Topic Overview

Welcome to your guide on managing transfers, limits, beneficiaries, and multi-currency accounts in the Wio Business app.

1. Beneficiaries: Adding, Managing & Security Waiting Period

To protect your business against unauthorized transactions and fraud, Wio applies a standard security waiting period (cooling-off period) whenever a new payee is added.

Security Waiting Period (Cool-off Period) Overview

• Standard Verification via Face Recognition (Enhanced Facial Recognition / EFR): 12 hours.

• Passcode / SMS Verification (OTP) fallback (if Face Recognition is unavailable/fails): 24 hours. (You can reduce this waiting time to 12 hours at any time by completing Face Recognition from the payee details screen).

• Preparer role additions: 24-hour waiting period by default. An Authorized Person can complete Face Recognition to activate the payee sooner.

• Notification: You will receive a push notification the moment your beneficiary is active and ready for transfers.

• Payee Name Limits: Payee names must be between 5 and 66 characters.

How to Add a New Payee

A. Adding a Payee for Local Transfers (Within UAE)

1. Log in to the Wio Business app.

2. Tap Payments (or Transfers) on the home screen.

3. Tap + (top right) or select New local payment.

4. Enter the transfer amount and tap Next.

5. Tap New contact.

6. Enter the payee’s full name, IBAN, and required details.

7. Confirm your identity using Face Recognition (EFR) or your security verification.

8. Once submitted, your payee will be ready to receive funds after the security waiting period (12–24 hours).

B. Adding a Payee for International Transfers

1. Log in to the Wio Business app and navigate to Payments > International.

2. Tap + to add a new beneficiary.

3. Select the account currency you wish to send from (AED, USD, EUR, or GBP).

4. Select the destination country and enter the transfer currency and amount.

5. Review the fee breakdown and payment method (SWIFT or Wise).

6. Enter the recipient’s details: Payee type, full name, address, and bank account/IBAN/SWIFT code.

7. Confirm your identity using Face Recognition (EFR).

How to Delete a Payee

Note: Saved payees cannot be directly edited. If you need to update a payee’s bank details or currency, delete the existing entry and add them again as a new contact.

1. Open Payments in the app.

2. In the Recent Payee section, tap View all.

3. Select the payee you want to remove.

4. Tap Delete to confirm removal.

Managing Multiple Currencies for the Same Payee

Each saved international payee is linked to a single specific currency. If you need to send multiple currencies (e.g., USD and EUR) to the same person or business:

1. Add the payee once selecting the first currency.

2. Add the payee a second time with the same banking details, selecting the second currency.

2. Transfer Limits & How to Request an Increase

Default Account Limits

• Daily Outward Limit: AED 750,000 per day (combined across all local and international transfers).

• Per-Transaction & Monthly Limits: No per-transaction cap or monthly cap (transfers are governed solely by your daily limit).

• Incoming Transfers: Unlimited across AED, USD, EUR, and GBP accounts.

• Internal Transfers: Unlimited transfers between your own Wio sub-accounts and saving spaces.

• Daily Beneficiary Additions: Up to 60 beneficiaries per day (30 local + 30 international) and 100 per month.

• Daily Cash Deposit Limit: AED 300,000 per day (via partnered FAB CDMs and Lulu Exchange branches).

How to Increase Your Daily Transfer Limit (Up to AED 5,000,000)

You can increase your daily outward limit directly within the app:

1. Go to Payments and select any existing payee.

2. On the “How much would you like to send” screen, locate the Remaining Daily Limit tab.

3. Tap Edit.

4. Set your desired daily limit (up to AED 5,000,000).

5. Tap Save Changes.

6. Complete the quick selfie verification (Face Recognition). Your new limit activates instantly upon approval.

Need a limit above AED 5,000,000?
Contact our Support Team directly. You will be asked to provide a brief document detailing your business requirements and transaction context. Requests above AED 5M are reviewed within 2 business days.

Tracking Your Payments & Troubleshooting Technical Issues

Manage, track, and troubleshoot your local and international transfers directly within the Wio Business app. When you send money internationally, Wio provides end-to-end visibility and real-time status updates, so you always know where your funds are.

How to Track Your International Payment

Every international transfer sent via the global banking network (SWIFT) receives a unique tracking code known as a UETR (Unique End-to-End Transaction Reference). You can track your transfer using the Wio Business App, here's how:

1. Open the Wio Business app and navigate to Transaction History.

2. Select your international transfer to view its real-time visual status tracker.

3. Tap to download your official SWIFT Copy (payment confirmation receipt), which contains your transaction details and your unique UETR tracking number (located at the top right).

Understanding Your Transfer Statuses

Your payment moves through the following clear stages in the app:

Note on "Additional Information Required":
If an intermediary or recipient bank requires further details (such as payment purpose or an invoice) to clear the funds, your tracker will update to request this information. Responding promptly ensures immediate fund release.

Part 2: Security Feature — No Transfers During Calls

To protect your business against unauthorized activity, phone scams, and social engineering fraud, transfers cannot be authorized while you are on an active phone or video call.

• Supported Call Types: Applies to standard mobile carrier calls as well as voice/video apps (WhatsApp, Slack, Google Meet, Zoom, Microsoft Teams, etc.).

• When You Will See the Alert: If you attempt to enter an amount or swipe to confirm a transfer while on a call, a security alert will notify you that transfers cannot be completed during calls.

