How do I send money to a recipient?

This guide is about sending money to a person or business (a recipient) from your Send account. If you'd like to move money between your own Send wallets instead - for example, transferring AUD you hold to your USD wallet - see How to transfer money between your Send wallets.

Before you start

Make sure you have:

• An active Send account.
• An active recipient saved to your account. If you need to add one, see How to add a new recipient.
• Check your available balance, for your sending wallet. This helps keep your payment running smoothly and on time.
• Don't have enough balance? No problem, Send lets you lock in an exchange rate and confirm your payment. Just be ready to top up your wallet after you’ve confirmed the payment. See Adding money into your account or wallet or How to transfer money between your Send wallets.

How to send money to a recipient

Step 1: Start your payment

The easiest way to send money is from your dashboard.

• Log in to the Send portal.
• From the dashboard, select Pay someone.

You can also start a payment from other places in the portal. See Other ways to start a payment below.

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Step 2: Choose your recipient

• You'll see your most recent recipients on the screen.
• If the person or business you want to pay isn't shown, use the search bar to find them.
• Select the recipient you want to pay.

Note: You can only select recipients that are active. If your recipient isn't appearing, see Common questions below.

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Step 3: Enter how much you want to send

You'll see a quote screen titled Create payment.

• In the You send field, choose the wallet (currency) you want to pay from. You can also open a new wallet from this dropdown.
• The They receive currency is locked to the currency your recipient receives.
• Enter an amount in either the You send or They receive field. The other amount calculates automatically.
• To pay a different person, select Change recipient on the recipient card above the page heading.

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Step 4: Review your rate, fees, and timing

Once you enter an amount, a 2.5 minute timer starts at the top of the screen and inside the next button.

Take a moment to check:

• The amount you're sending and the amount your recipient will receive
• The exchange rate
• The estimated arrival time
• Any fees

When you're happy, select Next.

Step 5: Confirm your payment

On the Confirm payment screen:

• Choose a reason from the Why are you sending funds? dropdown. This is required. Choose the option that best describes the purpose of your payment. If no exact match is available, select Other (if shown) and type a brief description. If Other isn't available or you're unsure which option to pick, contact our support team before confirming your transfer.
• Add an optional reference if you want one to appear with your payment (for example, an invoice number).
• Check all the details one more time.
• Select Confirm at the bottom of the screen.

Step 6: We'll start processing

After you select Confirm, the portal will let you know that your payment is being processed.

If your wallet doesn't have enough funds yet, you'll see a banner asking you to add funds so the payment can be finalised. Select Add funds at the bottom of the screen and follow the steps to top up your wallet. Once your wallet is funded, your payment can continue processing, subject to our standard checks. If your wallet isn't funded as agreed, your payment may be cancelled and you may need to cover any cancellation costs.

Other ways to start a payment

You can also start a payment from other places in the Send portal. Once you reach the quote screen, the steps above (Steps 3 to 6) are the same.

• Payments page: Use the search bar at the top of the Payments home screen to find and select a recipient.
• Recipients page: Find your recipient and select Pay. If the recipient has more than one bank account saved, choose the one you want to pay from the dropdown.
• Wallets page: Open the wallet you want to pay from and select Pay someone, then choose your recipient.
• Send again (dashboard or Payments page): Find the card showing the recipient, account, and last amount sent, then select Send. The amount and the wallet you used last time are pre-filled. You can update them before continuing.

What happens next

Please remember that exchange rates are indicative and subject to market movement, and are not guaranteed until your payment is confirmed.

Delivery times can vary depending on:

• When your wallet is funded
• Our standard checks
• Public holidays in either country
• Processing times at the receiving and intermediary banks

The receiving or intermediary banks may also deduct additional fees, which are outside Send's control.

Your payment will move through these statuses in the portal:

• Pending - We're processing your payment and running our checks. Your transaction will continue to show as pending if we're waiting for your wallet to be funded so we can release it. Add funds to keep things moving. If your wallet isn't funded as agreed, your payment may be cancelled and you may need to cover any cancellation costs.
• Sent - Your payment has been released to your recipient's bank.

You don't need to do anything else once your payment is Sent, unless your recipient tells you the funds haven't arrived. See Common questions below.

Common questions

My recipient hasn't received the funds yet

• Once your payment shows as Sent, it has left Send and is on its way to your recipient's bank.
• Delivery times can vary based on when your wallet was funded, our standard checks, public holidays in either country, and processing times at the receiving and intermediary banks.
• If your recipient still hasn't received the funds within 2 business days of the payment being sent, contact our support team and have your payment reference ready.

I can't find or select my recipient

• You can only pay recipients that are active. New recipients (or new bank accounts added to an existing recipient) need to pass our checks before they can be used.
• If you've just added a recipient, give it a little time and try again.
• If your recipient still isn't available, contact our support team.

My payment reason isn't listed for this country

• The list of payment reasons changes based on the destination country and currency. Some countries have stricter rules and only allow certain reasons.
• Choose the reason that accurately reflects the purpose of your payment. If none of the options accurately describes your payment, contact our support team for help before confirming.

My recipient received less than I sent

• For some international payments, the receiving or intermediary banks may deduct additional fees. These fees are outside Send's control.
• If you have any questions about the amount received, contact our support team and have your payment reference ready.

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