Frequently Asked Questions

You can find the answers to many of your questions below.

But if you still need to know more, do not hesitate to call Westernunion.com Customer Care at +682 27707 (available from Monday to Friday: 8.30 am to 4.30 pm, Saturday: 8.30 am to 12.30 pm, Sunday: Closed), or send an email to jetsave@fexcopacific.com

How do I send money online with Western Union?

You can send money online from wu.com. After you’ve chosen your destination country, you’ll see the types of services available.

Follow our step-by-step guide to learn how to send money online via various methods.

How do I complete my first money transfer online in Cooks Islands?

Before you register, make sure you have a bank account created in Cook Islands with online access. Once you have online access to your bank account in Cook Islands, you can register and start your first money transfer online right away.

To complete your first money transfer, you will have to follow these steps:

  • Login or Register;
  • Select destination country;
  • Select sending option – bank transfer;
  • Add or select beneficiary;
  • Select a payout method – cash, direct bank deposit.
  • Read information about how to protect yourself from fraud and self-declare third party attestation.
  • Review your transfer data and accept terms and conditions of the service.
  • MTCN is generated on your receipt.

You can also call Westernunion.com Customer Care at +682 27707 (available from Monday to Friday: 8.30 am to 4.30 pm, Saturday: 8.30 am to 12.30 pm, Sunday: Closed), or send an email to jetsave@fexcopacific.com

How can I verify my profile?

You can verify your profile by visiting a Jetsave agent location along with the same ID used for registration and a proof of address. You can carry a copy of one of the following as your proof of address:

  • Recent (not older than 12 Months) rates, tax or utility bill (except a mobile telephone bill).
  • Bank statement (not older than 12 months
  • Other independent source document that shows your name and permanent address.

You can also call Westernunion.com Customer Care at +682 27707 (available from Monday to Friday: 8.30 am to 4.30 pm, Saturday: 8.30 am to 12.30 pm, Sunday: Closed), or send an email to jetsave@fexcopacific.com

To which countries and territories can I send money online?

You can see all the countries you can send money online from wu.com in Cook Islands. If you prefer to send money directly to a bank account, you can find the list of countries online.
Transfers within Cook Islands are available.

How do I pay for my money transfer online?

You can pay for your online money transfer via bank transfer only.

You can also call Westernunion.com Customer Care at +682 27707 (available from Monday to Friday: 8.30 am to 4.30 pm, Saturday: 8.30 am to 12.30 pm, Sunday: Closed), or send an email to jetsave@fexcopacific.com

How much money can I send online from Cook Islands?

You can send up to 10,000 NZD per transaction. In case you wish to send above 10,000 NZD, visit one of our agent locations.

How do I know if my online transfer has been approved?

Your online receipt will show whether your transfer has been approved. When the transfer is complete, you’ll get a SMS with your money tracking control number (MTCN).

How can I cancel an online money transfer after it was sent?

An online money transfer can only be cancelled if it has not been collected by the receiver in the destination country.

However, if you have changed your mind, and wish to cancel a transfer – full amount is refundable.

In case of WU technical issued or fraud issues – full amount is refundable

You can also call Westernunion.com Customer Care at +682 27707 (available from Monday to Friday: 8.30 am to 4.30 pm, Saturday: 8.30 am to 12.30 pm, Sunday: Closed), or send an email to jetsave@fexcopacific.com

Can I get a receipt for my online transfer?

Your receipt will be available online. You can also see the details of all your transfers in your profile section on wu.com.

What is a Money Transfer Control Number (MTCN)?

The Money Transfer Control Number (MTCN) is a unique number assigned to your transfer. Your receiver will need this number when they pick up their money, and it can also be used to track your transfer.

Who uses Western Union money transfer services?

Anyone who needs to send or receive money quickly uses Western Union. These include people supporting friends or relatives abroad and travelers who need to make fast, international transfers.

Who are Western Union® agents?

Western Union agents are our representatives in the different countries you send or receive money, they may be banks, post offices, supermarkets, grocery stores, check cashers, mailbox centers, drug stores, travel agencies, depots, airports, train and bus stations, currency exchange offices and other retailers.

How can I find a Western Union® agent location in Cook Islands?

Finding an agent location in Cook Islands is easy, just use our online agent locator tool.

How do I send money from an agent location?

Once you get to our agent location, you will be asked to provide the following:

  • Your receiver’s first name and surname
  • The exact amount you wish to send
  • The country you are sending to
  • A valid government-issued ID
  • A proof of address

After presenting all that information you can give the agent the total amount including the applicable service fees. Your money then will be available in minutes to your receiver after the transfer is completed.

