How to submit a task

For background on what a task is and why we ask, see What's a task and why do we ask for this information.

Before you start

You'll need to be logged in to your Send account on web, tablet, or mobile.
Have the information or document we've asked for ready on your device.
If the task is asking for a document, see Accepted documents and file sizes for the file types and sizes we accept.

How to review a task

Step 1: Open your tasks

On desktop or tablet: click Tasks in the left navigation, or click View tasks on the alert banner.
On mobile: tap View tasks on the alert banner.

You'll see two tabs:

To do: tasks waiting for you to submit.
In review: tasks you've already submitted that are with our team.

On the To do tab, find the task you want to complete.

[Suggested visual: add a screenshot of the Tasks home page with the "To do" and "In review" tabs]

Step 2: Open the task to review the details

Click ‘Review task' to open the task page. We recommend doing this if your unsure so you can see exactly what we're asking for before you respond.

The task page shows:

What we need from you (for example, a document, an answer, an option from a list, or a date).
Why we need it, so you understand the context.
About task, the details of the task you're being asked to complete.
What the task is linked to, your account, a recipient, a payment, or money coming into your wallet. This section only appears for tasks linked to one of these items, so you may not see it on every task.
An Ask recipient button - this only on tasks that are about a recipient's information. You won't see it on tasks about your account, money coming into your wallet, or a payment.

[Suggested visual: add a screenshot of an open task page showing the request, context, and response area]

Step 3: Provide your response

The response area changes depending on what we're asking for. You may be asked to do one of the following:

Option A: Upload a document

Drag and drop your file into the upload area, or click the upload area to open the file picker on your device.
You can upload more than one file to the same task if needed.
Wait for the upload to finish before moving on.
For accepted file types and the maximum file size, see Accepted documents and file sizes.

Option B: Type an answer in a text field

Type your answer directly into the text field on the task page.
Keep your answer clear and to the point. Only include the information we've asked for.
Re-read your answer before you submit to check for typos.

Option C: Pick an option from a list

Tap or click the dropdown to see the available options.
Select the option that best matches your situation.
If none of the options apply, contact our support team.

Option D: Select a date

Tap or click the date field to open the date picker.
Choose the correct date.
Double-check the day, month, and year before moving on.

If the task is asking for information about your recipient, click Ask recipient on the task page to copy a pre-written message you can send to them. This explains exactly what we need and why.

Step 4: Submit your task

Check that the information you've added is correct.
Click ‘Submit Task’ to send it to our team.
A confirmation message will appear confirming your task has been submitted and is with our team for review.
Your task will move from the To do tab to the In review tab.

Once a task has been submitted, it can't be edited.

[Suggested visual: add a screenshot of the task submitted confirmation message]

Quick option: submit from the Tasks home page

On desktop and tablet, you can also submit some tasks straight from the Tasks home page without opening the task. Add the information directly into the Submit your task column, then click Submit.

If you want to see the full task details before you submit, open the task first as shown in Step 2.

What happens next

Your task moves to the In review tab so our team can review it.
You'll receive an email when the review is complete.
If your submission is approved, the related action will move forward.
If your submission can't be approved (for example, a document is unreadable), you'll receive an email and we may create a new task asking for the right information.
If we need more information after we've reviewed your task, a new task will appear in your portal, a new banner will show, and you'll receive a new email.

For more detail on review timeframes and what we do with your information, see What's a task and why do we ask for this information.

Common questions

The submit button is greyed out

The submit button only becomes active once you've added a response.
Check that you've completed every required field on the task.
If you've uploaded a file, wait until the upload finishes before clicking submit.
If the button still won't activate, refresh the page and try again.

My document won't upload

Check the file type and size against accepted documents and file sizes.
Check your internet connection and try again.
If the upload still fails, contact our support team.

I submitted the wrong information

Once a task has been submitted, it can't be edited.
Contact our support team. If your task is rejected, we'll create a new task so you can submit the correct information.

I don't have the document or information you're asking for

If the information is about your recipient, click Ask recipient on the task page to copy a pre-written message and send it to them.
If you can't get hold of the document or information, contact our support team and we'll let you know what to do next.

I can't see the task I want to submit

Make sure you're on the To do tab in the Tasks page.
Tasks you've already submitted appear under In review.
For more help finding a task, see What's a task and why do we ask for this information.

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