Frequently Asked Questions

Receive money

What documents can I use to pick up money in Tonga?

ID types in Tonga are classified as primary ID, 2nd ID, and 3rd ID. You will need to submit a combination of applicable ID types on wu.com. Please find below explained what 2nd ID and 3rd ID you will need to provide based on your primary ID:

Primary ID 2nd ID 3rd ID
CIC Card (Customer Identification Card)+Not applicable+Not applicable
Passport+Any 2nd ID if not presented as primary ID2+Not applicable
Government Issued ID+Any 2nd ID if not presented as primary ID2+Any 3rd ID if not presented as 2nd ID3
Driver’s License+Any 2nd ID if not presented as primary ID2+Any 2nd ID if not presented as primary ID3
Government Superannuation ID+Any 2nd ID if not presented as primary ID2+Any 2nd ID if not presented as primary ID3
Student University ID+Any 2nd ID if not presented as primary ID2+Any 2nd ID if not presented as primary ID3

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

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.

You can also call our Western Union customer care  number at +676 24345 (for online transfers only).

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. The receiver pays no transfer fees.

What are dedicated locations for physical identification verification in Tonga?

You can find all locations for physical verification here.

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?

ID types in Tonga are classified as primary ID, 2nd ID, and 3rd ID. You will need to submit a combination of applicable ID types on wu.com. Please find below explained what 2nd ID and 3rd ID you will need to provide based on your primary ID:

Primary ID 2nd ID 3rd ID
CIC Card (Customer Identification Card)Not applicableNot applicable
PassportAny 2nd ID if not presented as primary ID2Not applicable
Government Issued IDAny 2nd ID if not presented as primary ID2Any 3rd ID if not presented as 2nd ID3
Driver’s LicenseAny 2nd ID if not presented as primary ID2Any 2nd ID if not presented as primary ID3
Government Superannuation IDAny 2nd ID if not presented as primary ID2Any 2nd ID if not presented as primary ID3
Student University IDAny 2nd ID if not presented as primary ID2Any 2nd ID if not presented as primary ID3

 

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

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, travelers and business people who need to make fast, international remittances.

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, full address, mobile phone number, email address, country and date of birth, ID information, nationality and occupation. 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 locations in and verify your identity and phone number in person:

FEXCO / No.1 Currency Tonga LTD, BSP Building, Neiafu Vava U, Neiafu;

FEXCO / No.1 Currency Tonga LTD, FWC Building, Ohonua EUA, EUA;

FEXCO / No.1 Currency Tonga LTD, TVB Building, Pangai Ha Apai, Ha Apai

FEXCO / No.1 Currency Tonga LTD, Federal Pacific House, Taufa Ahau RD, Nuku Alofa.

How can I send money to a bank account?

This service is available for certain countries. Usually, money is deposited into the receiver’s bank account within 1 or 2 working days. Money may be deposited on the same day or in up to 3 working days, depending on when and where it’s sent.
After you sent the money, ask your receiver to contact their bank or check their bank statement to verify the deposit.
Learn more about sending to a bank account.

How do I provide my identification?

You can send up to 1.000 EUR within a 12-month period before we ask you to verify your identity. If you plan to send money regularly using wu.com, we will need to verify your identity. Here is how it works:

Step 1: Choose Start verification in your profile overview. You can also choose I want to send money regularly on the review page of your money transfer to start the process. You will receive a letter from us.

Step 2: Follow the directions in the letter and collect your documents
Bring the letter and your passport or European driving license (plastic card only), or EU national identity card to an official Estonian Post Ltd. location.

Step 3: Go to the post office

  • Present the letter and your ID to the postal clerk.
  • The post office will send all documents to us.

Step 4: Check your ID status
You can log in to your Western Union profile to check your status anytime. When it’s finished, we will email you a confirmation.
If you need to send money before your identification is verified, you can send cash from one of our many agent locations.

How are money transfers paid out to receivers?

Generally, we will pay cash to your receiver. But, in some cases, payment may be made by cheque or a combination of cash and cheque.
Other restrictions may apply.

How do I find a Western Union agent location?

Find a nearby agent location online or look for Western Union in your local telephone directory.

How can I find out if a money transfer is available for pickup?

You can check your transfer status online. All you need is the tracking number (MTCN), which is printed on your receipt, the receiver’s country and the amount (receive amount).

