Airwallex Reviews 

The worst customer service I have ever experienced in my life. They are scam artists posing as a fin-tech company and should be globally shut down.

Airwallex restricted my account after querying a transaction (one we have done many times over the last few years, to pay our team abroad). I submitted the requested documents immediately, and were told it would take 1-5 business days to review (as outlined on their website).

It has now been over 8 weeks with no update. Every time we speak to customer service (via email and tickets as this is the only way) we are told to wait. That is literally the update.

I have raised numerous formal complaints, none of them have been replied to.

I can't speak to anyone in person as they do not have a UK phone number and the AI chat refuses to send me to a live human.

How a financial company can be allowed to run a business and handle money with this lack of service is beyond me.

AVOID AT ALL COSTS IF YOU VALUE BEING ABLE TO ACCESS TO YOUR OWN MONEY AND SPEAK TO A HUMAN AT CUSTOMER SERVICE.

Possibly the most corrupt financial institution out there. regularly holds deposits and refuses to release funds whilst hiding behind the lie of compulsory money laundering checks. Their customer service is non existent and I would recommend avoiding like the plague

I used Airwallex for several smaller transfers (up to $5K) without issues, so I trusted the platform with a $15,000 transfer. The app showed 1-2 day delivery. Instead, the transfer was frozen with no proactive communication.

After 5-6 emails through their AI support, I finally got a request to submit proof of funds from Stripe. I submitted it within 10 minutes. Since then, complete silence. Multiple follow-up emails asking for an update have gone unanswered, and my funds are still stuck.

I understand compliance checks are real and necessary. But this should be handled during onboarding, not by freezing a live transfer after the money has left. For a small business, cash flow is everything. Holding $15K hostage with zero updates puts real strain on operations.

What makes it worse is the support experience. No timeline, no updates, no human follow-up. Just silence after they received exactly what they asked for.

I was planning to move larger volumes through Airwallex. Not anymore. My previous provider charged premium fees, but the money arrived on time, every time. I would take that trade every single day over losing access to large sums with no communication.

I do not recommend Airwallex for anything beyond small transfers until they fix how they handle compliance reviews and customer communication.

⭐ 1 Star — Missing 1,434.29 AUD —
12 Days No Response

I have been using Airwallex for my
e-commerce business. Three deposits
totaling 1,434.29 AUD have completely
disappeared from my account.

Timeline:
- July 6 — 427.21 AUD deposit rejected
- July 8 — 122.10 AUD deposit rejected
- July 9 — Submitted all compliance
documents as requested
- July 18 — 884.98 AUD deposit disappeared
- All three payments now GONE from my
account
- 12 days — ZERO response from support

I submitted every document they asked
for 9 days ago — beneficiary
clarification, business details, shop
verification — and have received no
acknowledgment, no update, and no
resolution.

My business funds are being held with
no communication. This is completely
unacceptable for a financial services
company.

I would not recommend Airwallex for
any small business relying on timely
payment processing.

Froze funds for over 7 days, no office hours support in Australia, terrible customer service. You cannot use Airwallex to run a business.

UPDATE: Trustpilot sent me an email saying if I did not provide the case number they would reject my review, I provided it and Airwallex proceeded to gaslight me with the response below. Compounding on my poor experience with them.

Account suspended after 2 years.. asked for proofs of business activity..provided..
Now manager says talk to customer support and customer support says talk to manager.
No phone number ..nothing.
Shitty fintech ruined my business.

They are the best bank I have ever deal with!
Very fast and great customer assistance!
I recomand this bank in Hong Kong!
Mariana Esfahani
Trade Finance Capital

Surprisingly so many 1 star review, but not so surprised if you have gone through the Airwallex account suspension process. They truly able to deliver the 1 star experience once they don't want any business with you.

Being in a regulated business sector, as they claimed themselves as "financial institution", doesn't mean you could treat your customer without respect. If Airwallex truly care about customer experience, even if it means the relationship has to be ended, it can still be handled professionally, which they did not. Black-box process with the shield of Terms and Conditions / AML regulation, meaning from the moment they identified you as a hazard, you will be treated as a hazard and all the dehumanised treatment came. Speaking from a soon-to-be former customer.

For anyone who is considering Airwallex, don't put all eggs in this basket.

Very disappointing service. My application was rejected without any clear reason, and support refused to explain why. They simply stated that the decision was final and would not be reconsidered. I spent time completing the application and verification process but received no transparency. My experience with Airwallex was frustrating and I would not recommend it.

This company is currently holding 30k worth of funds from a small business! I can’t even feed my kids because of the damage it’s caused me financially for absolutely no reason.

This company acts of fraud and causes business harm and repetitional damage.

I have reached out only to be referred to someone in AI! No real humans. I have to reach out on LinkedIn and also the FCA.

They are absolutely awful! Stay completely clear from them.

Airwallex has frozen £15,730 of our company money since 12 June 2026. We provided full documentation (invoice, proof of payment, collection confirmation) instantly. Every follow up is stonewalled with 'no further information' can be provided. It's a disgraceful practice. Managing cashflow is the most important part of running a successful business. Seeing how other entrepreneurs grow their capital using,Ṁonetıan premiums makes me wish I had started using it a long time ago

The friendly and clear instructions resolved all my questions.

This company have done everything and more to impact my business in the worse way! They are currently holding over £32,000 and a termination for no valid reason whatsoever.

We have mouths to feed and what you are doing is killing us! You are already keeping money in reserves so a partial release seems effective but you are greedy and with a new fund raising of over 300 million you think hello a small business would be something they are willing to do but no!

Do NOT use them! They take too much money and then keep it!

Due diligence warning: Protect your money by reviewing severe operational risks buried inside Airwallex standard contracts.

