Sendwave customer service email — expert guide for fast, secure resolution

Overview and official contact channels

Sendwave is a specialist mobile remittance service founded in 2014 and integrated into the WorldRemit group following an acquisition in 2019. Its primary customer-service channels are the in-app Help & Support feature and the online Help Center at https://www.sendwave.com. Global customers commonly use the in-app chat for the fastest response; for issues that require written records, an email or web form submission is the right choice.

Because Sendwave’s support contact details and response process vary by country and regulatory region, the most reliable source for the correct customer service email or form is the app’s “Contact Us” screen or the Help Center page on the official site. If you cannot access the app, visit sendwave.com/support and follow the link for “Contact Support” to see region-specific email addresses or submission forms.

What to include in a customer service email

Sending a clear, complete email reduces back-and-forth and speeds resolution. Begin your message with a concise subject line (see examples below), then include the precise transaction details, account identifiers and timestamps. Attach a PDF or PNG of the transaction receipt produced by the app — this is often the single most helpful item for agents to trace a transfer across payout partners.

Avoid sending sensitive credentials (passwords, PINs). You should, however, provide the recipient’s name exactly as entered, the receiving bank or payout location, currency and amount, the date/time (with time zone), and any reference or transaction IDs from your app receipt. Be explicit about the problem (delayed, unreceived, incorrect amount, duplicate charge, refund request, etc.) and state the outcome you expect: refund, re-send, or investigation.

Critical details checklist

• Sender full name (as registered in Sendwave) and the last 4 digits of the phone number or email on file.
• Recipient full name, country and payout method (bank account, cash pickup partner, mobile wallet).
• Exact amount sent and currency (e.g., USD 250 → GHS), and the exchange rate shown on the receipt if available.
• Date and timestamp of the transaction (include time zone), and the transaction/reference number from the app receipt.
• Screenshot or PDF of the receipt or any error message; note the app version and device (iOS/Android) and OS version if relevant.
• Clear statement of the problem and the resolution you seek (refund, re-send, trace). Provide contact availability (phone/email times) and preferred language.

How to write the email: structure and sample phrasing

Keep your email professional and structured: 1) short opening stating who you are and the problem, 2) bullet or numbered list of transaction details (use the checklist above), and 3) a closing with your preferred contact method. Typical response times vary: in-app chat often responds within minutes during business hours, while emailed tickets can take 24–72 hours for an initial reply depending on volume and region.

Example subject lines that improve routing: “Urgent: Unreceived payout — Transaction ID [XXXXX] — USD 150 — Ghana — 2025-08-01” or “Duplicate charge — Transaction ID [XXXXX] — please refund.” Clear subject lines and including the transaction ID in the first line of your email reduce average handling time by enabling agents to open the transaction immediately.

Escalation steps, timelines and practical expectations

Typical outcome timelines: instant payouts should be delivered within minutes; if a payout partner delays, tracing can take 1–5 business days. Refunds to the original funding source (bank/card) may take 3–14 business days depending on the bank and card network; international bank reversals or chargebacks can require 30–90 days. If you have not received a substantive reply in the timeframes above, escalate by replying to the ticket thread and requesting a manager review.

If a resolution is still not reached, practical next steps include contacting your card issuer or bank to open a dispute (provide the Sendwave support ticket ID), and, where applicable, filing a complaint with the financial regulator in your country. Keep all correspondence and receipts stored as PDF/PNG; regulatory or bank disputes require documentary evidence.

Escalation checklist

• Confirm you’ve attached the receipt and transaction ID to the original ticket.
• If no response in 72 hours, reply requesting escalation and include the ticket number and a clear deadline (e.g., “Please respond with next steps by 5 business days”).
• If unresolved after escalation, contact your bank/card issuer with the Sendwave ticket ID to initiate a chargeback or dispute; keep the regulator contact details ready for filing a complaint.

Security, privacy and best practices

Never share passwords, full payment card numbers, or two-factor codes through email. Legitimate Sendwave agents will ask for transaction-specific information but never request account passwords or full card details. For privacy, redact non-essential digits when possible (e.g., show last 4 digits of a card). Maintain copies of all correspondence and receipts for at least 120 days — many investigations and chargeback windows require records within that period.

Finally, for the most reliable contact route, open the in-app Help & Support and start a ticket there; the app includes secure routing and typically logs your device/platform details automatically, which reduces manual verification steps and speeds resolution. If you must email or use a web form, always verify the URL (sendwave.com) and confirm the support address shown in the app to avoid phishing attempts.

How do you get your money back from Sendwave?

There is no automatic way to recall funds if it goes to the wrong account. Sendwave will have to contact our partner Rendimento who has to work with the local 3rd party bank to contact the wrong beneficiary and request the funds. That account holder has to authorise paying back the funds.

How do I contact making waves customer service?

Our team is available Monday-Friday 8:am-5:00pm. Messages sent will be responded to within 48 hours. For faster service, call us at 352.602. 0568.

How to reverse money sent through Sendwave?

If you happen to send funds to the wrong recipient, please get in touch with us as soon as possible and we’ll try to help. Please note: we cannot reverse funds that have already been utilized, even by an unintended recipient.

How do I contact Sendwave customer service?

1. +1 701 515 4355 (US/CA)
2. +1 844-933-5122 (US Toll-Free)
3. +44 203 695 0880 (UK)
4. +39 02 3057 8468 (Italy)
5. +353 1800 851 994(Ireland)
6. +34 900 751 907 (Spain)
7. +33 8 00 90 94 13 (France)
8. +32 80 07 33 74 (Belgium)

How do I contact Wave customer service?

The support team does not have an inbound phone line. You can chat to support or submit an email request through Mave. You can access Mave through your Wave account in your web browser or the Wave mobile app.

How to file a complaint against Sendwave?

You can make a complaint by contacting us on our 24/7 in-app chat, by telephone, or by post using the contact details on our contact us page here. Please include the following: Your user number. Transaction number(s) if your complaint is about a specific transfer.