Why do I have to provide information or documents to make a payment?
When you're sending money with Send, we may ask for a little extra information or a document before your payment can move forward. This article explains why we ask, when this usually happens, and what to expect next.
Before you start
- You'll need a Send account.
- You'll need to be logged in on web, tablet, or mobile.
When we may ask for information
Most of the time, we'll ask for extra information at one of two points:
- When you add a new recipient. Before you can send money to a new person or business, we may need a little more information about who they are or your relationship to them.
- After you've created a payment. Once you've started a transfer, we may ask for more context about what the payment is for.
We'll let you know by sending you a "task" in your Send account. A task is a quick request for one piece of information or one document.
For more details, see What's a task and why do we ask for this information.
What we may ask for
The exact information depends on the payment, but it's usually one of the following:
- An invoice or supporting document that shows the purpose of the payment (for example, an invoice or a contract).
- Information about your recipient or your relationship to them (for example, how you know them, or details about their business).
- Updated identity details, where we ask you to confirm or update identity details so we have what we need to complete a review.
The task screen will tell you exactly what we need.
If the task is asking for information about your recipient, you can click "Ask recipient" on the task to copy a pre-written message you can send to them.
Why we ask
We may ask for information or documents to help us complete compliance reviews, understand the purpose of a payment, verify recipient details, and meet our legal and regulatory obligations.
This may be part of:
- Recipient onboarding.
- Transaction review.
- Our ongoing monitoring and compliance processes.
Privacy
We comply with the Privacy Act 1988. If we ask for personal information or documents, it is to help process your transaction and meet our legal obligations. You can view our full Privacy Policy on our website.
What happens next
- Your payment or recipient may not be able to move forward until the requested information has been reviewed.
- Once you submit the task, it moves to the "In review" tab so our team can check it. Reviews are usually completed within 1 business day.
- Once approved, your recipient will be activated, or your payment will continue to the next step.
- If we need anything else, a new task will appear in your account and we'll send you an email.
- If you don't complete the task, your payment will not be able to move forward. We'll let you know if there's a time limit in the task itself.
For step-by-step help submitting a task, see How to submit a task. For accepted file types and sizes, see Accepted documents and file sizes.
Common questions
I've already provided this, why are you asking again?
- We may ask for information or documents again as part of ongoing monitoring, a recipient or transaction review, or where additional information is needed to complete a review.
- If you need help understanding a request, contact our support team.
Will my payment still go through today?
- Your payment may not be able to move forward until the requested information has been submitted and reviewed, so timing depends on how quickly the task is completed and reviewed.
- Most reviews are completed within 1 business day of submission.
- To avoid delays, complete the task as soon as you can.
What happens to my exchange rate while I complete the task?
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 are you asking about my recipient?
- To process an international transfer, we may need to verify details about the person or business you're sending money to. This helps us meet our legal and regulatory obligations.
- If you don't have the information yourself, open the task and click "Ask recipient" to copy a pre-written message you can send to them.
- For more help, see Tasks - frequently asked questions.
Contact us
Call Us
Phone: 1800 982 418
International: +61 7 5619 5700
Hours: 8:30am - 5:30pm AEST/AEDT, Monday - Friday