From experience, the following clauses restrict accounts, freeze capital without explanation, and decline services—locking away funds for a minimum of 180 days (6 months) without access.

[Clause 19.5 - Payments Terms - Unacceptable Risk Suspension/Termination]: Grants Airwallex standard-form power to instantly terminate services based on subjective risk classification, leaving no room for immediate commercial appeal.

[Clauses 7.10 to 7.12 - Payments Terms - Reserve Account and Right of Retention]: This seems to establish an unyielding right to freeze 100% of the account balance for a minimum of 180 days to cover potential network chargeback liabilities.

[The Predatory Billing Loop - Platform Subscription Terms]: In my experience this sets up a "no service for fees" situation where cancellations are contractually blocked unless your balance is zero. Because a risk freeze makes it physically impossible to transfer funds out, subscription fees continue to accumulate on a completely frozen account.

FACT: All the above just happened to me. Airwallex’s automated systems completely bypass human common sense, relying on heavy-handed algorithms instead of logical human review.

My Background & Context
I operate a specialized e-commerce business (17 years part-time, 3 years full-time as a registered entity). I chose Airwallex in good faith to handle international growth and manage currency exchange rates.

The Operational Timeline.

The Onboarding:
I provided required documents. Airwallex approved the account. My Account Manager explicitly confirmed my website profile and expansion plans were exactly what the platform was designed for.

The Transaction:
I processed two small test deposits—one from myself and one from a US customer. Following this, I generated a $1,000 USD invoice inside Airwallex. This testing process and the upcoming transaction were discussed beforehand with my Account Manager on the phone. He was fully aware and assured me it was no problem.

The Freeze:
The moment the funds officially cleared, a Termination Notice was issued and 100% of my capital was immediately frozen under [Clause 19.5] with zero warning.

The Fee Trap:
While frozen, Airwallex continued charging monthly subscription fees. Support advised me their algorithm only stops billing at a zero balance. However, because their own restrictions blocked outward transfers, I was physically prevented from creating a zero balance—this felt like a never-ending loop that would continuously deduct capital and erode frozen money. After severe pushback, a human operator finally manually overrode the system, refunded the charges, and cancelled future fees.

The Escalation & Regulatory Response
Airwallex issued a formal Internal Dispute Resolution (IDR) decline. They refused to look at my spotless 3-year commercial processing history from alternative gateways, including Stripe (a platform with a harsher automated risk engine where my business has zero compliance issues). Despite this proof of safety, Airwallex declined to shorten the 180-day freeze under [Clauses 7.10 to 7.12].Crucially, Airwallex's official IDR timeline omitted my Account Manager's explicit approvals and the fact that I had launched an AFCA complaint—even though I provided them with the formal AFCA complaint number.

"Under Section 912A(1)(a) of the Corporations Act 2001 (Cth), financial licensees are legally required to act 'efficiently, honestly and fairly.' In my view, Airwallex's failure to meet this standard forms the primary basis of the argument I am currently presenting to AFCA."

My Final Verdict

Following my AFCA complaint, Airwallex upheld the 180-day freeze on my money and termination of services. I have officially rejected their opening response and declined this as a resolution to AFCA, forcing a manual investigation.

According to the publicly available AFCA Complaint Fee Schedule (Case Management Stage), forcing a dispute into a manual case review obligates a financial licensee to absorb standard case fees of $2,392.84 ($2,632.12 including GST). Airwallex is now openly happy to incur third-party regulatory fees that are twice the amount of the actual $1,300 balance they are holding—all without offering a logical explanation. They appear completely prepared to absorb commercial dispute costs that outweigh the actual funds in question, which I believe says everything you need to know about their operational priorities.

NOTE: Every claim in this review can be fully verified via records. Case advanced to manual AFCA Case Management. Fee triggered.

UPDATE — 9 JULY 2026 — DAY 22

Airwallex has now held €21,141.60 of Sportex Intelligence Ltd’s funds frozen for 22 consecutive days with no lawful justification.

Their own internal deadline of 8 July 2026 has passed with zero resolution, zero communication, and zero release of funds.

Here is what Airwallex has done:
— Suspended our account without explanation on 17 June 2026
— Reversed our very first incoming transaction of just €99
— Promised a response by 8 July — and delivered nothing

We have now instructed legal counsel. A Letter Before Action is being prepared citing breach of contract, tort of conversion, and FCA BCOBS violations. A criminal complaint for misappropriation of funds is also being pursued.

Airwallex is a fast-growing fintech with an $11 billion valuation. They clearly have no interest in protecting the legitimate businesses that trust them with their funds.

Avoid Airwallex. When things go wrong, your money simply disappears.

I am writing on behalf of Trinity Roots
First of all I make an ACH transfer from my one my company accounts to Airwallex and they reject it. Take not that it’s the same company

Because of this I decide to try just about $11 wire transfer and it goes through. I decide to try send the from Airwallex to my personal account just to try and they reject the transaction then deduct charges.

Mind you they had previously rejected a 100 euro transaction giving me stating this same nonsense of internal policy unavailable to the public

When i complain they say that it was rejected due to internal policies not available to the public just making me understand that if I use the app for my banking transactions they will hold my money for no reason and I may never see it.

Customer service is extremely poor and I rate it 0/10 as you can never get anyone to expose your problem. You get to talk to a bot

friendly interface, fast payments

Watch out for this shady company!!

They hold your money for no reason, give no explanation, and contacting the Customer Support only gives you the same generic answer that they're 'looking into it'. This is their busines model, as you can see in other reviews as well. Dangerous company, they're thieves. I do not recomment. Not at all

Hi Airwallex, you mention to add info, but i cannot see where to do that??

Very bad, I cannot do the login, it throws me from the app, and I have money in cards. This is the most bad expiriance i ever had with any company, must remove them from all usage do not use this app ever again