What to do if a FIRA is missing or incorrect

First check the transaction stage. A payment that has only been initiated by the sender may not yet have a FIRA available. Open the transaction and look for FIRA generated in its timeline.

If the stage is complete, scroll to Download Attachments and check for FIRA Document. If it is absent or the download fails, contact support with the transaction reference, amount, currency, and settlement date.

For a document error, identify the specific field that needs review and provide the relevant supporting record through the channel requested. Keep the original document until support confirms the correction.

Do not alter a bank-issued remittance document yourself. Use the corrected version supplied through the approved process.

If your accountant needs a different type of certificate, explain that requirement to support. The correct document depends on the use case; a missing download and a request for a different certificate are not the same issue.