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 Western Union customer care number at +677 7976505 (for online transfers only).

Can I send money online with Western Union?

Yes, you can send money online from wu.com. Once you have registered and created an online profile, you’ll be able to send money all around the globe. After you’ve chosen your destination country, you’ll see the types of services available to you.

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

After you register you can start your first money transfer online in Solomon Islands. Registration is simple and takes only a few minutes. Make sure you have a bank account created in Solomon Islands with an online access preferably before you start. During your profile verification process, you’ll be asked to visit a verification location and show a valid government-issued ID and proof of address. If your profile is successfully confirmed, you will then be able to send money online.

If you have any questions while registering online, please call Westernunion.com customer care number at +677 7976505 (for online services only)

To which countries can I send money online?

Find all the countries you can send money at wu.com. Also you can check online the countries you can transfer money directly to a bank account.

Domestic transfers within Solomon Islands are available.

How do I pay for my money transfer online?

You can pay online using a Solomon Islands issued bank account only with an online access preferably. After you’ve chosen your destination country, you’ll see the types of services available to you. For more details about online payments, please call Westerunion.com customer care number at +677 7976505 (for online services only).

How much money can I send online from Solomon Islands?

Once your profile has been confirmed at the verification location, you will be able to send online up to 5,000 SBD per transfer and up to 10,000 SBD per month . Any transfers higher than 10,000 SBD requires approval from a regulator. If you need more information, you can call Westernuniuon.com customer care number at +677 7976505 (for online services only).

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

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

How can I cancel a money transfer after it was sent?

A money transfer can only be cancelled if it has not been collected by the receiver in the destination country or haven’t been deposit in your receiver’s bank account. If you wish to cancel your online money transfer, please call our Westernunion.com customer care number at +677 7976505 (for online services only).

Can I get a receipt for my transfer?

Yes, a receipt will be sent to your email address after the transfer is completed. 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 travellers who need to make fast, international remittances.

Who are Western Union® agents?

Western Union agent locations are independent businesses that provide money transfer services to their customers on behalf of Western Union. They are our representatives in the different countries you need to 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 Solomon Islands?

Finding an agent location in Solomon Islands is easy, go to our 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 some information like your receiver’s first name, last name, the amount you wish to send, the country you are sending to and your government-issued ID; then just give the agent the total amount including the applicable fees.

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

Regardless if you are a resident or a non-resident, you’ll need to present any official government-issued primary and secondary IDs. Those documents should provide the following information: full name, date of birth, issue date, number, expiry date and country of issue. Primary ID can be: passport, government-issued ID, driver’s license, government-issued superannuation ID, student ID or firearms license. Secondary IDs include: birth certificate, citizenship certificate, marriage certificate, Solomon Islands work permit, Solomon Islands government-issued records, license or permit issued by the Commodity Board or association, bank statement or credit /debit card issued by a bank based in Solomon Islands, country health card or land titles office certificate.

Acceptable IDs are subject to the Banking laws and regulations of Solomon Islands.

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

You can send up to 10,000 SBD from agent location in Solomon Islands. Any transfers higher than 10,000 SBD requires approval from a regulator. If you need more information on regulatory approval, you can visit any Western Union agent location.

How are money transfers paid out to receivers?

Money transfers will generally be paid in cash or will be transferred directly to the receiver’s bank account if the option is available.

Restrictions may apply. Please contact a Western Union agent to get more information about restrictions.

How can I know the status of my money transfer?

You can check your transfer status online, all you need is the sender’s name and the Money Transfer Control Number (MTCN) printed on the sender’s receipt.

Can I send money at anytime in 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 with our agent locator tool.

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

Regardless if you are a resident or a non-resident, you’ll need to present any official government-issued primary and secondary IDs. Those documents should provide the following information: full name, date of birth, issue date, number, expiry date and country of issue. Primary ID can be: passport, government-issued ID, driver’s license, government-issued superannuation ID, student ID or firearms license. Secondary IDs include: birth certificate, citizenship certificate, marriage certificate, Solomon Islands work permit, Solomon Islands government-issued records, license or permit issued by the Commodity Board or association, bank statement or credit /debit card issued by a bank based in Solomon Islands, country health card or land titles office certificate.

Acceptable IDs are subject to the Banking laws and regulations of Solomon Islands.

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

You can go to  track a transfer on WU.com. Then type in the sender’s name and the MTCN (money transfer control number). You’ll get an update on the latest status of your money transfer.

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:

  • Sender’s full name
  • The country where the money was sent from.
  • The approximate amount that was sent.
  • The tracking number – ( MTCN – Money Transfer Control Number)
  • Acceptable ID documents are also required

For more information, please visit your nearest Western Union agent location.

How does a Western Union agent pay out the money transfer?

Money transfers will generally be paid in cash.
Other restrictions may apply. For more information, please visit your nearest  Western Union agent location.

How much does it cost to receive money?

All fees are paid by the sender.

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 please contact Westernunion.com Customer Service Center number at +677 7976505 (for online services only).

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 Solomon 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 Solomon 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 seemts too-good-to-be-true, it probably is.
  • For more information about how to protect yourself from fraud, click here.
How do I register online on wu.com in Solomon Islands?

