How long does it take to open an account?
This article explains what to expect when you open a Send account, including the steps you complete and what happens between sign-up and approval. Applying only takes a few minutes. Once we receive your application, our team will review it and get back to you within 2 business days.
Before you start
- Have your photo ID ready (e.g. passport or driver licence).
- Have proof of your address ready, in case it is requested.
- Make sure you have access to your phone and email account you’ll be using to sign up.
- For business accounts, every Ultimate Beneficial Owner (UBO) and authorised representative will need to verify themselves separately.
- To check if you are eligible, see Who can open an account with Send?
How to sign up for a Send account
Step 1: Complete sign-up
Most personal customers can complete the sign-up form in under 5 minutes. You will need to:
- Enter your name, email, and phone number.
- Verify your email with the codes we send you.
- Set up two-factor authentication (2FA) via an authenticator app.
- Complete your customer profile.
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Step 2: Verify your identity
You will then be guided through identity verification, which includes:
- Uploading a photo of your ID.
- Taking a selfie or short liveness video.
- Confirming your address details.
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Step 3: Business accounts - verify each person
If you are opening a business account, every UBO and authorised representative on the account must complete their own identity verification. This step may take longer than 5 minutes because each person needs to be invited and verify themselves separately.
What happens next
- Some applications may require additional review before the account is activated.
- Review times can vary depending on the information provided and whether additional checks are required.
- While we check your details, your account may show that it is under review.
- Once approved, your status will change to Active and you will be able to send money.
- You don't need to do anything during the review unless we contact you for more information.
- If we need anything extra (like a clearer ID photo), we will email you. Replying quickly will help your review continue without delay.
Common questions
My ID photo was rejected
- This usually happens when the photo is blurry, has glare, or doesn't show all four corners of the document.
- Take a new photo in good lighting, with the full ID clearly visible, and upload it again.
The name or address on my ID doesn't match what I entered
- Even small differences (like a missing middle name or an old address) can hold up your review.
- Update the details in your profile so they match your ID exactly, or upload a current document that supports the address you entered.
My ID has expired
- We can only accept ID that is currently valid.
- Use a different valid ID, such as a current passport or driver licence.
You've asked me for more documents
- Sometimes we may request additional information or documents to complete our checks. What we ask for depends on the outcome of those checks.
- Upload the requested documents as soon as possible so your review can continue.
My business account is taking longer than expected
- Complex business structures (e.g. trusts, partnerships, or multiple UBOs) can take longer to verify.
- Reviews can also be delayed if a UBO or authorised representative hasn't completed their identity check yet.
- Check that everyone on the account has finished their verification, then contact support if you are still waiting.
My account was flagged for additional screening
- As part of onboarding, screening checks may be carried out. If a potential match is identified, additional review may be required.
- Our team will let you know if we need any further information from you.
Contact us
Call Us
Phone: 1800 982 418
International: +61 7 5619 5700
Hours: 8:30am - 5:30pm AEST/AEDT, Monday - Friday