How do I get a payment confirmation?
This article explains how to view your transactions in Send and how to request an official rate or payment confirmation document from our support team.
Before you start
- You will need to be logged in to your Send account.
- Have the recipient's name, the date of the payment, and the payment amount ready when you contact support.
- Our support team will verify your identity before sending any document.
How to get a payment confirmation
Step 1: Check your transaction in your Send account
You can view all your transactions and their current status from your Send dashboard.
- Go to Transactions on your dashboard to see a full list.
- You can also open the wallet the payment was sent from, or the recipient it was sent to, to see the related transaction.
If you only need a quick record for yourself, you can take a screenshot of the transaction screen.
[Suggested visual: add a screenshot of the Transactions screen in the Send dashboard]
Step 2: Decide which document you need
There are four official documents you can request:
- If your transaction has been booked but not yet sent, ask for a Creation confirmation.
This document shows the currencies you have bought and sold and the exchange rate you locked in when when you confirmed your payment. - If your transaction has been sent, ask for a Settlement confirmation.
This document shows that we have sent the payment on to your recipient, including the amount. It's available once the payment status shows as Sent. - If your payment has been cancelled, ask for a Cancellation confirmation.
This document shows that your payment was cancelled and was not sent to your recipient. It's available once the payment status shows as Cancelled. - If your payment has been refunded, ask for a Refund confirmation.
This document shows that the payment was returned from the recipient's bank and refunded to your Send wallet. It's available once the payment status shows as Refunded.
[Suggested visual: add side-by-side screenshots of the rate confirmation and payment confirmation documents]
Step 3: Contact our support team to request the document
For now, official copies of these documents are sent to you by our support team.
- Call us or email us using the contact details at the bottom of this article.
- Let us know which document you need (rate confirmation or payment confirmation).
- Provide your Transaction ID, the date of the payment, and the recipient's name.
- Our team will verify your identity before sending the document.
We comply with the Privacy Act 1988. Any information you provide when requesting a document is used to process your request and meet our legal obligations. You can view our Privacy Policy on our website.
What happens next
- Our team aims to process your request as quickly as possible during business hours. Turnaround times may vary depending on the information needed to verify your request.
- The document will be sent to you using a download link that is available for a limited time, so please save or share it before the link expires.
- If you cannot reach the link in time, contact support and we can send a new one.
Common questions
I can't find my transaction in the dashboard
- The transaction may be linked to a different wallet or recipient. Try opening the wallet the payment was sent from, or the recipient it was sent to.
- If you still can't see it, contact our support team with the date and recipient's name.
The download link in my confirmation has expired
- The link is only available for a limited time.
- Contact support and we can send you a new link. Please have your Transaction ID ready.
I need a confirmation but my payment hasn't been sent yet
- A payment confirmation is only available once the payment status shows as Sent.
- If your payment is still being processed, you can request a rate (booking) confirmation in the meantime.
Can I download the document myself from the portal?
- Not yet. For now, official rate and payment confirmation documents are sent by our support team on request.
- You can still take a screenshot of the transaction in your dashboard for your own records.
Contact us
Call Us
Phone: 1800 982 418
International: +61 7 5619 5700
Hours: 8:30am - 5:30pm AEST/AEDT, Monday - Friday