• Tell the user what happened and what they need to do (if possible).
• Say sorry if Wise is at fault.
• Write in full sentences and put a full stop at the end.
• Include ‘please’ if the message includes instructions.
• Prioritise being clear and concise, but still human — remember that this could be a stressful situation for the user.
• Draw on the mission pillars where possible.

• Don’t place blame on the user.
• Don’t add in-line links.
• Don’t promise things you can’t deliver (even if it sounds better).
• Don’t use jokes, metaphors, or anything that belittles the situation like ‘Oops’ or ‘Uh oh’.

See our tone of voice.

Some situations call for a tailored error message. But in situations that occur across the product, we can use the same message for consistency.

This library provides some standard error messages for particular situations.