Why we sometimes ask for more information
In shortAs part of keeping the platform safe, we sometimes need extra information or documents about certain customers or transactions. It's a standard part of how every regulated financial platform works, and it's not something specific to you.
Every so often, we ask a customer for extra information or documents: about themselves, about a transaction, or about where funds came from. If that lands on you, here's the honest context:
A request can come from one of two places, and it changes how quickly it clears.
| Where it came from | How long it takes |
|---|---|
| Ortix | As fast as you send what we asked for |
| The bank behind the account | On their timeline, which we do not control |
If a request came from the bank rather than from us, we will tell you. We would rather say we are waiting too than let you think we are sitting on it.
- It's standard. Every regulated financial platform in the world does this, and always has. The requests come from how regulated money services are required to operate, not from anything unusual about you.
- Responding quickly is the fast lane. These checks resolve fastest when the requested information arrives promptly and completely. The request itself always says exactly what's needed, so there's no guessing.
- Being asked is not an accusation. We keep it matter-of-fact, and we mean it that way.
One thing we can't do is share the inner workings of our safety checks. Keeping those private is part of what keeps them working for everyone. What we can always do is tell you clearly what we need from you and what happens next, and we will.
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