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Contact us

Need to talk to us? This article shows you the best ways to reach the Send Payments support team and what to expect when you do.

Before you start

  • Many common questions can be answered in our Help Centre. Have a quick look there first - it is often the fastest way to find what you need.
  • If your question is about your account or a transfer, please have the relevant details ready when you contact us, including your account email address and any transfer reference number.
  • Our team supports both individual and business customers.
  • You can also review our Financial Services Guide (FSG), Product Disclosure Statement (PDS) and other important documents on our website.

 

How to contact us

You can contact our customer support team by phone or email.

Call us

  • Phone (Australia): 1800 982 418
  • International: +61 7 5619 5700
  • Hours: 8:30am - 5:30pm AEST/AEDT, Monday to Friday
  • Closed: Australian public holidays

Calling is the best option for urgent issues during our opening hours. If your issue is urgent, please call us as soon as possible during our opening hours.

Email us

  • General customer support: info@sendpayments.com
  • Complaints: complaints@sendpayments.com
  • Media enquiries: media@sendpayments.com

When you email us, please include:

  • Your full name
  • The email address linked to your Send account
  • A short description of what you need help with
  • Any reference numbers (for example, a transfer ID) if you have them

We handle personal information in accordance with our Privacy Policy which complies with the Privacy Act 1988. Please refer to our Privacy Policy on our website and contact us at 1800 982 418 (or +61 7 5619 5700 from outside Australia), if you have any questions.

Making a complaint

If you are unhappy with our service, you can make a complaint by phone or email.

For more information about how we manage and respond to complaints, please see our Complaints Policy or How to make a complaint.

 

What happens next

  • If you call us during opening hours, our team will assist you as soon as possible.
  • If you email us, we will get back to you as soon as we can.
  • If you contact us outside of our opening hours, on a weekend, or on an Australian public holiday, we will respond when we are next open.
  • For any urgent issues, calling us during opening hours is the best available support channel.

 

Common questions

I sent a message on LinkedIn but haven't heard bac

  • LinkedIn is not one of our official support channels, so replies there may take longer.
  • For the fastest response, please call us or email info@sendpayments.com.

 

I called but no one answered

  • Our phone lines are open 8:30am - 5:30pm AEST/AEDT, Monday to Friday, and are closed on Australian public holidays.
  • If you called outside these hours, please try again during opening hours or send us an email.

 

I emailed support but haven't had a reply yet

  • We reply to emails as soon as we can.
  • Please check your spam or junk folder in case our reply ended up there.
  • If your issue is urgent, please call us instead.

 

My issue is urgent - what should I do?

  • Call us as soon as possible on 1800 982 418 (or +61 7 5619 5700 from outside Australia) during opening hours.
  • Calling is the best available support channel for urgent matters.

 

I want to make a complaint - where do I send it?

  • Email us at info@sendpayments.com or call us during opening hours.
  • For more information, see How to make a complaint or our Complaints Policy.

 

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