What documents can I use to send money in Cook Islands?

If you’re a resident of Cook Islands, you need to present any official government-issued ID such as: a valid Passport, Driver’s license, Firearms license.
If you’re not a resident of Cook Islands, you need to present any official government-issued ID such as: a passport, or a Driver’s license (issued in New Zealand or Australia).
Acceptable IDs are subject to the banking laws and regulations of Cook Islands.

How much money can I send from a Western Union agent location in Cook Islands?

You can send up to 10,000 NZD per transaction.
Additional documents will be required if you want to send over 10,000 NZD per transaction.

How are money transfers paid out to receivers?

Money transfers will generally be paid in cash. After you’ve chosen your destination country, you may ask the agent for the types of services available to you.

Other restrictions may apply. Please contact a Western Union agent to get more information about restrictions. You can also call Westernunion.com Customer Care at +682 27707 (available from Monday to Friday: 8.30 am to 4.30 pm, Saturday: 8.30 am to 12.30 pm, Sunday: Closed), or send an email to jetsave@fexcopacific.com

How can I know the status of my money transfer?

You can check your transfer status online. All you need is the sender’s or receiver’s name and the tracking number (MTCN – Money Transfer Control Number) printed on the receipt.

Can I send money at any time at an agent location?

Each Western Union agent location determines its own hours of operation. Some have extended hours and open during weekends. Find a nearby Western Union agent location click agent locator tool.

What documents can I use to pick up money in Cook Islands?

If you’re a resident of Cook Islands, you need to present any official government-issued ID such as: a valid Passport, Driver’s license, Firearms license.
If you’re not a resident of Cook Islands, you need to present any official government-issued ID such as: a passport, or a Driver’s license (issued in New Zealand or Australia).
Acceptable IDs are subject to the banking laws and regulations of Cook Islands.

How do I know if my money transfer has been received?

You can track your transfer online at wu.com. Type in the sender’s name and MTCN (Money Transfer Control Number). We will then update you on the status of your money transfer.

You can also call the Westernunion.com Customer Care at +682 27707 (available from Monday to Friday: 8.30 am to 4.30 pm, Saturday: 8.30 am to 12.30 pm, Sunday: Closed), or send an email to jetsave@fexcopacific.com

How do I pick up a money transfer?

You can pick up the money at any Western Union agent location. You’ll need to provide the following information:

  • Your name and address.
  • Your sender’s full name.
  • The country where the money was sent from.
  • The exact amount that was sent.
  • The tracking number ( MTCN – Money Transfer Control Number)

Acceptable IDs are also required.

For more information, you can contact the nearest Western Union agent. You can also call Westernunion.com Customer Care at +682 27707 (available from Monday to Friday: 8.30 am to 4.30 pm, Saturday: 8.30 am to 12.30 pm, Sunday: Closed), or send an email to jetsave@fexcopacific.com

How does a Western Union agent pay out money transfer?

Money transfers will generally be paid in cash. Other restrictions may apply. For more information, visit your nearest Western Union agent location. You can also call Westernunion.com Customer Care at +682 27707 (available from Monday to Friday: 8.30 am to 4.30 pm, Saturday: 8.30 am to 12.30 pm, Sunday: Closed), or send an email to jetsave@fexcopacific.com

How much does it cost to receive money?

All fees are paid by the sender.

How do I register online on wu.com in Cook Islands?

Registration is required for most of our services. When you visit wu.com for the first time you’ll need to complete the profile registration form and follow these steps:

  1. Enter your phone number. You will instantly receive a confirmation code on your mobile phone.
  2. Fill in the online registration form with the following information: full name, residential address, phone number, date and country of birth, occupation, resident/ non-resident, your government-issued ID type, expiration date and ID number.
  3. Once you have successfully registered online, you will be asked to accept the Terms and Conditions for our online services.
  4. After your profile is created, you will need to go through a one-time verification in person at our agent location with your government-issued ID and proof of address.

If you have any questions while registering, please callWesternunion.com Customer Care at +682 27707 (available from Monday to Friday: 8.30 am to 4.30 pm, Saturday: 8.30 am to 12.30 pm, Sunday: Closed), or send an email to jetsave@fexcopacific.com

Does it cost anything to register for online services in Cook Islands?

No, it’s free to register.

Who can register and send money online?

