Is my exchange rate locked in?

Your exchange rate is guaranteed as long as you fund the payment in time.

When you confirm your payment, your exchange rate is locked in and your trade is booked at that rate. By confirming, you're agreeing to fund the payment by the deadline shown in your email confirmation.

If your payment isn't funded in time, we may need to cancel the payment. Because your rate was already locked in, cancelling can result in a cost, and you'll need to rebook your payment at the current rate.

If you need help understanding how this applies to your payment, contact our support team.How rates work as you set up your payment

On the quote screen ("Create payment")

• The rate shown is indicative and based on the live market.
• A short countdown timer is displayed at the top of the screen and inside the Next button.
• If the timer runs out before you continue, a pop-up appears showing an updated rate. You can choose to:
  • Continue with the updated rate, or
  • Cancel the payment.

[Suggested visual: add a screenshot of the rate-update pop-up.]

On the "Confirm payment" screen

• This is where you review your payment and select Confirm.
• By confirming this instruction, you agree that this trade is legally binding.
• Your payment is confirmed and the rate is locked if you see the screen We’re processing your payment.
• Rates are indicative and subject to market movement. Rates are not guaranteed until confirmed by you.

[Suggested visual: add a screenshot of the Confirm payment screen.]

For the full step-by-step payment journey, see How do I send money with Send. For full details about your rights and obligations, please read our Terms and Conditions, Financial Services Guide (FSG), and Product Disclosure Statement (PDS) on our website.

What happens next

• Once you confirm, your payment moves into processing and our standard checks begin.
• If your wallet still needs funding, your payment may sit in Awaiting funds. Please add funds as soon as possible. If you do not fund the trade as agreed, your payment may be delayed or cancelled, and you may need to cover any cancellation costs.
• For how long payments typically take, see How long will my payment take?.
• For how to top up your wallet, see Adding money into your account or wallet.

Common questions

The timer ran out before I could click Next

• A pop-up will appear showing an updated rate. You can continue with the updated rate or cancel the payment.
• Rates are indicative and subject to market movement, so the updated rate may be higher or lower than the rate you first saw.
  
  

The rate moved between when I started and when I confirmed

• Exchange rates change with the market. Rates are indicative and subject to market movement, and rates are not guaranteed until settlement.
• The amount shown on the quote screen is an estimate based on live market rates at that moment.
  
  

I confirmed my payment but haven't added funds yet

• Please fund your wallet as soon as possible. If you do not fund the trade as agreed, your payment may be delayed or cancelled, and you may need to cover any cancellation costs. See our Terms and Conditions and Product Disclosure Statement (PDS) for details.
  
  

I changed my mind after confirming - can I cancel?

• By confirming this instruction, you agree that this trade is legally binding. If you need to cancel after confirming, contact our support team straight away.
• If you do not fund the trade as agreed, you may need to cover any cancellation costs. See our Terms and Conditions and Product Disclosure Statement (PDS) for details.
  
  

I'd like a written record of the rate that applied to my payment

• You can view your payment details in your transaction history once your payment has been processed. Contact our support team if you need help.

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