Frequently Asked Questions

‘Start online and pay in store’ service allows you to lower the transfer fees from what you would pay in store and gives the option to lock-in the exchange rate*. This is how the it works:

• Go to wu.com
• Register and create an online profile
• Start a money transfer
• Choose “Pay in cash” as the payment method
• Visit a participating agent location and complete the transfer with an agent.

You can choose the time to start your transfer online and ‘lock in’ the exchange rate¹ available at that time. Then visit a participating agent location and pay for the transfer with the same locked-in exchange rate. By doing so, you can ‘lock’ the price of the transfer and avail of lower transfer fees.

When you start a transfer on wu.com and visit a participating agent location to pay for your transfer, you do not need to fill in any forms. Some agents have express lanes for customers who have started the transfer online. You save time and use the convenience of the service.

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

You can also check online to view the list of countries where you can transfer money directly to a bank account.

You can pay for your ‘Start online and pay in store’ transfer at any of the participating Western Union agent locations. Click here to see the list for Fiji.

You will be asked to provide the following to the agent, in order 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

Once you finish filling in the details for your transfer online, a confirmation screen will be shown to you right away. After you visit a participating agent location and pay for your transfer, you will be given a receipt with money transfer control number (MTCN) and the money will be sent. You should then provide your receiver the MTCN so that he can pick up the money. When the transfer is complete, that is money picked up, you’ll get an SMS confirmation message or an email.

A ‘Start online and pay in store’ transfer can only be cancelled if the money has not been collected by the receiver in the destination country, or the transfer is automatically cancelled if it is not completed within 24 hours.

If you wish to cancel your online money transfer, please call our Western Union Customer Care Centre.

The receipt will be provided at the agent location after the transfer is completed.

The money transfer control number (MTCN) is a unique number assigned to your transfer. When you start a transfer online, you will receive the MTCN at the agent location.

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.

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 please contact Western Union’s Customer Service Center number at 679 3270612 (for online transfers only) or visit the nearest agent location.

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

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 email solicitation.

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.

• 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 seemts too-good-to-be-true, it probably is.
• For more information about how to protect yourself from fraud, click here.

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 Fiji.

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 Fiji.