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

  • Enter your name, last name, middle name (if applicable) and your phone number.
  • You will receive a one-time verification code to your mobile phone.
  • Fill in the online registration form and provide the following information: full name, date and country of birth, ID details –(type, number, expiry date, issuer) and address. If the address is not displayed on the ID document, then you will be ask to provide additional documents in order to verify your address
    When an expired ID is detected, you will be required to provide a new one.
  • Once you have successfully registered online, you will be asked to visit the nearest verification location.
  • After your profile is verified you will receive and SMS with a confirmation. After this, you will be able to send money online.
Does it cost anything to register for online services in Solomon Islands?

No, it’s free to register.

Who can register and send money online?

Anyone who meets the following conditions, can use our online money transfer service.

  • Regardless if you are a resident or a non-resident, you’ll need to present any official government-issued primary and secondary IDs. Those documents should provide the following information: full name, date of birth, issue date, number, expiry date and country of issue. Primary ID can be: passport, government-issued ID, driver’s license, government-issued superannuation ID, student ID or firearms license. Secondary IDs include: birth certificate, citizenship certificate, marriage certificate, Solomon Islands work permit, Solomon Islands government-issued records, license or permit issued by the Commodity Board or association, bank statement or credit /debit card issued by a bank based in Solomon Islands, country health card or land titles office certificate. Solomon Islands government-issued records, license or permit issued by the Commodity Board or association, bank statement or credit /debit card issued by a bank based in Solomon Islands, country health card or land titles office certificate.
  • Must be at least 18 years old.
  • Must accept the terms and conditions for using our services.
  • Must have a bank account created in Solomon Islands with online access.
  • Must have a valid phone number.
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 wu.com profile?

If your profile hasn’t been verified, you can change or update your Western Union profile information from the “Profile overview” tab after you log in to wu.com.

After your profile has been verified you cannot change your name, last name, date of birth and nationality. If you require to change this information after your identity is verified, please contact Westernunion.com customer care number at +677 7976505 (for online services only)

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

Your User ID is your full name and phone number.
If you forgot your password, you can select the “Forgot password” option and a new password will be sent to your phone number.
If you repeatedly entered incorrect details or your profile is locked, please try to log in to your profile after 30 minutes or contact Westernunion.com customer care number at +677 7976505 (for online services only).

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. After you verify your phone number, it cannot be changed online. Changes would only be possible at nearest verification location.

What do I do if my ID has expired?

30 days before your ID expires you will be notified by SMS. You will be required to reverify your identity by visiting verification location for a new ID verification. Once you ID is verified, you will be able to send money online right away.

How can I cancel my Western Union® online profile?

Please contact Westernunion.com customer care number at +677 7976505 (for online services only).

Does Western Union need to confirm my identity?

Yes, before making your first online transfer, you will need to verify your profile:

First, fill out the online registration form and provide the following information: full name, date and country of birth, ID details (type, number, expiry date, issuer) and address. If the address is not displayed on the ID document, then you will be ask to provide additional documents in order to verify your address.

When an expired ID is detected, you will be required to provide a new one.

Once you have successfully registered online, you will be asked to visit one of the below listed Currency No.1 locations and verify your identity and phone number in person

  • Fexco / No.1 Currency location Lot 31/II Mendana Avenue, Point Cruz, Honiara;
  • Fexco / No.1 Currency location Kukum Highway, Kukum, Honiara, Guadalcanal.
How long will it take to confirm my identity?

After presenting a valid government-issued ID at the nearest verification location, you will receive a confirmation by phone. If you need to send money before your verification is completed, please visit a Western Union agent location.

What documents do I need to present to send money?

Regardless if you are a resident or a non-resident, you’ll need to present any official government-issued primary and secondary IDs. Those documents should provide the following information: full name, date of birth, issue date, number, expiry date and country of issue. Primary ID can be: passport, government-issued ID, driver’s license, government-issued superannuation ID, student ID or firearms license. Secondary IDs include: birth certificate, citizenship certificate, marriage certificate, Solomon Islands work permit, Solomon Islands government-issued records, license or permit issued by the Commodity Board or association, bank statement or credit /debit card issued by a bank based in Solomon Islands, country health card or land titles office certificate.

Acceptable IDs are subject to the Banking laws and regulations of Solomon Islands.

What are dedicated locations for physical identification verification in Solomon Islands?

You can find all locations for physical verification here.

What are Western Union® agent locations?

Agent locations are places where you can transfer money using Western Union. Agent locations may be in supermarkets, grocery stores, check cashers, mailbox centers, drug stores, travel agencies, depots, and other retailers. In some countries, they may be in banks, travel agencies, post offices, airports, train, and bus stations, and currency exchange offices.

How can I find a nearby Western Union® agent location?

Use this link to find an agent location near you.

How do I send money from a Western Union® agent location?

You’ll need to provide a valid identification document, transaction details, and pay the agent the amount you want to send, plus fees, in cash.

Which transfer service is offered at Western Union® agent locations?

Western Union agent locations offer the ability to send and receive money around the world using cash.

How much money can I send from a Western Union® agent location?

You can send up to 10,000 SBD from agent location in Solomon Islands. Any transfers for more than 10,000 SBD requires approval from a regulator.

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
  • An 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 at wu.com, you won’t need to fill in any forms when paying for it at a participating agent location. That means that you won’t need to stay in line at the agent location saving you time.

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

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 Western Union 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, an 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 an 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 Western Union Customer Care

Can I get a receipt for my transfer?

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

What is a money transfer control number (MTCN)?

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.