How long does it take to verify my recipient?
When you add a new recipient on Send, we review the details before the recipient can be used for a payment. This article explains what to expect during that review.
Before you start
- You'll need an active Send account.
- Have the recipient's correct details ready, including their full legal name, address, and bank details (such as IBAN or SWIFT / BIC).
How to check if your recipient is verified.
Step 1: Add your recipient
Once you've finished the steps to add a new recipient, you'll see them on screen with a Pending status. This means the recipient is being reviewed.
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Step 2: Check progress in the Pending tab
You can see all recipients that are still being reviewed at any time:
- Go to the Recipients page.
- Open the Pending tab.
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Step 3: Watch for our email
We'll send you an email when there's an update. You may receive:
- An email confirming the recipient is approved and ready to use.
- An email letting you know we couldn't approve the recipient.
- An email asking you to complete a task if we need more information.
What happens next
- How long it takes: Review times can vary depending on the information provided and whether any additional checks are required.
- Why we check: This helps us meet our legal and compliance obligations.
- Status you'll see: "Pending" on the recipient, in the Pending tab on your Recipients page.
- What’s happening?: Your recipient is being reviewed.
- Do you need to do anything? Usually, you do not need to do anything unless we ask for more information or ask you to complete a task. If we do, please respond as soon as you can.
- What may delay it:
- Missing or incorrect recipient details.
- A task waiting for your response.
- Additional checks that may be required.
- When to contact support: If you haven't heard from us and you're unsure of the status of your recipient, please get in touch.
How to avoid delays when adding a recipient
Providing complete and accurate information can help avoid delays:
- Use the recipient's full legal name, exactly as it appears on their bank account.
- Provide correct address details.
- Make sure the bank details (IBAN, BIC, or account number) are valid and current.
- If we request more information, please respond promptly.
Common questions
I haven't heard back about my recipient
- We may be waiting on you to complete a task. Please:
- Check your email inbox, including your spam or junk folders.
- Log in to your Send account and check the Tasks page for anything outstanding.
- If you still can't find anything, contact our support team.
Why is my recipient still showing as Pending?
- The review may still be in progress.
- It can also mean we need more information from you. Check your email and the Tasks page in your account.
I got an email asking for more information about my recipient
- In some cases, we may ask for additional information or documents so we can complete our checks.
- Complete the task as soon as you can so we can finish reviewing your recipient.
My recipient was not approved
- For more details, see Why was my recipient rejected?
What information do I need to add a recipient?
- See How do I add a recipient? and What documents may I need to provide?
Contact us
Call Us
Phone: 1800 982 418
International: +61 7 5619 5700
Hours: 8:30am - 5:30pm AEST/AEDT, Monday - Friday