I think someone else has access to my account

Send is built to keep your account safe

Send takes safety, security, and trust seriously. Every Send account is protected by strong security controls.

• Internationally recognised security standard. Send is certified to ISO 27001:2022, an international standard for managing information security.
• Multi-factor authentication (MFA) on every login. MFA is mandatory for all Send customers. You use an authenticator app on your phone to confirm it's really you each time you log in.
• Encrypted connections. All activity in your Send account uses secure, encrypted (HTTPS) connections.

If you would like more detail, see How does Send keep me safe?

When to use this article

You should use this article if you think any of the following may be true:

• You have shared your password or MFA code with someone else, on purpose or by accident.
• You may have entered your login details on a website that was not the real Send website (for example, after clicking a link in an email).
• Someone you know has, or may have, your login details.
• You have noticed something on your account that you do not recognise.

Before you start

• Have the email address linked to your Send account ready.
• Make a quick note of anything unusual you have seen, such as logins you do not recognise, password change emails you did not request, payments you did not make, or changes to your details.
• If you are still able to log in, try to do this from a device you trust and a secure internet connection.

How to protect your account

Step 1: Update your password

Update your password immediately to prevent any unauthorised access. Open the Send Portal using a trusted and secure link (avoid clicking links in an email). Updating your password will log out active sessions and protect your account while our team helps you reset your MFA or investigates the issue. For step-by-step instructions, see How to update or reset your password.

Step 2: Call our support team as soon as you are aware

The most important step is to call us as soon as you think someone else may have access to your account. The sooner you call, the sooner we can help you secure your account.

• Phone (Australia): 1800 982 418
• Phone (International): +61 7 5619 5700
• Hours: 8:30am - 5:30pm AEST/AEDT, Monday - Friday

If you cannot reach us by phone, you can email us at info@sendpayments.com, but calling is the fastest way to get your account secured.

When you call, please tell us:

• The email address linked to your account.
• What you have noticed (for example, an unfamiliar login, a password reset you did not request, or someone who may have your login details).

Step 3: We may temporarily lock access to your account

To help protect your account while we review what happened, we may temporarily restrict or lock access to your account. This means:

• You and anyone else may not be able to log in until access is restored.
• If we need to make any security-related changes to your account as part of our review, we will let you know.
• This is a precaution. Access will only be restored once our review is complete and it is appropriate to do so.

Step 4: We will conduct our own investigation

Our team will review your account activity to check for anything unusual. We take this very seriously and will look into the matter as part of our internal incident procedures.

While we review the issue, please continue any security steps available to you, such as:

• Securing your email account by changing its password and turning on extra security with your email provider.
• Avoiding any suspicious links or emails.
• Watching for anything else unusual and letting us know straight away if you spot it.

We will keep you updated by phone or email during this time, and let you know if we need any more information.

Step 5: We will restore access when it is appropriate to do so

Once our investigation and any extra security steps are complete, we will restore access to your account and let you know. We may need to verify your identity before restoring access.

What happens next

• We will keep you updated by phone or email and let you know if we need more information.
• If we need to make any security-related changes to your account as part of our review, we will let you know.
• If a payment is already in progress, its status may depend on the stage it has reached and any review or receiving-bank requirements.
• If a payment cannot be completed, it will follow our standard returned payment process. See Why was my payment returned? for more information.
• If you notice anything new during this time, please call us straight away.

Keeping your account secure going forward

A few simple steps can help keep your Send account safe:

• Use multi-factor authentication (MFA). MFA is mandatory on all Send accounts and adds an extra layer of security to your login. For help setting up MFA, see How to set up multi-factor authentication (MFA). For other questions, see MFA FAQs.
• Never share your password or MFA code with anyone, including people who say they are from Send. We will never ask you for your password or MFA code.
• Always log in directly by typing the Send website address into your browser, rather than clicking links in emails or text messages.
• Keep your email account secure. Use a strong password and turn on extra security with your email provider.

Common questions

I shared my password with someone and now I want to take it back.

• Why this matters: Anyone with your password and MFA may be able to log in to your account.
• What to do next: Update your password immediately. Updating your password will log out active sessions and protect your account while our team investigates the issue. Then call our support team so we can help protect your account while we look into it.

I clicked a link in an email and entered my login details, then realised it wasn't really Send.

• Why this matters: Scam websites can look very similar to the real Send website. If you entered your details, someone else may now have them.
• What to do next: Do not click any more links from that email. Update your Send password immediately. Then call our support team so we can help protect your account while we look into it.

I got an email saying my password was changed, but it wasn't me.

• Why this may happen: Someone else may have your login details, or it could be a scam email pretending to be from Send.
• What to do next: Do not click any links in the email. Update your Send password immediately. Then call our support team so we can help protect your account while we look into it.

I can't log in to my account anymore.

• Why this may happen: Access to your account may have been temporarily restricted to keep it safe, or your password may have been changed.
• What to do next: Call our support team. We may need to verify your identity before we can help you regain access.

I see a login on my account from somewhere I don't recognise.

• Why this may happen: Someone else may have your login details, or you may have logged in while travelling or using a VPN.
• What to do next: If you are sure it was not you, call us straight away so we can look into it.

My email account has also been compromised.

• Why this matters: If someone has access to your email, they may also be able to receive emails from Send.
• What to do next: Secure your email first by changing its password and turning on extra security with your email provider. Then call our support team.

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