Security and scams

About this information

Send Payments provides foreign exchange and remittance services only. The information in this article is general in nature and doesn't take your personal circumstances into account.

SendFX Limited holds an Australian Financial Services Licence (AFSL 509635). For more information about our services, please see our Financial Services Guide.

Before you start

• You'll need access to your Send Payments account.
• Have your authenticator app ready on your phone. If you haven't set one up yet, see How to set up multi-factor authentication (MFA).
• If you think your account is already at risk, skip ahead to Step 6: Notice anything unusual? Let us know immediately below.
  
  

Login Security Tip:

Never log in using a link sent in an unexpected email or text message. Always open the Send website or app directly using a trusted bookmark or official web address.

How to protect your Send account. 

Step 1: Protect your login

Strong login habits are one of the best ways to keep your money safe.

• Use a strong, unique password. Don't reuse a password from another website. A mix of letters, numbers, and symbols works best.
• Never share your password or one-time codes - not even with someone who says they work for Send Payments.
• Reset your password if you're unsure. See How to update or reset your password for step-by-step instructions.
  
  

Step 2: Keep your devices and email safe

Scammers often target the device or email account you use to log in.

• Keep your computer, phone, and browser up to date.
• Use a password or biometric lock on your devices.
• Protect the email address linked to your Send Payments account with a strong password and multi-factor authentication.
• Avoid logging in on shared or public computers.
• Avoid accessing your account or sending money over unsecured public Wi-Fi. Always use a private, trusted internet connection or cellular data.
  
  

Step 3: Learn how to spot a scam

Scams come in many forms, but most share the same warning signs. Be cautious if you notice any of these:

• Pressure or urgency - "You must act now" or "Your account will be closed."
• Unexpected contact - a call, text, email, or social media message you weren't expecting.
• Requests for secrecy - being told not to tell family, friends, or your bank.
• Promises that sound too good to be true - guaranteed returns, "exclusive" investments, or surprise winnings.
• Requests to move money to a "safe account" or to a new recipient you've never paid before.
• Requests for remote access to your computer or phone.
• Payment to someone you've only met online, especially if you've never met them in person.
• Check Scamwatch, a website run by the Australian Competition and Consumer Commission (ACCC), and provides information to consumers and small businesses about how to recognise, avoid, and report scams. See, https://www.scamwatch.gov.au/

If something feels off, pause. Scammers rely on rushing you. It's always okay to stop, check, and ask questions before sending money.

Step 4: Know what Send Payments will never do

This list can help you tell a real Send Payments message from a fake one.

• We will never call, email, or message you asking for your password.
• We will never ask you for your one-time authentication code.
• We will never ask you to move money to a "safe account."
• We will never ask you to install remote-access software so we can "help" you.
• We will never pressure you to send a transfer urgently.

If anyone contacts you claiming to be from Send Payments and does any of the above, treat it as suspicious. Stop engaging, and contact us using the official details below to verify before taking any action.

Step 5: Check before you send money

Before confirming any international transfer:

• Double-check the recipient's name and account details directly with them - by phone or in person, not by replying to an email.
• Be extra careful with new recipients, or with changes to existing recipient details. This is a common business scam tactic.
• Review the amount, currency, and reason for payment before you confirm.
  
  

Step 6: Notice anything unusual? Let us know immediately

If you spot a strange login, an unfamiliar transfer, or a suspicious message claiming to be from Send Payments, please report it right away.

• Urgent account or payment concerns: Call us immediately at 1800 982 418 (+61 7 5619 5700 International) during 8:30am - 5:30pm AEST/AEDT, Monday - Friday. .
• Suspicious emails or messages: Call us using the numbers above or forward them to info@sendpayments.com

If you can, include:

• What happened and when it took place.
• Any email addresses or phone numbers associated with the suspicious activity.
• Screenshots, if available.

For your security: Do not send passwords, MFA security codes/keys, full card details in any email or message. Only provide documentation through the secure method specified by Send. Never send them in response to an unexpected request."

What happens next

• We'll review your report as soon as we receive it.
• We may need to restrict access to your account while we investigate. This is a precaution to keep your money safe.
• We may contact you for more details, or to confirm recent activity.
• If a transfer is already in progress, we'll do what we can to help. Reporting quickly gives us the best chance of a good outcome.
  
  

Common questions

I got an email that looks like it's from Send Payments - is it real?

• Scammers often copy real company emails. Check the sender's address carefully, and don't click any links you weren't expecting.
• If you're unsure, don't reply. Forward the email to our support team and we'll confirm whether it's genuine.
  
  

Someone called me saying they're from Send Payments and need my code

• Treat this as suspicious. We will never ask for your password or one-time authentication code.
• Hang up. Do not share any codes. Then report the call to our support team.
  
  

I think I sent money to a scammer

• Contact us as soon as possible - speed matters.
• We’ll review your report promptly and take any precautions we can to help protect your account.
• We'll do what we can to help with the transfer, although outcomes can vary depending on how far the payment has progressed.
• It's also a good idea to report the scam to your local police or consumer protection agency.
  
  

I can't log in / I think someone else is using my account

• Try resetting your password straight away. See How to update or reset your password.
• If you can't get back in, or you see activity you don't recognise, contact our support team immediately so we can help secure your account.
  
  

I run a business - is there anything extra I should watch out for?

• Business email compromise is common: scammers send fake invoices or pretend to be a supplier asking you to update their bank details.
• Always verify new or changed payment details by phone using a number you already trust - not the one in the email.
• Review your saved recipient list regularly and remove any you no longer use.
  
  

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