Customer support is so good . But the internal team is very slow to review my account . and they are taking too much time to review my account . I requested them to update my email and remove my 2... See more
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Review summary
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My business is switching from Wise to Airwallex, I have Airwallex account active long time ago, but I have not used it, It is said my account is under review because of dormant to some period of... See more
Company replied
My application was rejected even though I provided all the required documents for my legitimate Shopify eCommerce business. My company is a legally registered U.S. LLC, and I only intend to receiv... See more
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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... See more
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Company details
About Airwallex
Written by the company
Grow your business without borders
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.
Contact info
Level 7, 15 William Street, 3000, Melbourne, Australia
- support@airwallex.com
- airwallex.com
2.9
Average
3K reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 97% of negative reviews
Typically replies within 24 hours
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Productive meeting
Productive meeting, queries answered, and overall smooth onboarding!
-SHARSHAN GLOBAL
22 June 2026
Unprompted review
Reply from Airwallex
Thank you so much for your kind review. We’re delighted to hear that your meeting was productive, your questions were answered, and your onboarding experience felt smooth.
We really appreciate your feedback and your support.
Am so pleased is only the first…
Am so pleased is only the first transaction that was held after just opening my account,Please i can gladly tell you this company is fraudulent company and millions will one day go down the drain and i can assure you all the good comments are all fake.
Run from them.
19 June 2026
Unprompted review
Reply from Airwallex
Thank you for taking the time to share your feedback, and we are sorry to hear about your first experience with us.
Airwallex is a regulated financial institution, and we take our responsibilities and the trust customers place in us very seriously. We have received your details to investigate your case. However, we weren't able to find a ticket on our end. Please raise one through our Help Centre: https://bit.ly/4lr4Bcm so our team can look into this for you and work towards a solution.
Thank you.
The absolute worst
The absolute worst. I have helped now 10 startups try to get out from under thier compliance department. They refuse to give information, freeze accounts, suspend for no reason and when all information is given they do nothing or reject your payments. Ease to setup but imposssible to use one you are live. They claim “acceptable use” as an excuse and no matter what you send them they lock you down and have to hire lawyers to get back your hard earned money. These guys are thieves hiding as a startup. The other digital banks take longer to setup but you have zero issues after you do. Feel free to ping me for references. There is real danger here. Ive seen company fold because of these guys. STAY AWAY.
18 June 2026
Unprompted review
Reply from Airwallex
Hi Evan, thank you for taking the time to write this review. We’re sorry to hear that your experience has left you feeling this way. The checks that our teams make are part of our obligations as a financial services provider, and we are always following industry regulations in regard to this. You can find more information in our Acceptable Use Policy and Sign-Up Terms here: https://www.airwallex.com/terms/acceptable-use-policy and https://www.airwallex.com/terms/sign-up-terms
We understand that issues relating to payments, account access, and support can be frustrating for businesses, and we don’t take these concerns lightly. As we grow, we have every hope and intention to broaden the scope of businesses we’re able to support and to continue improving the experience for our customers.
If there is a specific case you’d like us to look into, please do get back in touch with our support team at support@airwallex.com.
Frozen GBP 7,815 With No Explanation – Still Waiting Weeks Later
Airwallex has frozen GBP 7,815.01 of our business funds since 12 June 2026 with no lawful explanation. We submitted every document requested (invoice, proof of payment, collection confirmation) on the same day they asked — 29 May 2026 — and have followed up repeatedly since. All we get back is "no further information can be provided."
As a UK regulated business, we expect basic fair treatment under FCA rules. Instead our money has been held hostage for weeks with zero communication. If you're a small business considering Airwallex, think very carefully — this is exactly the kind of situation that can put your operations at risk.
Ticket #1493803. Still waiting for a real answer.
19 June 2026
Unprompted review
Reply from Airwallex
Hi Atiq, thank you for taking the time to share your feedback. We’re sorry for the concern and disruption this situation has caused.
As a regulated financial services provider, we’re required to carry out certain checks and reviews in line with our legal and regulatory obligations. We appreciate that this can be especially difficult when funds are affected and the updates you receive do not feel clear or helpful.
We can see that you’ve been in touch with our team regarding this matter, and your feedback has been raised internally for further review. Any updates will be shared with you directly through your existing support case. Thank you.
I am extremely disappointed with…
I am extremely disappointed with Airwallex and the way they have handled my business account. Out of nowhere, my account was suddenly restricted, and all my funds have been held for three weeks with absolutely no clear explanation, no updates, and no meaningful communication from their team.
