Recipients FAQs
This article answers common questions about adding, reviewing, and managing recipients in your Send account. Use the sections below to find the answer you need.
Adding recipients
Why am I being asked for a bank account number, IBAN, SWIFT code, or routing code?
Different countries and banks use different codes to identify a bank account. We ask for the codes that apply to your recipient's country and currency so the money reaches the correct account.
The most common ones you may see are:
- Account number: identifies your recipient's bank account. Used in most countries.
- IBAN: International Bank Account Number. Used in Europe, the UK, the Middle East, and parts of the Caribbean.
- SWIFT / BIC: identifies your recipient's bank. Used worldwide for international transfers.
- Sort Code: a 6-digit code that identifies a UK bank branch.
- Routing Number: a 9-digit code that identifies a US bank.
Where can I find my recipient's bank details?
The most reliable place to get bank details is from the recipient themselves. We recommend you:
- Ask the recipient to send you their bank details directly.
- Use the details exactly as they appear, with no extra spaces.
- Avoid copying details from a third-party website or invoice you cannot verify.
If the recipient is a business, the details are often on their official invoice.
Can I add a recipient before I am ready to make a payment?
Yes. You can add a recipient at any time, before or when you're ready to send money.
New recipients are reviewed before they can be used.
Common mistakes when adding a recipient
Take a moment to double-check your details before submitting. Small mistakes can delay your recipient or cause problems with a payment.
Watch out for:
- Wrong account number or IBAN: Even one wrong digit can cause a problem. Copy and paste where possible, and double-check before submitting.
- Wrong currency: Make sure the currency matches what your recipient asked for.
- Missing routing or sort code: Some countries need extra codes (such as a US Routing Number or UK Sort Code). Include them when prompted.
- Recipient name typo: Use the recipient's name as confirmed by them.
If you're not sure about any detail, ask the recipient to confirm before you save them.
Recipient statuses
After you save a new recipient, we'll review their details before you can use them for payments. This helps us meet our legal and compliance obligations.
Why is my recipient being reviewed?
All new recipients are reviewed before they can be used for a payment. This is part of the standard checks we do on every new recipient.
This helps us meet our legal and compliance obligations.
For more on what to expect and how long this takes, see How long does it take to verify my recipient?
Can I send money while a recipient is being reviewed?
No. New recipients are reviewed before they can be used. You'll need to wait until the review is complete before sending money to them.
For more on what to expect, see How long does it take to verify my recipient?
Recipient bank accounts
Why does one recipient have multiple bank accounts?
A recipient can have more than one bank account because they may:
- Receive money in different currencies.
- Use different banks for different purposes.
- Have updated their details at some point.
If a recipient has more than one bank account saved, choose the one that matches the payment details you intend to use.
For full instructions on adding another account, see How to add another account to a recipient.
Editing and managing recipients
Can I edit or delete recipients?
For details on what you can change after saving a recipient, and how to remove a recipient you no longer use, see Can I edit or delete recipients?
Can I download a recipient's payment history?
Downloading a recipient's payment history is not currently available. If you need help with information about a payment to a recipient, please contact our support team.
Security and verification
What happens if I enter the wrong bank details?
To help avoid sending money to the wrong account:
- Always double-check the account and bank codes before saving.
- Ask the recipient to confirm their details if you're unsure.
To understand whether Send checks recipient account details, see Can you confirm account details are correct?
If you've already sent a payment to incorrect details, please contact our support team as soon as possible. The sooner we know, the more we may be able to do to help. For full details, see Sent a payment to incorrect recipient details (name or account details), what do I do?
Does Send validate the recipient's bank details?
When you add a recipient, we run a review before they can be used for a payment. This helps us meet our legal and compliance obligations.
Reviewing a recipient is not the same as confirming the bank account number itself is correct. To learn more about what we check and what you should still verify, see:
- How to add a new recipient
- Can you confirm account details are correct?
Contact us
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Phone: 1800 982 418
International: +61 7 5619 5700
Hours: 8:30am - 5:30pm AEST/AEDT, Monday - Friday