Can someone else act on my behalf?
This article explains when another person may be authorised to access or act on your Send account. Different requirements apply to personal and business accounts.
Before you start
- Know which type of account you have: personal or business. This article applies to both.
- Never share your Send login details, password or security codes with another person.
Before we can discuss or take any action on an account with anyone other than the account holder, we'll need to verify their identity and may need to complete additional checks. We can't share account information or process instructions until this is done.
Business accounts
- You can nominate an Authorised Representative to act on behalf of the business.
- Have the following details ready for the person you'd like to nominate:
- Full name
- Date of birth
- Address
- Phone number
- Email address
- Information confirming their authority to act for the business
- In most cases, this is enough for us to verify them. For a small number of cases, we may ask them to provide an identity document (such as a passport or driver's licence) so we can complete a manual review.
- The representative must complete identity verification and any applicable compliance checks before we can accept instructions from them or provide account access.
Personal accounts
- Only you can use your account. Send does not offer joint personal accounts. In limited circumstances (for example, where someone holds a valid Power of Attorney), we may accept instructions from someone who holds valid legal authority to act for you.
- If a Power of Attorney applies, have the supporting legal documents ready (such as the Power of Attorney itself).
- Have the following details ready for the person you'd like to nominate:
- Full name
- Date of birth
- Address
- Phone number
- Email address
- In most cases, this is enough for us to verify them. For a small number of cases, we may ask them to provide an identity document (such as a passport or driver's licence) so we can complete a manual review.
- We must review the applicable legal documents and confirm both the person’s identity and the scope of their authority before sharing account information or accepting instructions.
Who can use different Send account types.
Step 1: Check your account type
- Personal account: Only you can use your account. Send does not offer joint personal accounts.
- Business account: You can nominate one or more Authorised Representatives to act on behalf of the business. There's no limit to how many you can add.
Step 2: Nominate an Authorised Representative (business accounts only)
You can add an Authorised Representative in two ways:
During onboarding
- Add their details when you set up your business account.
- They'll need to complete identity verification and applicable compliance checks before they can access the account. This may include ID verification, sanctions screening, politically exposed person (PEP) screening, and adverse media screening, similar to when you opened your own account.
- In some cases, additional review may be required before access is granted.
After onboarding
- Contact our customer service team and let us know who you'd like to add.
- We'll let you know what documents we need (usually identity verification for the new representative).
- Timeframes vary depending on the documents we receive and whether any additional verification or compliance review is needed. Where everything is in order and no further checks are required, most requests are completed within 2 business days.
[Suggested visual: add a screenshot of the Authorised Representative section in the business onboarding flow.]
Step 3: Remove an Authorised Representative
If someone is no longer authorised to act for the business (for example, they've left the business), you must notify our customer service team immediately. The representative may retain their existing access and permissions until Send has completed the removal process. We will confirm once their access has been removed.
What an Authorised Representative can do
When you nominate an Authorised Representative on your account, they can perform actions such as:
- Send money
- Add and manage recipients
- View account balances
- Add funds to the account
- Withdraw funds
All access and activity remain subject to our Terms and Conditions and applicable legal, compliance and security requirements.
We may request further information or supporting documents before accepting an instruction or processing a payment. If you are unsure whether an Authorised Representative can perform a particular action, please contact our customer service team.
Personal accounts: extraordinary circumstances
We understand there are situations where you may not be able to manage your account yourself. Examples include (but aren't limited to):
- You've granted someone Power of Attorney
- Serious illness or incapacity
- A deceased estate
If your situation is similar, please contact our customer service team with the details.
Important: We can't share account information or act on instructions from anyone other than the account holder until we've verified identity and reviewed the supporting documents. These requests are not automatic. Some may need to be reviewed by our Compliance team before we can proceed.
We'll walk you through what we need and handle your situation with care.
What happens next
- Business nomination during onboarding: Once your representative completes identity verification and any required compliance checks, they'll be able to log in and start using the account.
- Business nomination after onboarding: Timeframes vary depending on the documents we receive and any review required. Where everything is in order and no further checks are needed, most requests are completed within 2 business days.
- Personal extraordinary circumstances: We can't share information or take action until we've verified identity and reviewed the supporting documents. Timing depends on the documents required, the situation, and any compliance review needed. Our team will guide you through the next steps.
Common questions
I want to give my accountant access to my business account
- You can add your accountant as an Authorised Representative. Nominate them during onboarding, or contact customer service if your account is already set up.
- Your accountant will need to complete identity verification and applicable compliance checks before they can use the account.
Can my partner manage my personal account for me?
- No. Personal accounts can only be used by the account holder. Send Payments does not offer joint personal accounts.
- If there are extraordinary circumstances (such as illness or Power of Attorney), please contact customer service. We'll need to verify identity and review supporting documents before we can discuss or take action on the account.
I need to add my business partner as an Authorised Representative
- You can nominate them during onboarding, or contact customer service to add them later. There's no limit to the number of Authorised Representatives a business can have.
- They'll need to complete identity verification and applicable compliance checks before they can access the account.
How do I remove an Authorised Representative who has left the business?
- Contact our customer service team and we'll remove their access for you.
My family member has passed away - what happens to their account?
- Please contact our customer service team. We treat these situations with care and will guide you through the documents and verification we need before we can take action on the account.
Contact us
Call Us
Phone: 1800 982 418
International: +61 7 5619 5700
Hours: 8:30am - 5:30pm AEST/AEDT, Monday - Friday