What do I need to send money from an agent location?

Sending money with Western Union from an agent location doesn’t require credit cards, debit cards or bank accounts. But you will need to show a valid ID.

What does Western Union do to protect my information?

Western Union employs a variety of techniques, including SSL technology, to keep your personal information safe.
  • Additionally, the following tips can help keep your password secure:
  • Make your password difficult to guess. Avoid using any part of your name, your birthday, or any words that can easily be associated with you.
  • Use a combination of letters and numbers, and a mix of lower case and capital letters.
  • Use multiple passwords for your various accounts to decrease your risk in the event that one password is compromised.
  • Avoid writing your password down where it may be compromised.
You can further protect your passwords by making sure that your virus-scanning software is kept up to date, and by running anti-spyware programs. These programs can help protect you from viruses or other malware that could compromise your identity even though your computer may seem to be working fine.
If you use Microsoft Windows, make sure your Windows updates are enabled to help keep your operating system protected. You can learn more about Microsoft Windows updates at http://www.microsoft.com.
Use extra caution when entering your password on a computer that does not belong to you. Viruses, spyware or your browser’s settings might be used to compromise your account by recording your username and password.

What’s a BIC code?

A BIC is a worldwide code for bank identification. The BIC is the same as the SWIFT code and is either 8 or 11 digits.

How can I find out if my money transfer has been paid?

Any time after the money has been sent, you can check your transfer status online. All you need is the tracking number (MTCN), which is printed on your receipt, the receiver’s country and the amount (receive amount).

How do I change my password?

Follow the steps below to change your password:  

  1. Log into your profile.
  2. Choose Reset password.
  3. Enter the new password and select Save. 

How do I log into my Western Union profile?

To log into your Western Union profile, please follow the steps below: 

  1. Select  Log in.
  2. Enter your registered email address and password.  
  3. Choose Continue or Log in to proceed.  

If you forget your password, you can reset it by choosing Forgot password.  

What does my receiver need to pick up the money transfer?

Your receiver can pick up their money from any of our agent locations. They just need to provide the following: 

  • Tracking number (MTCN) 
  • Sender’s and receiver’s full names
  • Expected amount
  • Your government-issued photo ID
  • Sender’s country and state/city/province  

How do I register with Western Union? 

If you are a new user, you can register with Western Union via our website or mobile app. 

 Steps to register on our website or app:  

  1. Select Join now.
  2. Enter the required details.
  3. Verify your email address.
  4. Log into your new profile. 

How do I delete my profile?

We’re sorry to see you go. Please note that you will lose your existing MyWU points (if any) by taking this step and your complete transfer history will be erased. To delete your profile, contact our Customer Care. 

How can my receiver get the money?

1. Cash pickup at an agent location 

Your receiver can pick up the money at any nearby Western Union location. They need to complete the To Receive Money Form (TRMF) and provide their government-issued photo ID4, along with the following information: 

  • Tracking number (MTCN) 
  • Sender’s complete name 
  • Sender’s country state/city/province 
  • Expected amount 

2. Bank transfer 

The money is sent to the receiver’s bank account you provided when you sent the transfer. 

 3. Mobile wallet 

The money is sent to your receiver’s mobile wallet. Your receiver can visit their mobile network operator to receive the cash. 

 Note: You must be at least 18 years old to send or receive money with Western Union. 

 Superscript: 

4 We might ask your receiver to provide additional details for identity verification. 

How do I add my debit card, credit card1 or a bank account?

To add a new payment method, please follow the steps below:  

  1. Log into your profile.
  2. Go to the Payment preferences section.
  3. Select Add new credit or debit card. To add a bank account, choose Bank accounts and log into your bank account online.
  4. Enter your card or bank account information and select Save. 

On our mobile app:  

  1. Log into your profile.
  2. Select Profile from the menu.
  3. Select Payment options.
  4. Add a new debit card, credit card, or a new bank account. 

1 Credit card issuer may charge an additional fee and other associated interest charges. Use a debit card to avoid these charges. 

Why do I need to verify my identity when sending money online? 

All financial institutions, including Western Union, are required to collect additional identity information to know their customers better. When we understand who is sending money to whom, we can help protect your money from being used for illegal activities. 

 Note: You must be at least 18 years old to send or receive money with Western Union. 

