missing information, please contact customer support

sajid77 Member Posts: 26 ✭✭
Day before yesterday one of my payers, sent me a personal load . Payment number 30523298.
After verification, I saw the message "Missing information, please contact Customer Support"
Then I ask my payer to check his email, he confirmed me he recieved an email from Payoneer and will take care of things. After one hour he emailed me and said me he sent documents to you, and I confirmed from payoneer live chat that payoneer received required documents.
So I would like to know:  Why on status I still see "Missing information, please contact Customer Support"?