Anyone who meets the following conditions can use our online services:

  • Residents must have a valid Passport or Driver’s license or Firearms license. Non-residents must have a valid Passportor Driver’s license (issued in Australia or New Zealand).
  • Must be of at least 18 years of old.
  • Must accept the Terms and Conditions of using this service.
  • Must have a valid phone number.
  • Must have a Cook Island issued bank account
How many times can I register?

Registration with a valid ID and phone number is possible only once.

How can I change or update my Western Union profile?

You can change or update your Western Union profile information from the “Profile overview” tab after you log in.

If you want to change your mobile number, a notification SMS will be sent to your new number once you update it.

If you have any questions about your profile update, please call Westernunion.com Customer Care at +682 27707 (available from Monday to Friday: 8.30 am to 4.30 pm, Saturday: 8.30 am to 12.30 pm, Sunday: Closed), or send an email to jetsave@fexcopacific.com

What do I do if I forgot my User ID / login password/ or repeatedly entered incorrect details?

Your User ID is your phone number.
If you forgot your password, you can click on “Forgot password” option and a new password will be sent to your email. If you repeatedly entered incorrect details or your profile is locked, please try log in to your profile after 30 minutes.
You can also contact Westernunion.com Customer Care at +682 27707 (available from Monday to Friday: 8.30 am to 4.30 pm, Saturday: 8.30 am to 12.30 pm, Sunday: Closed), or send an email to jetsave@fexcopacific.com

What do I do if I want to change or update my password and phone number?

You can change your password on the “Profile overview” page after you log in. Please select “Edit profile” from the right-side menu and change your password.
For online registration, you can use only one phone number.
If you have any questions please contact our Westernunion.com Customer Care at +682 27707 (available from Monday to Friday: 8.30 am to 4.30 pm, Saturday: 8.30 am to 12.30 pm, Sunday: Closed), or send an email to jetsave@fexcopacific.com

How can I delete my Western Union online profile?

You can delete your online profile by contacting Westernunion.com Customer Care at +682 27707 (available from Monday to Friday: 8.30 am to 4.30 pm, Saturday: 8.30 am to 12.30 pm, Sunday: Closed), or send an email to jetsave@fexcopacific.com

Does Western Union need to confirm my identity?

Yes, before making your first online transfer, you will need to verify your profile. Once you have successfully registered online, you will be asked to visit the Jetsave agent location to verify your identity in-person.

How long will it take to confirm my identity?

After you present a valid government-issued ID and proof of address at the Jetsave agent location, you will receive a confirmation via SMS that your profile has been verified. If you need to send money before your verification is completed, please visit a Western Union agent location.

How do I provide my identification document?

Please present a valid identification document along with a proof of address at Jetsave agent location during your verification process.
Acceptable ID documents for Cook Islands residents are: Passport, Driver’s license, Firearms license.
Acceptable ID documents for non-residents are: Passport, Driver’s license (issued in New Zealand, or Australia).

Which branches can verify my profile in Cook Islands?

You can verify your profile by visiting:

Jetsave Cook Islands Limited, Main Road, Downtown Avarua, P.O. Box 40, Rarotonga, Cook Islands.

Western Union values its business and takes pride in delivering your funds in the quickest and most reliable way possible. However, it is important that you protect yourself from fraudsters who are out to get your money.

Below are some frequently asked questions about fraud. For more information, please visit the Fraud awareness section here.

Are there common fraud scenarios that I should be aware of and things I shouldn’t send my money for?

Yes. Only use Western Union to send money to friends and family. Never send money to someone you have not met in person. Scammers sometimes encourage people to transfer money. Do not transfer money to anyone who asks you to send them money:

  • For an emergency situation you haven’t confirmed.
  • For an online purchase.
  • For anti-virus protection.
  • For a deposit or payment on a rental property.
  • To claim lottery or prize winnings.
  • To pay taxes.
  • For a donation to charity.
  • For a mystery shopping asignment.
  • For a job opportunity.
  • For a credit card or loan fee.
  • To resolve an immigration matter.

If you transfer money, the person you’re sending it to gets the money quickly. After the money is paid, Western Union may not be able to give you a refund, even if you are the victim of fraud, except under limited circumstances.

Someone claiming to be from Western Union e-mailed me. What should I do?

If you receive an email from anyone claiming to be from Western Union and you are unsure about it, do not click on any links in the mail. This may be a “phishing” attempt to acquire sensitive information from you. Instead, immediately contact the Westernunion.com Customer Care at +682 27707 (available from Monday to Friday: 8.30 am to 4.30 pm, Saturday: 8.30 am to 12.30 pm, Sunday: Closed), or send an email to jetsave@fexcopacific.com

Western Union will never send you e-mails to ask for your user ID, password, or credit card details.

