We may need more information to understand or review a specific transaction. The request should explain what is needed for your case.
Information that may be relevant
- The purpose of the payment and your relationship to the recipient.
- Where the funds came from.
- Clarification of transaction details.
- Supporting evidence relevant to the question being reviewed.
How to respond safely
Check the request through the official app or contact support if you are unsure it is genuine. Use the transaction reference and a brief description when contacting us. Supply documents only through a confirmed secure verification or upload method.
Do not email identity documents, selfies, proof of address, financial documents, passwords, recovery codes or one-time codes. Do not send them in social messages.
While a review is open
Follow the status and next steps shown for your transaction. Missing information can delay a review. The outcome depends on the case and applicable service terms; this article does not promise approval, a return or a particular completion time.