I run a legitimate logistics company , a business that requires real physical effort, long hours, and constant travel to complete customer jobs. We operate through platforms like Bark.com, Courier Exchange, and our company website. Every payment we receive is tied to hard work, fuel costs, and time spent on the road.
Despite this, Airwallex suspended my account without warning. They even sent back a customer’s payment for a job that was already completed, meaning I may never recover those funds. This is unacceptable. I provided the service, used my time, fuel, and labour, only for Airwallex to return the money and then freeze the rest of my funds as well.
To make matters worse, I had already registered my Airwallex account details across all my courier platforms. Because of the restriction, every payment that should have come in was automatically sent back to suppliers, causing huge disruption to my business and damaging my reputation with customers.
For three weeks now, Airwallex has held my money with no proper explanation, no timeline, and no human support. Their lack of communication has caused stress, financial loss, and unnecessary setbacks for a new business trying to grow.
This experience has been nothing short of terrible. I would strongly advise any small business especially those in logistics to think twice before trusting Airwallex with your funds. Their sudden restrictions and silence can destroy a business overnight.
19 June 2026
Unprompted review
Reply from Airwallex
Hi Oyedele, thank you for taking the time to share your feedback. We’re sorry for the stress and disruption this situation has caused you and your business.
As a regulated financial services provider, we’re required to carry out certain checks and reviews in line with our legal and regulatory obligations. We understand how difficult and frustrating this can feel when payments are affected and communication has not felt clear or timely.
Please be assured that your case is already with the relevant team for review. They will continue to handle your situation through the appropriate process and will provide you with updates directly as soon as there is any new information. We appreciate your patience and understanding as we work to resolve your case as quickly as possible.
Account frozen, payouts blocked, and they REFUSE to let me refund my customers.
I started using Airwallex to receive business funds, only for them to immediately freeze my payouts. Weeks later, they suspended my account entirely and announced a 180-day hold on my funds.
The worst part is that they have blocked my ability to issue refunds. Because Airwallex is holding the capital, I cannot deliver the services my clients paid for. Yet, when I explicitly demanded that Airwallex at least return the money directly to my customers, they flat-out refused.
By holding these funds hostage and blocking the mechanism to refund people, Airwallex is actively ruining my hard-earned business reputation and making me look like a scammer to my own clientele.
This case is now being formally escalated to the Financial Ombudsman as well as the Police Fraud Department in Hong Kong.
I demand that Airwallex compliance either release the funds immediately or return every single transaction back to the original accounts. Do not reply with a generic, automated template.
10 June 2026
Unprompted review
Reply from Airwallex
Thank you for taking the time to share your feedback, Jamie. We’re sorry for the frustration and uncertainty this situation has caused.
We understand how difficult it is to wait this long for an update, especially when your business is affected. While certain checks and reviews are part of our obligations as a financial services provider, we understand that the level of delay you’ve described is concerning.
We’d like to look into your concerns further. If you’re able to, please reply to the additional information request we’ve sent via Trustpilot so our team can review this in more detail.
Customer Service non-existent
Been waiting over a month for a resolution. Like many others, Airwallex has flagged my account because I received a payment from the US.
I run a legitimate business, and was even referred by one of their partners.
In what world is it acceptable to wait over a month before getting an update? Things at Airwallex must be in complete turmoil. They can talk all they want about their policies but waiting for their Customer Service this long is of course not acceptable.
19 June 2026
Unprompted review
Reply from Airwallex
Hi Karl, thank you for taking the time to share your feedback. We’re sorry for the frustration and uncertainty this situation has caused.
We understand how difficult it is to wait this long for an update, especially when your business is affected. While certain checks and reviews are part of our obligations as a financial services provider, we understand that the level of delay you’ve described is concerning.
We’d like to look into this further. If you’re able to, please reply to the additional information request we’ve sent via Trustpilot so our team can review this in more detail. We appreciate your patience and understanding.
I would give Airwallex 0 stars if I…
Update: No reply on my deposit refund for 1 week, this deposit was make from my customer 3 weeks ago.
EDIT: My account is now terminated without explanation.
I would give Airwallex 0 stars if I could. As a legitimate business owner, this platform has completely derailed my commercial operations and disrupted my relationship with my buyers.
My customer sent a routine business payment in HKD. Airwallex flagged it and requested supporting documents. I complied immediately, providing comprehensive transaction trails, invoices, and source proofs. Instead of processing the transfer, they rejected the deposit and promised to refund the money back to my client within days.
It has been weeks now. Not only have they failed to return the funds to my customer, but they have also suddenly slapped my entire corporate account with an automated "temporary suspension"—despite the fact that I explicitly left the account untouched to let them process their own refund guidelines.
