Airwallex Reviews 

Awful customer service - UK

Genuinely one of the worst customer service experiences we have had with a financial provider.

Our account was suspended after we missed an email asking us to verify an invoice. We have no issue with Airwallex carrying out compliance checks or asking us for documents. The problem is how they deal with you once there is an issue.

We had around £10,000 of company funds in the account which we suddenly couldn’t access. Naturally, we contacted them and tried to get the issue resolved.

The customer service is awful. No matter what you write or how clearly you explain the situation, you seem to get the same generic template responses back. It genuinely feels like nobody actually reads what you have written. You ask specific questions and receive a standard response that doesn’t answer them, then you go around in circles again.

When you are holding around £10,000 of someone’s business funds, this isn’t good enough. Businesses have suppliers, bills and commitments to meet. There should be a proper way of speaking to someone who can actually look at the case, understand what has happened and take ownership of resolving it.

We have spent a ridiculous amount of time chasing this and have now had to take the matter through the formal complaints process and escalate it externally.

The frustrating thing is that we were actually happy with Airwallex before this happened. But you only really find out how good a financial provider is when something goes wrong. Based on our experience, the support simply isn’t there when you need it.

If you are thinking of using Airwallex as your main business account or transfer money internationally, I would seriously think twice about keeping significant amounts of money there.

2+ months and still waiting ….

Robin was a huge help in setting up local payment methods for our online store through Airwallex. He made the whole process smooth and straightforward, and we really appreciated his expertise and support. Great experience working with Robin!

The worst service I have ever tried.

For some reason, I wasn’t able to use Stripe, so I decided to try Airwallex for my business. Unfortunately, they rejected my account verification without providing any clear reason. They didn’t even bother to explain what was wrong or what documents or information I needed to provide to complete the verification.

I contacted their support team multiple times, but their responses were completely unhelpful and frustrating.

I strongly recommend never using this service. Save yourself the time and frustration and look for an alternative.

Had several transactions for thousands of dollars from clients, and then out the the blue they rejected two etransfers from a client that paid me several times before.

There customer service though I think it's all AI, told me they had etransfered the thousand of dollars frm these two transaction of the funds back to my client.
My client never received an etransfer.
My client even let me see their email and their banking to ensure me they were telling me the truth.

I informed Airwallex my client never received their funds back, it has been over a month, Airwallex is still investigating their own etransfers and if there is any other methods to send money back to my client.

Incompetent service, aweful system, i would never recommend airwallex to anyone!!! They had stolen thousand of dollars from me and my client!!!! Affecting both businesses.

I have now switch all my business activities to VENN.
No issue, no problems, no seizurre of money, no losing deposits or transfers.

All business owners and inquiring people stay away from Airwallex!!! they will steal you hard earn money!!!

I plan on reporting them!!! thieves!!!!


My client is upset, I am upset, still cannot get a straight answer. No one to call. both mine and my clients business has been drastically affected and a am at risk of losing a long time client over this Airwallex fiasco.

ABSOLUTELY TERRIBLE COMPANY. SOLD MY PRIVATE BANKING INFORMATION FOR FINANCIAL GAINS. HIDE BEHIND COMPUTER SCREENS SCREWING PEOPLE EVERY CHANCE THEY CAN

I am trying to make account with them i have made 3 accounts but they block my every account witout any reson

I recently onboarded a new B2B client who placed a bulk order and paid via an Airwallex payment link, transferring $6,000 USD. Shortly after, Airwallex froze my account without any prior communication — no warning, no heads-up, nothing. I only found out when I tried to access my funds.

After the freeze, they requested documentation for "verification," which is understandable in principle, but the lack of any proactive communication before locking me out of my own money is completely unacceptable for a business that relies on cash flow.

To make things worse, their customer support team is nearly impossible to get real help from. Every response feels like a generic, AI-generated reply that doesn't address the specifics of my case. I've had to repeat myself multiple times with no real resolution or clear timeline for when my funds will be released.

For a company that positions itself as a serious player in business payments, this experience has been extremely disappointing. If you're relying on Airwallex for time-sensitive B2B transactions, be prepared for potential account freezes with zero warning and support that doesn't actually support you.

I'm still waiting for resolution and would caution other business owners to think twice before making Airwallex a critical part of their payment infrastructure.

I agreed to use them to send invoices to clients—thinking there was no need for Stripe.

You can send an invoice directly to your client from their platform. I had asked them, "Are there any holds or issues like with PayPal?"

