My recipient wasn't approved
If we couldn't approve a recipient you tried to add, this article explains what it means and what you do next.
Before you start
- All recipients are reviewed before they can be approved.
- If a recipient is not approved, it means we were unable to approve them based on the information available and our review requirements.
Step 1: Check your email
If we couldn't approve a recipient, we'll send you an email to let you know.
Step 2: Review the recipient's details
Check whether any of the information may be incorrect, including:
- The recipient's full name
- The account number or other account details
- The country and currency you selected
Step 3: Add the recipient again if the details were incorrect
If you identify an error, add the recipient again using the correct information.
If the details were already correct, do not keep submitting the same recipient. Contact our support team so we can help with the next steps.
For step-by-step help, see How do I add a recipient?
What happens next
- If a recipient is not approved, you won't be able to send money to them.
- If you believe incorrect information was provided, you can add the recipient again using the correct details.
If the information was correct or the recipient is still not approved, contact our support team. We may not always be able to provide specific details about why the recipient was not approved, but we can help you understand the next steps.
Common questions
I'm sure my recipient's details are correct - why weren't they approved?
- All recipients go through a review before they can be approved
- Please contact our support team if you need help understanding the next steps. We may not always be able to provide specific details about why a recipient was not approved.
I can't find my recipient's country when I try to add them
- We don't currently support every country.
- If your recipient's country isn't available, we won't be able to send money there at this time.
- See, List of countries you can't send money to or pay in from and why
What can I do if I think something is wrong?
- Review the recipient's details carefully. If you find an error, add the recipient again using the correct information.
- If the information was already correct, contact our support team before trying again.
Can I add a different recipient instead?
- Yes. You can add a new recipient at any time. Make sure the information you provide is accurate, current and complete.
Contact us
Call Us
Phone: 1800 982 418
International: +61 7 5619 5700
Hours: 8:30am - 5:30pm AEST/AEDT, Monday - Friday