Open your app and copy the reference number for the transfer. Whatever the recipient or her bank is asking for, that number is the anchor for everything else.
Different people at the receiving end need different pieces of paper. Work out which of the three moments you are in first.
Which of the three moments this is
She is at her phone asking are you sure it went. She wants to see for herself that the money is on its way. A screenshot is enough.
She is at the bank counter and the teller cannot find the transfer. The bank needs a reference to search its incoming queue. Sometimes the reference on your app is enough. Sometimes the bank needs the one that came through the international network.
The receiving bank is holding the transfer and asking for formal proof it went. The bank wants a document from the network that carried the money. A screenshot will not clear the hold.
Moment one: the screenshot she needs
Open the transfer inside your app and screenshot the confirmation screen, not the home screen where it just says “Sent”. Four things have to be visible on the screenshot: the amount, the recipient’s name as you typed it, the reference number, and the date and time.
If you cannot fit all four on one screen, take two screenshots. Send both.
Moment two: the reference-number tangle
You often have more than one reference for a single transfer. The app’s own reference is the short one you and she use between yourselves. If the receiving bank asks for something longer, it wants a SWIFT reference. SWIFT is the network banks use to move money across borders. The reference itself is called a UETR: 36 characters, generated by the sending bank, and it follows the transfer through every bank on the way. Ask your provider for it if the bank on the other side asks by name.
Most branch staff have never heard the word “UETR”. If the teller does not recognise it, say “the SWIFT reference” and give the same code. That usually works.
Moment three: the formal hold
If the receiving bank is holding the transfer and asking for the SWIFT paperwork, they want the MT103. That is the record the sending bank produced when it sent the money, and only the sending bank can generate it. Ask your app or bank for a copy of the MT103 and forward it to the receiving bank. Most UK banks produce it inside a working day; some charge a small investigation fee. Revolut includes the MT103 in the standard transfer confirmation PDF for SWIFT transfers, so you probably already have it.
When the transfer did not go by SWIFT
Not every transfer goes over SWIFT. Wise, for example, uses SWIFT for some currencies and its own network for others. When the transfer did not go over SWIFT, there is no MT103. What you can send is the PDF transfer confirmation (Get transfer confirmation in the web app, Get PDF receipt on mobile) plus the public tracker link Wise emails your recipient if you added her address when you set up the transfer.
If the receiving bank still refuses to accept anything but an MT103, the transfer did not touch its inbound SWIFT queue at all. The provider will have to write to the bank directly. If your provider will not, the escalation letter is the next move.
First, is this actually a proof problem
Before sending any of this, check that it is a proof problem and not a delivery one. If your app says the transfer is complete but nothing has landed, start with the transfer says complete but has not arrived. If the app says the transfer was cancelled and no refund shows, see the cancelled-transfer piece. If the receiving bank stopped it over a name mismatch, that is a different fix and lives on the name-mismatch piece.
Once you know which of the three moments you are in, the proof she needs is one screenshot or one email away.