Use this when a client or sender reports an enrollment, registration, or first-send profile error in ReadyRemit. Ask for the exact on-screen text or a screenshot, then match a row below.
These answers are for the client/sender. Keep them plain. Escalate to PayMitto Support only when the row says so, or when the message is not listed here.
Native vs Web: Shared CS enrollment rows below apply across ReadyRemit. Native KYC / ID-capture rows are exact localization strings from the Native SDK on-screen catalog — use them when the client is on Native and the screen matches. Do not invent strings.
Sender details not found.
| What it means | What to tell the client | When to escalate |
|---|---|---|
| The sender profile could not be retrieved from the digital banking platform. | Sign out and back in, then try again. | If it still fails, escalate to PayMitto Support with the client's name and the time of the error. |
Sender was not found while transmitting.
| What it means | What to tell the client | When to escalate |
|---|---|---|
| There was an error creating the sender profile at the payment network. | PayMitto is looking into it and will follow up. | Escalate to PayMitto Support. This usually needs a re-sync with the payment network on our end. |
Issue with personal information
Message the client sees: You are unable to send a transfer because there is an issue with your personal information. Please contact us to update your details. Once that is complete, refresh and try again.
| What it means | What to tell the client | When to escalate |
|---|---|---|
| The sender's profile is missing or has invalid required information that cannot be collected in the cross-border payment experience. | Profile details need to be updated before they can try again. Collect the updated information from the client. | After the core / digital banking profile is corrected, have them refresh and try again. Escalate to PayMitto Support if the field that needs fixing is not clear. |
Verification Needed
Message the client sees: Verification Needed: Sending money globally requires additional identity information on your account. Contact our support team to learn more.
| What it means | What to tell the client | When to escalate |
|---|---|---|
| Required sender data is incomplete or inaccurate, so identity verification (KYC) cannot run. The missing information is not collected in the cross-border payment experience. | Their profile needs additional or corrected information before they can send money. Collect the needed details. | Review first name, last name, SSN/ITIN, phone, US address (no PO Boxes), date of birth, and email in the core / digital banking platform. Escalate to PayMitto Support if the field is still not obvious. |
Native KYC / identity (sender-visible)
| Message the client sees (Native) | What it means | What to tell the client | When to escalate |
|---|---|---|---|
| In order to follow international laws and regulations we need to verify your identity | Native is asking the sender to verify identity. | Follow the on-screen identity steps. | Escalate if they cannot complete verification. |
| We were unable to verify your identity. Please contact support. | Native could not verify identity. | Contact support; PayMitto will follow up. | Escalate to PayMitto Support. |
| We were unable to verify your identity. Therefore, you are unable to send money using this application. For more information, please contact support. | Native blocked sending after identity verification failed. | They cannot send with this application until review completes. Contact support. | Escalate to PayMitto Support. |
| Stay on this screen while you verify your identity on your mobile device. | Native QR identity flow — stay on screen while verifying on mobile. | Keep the screen open until mobile verification finishes. | Escalate if verification never completes. |
Native ID / document capture (sender-visible)
| Message the client sees (Native) | What it means | What to tell the client | When to escalate |
|---|---|---|---|
| There was a problem capturing the document, please exit and restart the application | Native document capture failed. | Exit and restart the application, then try again. | Escalate if restart does not help. |
| There was an error with the SDK, please exit and restart the application | Native ID SDK failed to launch. | Exit and restart the application. | Escalate if it persists. |
| There was an error retrieving the image, please exit the application and try again | Native could not retrieve the captured image. | Exit the application and try again. | Escalate if it persists. |
| This application cannot run because it does not have the camera permission.The application will now exit. | Native lacks camera permission and will exit. | Enable camera permission in device settings, then reopen. | Not usually required after permission is granted. |
| Camera access required / Camera access is required to make full use of this app. You can give permission on your device configuration | Native requires camera access for full use. | Grant camera permission in device configuration. | Not usually required after permission is granted. |
| Face detector dependencies cannot be downloaded due to low device storage | Native face-detector download blocked by low storage. | Free device storage and try again. | Escalate if storage is fine and it still fails. |
| Camera Load Error | Native camera failed to load. | Restart the application. | Escalate if it persists. |
| This device doesn't support Camera2 API. | Device does not support the camera API Native needs. | Try another device if available. | Escalate with device model if many users hit it. |
Form validation (empty or invalid fields)
Inline checks when a required field is empty or the value does not match the expected format. Shared CS uses {{field}}, {{length}}, and {{max}} placeholders. Native uses %@ / %1@ / %2@ in the same families. The same checks can appear while adding a recipient.
| Message the client sees | What it means | What to tell the client |
|---|---|---|
| Amount must be greater than 0 | Zero or a negative transfer amount. | Enter a positive amount to continue. |
| Invalid format for {{{{field}}}} | Value does not match the expected format. | Correct the field (for example, remove special characters, use only letters where required). |
| {{{{field}}}} is required | A required field was left empty. | Fill in the required field and submit again. |
| {{{{field}}}} must be at least {{{{length}}}} characters | Value is shorter than the minimum. | Add more characters to meet the minimum length and submit again. |
| {{{{field}}}} must be exactly {{{{length}}}} characters | Value does not meet the required character count. | Adjust the input to the exact required length and submit again. |
| {{{{field}}}} must be {{{{max}}}} characters or fewer. | Value exceeds the maximum length. | Shorten the value and submit again. |
Native field-validation equivalents (exact catalog): Amount must be greater than 0; Invalid format for %@; %@ is required; %@ must be at least %@ characters; %1@ must be at most %2@ characters; Phone number is invalid; Error retrieving sender details.