What is a Test Question? When is it used?

In some countries, senders are asked to provide a ‘Test Question’ and its answer when they initiate the transfer. In cases where a ‘Test Question’ was provided by the sender, the receiver may be required to give the answer when picking up the funds. The ‘Test Question’ feature is designed for emergency situations where the receiver still needs to provide proper identification. It should never be used as additional security or to delay payment. In many places, we’ll pay the receiver whenever the receiver shows proper identification, even if he/she does not know the answer to the question. Test question is not available for payout in Cook Islands.

Can the Test Question feature secure my funds or delay payment of a transaction?

The ‘Test Question’ feature is designed for emergency situations where the receiver still needs to provide proper identification. It should never be used as additional security or to delay payment. In many places, we’ll pay the receiver whenever the receiver shows proper identification, even if he/she does not know the answer to the question. Test question is not available for payout in Cook Islands.

What can I do if I suspect fraud or am a victim of fraud?

You should immediately visit our agent location for assistance with a transaction that you believe was sent for fraud. You should also file a report with your local law enforcement. You should also contact your government’s Office of Consumer Affairs and police station if you are uncertain or suspicious of a telephone, mail, or e-mail solicitation.

What additional tips should I keep in mind?
  • Always make sure you know who you are sending money to.
  • Discontinue a call if a caller coaches you to respond to questions asked by Western Union.
  • Security is everyone’s responsibility. Stay informed. Keep abreast of new fraud trends.
  • Remember, if it seems too-good-to-be-true, it probably is.
  • For more information about how to protect yourself from fraud, click here.
How does Start online and pay in-store service work?

With the Start online and pay in-store service, you could get access to lower transfer fees than if you directly started the transfer at an agent location. This is how it works:

  • Go to wu.com
  • Register and create an online profile
  • Start a money transfer online
  • Choose “Pay in cash” as the payment method
  • Visit a participating agent location and pay for the transfer
  • A tracking number (MTCN) will be generated- share it with your receiver for cash pickup
How can I ‘lock’ the price of the transfer at wu.com?

When you start a money transfer at wu.com, the exchange rate1 available at that time will be the one that’s ‘locked in’ for 24 hours. Once you get to the agent location to pay the amount you wish to transfer, the exchange rate will be the same as what was available at the moment you started the transfer online.

What is the benefit of the Start online and pay in-store service?

When you start a transfer on wu.com and visit one of the participating agent locations to pay for your transfer, you save time and ‘lock in’ the exchange rate for 24 hours so there is no change in the complete amount you pay for your transfer. You can use the convenience of the service.

To which countries can I send money using the Start online and pay in-store service?

Find all countries you can send money to at wu.com.

Can I pay for my Start online and pay in-store transfer at any agent location?

You can pay for your Start online and pay in-store transfer at any of the participating agent locations.

What documents do I need to present at the agent location?

You will be asked to provide the following documents to complete the transfer:

  • Your mobile phone number
  • The same government-issued ID you used to create your online profile
  • The complete amount plus the applicable fees
How do I know if my Start online and pay in-store transfer has been sent?

Once all the steps for your online transfer are completed, a confirmation screen will pop up right away. After you visit a participating agent location and pay for your transfer, a tracking number (MTCN) will be generated and you will be given a receipt. After this, the funds will be sent. The receipt is the confirmation that your money transfer has been sent. Remember to share the MTCN with your receiver, as they will need it to pick up the money. When your receiver collects the money, you’ll get a SMS confirmation message or an email.

How can I cancel a Start online and pay in-store money transfer?

You can only cancel a Start online and pay in-store transfer if the money has not been collected by the receiver in the destination country, or if the transfer is automatically cancelled after no payment has been received within 24 hours. If you wish to cancel your online money transfer, please call Westernunion.com Customer Care at +682 27707 (available from Monday to Friday: 8.30 am to 4.30 pm, Saturday: 8.30 am to 12.30 pm, Sunday: Closed), or send an email to jetsave@fexcopacific.com

Can I get a receipt for my transfer?

Yes, you’ll get a receipt at the agent location after the transfer is completed.

Can I get a receipt for my transfer?

The money transfer control number (MTCN) is a unique code assigned to your transfer. When you start a money transfer online, you will receive the MTCN at the agent location on your receipt. Your receiver will need this number when they pick up their money, and it can also be used to track your transfer. Do not share this number with anyone other than your intended receiver.

1 Local restrictions in some countries, allow exchange rates to be fixed only when collected.