Airwallex traps your business in an endless loop of automated compliance flags, holds onto your clients' money, and freezes your account without human oversight. I have completely stopped trusting or using this platform. If you value your cash flow, your client relationships, and your peace of mind, stay far away from Airwallex and move your business elsewhere.
15 June 2026
Unprompted review
Reply from Airwallex
Thank you for taking the time to share your feedback, Joseph. We’re sorry for the frustration and disruption this situation has caused you and your business.
The checks that our teams make are part of our obligations as a financial services provider, and we are always following industry regulations in regard to this. In some cases, these reviews can lead to difficult decisions about whether we are able to continue providing services. You can find more information in our Acceptable Use Policy and Sign-Up Terms here: https://www.airwallex.com/terms/acceptable-use-policy and https://www.airwallex.com/terms/sign-up-terms
We don’t take these decisions lightly, and as we grow we have every hope and intention to broaden the scope of businesses we’re able to support.
We can see that you’ve been in touch with our support team. Information about withdrawing any remaining balance is set out in the closure notice you’ve received. If you’re unable to access your account, you can also find the refund steps here: https://help.airwallex.com/hc/en-gb/articles/6445874920079-Request-for-refund-of-closed-account-balance
If there’s anything else we can help clarify, please do get back in touch with our support team.
Review from Gallery Jeeum
We've been using Airwallex at Gallery Jeeum Limited for receiving international payments and supporting our activities at overseas art fairs.
Recently, Sarah from the Airwallex team reached out to review our account and ensure our usage aligns with compliance requirements. She was professional, knowledgeable, and easy to communicate with. She took the time to understand our business model and answered our questions clearly.
What I appreciated most was that the conversation felt supportive rather than procedural. As a gallery working internationally, having a payment partner that understands cross-border business needs is very valuable.
So far, Airwallex has been a useful solution for managing international transactions.
10 June 2026
Unprompted review
Reply from Airwallex
Thank you so much for sharing your experience, and for the kind words about Sarah and the team!
It's wonderful to know Airwallex is helping Gallery Jeeum manage international payments and support your presence at overseas art fairs. We understand how important it is for a business working across borders to have a payment partner that truly understands cross-border business needs, and we're proud to be that partner for you.
Thank you for being part of the Airwallex community, and we look forward to continuing to support your business!
I open account to active my payments received I send so many form I send so many documents after that I understand this bank Chinesehave poor service! Be careful
This poor service Chinese no have experience! I dint know how this poor service working
31 May 2026
Unprompted review
Reply from Airwallex
Thank you for taking the time to share your feedback, Vladekako, and we're sorry to hear your onboarding experience hasn't met your expectations. We understand how frustrating it is to submit multiple forms and documents and still run into issues activating your payments.
The verification steps we ask for are there to keep every account secure and compliant. We know that doesn't make the wait any easier, and we'd genuinely like to help get this sorted for you.
Please reach out to our team at https://help.airwallex.com/hc/en-gb/requests/new, or simply reply here with the email address linked to your account and your ticket number, and we'll have someone look into it right away.
Thank you for your patience, and we hope to turn this experience around for you.
prompt respond and good advise
16 June 2026
Unprompted review
Reply from Airwallex
Hello Kai, thank you so much for your kind review. We’re delighted to hear that you received prompt responses and helpful advice from our team.
We really appreciate your feedback and your support.
They rejected instantly our +200 portfolio 3d video agency
I applied for an Airwallex account for my registered UK company and our video production agency, BirVideo . We are a legitimate Business-to-Business (B2B) digital animation agency with a proven track record, looking for a reliable payment infrastructure.
Out of nowhere, they rejected our application citing vague "risk reasons" without providing a single piece of feedback or a chance to explain our workflow. If a well-established digital media agency is considered "too risky" for them, I don't know who they are actually built for. Their automated compliance system clearly fails to understand modern digital business models.
Save your time, documentation, and effort. There are much better, more collaborative fintech alternatives out there that actually know how to support growing B2B agencies instead of shutting them down at the door. Completely unprofessional.
15 June 2026
Unprompted review
Reply from Airwallex
Hello, we’re sorry that we weren’t able to open an account for you at this time, and we understand how frustrating this must have been after the time and effort you put into the application process.
The checks that our teams make are part of our obligations as a financial services provider, and we are always following industry regulations in regard to this. Each application is assessed individually in line with our legal and regulatory obligations, and in some cases we may be unable to proceed.
