Why do I need to provide information again?
Why do I need to provide information again?
To ensure we meet our regulatory requirements, we may request additional information or proof to validate information about your business, identity, or transactions.
The requests for information can happen due to a routine check, or because of unusual activity within your account.
Submitting information for verification requests
If we need more information from you, you'll see a banner on your 'Home' screen stating that we need some information from you. Click on the banner and follow on-screen instructions to submit your information. You can add multiple files if required. Our support team can’t upload documents for you.
A notice will also be sent to your email with a link to submit the requested information. If you click on the email link and there's no visible information request in-app, we may have already found the information we need and no longer need you to submit it.
Only account owners and admins can view and action requests. If you can’t find the request, please ask your account admin to look into it for you.
How long do I have to submit the requested information?
You’ll be given 21 days to submit the requested information before your account is limited. Account limitations can affect one or more of the activities listed below (depending on the circumstances or reason for limitations):
- Receiving transfers
- Sending transfers
- Card payments
- Merchant actions
- Currency exchange