A request for information (RFI) means additional details or documents are needed to review an account or transaction. Read the request carefully and respond to each item.
Respond within 21 days
HiFi RFIs require a response within 21 days of the request being sent. Follow the deadline stated in your notice. If the date or required information is unclear, contact Compliance promptly rather than waiting until the deadline.
Missing the response deadline can result in the affected transaction being returned and, in some cases, your account being closed. Do not assume that contacting Support extends the deadline.
How to respond
Check the request and identify every question or document required.
Submit complete, accurate information using the secure method provided in the request.
If you cannot provide an item, explain the issue to Compliance before the deadline and ask what is needed next.
Keep the request reference so follow-up messages stay attached to the same case.
After you submit
Submitting a response does not mean the RFI has been closed or the transaction has been approved. The reviewer may ask follow-up questions. Check for updates until the review outcome is confirmed.
For help understanding a request, contact [email protected]. Ask for a secure submission method before sending sensitive documents. Never share passwords, sign-in codes, seed phrases, or private keys.
Still need help?
For questions about an RFI, contact Compliance and include your request reference. For general account or technical help, contact Support.
Contacting the team does not extend your response deadline. Ask for a secure submission method before sending sensitive documents.