They said, "No, we aren't like those companies." But then I sent the first invoice to a client, and—bam—they put a hold on the payment. It didn't show up; they said it would take eight days to appear, and I couldn't transfer the funds. Plus, the fees were around $70.

Everything they said turned out to be false; they are basically a scam. They don't even come close to the quality of other companies.

Customer service is asleep at the wheel; there is no real support, just a bot.

The payment is stuck, and I don't know what to do about the situation.

In any case, I do not recommend them at all—not in the slightest. Please, stay away from them.

Business account. Outbound transfer to Thailand (330 EUR) dispatched 30 June 2026, status shown as "Paid" in the dashboard. Beneficiary's bank confirmed no funds received. Filed a payment investigation request, completed identity verification via Onfido as requested, and submitted a formal complaint referencing Airwallex's own 15/35-business-day resolution deadlines (both exceeded). As of 9 September 2026 – over 2 months after the transfer – no substantive resolution and no confirmed location of the funds. Support (multiple agents) repeatedly apologised and claimed "highest priority" escalation, but never provided concrete information on the SWIFT trace status. We have since requested closure of the account.

Update (10 September 2026): The funds were returned to our Airwallex wallet on 10 September – two days after this review was posted, and after more than 2 months of unresolved investigation. The cause was reportedly a return by the recipient bank, which had not been communicated to us throughout the process. The resolution is satisfactory; for any future issues, I would hope for prompt and proactive handling.

Scammers with a registered name:

You do anything with this bank, you will regret and wish you didn’t.

We had a lot of issues in 2025 when they blocked our account and held our cash for weeks. Almost costing us our company. A year later i trusted it again and decided to finally get a customer to pay via its links. And there is no second guessing what happened. Another hold/money gone or god knows.

I used Airwallex for my company from 2022 to 2025 and generally found the platform modern, efficient and particularly useful for managing multiple currencies.

Unfortunately, my experience changed following a payment verification issue in 2025. While I understood the compliance requirements and provided the requested documentation, I found the communication throughout the process too standardised and not sufficiently responsive to my specific questions.

Overall, it's a good platform, but in my experience, the communication and support during a complex situation don't meet the standard I would expect from a financial partner.

Very bad experince block my account with out any specfic reason
Not recomendable

Sarah is very helpful. She can always provide answers to my questions in time, and she is willing to find out solution for us.

Absolutely terrible experience from the start.

I opened a business account, sent my first invoice, and as soon as my first customer paid, my account was blocked. My money was held immediately, leaving me unable to access funds that belong to my business.

I still haven't received a proper response. Every time I contact customer support, I get passed around in circles with no clear update or resolution.

As a small business, I rely on payments to keep my business running. Holding my funds without resolving the issue has caused unnecessary stress, frustration, and disruption to my business.

Very poor customer service and communication throughout. I expected much better from a business banking provider.

I have no lost a customer, due to this issue.

I have my company account blocked for more that 3 months with money inside, and no reply from customer service. All the emails I have send to them are replied by automatic IA just telling us to wait. It is the worst bank I have worked with in my life. They are scammers. If needed I can send all documentation here. Dont use it, you will lose your money!

As an Airwallex customer, I have observed that support for money transfers from academic institutions to my company (API Asia) has been diligently managed, addressing the anti-fraudulent challenges that can arise from using an online banking system and respecting strictly the banking regulations. They did it. And I worked diligently with customer service to avoid any adtional delay or simply rejection of a customer payment. Good job, very professional.

This is a Formal Complaint submitted in accordance with the Financial Conduct Authority (FCA) dispute resolution guidelines.
My UK business account for Medennium Limited has now been completely suspended and our corporate funds frozen since 15 July 2026.
It has been over six weeks. Despite my immediate cooperation and the prompt submission of all requested documentation—including full invoice contracts verifying the absolute legitimacy of the transaction in question—Airwallex has met my business with total communication silence. While I respect your regulatory obligations regarding internal audits, maintaining an indefinite asset freeze for over 45 days without a single material update, timeline, or path to resolution moves past standard compliance and into a severe breach of treating customers fairly.
This prolonged, uncommunicative freeze is causing critical, escalating damage to Medennium Limited’s operations, impacting our cash flow, and threatening our ability to meet our immediate UK liabilities.I require Airwallex to take the following actions immediately:

1. Escalate to Risk Leadership: Immediately escalate this case to a Senior Compliance Officer or Risk Director for manual review today.

2. Provide a Clear Status Update: Confirm whether the invoice contracts provided on 15 July have been verified, and identify exactly what—if any—outstanding items are required from my end to resolve this matter.

