How to send case messages and evidence
Keep formal case communication clear, relevant and attached to the audit timeline.
Upfrica Help CentreUpdated Jul 22, 2026
Case messages are for facts and actions connected to the formal issue. They are separate from ordinary product questions.
Write useful messages
- State what happened, when it happened and what outcome you are requesting.
- Answer the latest question directly.
- Avoid insults, threats or repeated messages that add no new information.
Upload useful evidence
- Choose the evidence type that matches the file.
- Use clear photos, video or documents within the allowed limits.
- Add a short explanation of what the evidence shows.
- Do not upload passwords, full card details or unrelated identity records.