If you're a customer in Europe, we might ask you to provide additional documents before we can complete your transfer. 

In this article you will read about: 

• How you provide documents
• Which documents you can use
• What your documents need to show
• What happens after I've provided my documents?
• What happens if I choose to provide documents later?

How do I provide documents?

For customers sending via the app, website or a digital partner:

If we need additional documents from you, you'll see the message 'We need more info' before you complete your transfer. You can choose to Upload documents now or click Do it later. 

To upload documents when prompted:

1. Choose the type of document you'll share
2. Make sure that the document you upload shows everything we need to see
3. Click Upload document
4. Take a picture of the document, choose a saved image or upload a file
   • Make sure your image or file shows all information and that it's clear, not blurry or grainy
5. Click Submit document
6. You'll see the Documents received screen. Your order status will be On hold whilst we review your documents. 

For customers sending in person at a Ria location:

If we require additional documents and we have your email on file, we will send you an email detailing the information needed from you. Please follow the directions in the email to provide the documents.

If we do not have your email on file, we will contact you on your registered phone number to inform you that more information is needed.

In either case, you can bring your documents to a Ria location where an agent can upload the documents on your behalf.

Which documents can I use to show where my money came from?

You can choose to upload any one of the following types of documents:

• A bank statement, issued within the last 90 days
• Your three most recent pay slips or pay statements
• A loan letter which shows your income
• Any other official document which shows proof of your income
   

What do the documents I send need to show?

If you choose a bank statement it must show:

• Your income over the last 90 days
• Your name and address, matching the name and address on your Ria account

If you choose a pay slip or pay statement you'll need:

• To upload your 3 most recent pay slips or statements
• Make sure that your pay statements show your name and address and that they match the name and address on your Ria account

If you choose a loan letter it must show:

• Your income
• Your name and address, matching the name and address on your Ria account

If you choose any other official document it must show:

• Your income
• Your name and address, matching the name and address on your Ria account
   

What happens after I've provided my documents?

For customers sending via the app, website or a digital partner:

The status of your transfer will change to Documents in review. Reviews typically take 3 hours, but in some cases we might need more time.

We'll let you know when we've finished reviewing your documents, so keep an eye on your emails and turn on push notifications in the app. 

For customers at an in person Ria location:

Once you provide the necessary documents in person, your transfer status will be updated to Documents in review. You will be notified via phone once the review is complete.

What happens if I choose to provide documents later?

For customers using the Ria app or website:

If you're not ready to upload your documents, you can click Do it later and come back at a better time for you. The status of your transfer will be On hold until you upload your documents.

When you're ready to upload your documents: 

• Click Track in the app, or Track Transfers on the website
• Choose your transfer and upload your documents

You'll need to upload your documents within 7 days, otherwise we'll cancel your transfer.

For customers using an in person Ria location:

If you're not ready to provide your documents at the time of your transfer, you can return to the Ria location with your documents within 7 days. If documents are not provided within this time, your transfer will be canceled.