How to avoid delays when supporting documentation is required

Option 1

If you are expecting an incoming transfer from a new counterparty or initiating an outgoing transfer for which you know we will need supporting documentation, you can submit the relevant documents directly to the team. Contact us via the Help page in your account dashboard or submit a request here.

Option 2

When sending an outgoing transfer, you can attach supporting documentation on the Payment description page by clicking the Add file button:

Option 3

If you attempt to initiate a transaction via the Payset platform and we require supporting documentation, you will see a notice next to the transaction: "Supporting documents required."

Click on the transaction to view the details and click "Submit files:"

You can also submit files via the "Transaction status" tab:

Once you click "Submit files" you'll see all the requirements listed on the "Upload documents" page:

To ensure we can process your transaction as quickly as possible, please respond promptly to any requests for further information.