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I sent money to the wrong person

This article walks you through what to do, what details to have ready, and what may happen next.

If you have just sent money to the wrong saved recipient, please call us straight away. The sooner you call us, the more likely we can stop or cancel the payment before it leaves Send.

 

Stop here if you think you have been scammed or your account has been compromised.

This article only covers honest mistakes, where you selected the wrong saved recipient by accident. If you suspect a scam, social engineering, impersonation, or any unauthorised access to your account, do not follow the steps below. Instead:

  • Contact Send support immediately using the phone number at the bottom of this article.
  • Then follow the dedicated guidance in Security and scams.

Did you enter the wrong name, account number, BSB, IBAN or SWIFT/BIC? If the recipient details themselves were incorrect (rather than picking the wrong saved recipient), please see I sent a payment with the wrong recipient details. What should I do?

Before you start

Have these payment details ready before you call us. They help our team find your payment quickly and act on it sooner:

  • Recipient - the name of the saved recipient the payment was actually sent to
  • Amount - including the currency sent
  • Transaction ID - your payment reference, if you have it
  • When the payment was sent - the date and, if you remember, the approximate time
  • The recipient you meant to send to - so we know your intended recipient

Important: Once a payment has left Send, we cannot guarantee that the funds can be recovered. Please call us as soon as possible so we can give your payment the best chance of being stopped.



How to get help

Step 1: Call Send support straight away

Phone is the fastest way to reach a real person on our team. Calling immediately gives your payment the best chance of being stopped before it is released.

 

If you cannot call, email info@sendpayments.com, but please be aware this may take longer to action.

Step 2: Tell us what happened

Let our team know:

  • That you selected the wrong saved recipient by mistake.
  • The status of your payment (for example pending or sent)
  • The payment details listed above (recipient, amount, transaction ID, when it was sent).
  • The name of the recipient you meant to send to.

 

Step 3: We'll guide you through what happens next

Our support team will check the status of your payment and explain the options available for your specific situation.

 

What happens next

If your payment can still be cancelled

Whether a payment can be cancelled depends on how far it has progressed, not on a fixed time window. While the payment is still being processed, there is a chance it can be stopped before it is released. The sooner you call us, the better that chance is.

Once the payment has been released, it cannot be cancelled. At that point, our support team will discuss the available options with you.

For more information, see Why was my payment or transfer cancelled? and Cancelling a payment: timing, fees and refunds explained.

If your payment has already been sent

If the payment has already been released, our support team will explain the options available and what they may involve. Recovery of funds cannot be guaranteed and depends on factors outside Send's control, including the receiving bank and the recipient.

What if I only realised hours or days later?

If you only noticed hours or days later, please still call us as soon as you can. We will check the current status of your payment and let you know what is possible. Acting quickly always helps, even if some time has already passed.


Amounts returned

If any funds are returned, please be aware that intermediary banks or the recipient's bank may take their own deductions before the money reaches you. As a result, the amount you receive back may be less than the amount you originally sent. Our support team will explain any deductions when the funds come back.

If the funds are returned

If the funds are returned, Send will contact you to confirm the outcome and let you know where the returned amount has been credited. You do not need to do anything else in the meantime.

 

What may delay the process

  • The receiving bank's response time (this is outside Send's control).
  • Public holidays or weekends in either country.
  • Incomplete details when you first contact us.

 

Common questions

I picked the wrong recipient from my saved list - can I just resend the money to the right person?

  • Why this happens: It is easy to tap or click the wrong name when sending a payment, make sure you always double check the payment details on the confirmation screen.
  • What to do next: Do not create a second payment to fix it. Call Send support first, so we can check the status of the first payment and advise on next steps. Once we confirm what is possible, you can decide whether to send a new payment to the correct recipient.


The payment is still pending - is there time to stop it?

  • Why this happens: Payments may sit in a pending state while they are still being processed. In some instances we may not be able stop a pending payment.
  • What to do next: Call Send support immediately so the team can check whether it can still be stopped before release. The sooner you call, the more likely we can cancel it. For more information, see Cancelling a payment: timing, fees and refunds explained.


The payment has already been sent. Will I get my money back?

  • Why this happens: Once a payment has been released, returning the funds depends on the receiving bank and the recipient, which are outside Send's control.
  • What to do next: Call Send support straight away. Recovery is not guaranteed, but our team will explain the options available and keep you informed.

I only noticed the mistake a day or two later - is it too late?

  • Why this happens: Sometimes customers only spot a mistake when reviewing past transactions or when the intended recipient says they did not receive the money.
  • What to do next: Call us as soon as you realise. Even if some time has passed, we can check the current status and let you know what options are available.

 

I think I was tricked into sending money to a scammer.

  • Why this happens: Scammers can pose as suppliers, family members, or trusted contacts to get you to add and pay them as a recipient.
  • What to do next: This article does not apply to scams. If you suspect a scam or that your account has been compromised, contact Send support immediately using the phone number below, and then follow the guidance in Security and scams.

 

Important information

Send Payments Limited is an independent money remitter and holds an Australian Financial Services Licence (AFSL) No. 509635. We provide foreign exchange and remittance services only. The information in this article is general in nature and does not take your personal circumstances into account. For full terms, please refer to our Financial Services Guide (FSG) and Product Disclosure Statement (PDS).

 

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