My payment is 'Sent' but it hasn't arrived yet?
If your payment shows as Sent in your Send account but your recipient hasn't received the money yet, this article explains what "Sent" means and what to do next.
General information only
Send Payments provides foreign exchange and remittance services only. The information in this article is general information only and does not take your personal circumstances into account. Please review our Financial Services Guide (FSG) and Product Disclosure Statement (PDS) on our website for more information.
Before you start
Make sure that:
- You have logged in to your Send account and checked the latest status of your payment.
- You have your payment details handy, including the recipient and the amount.
- You have checked with your recipient to confirm the money has not arrived in their account.
How to check your payment status.
Step 1: Check the payment status in your Send account
Log in to your Send account and find the payment in your recent transaction list on the dashboard. If the status shows Sent, it means Send has processed the payment for transfer.
[Suggested visual: add a screenshot of the payments list showing a payment with the 'Sent' status]
Step 2: Allow time for the payment to arrive
After a payment is marked Sent, the time it takes for the funds to arrive can vary. Timing depends on factors such as the receiving bank’s processes, banking cut-off times, weekends and public holidays. In some cases, other banks involved in processing the payment may also affect timing or apply deductions outside Send's control.
For more on expected timeframes, see <u>How long will my payment take?</u>.
Step 3: Confirm with your recipient
Before contacting support, please:
- Ask your recipient to check their account again, including any recent transactions and pending or in-progress credits.
- Ask them to also check whether their bank has held or queried the payment.
Sometimes a payment has arrived but the recipient may not have noticed it, or the recipient's bank may need more time to release the funds into the account.
Step 4: Contact our support team if your payment hasn't arrived in the expected timeframe
If your payment has not arrived within the expected timeframe for that payment type, contact our support team. We can review the payment status with our banking partners.
When you contact us, please have the following ready:
- Your recipient's name and bank details.
- The amount you sent and the currency.
- The transaction details, such as the date sent and the payment reference shown in your Send account.
If you need information about your payment, our support team can let you know what confirmation details may be available.
What happens next
- Once a payment is Sent, Send has processed and released the payment.
- Timing is not guaranteed and can vary depending on banking processes and the receiving institution.
- Banks generally do not process payments on weekends or public holidays in either country, so please allow for extra time around these dates.
- Other banks involved in processing the payment may affect timing or apply deductions outside Send's control.
- If your payment has not arrived within the expected timeframe for that payment type, contact our support team and we can review the payment status with our banking partners.
Common questions
I can see the payment is Sent but my recipient says nothing has arrived
- Once a payment is Sent, Send has processed the payment for transfer.
- Ask your recipient to double-check their account, including any pending or in-progress credits.
- If your payment has not arrived within the expected timeframe for that payment type, contact our support team and we can review the payment status with our banking partners.
Can I get information about my payment?
- Contact our support team and we can let you know what confirmation details may be available for your payment.
- Whether the information is accepted by your recipient's bank is outside Send's control.
My recipient's bank says they need a reference or proof of payment
- Contact our support team and let us know what your recipient's bank has asked for.
- We can advise what confirmation details may be available to share with you.
What if the payment is returned to Send?
- In some cases, a payment may be returned. If this happens, see "Why was my payment returned?" for next steps.
Will weekends or public holidays delay things?
- Most banks do not process payments on weekends or public holidays in either country.
- This means a payment completed late in the week may not arrive until the next business day in the destination country, even if it's marked 'Sent'."
Important information
Send Payments provides foreign exchange and remittance services only. The information in this article is general information only and does not take your personal circumstances into account. For full details, please review our Financial Services Guide (FSG) and Product Disclosure Statement (PDS) available on our website.
Contact us
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International: +61 7 5619 5700
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