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If something has gone wrong, tell us. We record every complaint, aim to acknowledge it in writing within 2 business days, and give you our final response within 20 working days.
If your issue is a live payment problem - a stuck release, a question about a dispute in progress, or something urgent - our support team can usually resolve it faster. Use this form for a formal complaint: something you want on the record, or an issue support hasn't resolved to your satisfaction.
You can also email your complaint to support@wlbr.app. We'll record it with the date we received it.
No account needed. Enter your reference and we'll email a one-time code to the address that lodged the complaint.
Sign in with the account you used to lodge the complaint. If you lodged it without signing in, sign in and verify the email used on the complaint.
Sign in to check statusYou can still lodge a complaint without an account. If you cannot access the original email, contact support with your reference.
Wlbr is the trading name of Financial Technologies Limited, a registered financial service provider (FSP1012829) and member of the FSCL dispute resolution scheme (registration 9690). FSCL is an independent, free dispute resolution service approved by the New Zealand government.
FSCL is an independent dispute resolution scheme approved under the Financial Service Providers (Registration and Dispute Resolution) Act 2008. It's free for you to use. It considers complaints about Wlbr's own service, such as how we handled your payment, refund or account. It doesn't decide disagreements between a payer and the person they paid about the goods or work themselves.
You can refer your complaint to FSCL if we haven't given you our final decision within 20 working days of receiving it (or within the longer time we've told you about in writing, which is never more than 40 working days), if you don't accept our final decision, or if we tell you in writing that we've reached deadlock.
FSCL decides whether it can consider your complaint. Its rules set a time limit for referring a complaint after deadlock (currently three months), so please contact FSCL promptly.
Phone: 0800 347 257 (from overseas +64 4 472 3725)
Post: PO Box 5967, Wellington 6140
Office: Level 4, 101 Lambton Quay, Wellington 6011