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Javen, Stanley and Wanling has been helpful with any issues I have with Airwallex.
Sadly, the UI/UX is not the best.
Also find it baffling that they require postal code to do transfers even though not all addresses have that, but they let you transfer anyway when you omit the payee's bank a/c no.? Ended up having to do a SWIFT amendment. Well at least they were helpful in processing the amendment.
Would also be good if they have limit orders..
I've had a great experience so far!
fast response time, offer many different payment gateways for merchants, user friendly dashboard.
Simply amazing :)
They are flat out ignoring me. They are declining all of my charges without explanation. I've set up meetings with Richie Lawson to get on his calendar and he just flat out ghosts me. Incredibly unprofessional company. DO NOT GIVE THEM YOUR BUSINESS.
I have never experienced worse service than with Airwallex. The support doesn’t respond, even after sending over 10 emails. You wait weeks for a reply, and my account has been under review for over a month.
Meanwhile, my entire balance is withheld, and there’s no clear information about when I’ll have access to my funds again. These delays are unacceptable for a business that relies on its money to cover operating costs.
I cannot recommend Airwallex to anyone. If you’re looking for a reliable payment or banking solution, I suggest finding an alternative.
Written by the company
Unlock new markets, streamline your finances and save hours on admin. From early-stage companies to global enterprises, the way your business operates is unique – accomplish it all with Airwallex.
Level 7, 15 William Street, 3000, Melbourne, Australia
Reply from Airwallex
Hi Vitaly,
Thank you for your positive feedback. I'm delighted to hear that Airwallex played a positive role in your global business expansion. We extend our best wishes for your continued success.
THEY’RE SCAMMERS!!!!! PERIOD… DON’T EVEN TRY TO EXPLAIN OR JUSTIFY THEM…. THEY PROFESSIONAL SCAMMERS!!!
Date of experience: 07 December 2024
Reply from Airwallex
Hello,
Thank you for leaving a Trustpilot review for Airwallex. We sincerely apologize for the challenges you've faced, and we appreciate your honest feedback. We understand the importance of your experience and are committed to making things right. Our customer support team is ready to assist you promptly. Please reach out to them at support@airwallex.com so that we can address your concerns and work towards a resolution.
Reply from Airwallex
Hello Geerd,
Thank you for sharing your positive feedback! I'm thrilled to hear that you've had a great experience with Airwallex.
This business claims to unlock growth but in reality make it very hard to open an account. Fair enough that they follow KYC procedures but that should not mean that you can be wholly un-transparent with regard to your decisions, not have any appeal process and for no apparent reason decline accounts.
Faceless business, hiding behind internet walls so nobody has to accept any responsibility. Making life difficult for people wanting to be productive.
Go to a traditional bank and leave these type on so called providers well alone.
Date of experience: 28 November 2024
Reply from Airwallex
Hello,
Thank you for leaving us a Trustpilot review. We apologize for the inconvenience you've experienced with Airwallex, and we appreciate you bringing this to our attention. Our team is here to assist you in resolving any issues you may have encountered. Please get in touch with us directly at support@airwallex.com so that we can better understand your concerns and take appropriate action.
I’m honestly at a loss for words. I simply needed a payment provider for my online store (I am NOT selling anything crazy or dangerous—just kitchen gadgets) for my fully registered Ltd company. Airwallex initially seemed like a good fit. The onboarding process and KYC were smooth enough, but then things started to get strange…
05.09: I performed a test sale with my credit card to ensure everything worked properly. It did, but this resulted in:
13.09: Airwallex asking (again) about my business scope and my customers. I explained for the second time.
17.09: I generated some test traffic for my online store, resulting in a €92 sale. Great, everything worked well—except this prompted another:
17.09: Inquiry about my business scope and customers. I explained for the third time.
14.10: I attempted to link my PayPal account to my Airwallex bank account. Airwallex revoked the two verification payments (< €0.10), leading to:
17.10: Yet another inquiry about my business scope and customers. I explained for the fourth time.
