I need information from my recipient to complete a task
Sometimes a task in your Send account asks for information that only your recipient can provide. This article shows you how to use the "Ask recipient" button to share a message with your recipient asking for the details you need.
Before you start
- You'll need to be logged in to your Send account on web, tablet, or mobile.
- You'll need a way to contact your recipient.
- The "Ask recipient" button only appears 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.
How to request information from a recipient
Step 1: Open the task
Open the task you need help with. If you're not sure how to do this, see What's a task and why do we ask for this information.
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Step 2: Click "Ask recipient"
On the task page, click the "Ask recipient" button. A window will open with a sample message that includes your recipient's name. The sample message is read-only inside the window.
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Step 3: Copy the message
Click "Copy message". This copies the message to your device's clipboard so you can share it with your recipient.
Step 4: Share the message with your recipient
Paste the copied message and send it to your recipient using the contact method you normally use with them.
Step 5: Complete the task
Once your recipient sends the information back to you, return to your Send account, open the task, and submit the answer.
What happens next
- The task will stay in your "To do" tab until you submit the information. There's no status change in the portal to show that you've used "Ask recipient".
- Your recipient does not respond directly through Send. You will enter the information into the task in your Send account.
- Once you submit, the task moves to the "In review" tab.
- If you don't complete the task, the related action (such as adding a recipient or making a payment) may be delayed.
Common questions
My recipient hasn't replied
- Send does not contact your recipient on your behalf. You can follow up with them directly using your normal method of communication with the recipient.
- If you’re unsure what to ask your recipient, click "Ask recipient" in the task page to view a message which explains exactly what we need.
I don't see the 'Ask recipient' button
- The button only appears on tasks about a recipient's information.
- If your task is about your account, money added to your wallet, or a payment, the button won't be shown because the information needs to come from you, not your recipient.
Can my recipient submit the information directly to Send?
- No. You will enter the information into the task in your Send account once your recipient has shared it with you.
I copied the message but lost it before I could send it
- Open the task again and click "Ask recipient" to reopen the window, then click "Copy message" again.
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