3.Issue a Final Response Letter: If Airwallex is unable or unwilling to reinstate my account access within the statutory 15-business-day timeline prescribed for UK payment services, I require you to issue a formal Final Response Letter immediately so that I may escalate this case to the Financial Ombudsman Service (FOS) without further delay.

Please be advised that if this matter is not resolved or if a Final Response Letter is not issued promptly, I will formally lodge this dispute with the Financial Ombudsman Service and report the handling of this freeze to the FCA. The Ombudsman has the legal authority to review the internal logs of this investigation, and I will be seeking full financial compensation for the operational disruptions, financial stress, and damages caused to Medennium Limited by this delayed process.I have acted in complete good faith as a loyal customer of nearly a year. I expect Airwallex to act as a responsible financial institution and provide a meaningful, human response to this complaint within 48 hours.

Yours sincerely,

Ebrahima Sillah SillahDirector, Medennium Limited

I have contacted Airwallex customer service several times regarding a $5,000 USD (CNY 34,107) Alipay payment received on August 13 that still has not been settled into my Airwallex Wallet.

This is not a failed or incomplete customer payment.

My Airwallex dashboard shows:

Payment: Succeeded
Alipay payment attempt: Settled
Payment settlement: Calculating
Settlement date: —
Settlement ID: —

What makes this particularly concerning is that Airwallex’s own documentation is very clear about what these statuses mean.

Airwallex defines a SUCCEEDED payment as:“The payment has been successfully captured. Funds are guaranteed and will settle into your Airwallex Wallet.”

Airwallex’s own API documentation defines a SETTLED payment attempt as:“Airwallex has received the settlement from the provider. We will settle the funds in your wallet.”

So according to Airwallex’s own system, the customer payment succeeded and Airwallex has already received the settlement from the payment provider. Yet more than two weeks later, the money still has not reached my Wallet.

Airwallex also publicly lists the normal settlement schedule for Alipay as T+1 business days.

Support later told me that my account is subject to an 8-day delayed reserve. Airwallex’s own documentation says the payment-method settlement period or reserve period applies based on “whichever is longer.”

Even using the longer 8-day period, that still does not explain why an August 13 payment remains stuck at “Calculating” more than two weeks later.

I have contacted customer service repeatedly. Instead of investigating what is actually happening with this specific transaction, I have received generic explanations about reserves, settlement reports, and standard processing times.

What makes the experience even more frustrating is that someone from Airwallex’s Customer Success team contacted me to discuss expanding my use of Airwallex as my business grows.

It is difficult to take that conversation seriously when Airwallex cannot currently explain what has happened to an existing $5,000 payment.

Before discussing how I can send more business through Airwallex in the future, I would expect Airwallex to demonstrate that it can reliably settle the transactions I am already processing today. Right now, this experience gives me very little confidence to trust Airwallex with larger volumes or a broader part of my business.

During that conversation, I also raised this unresolved payment issue and was told that the case would be escalated. That escalation apparently never happened, and I was left contacting customer service again myself.

I have already provided Airwallex with the Payment ID, screenshots, amount, transaction date, currency, payment method, and the other information requested.

The issue is still unresolved.

If there is an additional compliance, risk, or manual review affecting this transaction, that is understandable - but Airwallex should simply say so, explain what is happening, and tell me what is required from me.

So far, nobody has been able to identify such a hold, explain why the settlement remains stuck, or provide a confirmed release date.

That is ultimately the biggest problem here. It is not simply that a settlement has been delayed. It is that $5,000 has been stuck for more than two weeks, Airwallex’s own dashboard says the payment succeeded and the Alipay attempt settled, the stated reserve period has passed, and after several contacts Airwallex still cannot tell me why the funds have not been released.

At this point, I am asking someone from Airwallex’s actual Payments/Settlement team to take ownership of the case, explain exactly why the settlement remains stuck at “Calculating,” and resolve it.

It is very difficult to build trust in a financial platform - or consider expanding my business with it - when a relatively straightforward payment can disappear into an unexplained settlement process for weeks.

I will update this review publicly if and when Airwallex resolves the issue.

When I tried to wire the funds, the website repeatedly told me that it was unable to process the transaction and rejected my requests. Little did I know that, despite these error messages, the funds were actually being sent multiple times.

This is an absolutely terrible and deeply concerning system failure. A financial platform cannot tell customers that a transfer has failed while simultaneously processing it. I am extremely disappointed with the amateurish system Airwallex has built; it falls well below the standard anyone should expect from a financial services provider.

To make matters worse, the customer support I received when I reached out for help was equally useless.

Excellent service, specially for new companies.