This guide explains how to respond to requested additional information in the platform. It walks you through viewing requirements on your dashboard, submitting initial responses and documents, and providing additional supporting documents while your request is under review.

Use this guide to understand what information is required, how to upload the correct documents, and how to submit your responses for verification. Following these steps helps the Onboarding Team complete the necessary compliance and due diligence checks as efficiently as possible.

Next Steps:

1. Log into your OFX account.

   1. Go to the OFX page at https://www.ofx.com/ and log-in

2. Submitting Initial Requirements

   1. When you log in to your account, your requested information will be visible directly on the Dashboard.

      

   2. Select a requirement to view the request details. Respond to an information request.

      

   3. Read the specific message from the Onboarding Team.

      

   4. Fill out your response in the provided field.

      

   5. Once finished, click "Submit for verification".

      

   6. Click "Done" to close the confirmation window.

      

   7. Move on to the remaining requirements on your dashboard. Respond to a requested document upload.

      

   8. Refer to the list of Acceptable documents for guidance.

      

   9. Click "Browse files"** to select and upload your document.

      

   10. Click "Submit for verification".

       

   11. Click "Done"** to close the confirmation window.

       

Providing Additional Documents Mid-Review

1. If you need to submit extra supporting documentation while your request is still pending review, navigate to "Setup".

   

2. Click "Upload documents" under the Company Onboarding section.

   

3. A list of your already submitted documents will display. Click "Browse files" to add your new supporting documentation.

   

Tips:

1. Why do you need additional information?
   As we operate in a highly regulated environment, we are required to adhere to compliance and AML/CTF regulatory requirements, and as such conduct due diligence checks on our customers.
   

2. What if I can't provide the information you've asked for?

   1. If it is a text request, please explain the reason why the specific information cannot be provided as part of your response.

   2. If it is a document request which does not support a text response, please contact us at business@ofx.com.
      

3. I've shared the wrong information, what do I do?

   1. If it is a text request, please contact us at business@ofx.com.

   2. If it is a document request, please refer to Providing Additional Documents Mid-Review in this article.

Why is this important:

This page is important because OFX operates in a highly regulated environment and must conduct compliance and AML/CTF due diligence checks on all customers. Responding accurately and promptly to additional requested information helps the Onboarding Team complete verification faster, reducing delays to account activation. The page also addresses common scenarios — such as being unable to provide requested information or having submitted incorrect documents — so customers know exactly how to resolve issues without unnecessary back-and-forth.

Related FAQ Articles:

• https://ofx.atlassian.net/wiki/spaces/eka/pages/edit-v2/3950215169