How do I update my address
This article explains how to update the address on your Send account. To keep your account safe, address changes are handled by our support team over the phone.
Before you start
- You'll need to call our support team to make the change. For your security, we can't update your address through the portal, by email, or in chat.
- Have some personal information about yourself ready so we can verify it's really you on the call. We'll guide you through this when you call.
- Make sure you're calling from a quiet place where you can speak freely.
- Check what address we currently have on file before you call (see below).
How to check the address we have on file
You can view your current address at any time from your account menu. You can't edit it here, but it's useful to know what we have on record before calling.
- Open your account menu:
- On desktop or tablet: select your account name in the top right of the screen.
- On mobile: open the More menu.
- Select Personal information (for individual accounts) or Business information (for business accounts).
- Your current address will be displayed on this screen.
[Suggested visual: add a screenshot showing where to find the address in Personal information / Business information]
How to update your address.
Step 1: Call our support team
Address changes are made over the phone only. Please call us on the numbers below during business hours.
Phone: 1800 982 418
International: +61 7 5619 5700
Hours: 8:30am-5:30pm AEST/AEDT, Monday to Friday
Step 2: Verify your identity over the phone
Our team will ask you a few questions to confirm it's really you. These will be based on personal information you should know about your account. This step is important - it protects your account from unauthorised changes.
Step 3: Confirm your new address
Once you're verified, let our team know your new address. They'll read it back to you on the call to make sure we have it exactly right. Our team will then update your address on your account after the call.
- Individual accounts: we'll update your residential address.
- Business accounts: we'll update your registered business address. Send only stores one address per business account.
What happens next
- We've noted your new address during our call, and our team will update your account within a few business days.
- You won't currently receive an email or written confirmation of the change. Your support agent will confirm verbally on the call that the update has been made.
- Once updated, you can log back in and check your Personal information or Business information screen to see the new address on file.
- If anything else needs to happen as a result of the change, your support agent will let you know on the call.
Common questions
Why can't I just update my address in the portal?
Your address is part of the information we use to keep your account secure and meet our regulatory obligations. Verifying you over the phone helps protect you from someone else trying to change your details without your knowledge.
I sent an email but haven't heard back yet
- We can't update your address from an email. To make the change, please give us a call.
- If you've emailed us about something else, we aim to respond as soon as we can during business hours (8:30am-5:30pm AEST/AEDT, Monday to Friday).
- If it's urgent, the fastest option is to call us directly on 1800 982 418 (or +61 7 5619 5700 from outside Australia).
I couldn't answer the verification questions
Don't worry - this can happen if some of your details have changed over time. Our team will guide you through any extra steps needed to safely confirm your identity before we update your address.
I've moved overseas - can you still update my address?
Please call us to discuss your situation. Some changes (like moving to a new country) may have other impacts on your account, and our team can talk you through what to expect.
I have a business account - which address do you update?
For business accounts, we update your registered business address. Send only stores one address per business account.
Contact us
Call Us
Phone: 1800 982 418
International: +61 7 5619 5700
Hours: 8:30am - 5:30pm AEST/AEDT, Monday - Friday