How do you notify me about a payment?
You can track your payment status in Send, and we email you once the payment has been sent. This article explains how those notifications work.
Before you start
- You need to be signed in to your Send account to view your payment status.
- Make sure your contact email is up to date so you can receive notifications.
How we notify you
We notify you about your payment in two ways:
- Status updates - the status of your payment changes as it moves through each stage. You can check it at any time in your transactions.
- Email notification - we send you one email once your payment reaches Sent status. We do not send emails for any other status changes.
How to find updates about your payment.
Step 1: Find your payment
You can view your recent payments from a few places in Send:
- Your Dashboard
- The wallet the payment was sent from
- The recipient page for the person you paid
To see your full history, select View all. This opens your transactions list.
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Step 2: Open the payment details
Select the row for the payment you want to check. The details open in a new screen, showing the current status and other information about your payment.
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Step 3: Check your email
Once your payment reaches Sent status, we will email you to confirm. The email includes:
- The amount sent
- The recipient's name
- An estimate of when the payment may arrive
- A link to download your payment receipt
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Payment statuses explained
Here is what each status means:
|
Status |
What it means |
|---|---|
|
Pending |
Your payment is being processed but has not been sent yet. Your payment will keep showing as Pending if we're waiting for your wallet to be funded. |
|
Awaiting funds (Applies only to same currency payments) |
Your wallet needs to be funded before the payment can move forward. |
|
Sent |
We have sent your payment. It is now on its way to your recipient's bank. |
|
Cancelled |
You cancelled the payment before it was sent. |
|
Refunded |
The payment was rejected along the way and has been refunded back in your wallet. |
What happens next
- You will receive an email once your payment status changes to Sent. We do not send emails for any other status changes.
- After your payment is marked Sent, it should arrive within 1-2 business days, depending on bank processing times, public holidays, and any required checks.
- We cannot confirm the exact moment the funds land in your recipient's account. The best way to confirm this is to contact your recipient directly.
- You can check the status of your payment at any time in your transactions.
- You do not usually need to do anything once your payment is Sent.
- If your payment is returned, the funds will be credited back to your wallet and the status will update to Refunded.
- If your payment is waiting to be funded, your payment will keep showing as Pending, you will need to top up your wallet before it can move forward.
- If something does not look right, contact our support team using the details below.
Common questions
I did not get an email when my payment was sent.
- Check your junk or spam folder.
- Make sure your email address is correct in your Send account settings.
- We only email you when your payment status changes to Sent. If your payment is still Pending or Awaiting funds, no email has been sent yet.
My payment says 'Sent' but the recipient has not received it.
- After a payment is marked Sent, it may arrive within a few hours, but in some cases it can take a few business days depending on bank processing times, public holidays, and any required checks.
- For more help, see My payment is 'Sent' but it hasn't arrived yet?.
I cannot cancel my payment.
- You can only cancel a payment while it is still Pending, and even then it is not guaranteed.
- Once a payment is Sent, it usually can no longer be cancelled.
My payment has been Refunded. What now?
- A payment can be returned if the recipient's bank rejects it. The funds have been credited back to your wallet.
- You can then try sending the payment again. Check the recipient's details first to make sure they are correct.
My payment is taking longer than expected.
- Some payments take longer due to bank processing times, public holidays, or extra checks.
- For more help, see How long will my payment take? or Why is my payment taking longer than the estimate?
Contact us
Call Us
Phone: 1800 982 418
International: +61 7 5619 5700
Hours: 8:30am - 5:30pm AEST/AEDT, Monday - Friday