RFI (Request for Information) is not a form you can fill out casually. The quality of your response directly determines how long your account remains locked—waiting one or two months is considered quick. Once you receive an RFI notice, the key is to submit all required documents at once according to the specified types. Missing even one will get your submission returned for resubmission.
Step 1: Confirm the Specific Document Types and Submission Entry for the RFI
The RFI notice will clearly list the document types you need to provide. You will see a pop-up when logging into the app or website, and you may also receive email/SMS notifications. Click [Start Now] on the pop-up or banner to enter the dedicated RFI page.
Main document types (from official guidelines): SOF (Source of Funds): salary, self-employment income, savings, allowances, pension, dividends, company profits, day trading, passive income, loans/mortgages, sale of financial assets, sale of real estate or other assets, inheritance, donations; SOW (Source of Wealth): salary, self-employment income, inheritance, donations, mortgage loans, company profits, financial investments, crypto asset investments; POA (Proof of Address): utility bills (electricity, water, gas), internet bills, landline bills, bank statements, credit card statements, etc.
Other specific documents may also be required, always follow the page instructions.
Completion standard: On the RFI page, you clearly see the list of required document types (such as "SOF", "POA", etc.) and can access the upload interface.
High risk: During the RFI process, your account will be temporarily locked, and you cannot trade or withdraw until the review is passed. Login pop-ups and links in emails may be phishing attempts, so always enter through the official website or app directly—do not click links in emails.
Step 2: Prepare Evidence Documents According to "Long-Period" Standards
"Long-period" means the documents must cover a sufficiently long and stable historical timeframe, not just a single latest screenshot. The platform judges the authenticity of your fund sources based on the time span.
How to do it:
Bank statements or salary records: Provide at least 3-6 months of continuous records. Do not just capture the most recent month.
Proof of address: Must be a bill from the last 3 months, with name and address matching your KYC information exactly.
If the fund source is self-employment or investment income, prepare the corresponding business license, tax certificates, or historical earnings records from trading platforms.
All documents must clearly show the issuing institution's name, your name, address/account number, and date. Scanned copies or clear photos are acceptable.
You can upload multiple files, each up to 10MB, in formats jpg, jpeg, png, pdf, mp4, mov.
Completion standard: For each required document type, you have prepared a complete file covering the corresponding historical period, not a single screenshot.
Step 3: Submit and Continuously Track the RFI Record Status
Submission is not the end. You need to repeatedly check the review status, otherwise your case may time out due to "missing supplementary information."
How to do it:
After uploading all files on the RFI page, click [Submit].
After submission, track the status through official channels. Possible RFI record statuses include: PROCESS (processing), UPLOADING, REVIEW, PASS, REFUSED, EXPIRED, CLOSE.
Pay attention to the submission deadline of the RFI record; failing to submit on time will cause the record to expire.
Common reasons for failure: Many people submit documents once and then wait for the result. If the documents are returned (REFUSED), you must immediately prepare them again and resubmit through the same path, not go to customer service to "explain the situation." Explanations will not change the fact that the documents are incomplete.
Verification of operation completion: The RFI page status shows PASS. If the status has not updated for more than 3-5 business days, contact online customer service through the in-app [Help & Support], provide your RFI record ID, and ask for the review progress. The final review result will be notified by email and in-app message.
