safe” account. None of these are part of Sendwave procedures.
• Safe steps: start every support interaction from inside the app; redact documents unless a full image is requested; and review your Recent Activity in the app weekly for any transfers you don’t recognize.

Scope of support: countries, payout types, and limits

Customer care can confirm corridor availability, partner outages, and limit changes for your profile. Sendwave supports sending from major origin countries including the United States, United Kingdom, Canada, parts of the EU, and others, with payouts to popular destinations across Africa, Asia, and Latin America. Common payout types are mobile money (for example, M‑Pesa, MTN, Airtel), bank deposit to local accounts, and cash pick‑up via partnered agent networks. Availability varies by corridor; support can verify whether a specific bank or wallet provider is currently receiving transfers and whether there are per‑transfer caps on that route.

Limits depend on your verification level and local regulations. New accounts typically start with modest caps; after successful ID and address checks, limits may increase to accommodate larger family, tuition, or medical transfers. For very high amounts, support may ask for additional documentation (for example, source of funds) to comply with AML rules. If you plan to send an unusually large transfer, contact support in advance so your documents can be reviewed before you initiate the payment, reducing the chance of mid‑transfer holds.

Fees and exchange rates can change based on market conditions and partner costs. The app displays your exact fee and the guaranteed rate before you confirm. If you believe you were charged an incorrect fee or rate, provide a screenshot of the quote screen and the final receipt; support can audit the rate lock timestamp and the rate applied by the payout partner to validate any discrepancy and issue adjustments when appropriate.

Bottom line

For the fastest resolution, initiate contact through the in‑app Help & Support, include precise transfer details, and keep all correspondence in one thread. Use escalations when timelines lapse, and protect yourself by engaging only through official Sendwave channels. With complete information and secure communication, most issues—from delivery delays to refund questions—can be resolved efficiently.

How do I contact Sendwave customer care?

1. +1 701 515 4355 (US/CA)
2. +1 844-933-5122 (US Toll-Free)
3. +44 203 695 0880 (UK)
4. +39 02 3057 8468 (Italy)
5. +353 1800 851 994(Ireland)
6. +34 900 751 907 (Spain)
7. +33 8 00 90 94 13 (France)
8. +32 80 07 33 74 (Belgium)

Why is Sendwave closing?

Americans send billions of dollars to loved ones abroad each year. Today, the Consumer Financial Protection Bureau took action to hold Sendwave, a WorldRemit company, for tricking people who were sending money to their family overseas and putting illegal fine print into their contracts.

Who owns Sendwave in the USA?

Chime (doing business as Sendwave) is a nonbank fintech company incorporated in Delaware with its principal place of business in Boston. It is a wholly owned subsidiary of WorldRemit, which had total revenues of nearly $400 million in 2021.

How do I get my money back from Sendwave?

There is no automatic way to recall funds if it goes to the wrong account. Sendwave will have to contact our partner Rendimento who has to work with the local 3rd party bank to contact the wrong beneficiary and request the funds. That account holder has to authorise paying back the funds.