Why is my payment taking longer than the estimate?
If your payment is taking longer than the estimate you saw when you booked it, this article will help you understand why and what to do next.
Before you start
Have your transaction or payment reference ready in case you need to contact our support team. You can find this in your Send account. For general timeframes, see How long will my payment take?.
What to do if your payment is taking longer than expected.
Step 1: Check the status of your payment in Send
Open your Send account and go to your payments list. The status will tell you where your payment is in the process:
- Pending - Your payment is being processed but has not been sent yet. Your payment will keep showing as Pending if we're waiting for your wallet to be funded.
- Sent - The payment has left Send and is being processed by the receiving bank.
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Step 2: Check for any tasks or information requests
Sometimes we need extra information or documents before a payment can move forward. If we do, you'll see a task in your Send account.
- Open the task and follow the instructions.
- Provide the requested information or documents as soon as you can so the review can be completed.
Step 3: Check the calendar
Processing may be delayed on weekends or public holidays, depending on the banks and countries involved. A payment booked late in the week, or close to a holiday in the destination country, may not move until the next business day. For more information see, Public holidays that may affect your payment.
Step 4: Allow time for the receiving bank to process the payment
Once a payment is Sent, the receiving bank still needs to process it before the money arrives. Processing times can vary by country and bank.
Step 5: Contact our support team if your payment is taking longer than expected
If your payment is taking longer than expected, or if you have completed any tasks we asked for and the status hasn't changed, contact our support team. We can:
- Check the latest status of your payment.
- Review the payment and advise what investigation options may be available.
- Provide a booking confirmation or payment confirmation if needed, depending on the payment stage.
What happens next
- If your payment is Pending or Awaiting funds: It will move forward once the checks are complete or your wallet is funded. In most cases, you do not need to do anything unless we ask you for more information.
- If your payment is Sent: It is with the receiving bank. Processing times can vary by country and bank.
- If you've completed a task we asked for: Our team will continue the review. You'll see the status update in your Send account once the review is finished.
- If you contact support: We'll look into the payment for you and let you know the next steps.
A few things that can cause a payment to take longer than the estimate:
- Tasks or information requests - If we need more information or documents, the payment will not progress until the review is complete.
- Banking cut-off times, weekends and public holidays - Processing may be delayed depending on the banks and countries involved.
- Receiving bank processing - Some banks take longer to credit incoming payments to a customer's account.
- Intermediary banks - International transfers may pass through one or more intermediary banks. These banks can hold or delay payments, and Send may have limited visibility once funds have left our network.
- Incorrect recipient details - If the recipient's account number, IBAN, SWIFT/BIC or other details are wrong, the payment may be held, returned or rejected by the receiving bank.
Common questions
My payment status still says Pending.
- Pending means we are still completing the required checks.
- Check your Send account for any tasks asking for more information or documents and complete them as soon as possible.
- If there is no task and the status hasn't changed, contact our support team.
My payment shows as Sent, but my recipient hasn't received it yet.
- Once a payment is marked 'Sent', it has left Send and is either on its way to or being processed by the receiving bank.
- Processing times can vary by country and bank.
- If your payment is taking longer than expected, contact our support team. We can review the payment and advise what investigation options may be available.
My recipient's bank is asking for proof that the payment was sent.
- Our support team may be able to provide a booking confirmation or payment confirmation, depending on the payment stage.
- Contact us with your transaction reference and we'll let you know what's available.
Will weekends or public holidays delay my payment?
- Processing may be delayed on weekends or public holidays, depending on the banks and countries involved.
- Your payment may move on the next business day in the affected country.
I think I entered the wrong recipient details. Will this delay my payment?
- It can. If the receiving bank can't match the recipient details, the payment may be held, returned or rejected.
- Check the recipient details in your Send account and contact our support team straight away if anything looks wrong.
Contact us
Call Us
Phone: 1800 982 418
International: +61 7 5619 5700
Hours: 8:30am - 5:30pm AEST/AEDT, Monday - Friday