Payment FAQs

1. Is my exchange rate locked in?

When you start a payment, you'll see an exchange rate and a short countdown timer at the top of the screen and inside the Confirm button. The timer is there to keep your rate close to the live market rate.

How long is my rate available for?

While you're reviewing your payment, the rate is held for around 2.5 minutes before it refreshes.
The countdown timer at the top of the screen and inside the Confirm button shows the time left.

What happens if my rate expires?

You don't need to rush. If the timer runs out, a pop-up appears letting you know the rate has updated.
Select Accept updated rate to continue with the new rate.
Your payment details (recipient, amount, reason) are saved, you just get a fresh rate.

Will my exchange rate change after I confirm?

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.

Why do rates expire?

Exchange rates move continuously as the global market changes.
Refreshing the rate regularly helps keep the rate you see close to the live market rate.
Exchange rates are indicative and subject to market movement. 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.

For more on how our rates work, see What are your exchange rates?

2. Why do I need to select a payment reason?

A payment reason is a short description of why you're sending money (for example, paying a supplier or sending money to family). It's a required step on every payment.

Why do you ask for a payment reason?

It helps us make sure your payment is smooth and meets regulations.

Does the payment reason affect how my payment is sent?

No, the reason doesn't change how your money is sent. It helps us understand what your payment relates to so we can complete any checks safely.
Choosing the option that best matches your payment helps it go through smoothly.

How specific does my payment reason need to be?

You don't need to write a detailed explanation. Just choose the option from the dropdown that best matches the main purpose of your payment.

What if I can't find an exact payment reason? / What if multiple reasons seem correct?

Choose the option that best reflects the main purpose of your payment.
If you're unsure or none of the options feel right, please contact our support team before confirming. We'd rather help you choose the right one upfront.

What happens if I select the wrong reason?

Please choose carefully. If the reason doesn't match the purpose of the transfer, your payment may be delayed or, in some cases, rejected.
If you're not sure which reason to pick, contact our support team before you confirm.

Can I change my payment reason later?

No. Once you confirm a payment, you can't edit the reason from your account.
If you've already confirmed and think you selected the wrong reason, contact our support team as soon as possible. Please be aware that depending on where the payment is in processing, the support team may not be able to change the reason for you.

3. Will the recipient receive the exact amount shown?

Before you confirm, the Confirm payment screen shows you a clear summary, including the amount you're sending, the exchange rate, the "Fees from Send" line, and the total your recipient will receive.

Will my recipient receive the full amount shown?

Send sends the full amount shown on the Confirm payment screen.
What actually arrives in your recipient's account depends on whether any other bank along the way deducts a charge before the funds land.

Can the recipient's bank deduct fees?

Yes. For international payments sent via the SWIFT network, the recipient's bank or any intermediary bank involved in the transfer may deduct their own charges along the way.
These charges are set by those banks and are outside Send's control.

Why is the amount received different from the amount sent?

The most common reason is that an intermediary or receiving bank has deducted a fee.
If your recipient has received less than expected, contact our support team and we can help look into what may have been deducted.

For more, see Does Send charge fees to send my money?

4. When will my payment arrive?

How long a payment takes can depend on the currencies involved, the recipient's bank and a few other factors.

When will my payment arrive?

Transfers are typically received within 24 - 48 hours.
Some transactions can even be received within the first 24 hours, depending on currency, destination, banking partners, and other factors (such as cut-off times and compliance checks).
Timing may vary based on when the wallet is funded and public holidays.

Is the arrival date guaranteed?

No. Arrival times are estimates only and are not guaranteed.

What can delay a payment?

A payment can take longer if:

Your wallet hasn't been funded yet.
It's a weekend or public holiday in your country or your recipient's country.
The receiving or intermediary bank takes longer to process the payment.
We need extra information or documents to complete our checks.

How will I know if my payment has been delivered?

The status of your payment updates in your recent transactions as it moves through each stage (for example, Pending, Awaiting funds, Sent).
When the payment leaves Send, the status changes to Sent.
We email you once your payment reaches Sent status. We don't send emails for other status changes.
After Sent, the recipient's bank still needs time to process the payment before it lands in their account.

For more, see How long will my payment take?, How do I check my payment's status? and How do you notify me about a payment?

5. What fees apply to my payment?

We aim to make our pricing clear before you confirm any payment.

Are there any fees from Send?

Keep more of your money. Opening an account with Send is free, and we don't charge any ongoing account, platform or maintenance fees.
Note: Receiving or intermediary banks may still charge their own fees outside our control.

Can intermediary or recipient banks charge fees?

There are no hidden fees from Send. The receiving or intermediary bank may charge fees outside our control.
If that happens, the fees will be taken from the payment so it arrives as quickly as possible.

How can I see all fees before I send?

Before you confirm, the Confirm payment screen shows a clear breakdown:
- The amount being sent
- The exchange rate
- The "Fees from Send" line
- The total amount your recipient will receive
Take a moment to review this summary before selecting Confirm.