Cases

Cases enable you to open, retrieve, and respond to support and operations queries through direct API.

The Partner Support API allows you to integrate your back-end tooling, enabling:

Faster responses through automated workflows
Structured data via typed messages and submissions
Operational efficiencies with programmatic case management

Case statuses

cases can move through different statuses.

Status	Description	Partner Action
`CREATING`	Case being created	Wait
`IN_REVIEW`	Case being actioned	No action needed
`WAITING_CUSTOMER_INPUT`	Information required	Respond
`RESOLVED`	Case solved and closed	None
`FAILED`	Case creation failed	Contact support

Message types

Messages are typed and structured:

Request messages:

DEPOSIT_SANCTION_HIT_REQUEST
RECIPIENT_SANCTION_HIT_REQUEST
REFERENCE_SANCTION_HIT_REQUEST
RECIPIENT_LOCATION_HIT_REQUEST
REFERENCE_LOCATION_HIT_REQUEST
FREEFORM - Free text communication

Submission messages (from partner):

*_SUBMISSION - Structured response to requests
FREEFORM - Free text communication

OperationsWebhooks

Create a case

Request

Cases are used to collect or transmit additional information between Partners and Wise. Use this endpoint to create a new case.

Please do not include PII in the subject of a case. Any specific details regarding the case that need to be communicated should be included in the description.

Security

ClientCredentialsToken

X-External-Correlation-Idstring, (uuid), <= 36 characters

Optional UUID for correlating requests across systems. If provided, Wise echoes it back in the response. Maximum 36 characters. Learn more.

Example:f47ac10b-58cc-4372-a567-0e02b2c3d479

Bodyapplication/jsonrequired

typestring

Type of the case. Value must be GENERAL_ENQUIRY. More case types will be added in the future.

Example:"GENERAL_ENQUIRY"

subjectstring

The subject of the case. Do not include PII in the subject of cases.

Example:"Inquiry about Transfer 12345"

detailsobject

Details related to the case.

externalIdstring

An ID provided by the external partner for partner internal tracking.

Example:"partner_external_id_12345"

descriptionstring

The description of the request. The maximum size of the description is 65,535 characters. If additional characters are sent, the field will be truncated.

Example:"Initial summary of the issue"

curl -i -X POST \
  https://api.wise.com/2026Q3/cases \
  -H 'Authorization: Bearer <YOUR_JWT_HERE>' \
  -H 'Content-Type: application/json' \
  -H 'X-External-Correlation-Id: f47ac10b-58cc-4372-a567-0e02b2c3d479' \
  -d '{
    "type": "GENERAL_ENQUIRY",
    "subject": "Inquiry about Transfer 12345",
    "details": {
      "transferId": 58114690,
      "profileId": 14556049,
      "userId": 1234
    },
    "externalId": "partner_external_id_12345",
    "description": "Initial summary of the issue"
  }'

Responses

Created case.

Headers

X-External-Correlation-Idstring, (uuid), <= 36 characters

Echoed back when X-External-Correlation-Id was included in the request. Learn more.

Example:"f47ac10b-58cc-4372-a567-0e02b2c3d479"

x-trace-idstring

Unique trace identifier assigned by Wise. Useful when contacting support about a specific request.

Example:"fba501b6d453b96789f52338f019341f"

Bodyapplication/json

idinteger, (int64)

Case ID. Generated by Wise.

Example:123456789

statusstring

Status of the case

Enum:"CREATING""PENDING"

Example:"CREATING"

typestring

Type of the case. More case types will be added in the future.

Value:"GENERAL_ENQUIRY"

Example:"GENERAL_ENQUIRY"

externalIdstring

An ID provided by the external partner for partner internal tracking.

Example:"partner_12344567"

createdAtstring, (date-time)

When the case was originally created.

Example:"2023-06-28T15:21:24.901"

updatedAtstring, (date-time)

When the case was last updated.