We understand your concerns around how digital and service-based business models are assessed, and we appreciate you taking the time to share your feedback. We don’t take these decisions lightly, and as we grow we have every hope and intention to broaden the scope of businesses we’re able to onboard.
You can find more information in our Acceptable Use Policy and Sign-Up Terms here: https://www.airwallex.com/terms/acceptable-use-policy and https://www.airwallex.com/terms/sign-up-terms
If you have any other questions or there’s anything else we can help clarify, please don’t hesitate to contact us at support@airwallex.com.
Airwallex could not explain missing business payments over 30k
Very poor experience with Airwallex.
Since May, multiple incoming and outgoing business payments have been delayed, blocked, or left unresolved. We provided full payment evidence, including MT103, UETR tracking codes, SWIFT confirmations, and written confirmations from sending banks that the funds were sent and not returned. The tolal amount is over 30k dollars.
Airwallex still failed to provide a clear transaction-level status: received, pending, rejected, returned, or not received.
Support responses were generic and inconsistent. They confirmed there was no clear internal hold, no RFI, and no confirmed compliance request, but still could not explain where the funds were or when the issue would be resolved.
After the video call and my additional request by email, they decided to close the account while unresolved incoming payments were still open.
For a business payment provider, this is unacceptable. Compliance checks are one thing. Losing visibility over business payments and giving no clear answers is another.
I would not recommend Airwallex to any company that depends on reliable international payments.
14 June 2026
Unprompted review
Reply from Airwallex
Thank you for taking the time to share this, Michael. We are genuinely sorry for the stress and uncertainty this has caused you and your business.
As a regulated financial institution, there are limits to what we are able to share publicly about individual accounts, payments, or the reasons behind certain decisions. We know that is frustrating when you are simply trying to understand where your funds are, and we want to help you get clear answers through the right channel.
So we can locate your case and look into the payment status and any remaining balance, please reply to our Request for Information with the email address registered to your Airwallex account and your ticket number. If your account has been closed, the notice of termination sent to your registered email will also contain details about your balance and the next steps for any funds.
Our team will then follow up with you directly. We really appreciate you giving us the chance to look into this properly for you.
Reply from Airwallex
Thank you so much for the kind words! We are thrilled to hear Jane took great care of you.
We also noticed you mentioned needing a hand with something. We would love to help you get that sorted. The best way to reach us is through our support team, who can look into your account and assist you directly. You can email them at support@airwallex.com, or get in touch via the Help Centre or by logging into your account and contacting support from there.
Thank you again for the lovely feedback, and we look forward to getting this resolved for you!
Timely response
12 June 2026
Unprompted review
Reply from Airwallex
Hi Bordin, thank you for sharing your positive feedback! We're thrilled to hear that you've had a great experience with Airwallex. If you have any further comments or suggestions, feel free to reach out to us by email.
They do not accept swiss costumers
12 June 2026
Unprompted review
Reply from Airwallex
Hi Rosario, we’re sorry that we weren’t able to open an account for you at this time.
Airwallex does support businesses registered in Switzerland, subject to our standard onboarding, compliance, and risk reviews.
The checks that our teams make are part of our obligations as a financial services provider, and we are always following industry regulations in regard to this. Each application is assessed individually in line with our legal and regulatory obligations, and in some cases we may be unable to proceed.
You can find our current list of eligible countries and territories here: https://help.airwallex.com/hc/en-gb/articles/4408591334937-Eligible-Countries-and-Territories
We have more information on this in our Acceptable Use Policy and Sign-Up Terms here: https://www.airwallex.com/terms/acceptable-use-policy and https://www.airwallex.com/terms/sign-up-terms
We don’t take these decisions lightly, and as we grow we have every hope and intention to broaden the scope of businesses we’re able to onboard.
If you have any other questions or there’s anything else we can do to help, please don’t hesitate to contact us at support@airwallex.com.
Airwallex: solid platform, great support
We set up Airwallex for our company and it has been smooth from day one.
The multi-currency accounts and card payments work exactly as they should, and the platform is easy to navigate.
It also integrates easily with our accounting software, which makes reconciliation simple.
What stands out most is the support. If you need something or have a question, the team is responsive, clear, and stays on it until it is sorted.
Reliable platform, genuinely helpful people.
9 June 2026
Unprompted review
Reply from Airwallex
Thank you so much for taking the time to share this, Fabien!
We're thrilled to hear that our products and features have made things smooth and simple for your company. That's exactly the kind of experience we want for our customers.
And a special thank you for the kind words about our support team. We'll be sure to pass them along, as moments like this mean a lot to the people behind the scenes.