• How to Proceed: Simply disconnect or end your call, and you can immediately proceed with your transaction from the exact same screen.

Part 3: Common Technical Issues & Quick Troubleshooting

If you run into any issues while setting up or sending a transfer, use the quick solutions below:

1. Payee Not Received Funds Beyond the Expected Timeframe

• Standard Delivery Time: International transfers typically take 3 to 5 business days.

• What to do:

  1. Check the status in your Transaction History.

  2. Download your SWIFT Copy from the transaction details.

  3. Share the SWIFT Copy (and the UETR number) with your recipient so their bank can locate the incoming payment.

  4. If the timeframe has passed and the receiving bank cannot locate the funds, contact Wio Support for assistance.

2. "Save Payee" Option Is Greyed Out or Not Visible

• Cause: One or more required fields are incomplete.

• How to Fix: Review the payee form and ensure all mandatory fields (full legal name, physical address, and valid IBAN/Account Number/SWIFT code) are filled in.

3. Payment Failed / Special Character Errors

• Cause: Payment networks and regulatory clearing systems do not support special symbols or non-standard formatting in company or beneficiary names.

• How to Fix:

  • Remove special characters (such as ! @ # $ % ^ & * / ,) from the payee name, company name, and payment description.

  • Keep payee names within the standard character limits (between 5 and 66 characters; 35 characters or fewer for select international routes).

4. "Your account is not active" Message

• Cause: Your account must have completed initial funding before making outward payments or adding certain beneficiaries.

• How to Fix: Add funds to your Wio account balance first, then proceed with adding your payee and initiating your transfer.

5. "Your maximum withdrawal amount is exceeded" or "You can’t make a transfer to this currency"

• Cause: Your transaction may exceed your current daily account limit, or the selected currency may be temporarily restricted on your account.

• How to Fix: Reach out to Wio Support via in-app chat or phone. Our team will review your account settings and assist you with updating your limits or currency permissions.

Frequently Asked Questions (FAQs)

Q1: Why can't I send money to a newly added beneficiary right away?

For your security, a waiting period is applied whenever you add a new beneficiary:

• 12 hours if the beneficiary was verified using Face Recognition.
• 24 hours if the beneficiary was verified using Passcode or SMS OTP.

If you completed verification using Passcode or SMS OTP, you can reduce the waiting period to 12 hours by completing Face Recognition from the beneficiary's details screen.

You'll receive a notification as soon as the beneficiary is active and ready to receive transfers.

Q2: What's the difference between SWIFT (OUR) and SWIFT (SHA) fees?

When making an international SWIFT transfer, you can choose how transfer fees are handled:

• OUR: You pay all applicable fees upfront, ensuring the recipient receives the full transfer amount.
• SHA: Fees charged by intermediary or correspondent banks are deducted from the transfer amount before it reaches the recipient.

Choose OUR if you want your recipient to receive the exact amount sent.

Q3: Why did my recipient receive less than the amount I sent?

This can happen for one of the following reasons:

• The transfer was sent using the SHA fee option, allowing intermediary banks to deduct processing fees from the amount sent.
• The recipient's bank converted the funds into a different currency and applied its own exchange rate.

If you need the recipient to receive the exact amount, consider using the OUR fee option when available.

Q4: How are exchange rates calculated in the app?

Wio provides live exchange rates with transparent pricing.

Before you confirm a currency exchange or international transfer, you'll see:

• The applicable exchange rate.
• Any transfer fees.
• The final amount to be received.

The exchange rate shown at the time of confirmation is the rate applied to your transaction.

Q5: How long do local and international transfers take?

Local UAE Transfers (AED)

• Up to AED 25,000: Usually credited within minutes, 24/7.
• Above AED 25,000: Typically credited on the same day or within 1 business day (cut-off time: 7:30 PM, Monday to Saturday).

International Transfers

• Usually arrive within 3 to 5 business days, depending on intermediary and receiving bank processing times.

Q6: How can I increase my daily transfer limit?

You can increase your daily transfer limit directly in the app up to AED 5,000,000:

1. Go to Payments and select a beneficiary.
2. On the payment amount screen, locate Remaining Daily Limit.
3. Tap Edit and enter your preferred limit.
4. Save your changes and complete Face Recognition verification.

If you need a limit above AED 5,000,000, contact Support and provide the relevant business justification documents.

Q7: Why can't I complete a transfer while I'm on a call?

To help protect customers from fraud and social engineering scams, Wio blocks transfer initiation and authorization while an active voice or video call is in progress.

Simply end the call and try again to continue with your transfer.

Q8: What does the "Completed" status mean?

A Completed status means your transfer has been successfully processed and delivered to the recipient's bank.

In some cases, the beneficiary bank may take a little longer to credit the funds to the recipient's account. If the recipient cannot locate the payment, you can share the payment receipt or transfer reference with them.

Q9: Can I send USD, EUR, GBP, or another foreign currency directly from my account?

Yes. If you have a foreign currency account with sufficient funds, you can send payments directly in that currency without converting the funds to AED first.

Simply select the appropriate currency account as the funding source when creating your international transfer.

Q10: How can I update a saved beneficiary's bank details or currency?

For security reasons, saved beneficiary details cannot be edited.

To make a change:

• Delete the existing beneficiary.
• Add the beneficiary again using the updated details.

If you'd like to send payments to the same beneficiary in a different currency, add them again using the same banking details and select the required currency during setup. Please note that a new beneficiary waiting period will apply.