Can I edit or delete recipients?

Before you start

• You need to be logged in to your Send account.
• The recipient must already be saved in your Recipients list.
• Only the recipient's nickname can be edited. Other recipient details (such as the recipient's name or address) cannot be changed.
• You cannot edit a bank account once it has been added. If the details change, add a new account and deactivate the old one.

How to edit or delete recipients.

Step 1: Edit a recipient's nickname

The nickname is the name you use to recognise a recipient. It is the only field you can edit on a recipient.

1. Go to Recipients and open the Active tab.
2. Select the recipient you want to update.
3. Click the more menu (the three vertical dots) next to the Pay button
4. Select Edit nickname.
5. Save your changes.

Step 2: Add a new bank account to a recipient

You can add up to 50 bank accounts to a single recipient. This total includes both active and inactive accounts.

1. Go to Recipients and open the recipient.
2. Click Add account.
3. Enter the new bank account details and submit.

While the new account is being checked, you will see a blue circle with a clock next to the bank country flag. This means the account is pending and cannot be used yet.

New bank accounts are usually ready to use within a few seconds. Sometimes extra checks are needed, which can take longer. We will email you to let you know once the account is ready, or if there is a problem.

Step 3: Deactivate a single bank account

If a bank account is no longer needed (for example, the details have changed), you can set it to inactive. The account will still be visible in the recipient's profile, but you will not be able to use it for new payments.

1. Go to Recipients and open the recipient.
2. Find the bank account you want to deactivate.
3. Click the more menu (the three vertical dots) next to that account.
4. Select Deactivate recipient account.
5. In the confirmation pop-up, type Deactivate and then click the Deactivate account button.

Once an account is inactive:

• The green tick next to the bank country flag will turn grey with a slash through it.
• The Pay button is hidden.
• You cannot reactivate the account. If you want to use it again, you will need to add it as a new account.

Step 4: Set a recipient to inactive

You cannot delete a recipient. Instead, you can set them to Inactive. This stops new payments to that recipient, but you can still view your past payments to them.

1. Go to Recipients and open the Active tab.
2. Select the recipient you want to deactivate.
3. Click the more menu (the three vertical dots) next to the Pay button.
4. Select Deactivate recipient.
5. In the confirmation pop-up, type Deactivate to confirm.

What happens next

Once the recipient has been deactivated:

• The recipient moves from the Active tab to the Inactive tab on your Recipients home.
• The recipient's avatar will appear grey and all action buttons will be disabled.
• You will not be able to send new payments to this recipient.
• You can still open the recipient and view their details.
• You can still see all past transactions to this recipient on your Transactions screen.

When you open an inactive recipient, the page will show:

• A "Recipient inactive" note under the recipient's name, with a short explanation: "They may have been deactivated by you, or require updated details. To send funds to this recipient, you'll need to create them again."
• An Inactive badge on the recipient's details card.
• The Pay button greyed out and disabled.
• The Add account button disabled.

[Suggested visual: add the inactive recipient screenshot here.]

Common questions

I need to update a recipient's bank account details

• You can't edit an existing bank account. Add the new bank account to the recipient, then deactivate the old account.
• A recipient must have at least one active bank account to stay active.

My new bank account hasn't been approved

• New bank accounts are usually ready to use within a few seconds. Sometimes extra checks are needed.
• If your new account has been rejected, we will email you. You can add the account again, taking care to check the details, or contact our support team for help.
• We don't support every country. To check if your recipient's country is supported, see Which countries do you service?

I can't deactivate my recipient or bank account

• This usually happens when there are pending or in-progress payments.
• Wait for the payments to complete, or cancel them, then try again.

I deactivated a recipient by mistake. Can I get them back?

• A deactivated recipient cannot be reactivated. To send to them again, you will need to add them as a new recipient.
• For help, see How do I add a recipient?

How many bank accounts can I add to one recipient?

• Up to 50 bank accounts per recipient. This total includes both active and inactive accounts.

I see a message saying you can't display some account details

• Sometimes we have trouble loading the full details of an inactive recipient's saved bank accounts. When this happens you'll see a message that says we couldn't display these account details.
• Try refreshing the page.
• If the message keeps appearing, please contact our support team.

Contact us

Call Us

Phone: 1800 982 418
International: +61 7 5619 5700
Hours: 8:30am - 5:30pm AEST/AEDT, Monday - Friday

Email Us

info@sendpayments.com