Sendwave customer service hours — complete practical guide

Overview of Sendwave support channels

Sendwave’s customer service is primarily digital: the company routes inquiries through the mobile app Help/Support flow, an online Help Center (help.sendwave.com), and email correspondence rather than a general public call center. Most modern remittance fintechs — including Sendwave — prioritize in-app support because it links messages directly to your account and transaction IDs. For immediate diagnostic steps (screenshots, transaction IDs, device details) the in-app channel is the most efficient route.

Because Sendwave serves senders and recipients across 50+ corridors (examples: USA→Kenya, UK→Ghana, Canada→Nigeria), published “office hours” are not a single timezone. Instead, the company uses a hybrid model: automated 24/7 help articles plus staffed agents covering peak windows in major corridors. The app and Help Center (https://help.sendwave.com) are the canonical places to check for the latest contact availability and any country-specific notes.

Typical customer service hours and expected response times

Typical coverage model: automated support content is available 24/7; staffed agents usually cover at least 12–16 hours per day for high-volume regions. In practice that means live agents commonly operate roughly between 08:00 and 22:00 local time in major sender markets (for example Eastern Time for USA senders, GMT for UK senders). Overnight hours can be limited, and response times during regional public holidays can extend.

Response-time expectations you can reasonably use when planning: automated replies or acknowledgement immediately via the app; live-agent replies often within 1–12 hours during staffed windows; email replies within 24–72 hours. For urgent issues (funds not delivered, debit without confirmation) escalation workflows usually aim to provide a status update within 24 hours and a resolution or formal escalation path within 3–5 business days. These timeframes are industry-typical and reflect how Sendwave and similar remittance apps manage multi-country operations.

How to contact Sendwave — exact steps and what to expect

Best practice is to open the Sendwave app, tap Help or Support, select the affected transaction (if applicable), and submit a message. That in-app ticket automatically includes account context: transaction ID, timestamp, sender/recipient country and payout method. If you prefer web support, go to https://help.sendwave.com and follow the “Contact” prompts; the Help Center also contains step-by-step troubleshooting articles for common problems (failed payments, bank rejections, KYC requests).

Sendwave generally does not publicize a universal customer-service phone number for general inquiries; phone support is rare in app-first fintechs. If a phone contact is required (for business customers or specific investigations) support staff will usually provide a direct callback number or agent contact inside the open ticket. Always include a complete transaction ID, the exact amount and currency, the date/time of the transfer, and the recipient’s full payout details to speed handling.

Information to include in your support request

• Transaction ID (exact string from the app), send date/time (e.g., 2025-08-15 14:32 UTC), and amount with currency (for example USD 250.00).
• Sender account email or phone number, recipient name and payout country (e.g., Kenya — M-Pesa), and any error messages/screenshots. Include device OS and app version if relevant (Settings → About shows version, e.g., 5.12.3).
• Bank/agent reference numbers, screenshots of failed bank responses, and whether funds were debited from your bank or card (yes/no). These data points reduce back-and-forth and shorten resolution time.

Holidays, peak times, and corridor-specific notes

Expect longer wait times around major holidays in sender and recipient countries — for example U.S. federal holidays (New Year, Independence Day), UK bank holidays, and end-of-month salary cycles in many African and Asian corridors. Peak volume often occurs on Mondays and the first three business days of a month; on those days average reply times can double compared with mid-week low-volume days.

Some corridors have partner bank or agent cut-offs that affect when Sendwave can investigate or complete payouts. For instance, if the payout partner operates 09:00–15:00 local banking hours, an investigation started after that window may not progress until the next business day. That’s why in your message you should note both sender timezone and recipient country — the support agent will check the partner’s operating hours for the exact payout network involved.

Escalation, refunds and dispute timelines

When a transfer is delayed or a refund is needed, the typical fintech workflow is: acknowledge (within 24 hours), investigate (1–5 business days), resolve or escalate (within 5–10 business days). For refunds where funds must be reclaimed from a payout partner, the full reversal can take 3–30 business days depending on the partner’s reconciliation process. Keep records: screenshot confirmations, bank statement line items, and the Sendwave transaction ID.

If your case requires regulatory escalation (e.g., suspected fraud, AML hold), Sendwave’s compliance team will engage and provide a timeline; these investigations can legally require extended hold times while documents are verified. If you need an urgent outcome for business-critical transfers, request an explicit SLA for your ticket and ask the agent for a case reference number you can use when following up.

Tips for faster resolution and follow-up

• Always use the in-app support option for transaction-related issues — it ties the request to your account and reduces verification time.
• If you receive a KYC request, respond with requested documents (ID front/back, proof of address) in a single upload; incomplete submissions are a leading cause of delays.
• Note timestamps in UTC when reporting problems (e.g., “Sent 2025-08-15 14:32 UTC”) and keep a single open ticket rather than re-submitting multiple duplicate requests; duplicate tickets slow overall processing.

Is Sendwave open today?

24/7 in-app support available now
Reach out any time for assistance in the Sendwave app.

Does Sendwave refund money?

Sendwave will pay all refunds (whether resulting from a canceled or disputed remittance) either by a credit to your Payment Account or by check, at Sendwave’s option. Alternatively, you can choose to have Sendwave process the remittance again for no additional charge.

Why is Sendwave closing?

Americans send billions of dollars to loved ones abroad each year. Today, the Consumer Financial Protection Bureau took action to hold Sendwave, a WorldRemit company, for tricking people who were sending money to their family overseas and putting illegal fine print into their contracts.

Who owns Sendwave in the USA?

Chime (doing business as Sendwave) is a nonbank fintech company incorporated in Delaware with its principal place of business in Boston. It is a wholly owned subsidiary of WorldRemit, which had total revenues of nearly $400 million in 2021.

How do I contact Sendwave 24 7?

The best way to contact us is through email [email protected]. You may also call us for support at +17015154355 (US & Canada); for additional phone numbers by country, please visit https://www.sendwave.com/support.

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.