To be honest, I enjoy a good stupid game too, but I simply don’t have time for this nonsense. At this point, it became clear that Airwallex and I are not a good fit—and we never will be. Answering the same questions with every transaction is not sustainable, and operating an online store in Europe without PayPal is practically impossible. But don’t worry, dear Airwallex team—I found another payment provider with a bank account. Amazingly (and I know this may sound unbelievable to you), they actually let me use my money. My customers can pay for their purchases, I can pay my bills, and I can even transfer funds to other accounts!
After all this, I initiated a payout on 19.11. to close my Airwallex account. This led to—surprise, surprise—
20.11: Another inquiry about my business scope and customers. I explained for the fifth time but, to be honest, I was no longer in a good mood.
05.12: Airwallex revoked my payout (to the same company name!) with the default excuse: "We cannot process this because it is high risk. The decision is final."
Really? Of all the things to be afraid of in the world, the greatest risk is a COMPANY INTERNAL BANK TRANSFER WITHIN THE IBAN SYSTEM FOR €187? Incredible. I’m relieved I only tested the service with a small amount of money. I can’t imagine the nightmare if my entire monthly turnover had been handled by Airwallex.
But it’s not a problem. I can try transferring the money again—or even a third time—if I feel like paying €19/month for this single transaction. Since you’ve asked for feedback in this roundabout way, I’m happy to share my review.
Dear Airwallex team, it would be kind of you to reconsider your "final" decision and send me my money. If not, it’s fine—I can live without €187, especially if you clearly need it in the future more than I do to pay your bills. Once you’ve finished deliberating, please close my account permanently. It’s an unmistakable red flag, and THIS DECISION IS FINAL.
Date of experience: 05 December 2024
Reply from Airwallex
Hi Tim,
Thank you for leaving a Trustpilot review for Airwallex. We sincerely apologize for the challenges you've faced, and we appreciate your honest feedback. We understand the importance of your experience and are committed to making things right. Our customer support team has now contacted you in regards to the next steps in order to retrieve the remaining balance on your account.
Suspend Company Account without consent ,
Applicant beware this company.
I dial one of their customer service center and can't get though , now i have to wait for support chat to reply.
I never had that kind of bank service ever.
Well , will update if problem got solve, vary bad experience so far.
Date of experience: 05 December 2024
Reply from Airwallex
Hi YIMING CHEN,
Thanks for taking the time to share your feedback, and I'm sorry to hear about your experience.
I've taken a look into this, and can see you've been speaking with our support team.
If there's anything else we can help with, please do get back in touch with our support team, as we'd be happy to help.
The convenience of this company is that it has a great advantage because the remittance process has been simplified so that you can conveniently use remittances around the world, process them quickly, receive and manage various foreign currency, and receive answers to questions quickly. I would like to use it again next time if I have a chance. Thank you for everything.
Date of experience: 05 February 2024
Airwallex has an excellent customer support!
Date of experience: 03 December 2024
absolutely disgusting company. suspended account for no reason, holding money. dont ever do business with this company ever.
Date of experience: 03 December 2024
Reply from Airwallex
Hi Lisa,
We're sorry to hear that you aren't happy with our product or service. We'd love to understand a bit more around how we can improve - if you could send us an email at support@airwallex.com with some more detail, we'll do everything we can to help out.`
I made an online payment to Alipay paid with an Airwallex card which was blocked during processing. I repeated the payment a second time and it suddenly blocked again without explanation. Airwallex took the money from my account without my money being sent to the recipient. I reported the problem to airwallex and they have not yet given me a precise and clear answer. I want the money that was improperly taken from me to be returned to me. Payments with Airwallex are not secure. I don't recommend doing trades with them.
Date of experience: 30 November 2024
Reply from Airwallex
Hi, there
Thanks for taking the time to write this review.
The checks that our teams make are part of our obligations as a financial service provider, please rest assured that we are always following industry regulations in regards to this.
We have more information on this in our Acceptable Use Policy here: https://www.airwallex.com/us/terms.
Airwallex values input and continuously enhances the service to meet the demands of Airwallex users.
We will make certain that your remark is heard by the higher-ups.
We wish you all the best.
