How Key2Law helped a client avoid the suspension of a Wise business account

For international companies, losing access to a payment platform like Wise can mean frozen transactions, delayed deliveries, and damaged relationships with partners. This risk became real for a B2B cosmetics distributor when Wise incorrectly assumed that the company was selling pharmaceutical products, which are restricted under its Terms of Use. The client turned to Key2Law for urgent compliance assistance to protect its account and ensure business continuity.

Client

A medium-sized B2B company specializing in the international distribution of cosmetic products.

Challenge

The client received a notification from Wise stating that their business activity appeared to breach the Wise Terms of Use. Wise incorrectly assumed that the company was engaged in the sale of pharmaceutical products, which are prohibited on the platform. In reality, the client’s business was fully legitimate and limited to cosmetics distribution. The notice required urgent clarifications, with the risk of account suspension if not resolved. Since Wise served as the client’s primary financial tool, the situation posed a serious threat to daily operations and international payments.

Solution

Our team conducted a thorough review of Wise’s Terms of Use and prepared a comprehensive response to the inquiry. We explained the client’s business model in detail, highlighting its compliance with Wise policies. The submission included contracts, invoices, and transport documentation to demonstrate the lawful flow of funds and the nature of the transactions.

Process

1. Comprehensive review of Wise’s Terms of Use and identification of the misinterpretation.
   
   
2. Drafting a clear and structured explanation of the client’s B2B cosmetic distribution activities.
   
   
3. Collecting and presenting supporting evidence, including contracts, invoices, and shipping data.
   
   
4. Preparing a professional submission to Wise to resolve the issue without escalation.

Result

Wise accepted the explanations and confirmed that the client’s account would remain active. The company avoided account suspension and continued using Wise as its primary financial platform without interruption. This proactive regulatory support ensured business continuity, safeguarded client reputation, and protected ongoing international operations.

Client Feedback

“Thanks to Key2Law’s assistance, we managed to clarify our business activity with Wise and avoid losing access to our account. The team was precise, professional, and very responsive throughout the process”.