Thank you for trusting Airwallex to support your business! We're looking forward to being part of your growth ahead.
Airwallex terminated my account and freezed my $4.5k and not responsing
My experience with Airwallex has been extremely disappointing.
Without any prior warning, Airwallex terminated my account and informed me that $3,000 of my funds may be held for up to 180 days.
I run a legitimate business and had more than $4,300 in my account at the time. Airwallex was my primary payment platform, and I used it to pay employee salaries and manage business operations. Because of this sudden account termination and the withholding of my funds, my entire business has been placed at risk.
I immediately contacted support and offered to provide any documents necessary to verify my business, including company records, invoices, and any other information they required. I was fully prepared to cooperate with any review process. Instead, I was informed that the termination decision was final and was not given any meaningful opportunity to provide additional evidence or resolve the matter.
The only explanation I received was that my account was under investigation and that Airwallex could not provide any estimated timeframe for completion. No clear reason for the termination has been provided, no evidence of wrongdoing has been presented, and no timeline has been given for resolving the situation.
What makes this even more confusing is that Airwallex specifically informed me that $3,000 of my funds may be held for up to 180 days. If that is the amount they believe needs to be held, then why are they refusing to release the remaining balance in my account? I have not been given any explanation as to why the rest of my funds cannot be withdrawn immediately.
As a customer, I am struggling to understand this decision. My account was terminated without warning, my funds remain inaccessible, and I was not given a fair opportunity to verify my business. Under these circumstances, it is becoming difficult not to feel as though Airwallex is simply holding on to my money rather than trying to resolve the situation fairly.
If there is a legitimate issue, Airwallex should investigate it promptly and communicate clearly with its customers. If there is no issue, then my funds should be released immediately.
At the time of writing, I have a terminated account, thousands of dollars inaccessible, employees who depend on timely salary payments, and no clear answers from Airwallex. I will continue updating this review as the situation develops so that other business owners can make informed decisions before trusting Airwallex with their funds.
10 June 2026
Unprompted review
Reply from Airwallex
Thank you for taking the time to share this, Nil. We're genuinely sorry to hear about the distress this situation has caused you and your business.
As a regulated financial institution, we're not able to discuss specific accounts, decisions, or transactions in a public space, as protecting our customers' privacy and meeting our regulatory obligations is something we take very seriously.
We understand how serious access to your funds is, particularly when people are depending on it, and we want to make sure this is looked at properly. So we can locate your account and have the right team follow up, please share your details with us through our Request for Information form here.
Once we have those details, a member of our team will be in touch with you directly to discuss your situation and the next steps. We truly appreciate your patience in the meantime.
An indescribable joke
An indescribable joke, I created an account, they activated the bank account but when I wanted to activate the payment methods they rejected it in 2 seconds, so the site verification is based on AI, it is not checked manually, they don't even care, they should be checked, I think they steal identity data, they don't offer any service in advance, I understand that transfers through the bank accounts they offer are blocked instantly, the money is held for weeks, for the time being to avoid, they don't seem serious
EDIT:
I tried to activate payments and my request was rejected in 30 seconds, it's impossible for a real person to verify the site and the services offered on it, so stop the nonsense and stop collecting identity documents, as for your bank account you offer, I bet no one is interested as long as you have so many complaints about money blocked for months
EDIT:
There is no ticket, you simply rejected the payment activation, I am not interested in your bank account, you are a disaster anyway, I wrote so that people can see who they are dealing with
EDIT:
It's pretty obvious that something is wrong with this site, money blocked, account blocked, I asked for the account to be closed and they send emails saying they offer services, a mockery of everyone who has an account here
11 June 2026
Unprompted review
Reply from Airwallex
Hi Natasha. Thank you for taking the time to share your feedback, and we're sorry for the disappointment this experience has caused.
As a regulated financial institution, any information collected during sign-up or verification is used solely for the purpose of assessing and managing your account in line with our regulatory obligations. It is handled under strict confidentiality and data protection requirements, and we treat the trust customers place in us with that data very seriously.
We have received your details to investigate the activation outcome. However, we weren't able to find a ticket on our end. Please raise one through our Help Centre: https://bit.ly/4lr4Bcm and add any helpful information so our team can look into this for you and works towards a solution.
We appreciate you taking the time to flag this with us.
Great customer service
Great understanding of our issues and appropriate solutions was provided.
11 June 2026
Unprompted review
Reply from Airwallex
Thank you so much for your kind review, Arnab. We’re delighted to hear that the team had a strong understanding of your issues and was able to provide solutions that were appropriate and helpful.
We really appreciate your feedback and your support.
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