Airwallex will really put you in debt because of their unreasonable holds on your funds. Never use it. They have a lot of my money on hold. Their support is horrible—it’s like speaking to a wall.
They keep talking nonsense, saying they can’t provide the reason behind the hold, even though I have a 0% dispute rate and 0% fraudulent activities.
I advise anyone reading this comment not to open an Airwallex account. You probably need a bank or a processor and think you have a shot with Airwallex, but you will get screwed.
Date of experience: 01 December 2024
After a couple of years using Airwallex services, my regular incoming transfer stopped.
Customer support was unable to determine the cause.
After investigating on my client’s side, I discovered that my funds were stuck in the intermediary bank. The intermediary bank is SCB Germany, which processes transfers for the bank where I have an account, SCB HK. SCB Germany responded that, due to internal policy, the funds would not be passed to SCB HK.
So... with Airwallex, you get an account with SCB, but if you want to receive funds, they are blocked by SCB Germany.
Now, a message for the person who responds to reviews here and might claim they are looking into my case, and the support team is working with me...
Yes, I’m speaking with the support team—five different people so far, each day a new person—and their answers are either "the payment has not arrived" or completely nonsensical.
My questions are simple: Why have the funds been blocked? Is there an issue with compliance? Should I provide any documents?
And my second question: What intermediary bank should my client use if SCB Germany does not cooperate with SCB HK?
Without clarification, I am unable to receive funds and run my business.
Date of experience: 29 November 2024
I decided to use Airwallex for my business, and at first, everything seemed perfect. I had 0% disputes and no fraudulent activities. But when I tried to log in recently, I found out they were holding a lot of my money—life-changing money that most people would never be able to pay off if it were taken from them. They won’t tell me why they’re doing this, and it’s completely destroyed my finances. I had to sell my car, I’m in debt now, and I probably won’t be able to pay off my credit card for at least 6–12 months. I used that card to grow my business because I trusted them, and now they’ve shut me down without giving me a single reason.
I wouldn’t recommend Airwallex to anyone. Payoneer is a much better option. I’m just thankful I didn’t recommend Airwallex to my students before trying it myself. What a terrible company!
Date of experience: 29 November 2024
Reply from Airwallex
Hi Hoop,
Thanks for taking the time to share your feedback, and I'm sorry to hear about your experience.
I've taken a look into this, and can see you've been speaking with our support team.
If there's anything else we can help with, please do get back in touch with our support team, as we'd be happy to help.
Thanks to officers Elly and Fahi for competent support!
Date of experience: 27 November 2024
Reply from Airwallex
Hi, there.
We're thrilled to hear that you had a positive experience with Airwallex! Your feedback is invaluable to us and motivates us to continue providing excellent service.
Thank you for choosing Airwallex. We're committed to delivering innovative financial solutions and exceptional customer support.
If you have any further questions or feedback, please don't hesitate to reach out to our customer support team.
Always receive prompt action and solutions by acc handler Bonnie from Airwallex. Great experience using it.
Date of experience: 29 November 2024
Reply from Airwallex
Hi, there.
We're thrilled to hear that you had a positive experience with Airwallex! Your feedback is invaluable to us and motivates us to continue providing excellent service.
Thank you for choosing Airwallex. We're committed to delivering innovative financial solutions and exceptional customer support.
If you have any further questions or feedback, please don't hesitate to reach out to our customer support team.
Great experience of assisting me to establish my own company
Date of experience: 29 November 2024
Airwallex has a user-friendly interface that makes it incredibly easy to navigate and operate, even for beginners. It’s perfectly tailored for the e-commerce industry, offering features and tools that streamline operations and enhance efficiency. Their customer support is also exceptional - responsive, helpful, and always ready to resolve any issues promptly. I highly recommend this platform to anyone in the e-commerce field looking for a reliable and efficient solution!
Date of experience: 29 November 2024
Jun Ji provides excellent customer service. He is friendly and promptly responds to every question I ask.
Date of experience: 16 October 2024
Mr. See Jun Ji is always quick to respond and provides outstanding customer service in supporting our business needs. His efficiency and professionalism make working with him a pleasure.
Date of experience: 16 October 2024
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