This guide explains how to respond when a re-request information or documents is available in the platform. It walks you through finding the re-request on your dashboard, reviewing the reason for the request, checking previously submitted files, uploading the corrected document, and submitting the updated information for verification.

Next Steps:

1. Log into your OFX account.

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

2. Handling Re-requested Information

   1. If the team needs additional information, you will receive a notification email.

   2. Navigate back to the Dashboard and check the request status. Expand the requirement.

      

   3. There is a message explaining why the specific document was re-requested.

      

   4. You can view your previously submitted files for reference.

      

   5. Upload the correct document.

      

   6. Click "Submit for verification".

      

   7. Click "Done"** to finish your resubmission.

      

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 Anti-money Laundering/Counter-Terrorism Financing (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

• How do I respond to requested additional information?