How to pay a recipient with multiple accounts?

Before you start

• An account is a recipient's bank account. A recipient can have more than one account saved - for example, one in AUD and another in USD. To add another account, see How to add another account to a recipient.
• Make sure you have an active Send account.
• Your recipient must be Active. If they are Pending, To do, or Inactive, you won't be able to pay them yet.
• The account you want to pay must also be active and ready to use. Only active accounts appear in the Pay drop-down.
• If you've recently added a new account, check that it's active before paying it.

How to pay a recipient with multiple accounts

Step 1: Log in and go to Recipients

• Log in to your Send account.
• Open the navigation menu and select Recipients.

Step 2: Find your recipient

• Stay on the Active tab (this is the default).
• Find the recipient you want to pay. You can search for them by name.
• Recipients that are Pending, To do, or Inactive will not appear on the Active tab.

Step 3: Find the Pay button

The Pay button shows an up-arrow icon, the word Pay, and a downward chevron. Where you find it depends on the screen you're on:

• Recipients home page: on the far right of the recipient's row in the list.
• Recipient page (desktop): at the top right of the page, opposite the recipient's name.
• Recipient page (mobile): directly under the recipient's name.

[Suggested visual: screenshot of the Pay button with the down-chevron and the open drop-down showing multiple accounts.]

Step 4: Choose which account to pay

• Click the Pay button. A drop-down menu appears showing each saved account for your recipient. For each account, you'll see:
  • A flag for the country where the recipient's bank is located. A green tick on the flag means the account is ready to be used.
  • The recipient's name with the currency in brackets (for example, "Avery Harper (AUD)").
  • The bank name (for example, NAB).
  • The account number.
• Select the account you want to pay.

Step 5: Enter the amount and complete your payment

• After choosing an account, you're taken to the Create payment screen, where you enter how much you want to send.
• From here, follow Step 3 onwards in How do I send money with Send to complete your payment.

What happens next

• Once you confirm your payment, we'll start processing it.
• Your payment will move through statuses (Pending, Awaiting funds, Sent) in your account. For more on what each status means and how delivery times work, see How do I send money with Send.
• You don't need to do anything else once your payment is Sent, unless your recipient tells you the funds haven't arrived.

Common questions

I can't see the account I want to pay in the drop-down

• Only active accounts appear in the Pay drop-down. The account may still be Pending or Inactive.
• For more on what happens after adding a new account and when it becomes available to pay, see How to add another account to a recipient.
  
  

My recipient only shows one account

• The Pay drop-down only appears when a recipient has more than one active account.
• If your recipient has only one saved account, clicking Pay will take you straight to the payment screen.
• To add another account, see How to add another account to a recipient.
  
  

I clicked Pay but no drop-down appeared

• This usually means the recipient has only one active account saved. Clicking Pay will take you straight to the payment screen.
• If you expected more than one account to appear, check the recipient's page to see if any other accounts are still Pending or Inactive.
  
  

The Pay button is greyed out or I can't click it

• The Pay button is only available for recipients with an Active status.
• If the recipient is Pending, To do, or Inactive, follow any outstanding steps shown in your account, or wait until the recipient becomes Active.
• For more help, see Recipients FAQs.

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