Tasks - frequently asked questions
This article answers the most common questions about tasks in your Send account, including why we ask for information, how to complete a task, and what happens after you submit.
Before you start
You’ll need:
- Your Send account
- Access to your account on web, tablet, or mobile.
Frequently asked questions
Why am I being asked to provide additional information?
We may ask for additional information or documents as part of our compliance, fraud, scam and other risk-based checks.
We may need this information before we can continue with an account review, recipient approval or payment.
Being asked for information doesn't mean there's a problem. It simply means we need a little more information before we can continue.
For more details, see What's a task and why do we ask for this information.
What documents can I provide?
The documents we accept depend on what we need to check. The task screen will tell you exactly what information or document you need to upload.
We accept the following file types:
- Photos and scans: JPEG, JPG, PNG, BMP, WEBP
- Documents: PDF
The maximum file size is 100MB per file.
You can upload more than one file to the same task if needed.
For more details, see Accepted documents and file sizes.
Why do you need this document?
The document we ask for depends on what we need to check.
For example:
- Identity documents help us verify who you are.
- Invoices may help us understand the purpose of a payment.
- Relationship information may help us understand who is involved in a transaction.
- Bank statements or payment confirmations may help us trace funds or confirm account ownership.
The task will explain what we need and why.
If you're still unsure, please contact our support team.
Is my information secure?
We handle your information in accordance with our legal and regulatory obligations.
You can read more about how Send handles personal information in our Privacy Policy.
How do I know this request is legitimate?
You can complete tasks by logging in to your Send account.
If you're unsure about a request:
- Log in directly through our website rather than clicking links in emails.
- Don't click suspicious links.
- Contact our support team to confirm a request is genuine.
For more guidance, see Security and scams.
What happens if I don't complete a task?
If you don't complete a task, the related action may be delayed or may not be able to continue.
For example, this may affect:
- Your account setup
- A recipient approval
- A payment
- A pay-in or return of funds
- An account or transaction review
The task will explain what information is needed.
How long will it take to review my information?
Once you've submitted a task, it will move to the "In review" tab.
Our team will then review the information you provided.
Reviews are usually completed within 1 business day, but some reviews may take longer if we need more information or additional checks are required.
How can I check the status of my task?
You can view all your tasks in the Tasks section of your account.
You'll see two tabs:
- To do: tasks waiting for you to complete.
- In review: tasks you've already submitted that are being reviewed by our team.
For step-by-step guidance, see What's a task and why do we ask for this information.
What if I uploaded the wrong document?
Once a task has been submitted, it can't be edited.
If you've uploaded the wrong document, contact our support team as soon as possible.
If we can’t accept your submission, we may create a new task so you can upload the correct document or provide different information.
What if I don't have the document?
If the task is asking for information about your recipient, you may need to request it directly from them.
Open the task and click "Ask recipient" to copy a pre-written message you can send to your recipient.
If you're unable to obtain a document or information requested, please contact our support team so we can explain the next steps.
For more details, see I need information from my recipient to complete a task.
Why are you asking for information about my recipient?
To process an international payment, we may need information about the person or business you're sending money to.
This helps us complete our checks, understand the payment and meet our legal and regulatory obligations.
If you don't have the information yourself, you can use the "Ask recipient" feature to request it directly from your recipient.
Contact us
Call Us
Phone: 1800 982 418
International: +61 7 5619 5700
Hours: 8:30am - 5:30pm AEST/AEDT, Monday - Friday