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A Request for Information (RFI) is a request from the HitPay Compliance team for more documents or answers about your business. You might receive one while your application is being reviewed, or later as part of a regular review of your account.

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Why HitPay asks for this

HitPay is a licensed financial institution, regulated in each country we operate in (for example, by the Monetary Authority of Singapore (MAS) in Singapore). Our regulators require us to know who we are doing business with and to keep that information accurate for as long as your account is open. We send an RFI when:
  • A document you submitted is unclear, incomplete, expired, or does not match the details in your application
  • We need information that was not part of your original application, such as your source of wealth or source of funds
  • Your business details have changed, or your account is due for a periodic review
  • Your business activity or transaction pattern needs more context
We only ask for what we need to verify your business and keep your account in good standing.

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How you will be notified

When we send a request, you are notified in two places. 1. By email The account owner receives an email from HitPay Compliance with a link straight to the request. It looks like this:
Do not reply to the email. Everything is submitted in your dashboard. 2. In your dashboard
  • A banner appears at the top of every page: Compliance request · Action required — We need more information to verify your business., with a View request button.
  • Settings > Request for Information shows a warning icon in the sidebar.
Only the account owner can see and respond to an RFI. If someone else manages your HitPay account, the owner must log in to respond.

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How to respond

1

Open the request

Use any of these:
  • Click the link in the email.
  • Click View request in the dashboard banner.
  • Go to Settings > Request for Information and select the request marked Action required.
The request opens full screen. You can click Close at the top right at any time and come back later.
2

Read the overview

The first screen shows:
  • The request title and any message from our Compliance team explaining what we need
  • Items in this request, listing every document or question, each with its own status
  • The date the request was sent
Click Continue to start.
3

Complete each item

The items are listed down the left side (across the top on mobile). Work through them one at a time:
  • Document: upload a clear, complete and valid copy. Accepted formats are PDF, JPG, PNG, WEBP and HEIC, up to 10 MB per file. You can upload more than one file, and remove a file before you submit.
  • Question: type your answer in the text box.
Click Next to save the item and move on, or Back to return to the previous one. On the last item, click Done. Your answers and uploads are saved as you go.
4

Review and submit

The Review & submit screen shows every answer and file. Click an item to change it, then click Submit verification.The button only works once every item is complete. If one is missing, the review screen shows No answer yet against it.
5

Confirmation

You see Thank you for your submission. Click OK to return to your dashboard. The banner changes to Compliance request · Under review.

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Item statuses

Each item in a request shows its own status:

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After you submit

The request moves to Under review. We usually complete reviews within 2 business days, and we email you once a decision is made.

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If we need changes

If something needs correcting, we email you and the request returns to Action required. Open it again and:
  1. Look for the items marked Need changes. The reason is shown under each one.
  2. Upload a corrected document or update your answer for those items only. Items marked Verified do not need to be submitted again.
  3. Click Submit verification again.
Each request has a deadline, normally 30 days from when it is sent. Respond before the deadline, as an incomplete request may affect your ability to accept payments or receive payouts.
To avoid follow-up requests, make sure every document is legible, shows all pages and corners, is not expired, and matches the business and personal details in your application.
For the documents usually needed in your country, see Document Requirements.
Last modified on November 13, 2026