Cases

Cases are part of the Partner Support API, allowing partners to open, retrieve and respond to support and operations queries.

The endpoints described here allow partners to directly integrate their back end tooling with Wise's, allowing faster responses, better structure to data, and operational efficiencies.

The Partner Support APIs are currently in a closed Beta and subject to change. Please speak with your implementation manager if you would like to integrate with these APIs.

Case Statuses

Cases can move through different statuses.

Status	Transitions to	Description
`CREATING`	OPEN	Cases being created by Wise from a Partner call. Once created, cases move into the open status.
`OPEN`	PENDING, SOLVED, CLOSED	Cases being actioned by Wise. Partners do not need to action these cases. Note that we may update a case in this status and not change it.
`PENDING`	OPEN, SOLVED, CLOSED	Cases that require additional information from the partner. You should action these cases by reviewing the newest comment and updating the case.
`SOLVED`	OPEN, PENDING, CLOSED	Cases that have been solved and scheduled for closure. These can be re-opened by the partner or Wise if needed before closing.
`CLOSED`	—	Cases that have been solved and closed. Once closed, they cannot be reopened and a new case should be created if needed.

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/v1/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""OPEN""PENDING""SOLVED""CLOSED"

Example:"PENDING"

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.