We may ask you for additional documents to process your transfer.
This article explains:
- How we'll contact you if you need to provide additional documents
- How to submit documents
- How to use the document upload tool
- The documents that we accept
- How long reviews take
- How you'll know when the review is complete
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What you should do if you can't provide documents immediately
How will I know if I need to provide documents?
We’ll contact you if you need to provide additional documents.
If you made your transfer on the Ria app or website:
- Email: We'll email you to request additional documents.
- In-app notification: You’ll also receive a notification on the Transfer Confirmation screen in your account.
If you made your transfer at a Ria location:
- Phone: We'll call the phone number registered to your account if we don't have an email address for you
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SMS: If you’ve opted into SMS notifications, we’ll send a message to the phone number registered with your Ria account.
How do I submit documents?
App or Ria website transfers
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:
- Click Upload documents now.
- Choose the document type. Learn more about the types of documents we accept.
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Upload your file:
- Take a photo of the document or upload an existing image or file from your device.
- Make sure that the document is clear, complete, and includes all required information. If the document is double-sided, upload both sides.
- Click Submit document.
- When you submit, you'll be directed to the Documents received screen. Your transfer will be on hold while we review your documents.
In-store transfers
If you made your transfer at a Ria location, you'll need to return to this store with your documents. Your Ria agent will upload the documents for you.
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When your documents have been uploaded, your transfer status will be Documents in review.
How to use Ria's document upload tool
Please follow the steps below if you receive an SMS asking you to upload your documents:
- Follow the link in the SMS to start a conversation with our virtual assistant, Aria.
- Enter your full name and the order number associated with the document request.
- Select the document type from the dropdown.
- Click the + icon to upload a file, document, or image from your device.
- Repeat the process if you need to upload multiple documents.
- Once you've submitted your documents, we'll let you know how long the review is likely to take.
Important! When you upload a document, please make sure that all content is clear, visible, and in focus. If the document is double-sided, you’ll need to upload copies of both sides.
Which documents do you accept?
Proof of funds
We accept these documents for proof of funds:
- Bank statement, issued within the last 90 days
- Your three most recent pay slips or pay statements
- Loan letter which shows your income
- Any other official document that proves your income
Proof of identity
We accept these identity documents:
- Government-issued ID (e.g. passport, driver’s license, or national ID)
- Residency permit or immigration documents, if applicable
Proof of transfer purpose
We accept these documents as proof of transfer purpose:
- Invoice or bill supporting the payment purpose
- Legal contracts or agreements
- Other documents that show why you're making the transfer
How long do reviews take?
Reviews typically take 1 hour. Sometimes we might need longer.
How will I know when the review is complete?
If you made your transfer on the app or website, we'll email you and send you a push notification if you have enabled push notifications.
What should I do if I can't provide the documents immediately?
App or Ria website transfers
Your transfer will be On hold until you have uploaded your documents. If we don’t receive your documents within 7 days, we’ll cancel your transfer.
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
In-store transfers
You have 7 days to provide your documents in-person at the Ria location where you made your transfer. If you don’t provide your documents within this time, your transfer will be canceled.