Wise Help Center15. Troubleshooting
My credit math looks wrong
This almost always traces back to the Calculation Rule under Settings → Sessions → Credit Settings (9.2), which has two very different modes: Session Count
Attendance shows a session participant as "outsider"
Attendance is matched by display name, not by account.
Can I test payments before going live?
There's no sandbox/test-card mode for Stripe on Wise today — testing a real payment means running an actual small charge against a test student account, no
My own admin login is suddenly blocked
A persistent login block (not a wrong-password error, but being refused entirely) is sometimes caused by your current IP address being flagged by an automa
How do I preview what a tutor or student actually sees?
There's no built-in "view as" mode for admins today.
Recordings: who can see them, and for how long?
By default, session recordings are kept for 45 days, streamed from the platform rather than downloadable by students, and visible to students only if "shar
A billing plan I just added isn't charging for older sessions
This is expected, not a bug: billing plans only apply prospectively, from the date you set them up.
Can I change our institute code after setup?
Your institute's display name can be changed any time.
WhatsApp messages show "Wise" instead of our business name
This is the default behavior unless you've separately set up WhatsApp white-labelling through Interact (a third-party WhatsApp Business integration) — simp
A tutor or student can't join a session
A short, concrete checklist that resolves most join problems: Use Chrome or Firefox.
Can I hide content students have already seen?
Not today. Wise's content drip settings only control when content first becomes visible (immediately, a set number of days after enrollment, or a specific
A tutor's payout total never resets to zero
That's expected — there is no "mark as paid" action that zeroes out a tutor's running payout total.
Does Wise actually pay our tutors?
No. Wise only calculates and displays what each tutor is owed — visible to both the admin and the tutor themselves — it never disburses the actual payment.
What does "a session" actually mean?
A lot of billing confusion comes from "session" quietly meaning three different things depending on who's asking: Wise's own billing to you — any Zoom meet
A registration form keeps saying "invalid email or phone number"
Before assuming this is a bug, try the form with a genuinely unused email and a correctly-formatted phone number, including a real country code.
Our branded mobile app is taking a long time
A fully white-labelled mobile app (your own name and listing on the App Store / Google Play) requires DUNS business verification plus your own Apple Develo
A postpaid auto-charge didn't fire when I expected
Once a parent's card is saved (from their first manual payment), every later postpaid invoice auto-charges automatically — but the grace period you've set
We missed a new sign-up because no one was alerted
There's currently no dedicated "new student registered" alert that pushes to your admin team — the only built-in signal is the general in-app/push notifica