We might ask you for additional details to verify your identity when sending money online.  

How do I update my postal address and phone number? 

Follow these steps to update your postal address and phone number: 

On our website or the Western Union mobile app: 

  1. Log into your profile. 
  2. Select your name from the menu at the top.
  3. Enter your new postal address and phone number.
  4. Select Save or Update to confirm the changes. 

How do I change my profile privacy and marketing settings? 

  1. On the website, log into your Western Union profile.
  2. Click the Menu icon and select Settings from the dropdown.
  3. In the Information sharing section, select the check box.
  4. Select Save changes. 

How do I update my email address in my profile?

Follow the steps below to update your email address: 

  1. Log into your profile.
  2. Enter the new email address and select Save to confirm the changes.
  3. Verify your email address.
  4. Select Continue. 

After you’ve successfully updated your email address, use the new email address to log into your Western Union profile.  

 Note: The option to update your email address is not yet available on the mobile app. 

How much money can I send from an agent location?

You can usually send any amount. However, for certain amounts and transfers, you may be subject to additional security and asked to provide additional information or documentation.

What are acceptable documents for picking up money?

Depending on the country and the agent, where the receiver picks up the money, the acceptable IDs will vary. In general passports and national IDs are acceptable. A driver’s license might not be valid.

In some cases the receiver might also need to verify their current address, for example with a utility bill.

What are Western Union agent locations?

Western Union agent locations are independent businesses that provide money transfer services to their customers on behalf of Western Union.

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

Contact your government’s Office of Consumer Affairs if you are uncertain or suspicious of a telephone, mail or email solicitation.
If you feel you have been the victim of fraud, you can contact your local police or contact us on spoof@westernunion.com.

What’s a bank code?

A bank code is a series of numbers used to identify banks around the world. The bank code can be 3-23 digits, depending on the country and the type of code.
A bank code may be known as:
  • BSB
  • SWIFT code
  • BIC (Bank Identification Code)
  • CHIPS (Clearing House Inter-Bank Payment System) — US and Canada only
  • NCC (National Clearing Code)
  • BSC (Bank Sort Code)
  • IFSC (Indian Financial System Code)
For some countries, you also may need an international bank account number (IBAN) in addition to the bank code.
You should obtain the bank code and IBAN (if applicable) from your receiver.

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

The "Test Question" feature in the Western Union Money TransferSM service is designed for emergency situations where the receiver does not have proper identification (e.g. his or her wallet and identification have been stolen). It should never be used as additional security to time or delay the payment of a transaction. In many locations, Western Union will pay the receiver whenever the receiver shows proper identification, even if the receiver does not know the answer to the test question.

When are Western Union services available?

Each Western Union agent location determines its own hours of operation. Some have extended hours or even stay open 24 hours.

How do I send money from an agent location?

You’ll need to complete a "To Send Money" form and pay the agent the amount you want to send, plus fees, in cash.
To pick up the money, the receiver will complete a "To Receive Money" form at any Western Union agent location and provide proper identification. The agent then pays the transfer amount to the receiver.

How do I send money to India with UPI?

About UPI
Unified Payment Interface (UPI) is a payment method that allows you to instantly transfer money to a bank account in India.

Understanding UPI ID
UPI ID is a virtual payment address (VPA) that uniquely identifies one person. A UPI ID format is like an email ID: with the sign “@” in the middle. For example, your receiver’s UPI ID could be “receiver’s_name@bank_name” or “phone_number@bank_name.”
When sending with a UPI ID, you only need to have your receiver’s UPI ID. You do not need to ask receivers for their account number, account type, bank name, or IFSC code.
To receive the payment, the receiver needs to have their UPI ID linked to the bank enabled for international UPI remittance. Please see below the list of banks that support international UPI.

Current list of banks that support international UPI transfer
Below are the banks currently supported. More banks will be made available soon.
ICICI Bank- ICIC
Axis Bank- UTIB
Bank of India- BKID
Andhra Bank- ANDB
Yes Bank- YESB
IndusInd Bank- INDB
UCO Bank- UCBA
Central Bank of India- CBIN
Bank of Baroda- BARB
Kotak Mahindra Bank- KKBK
State Bank of India- SBI
Allahabad Bank- ALLA
HSBC- HSBC
IDBI Bank Limited- IBKL
Oriental Bank of Commerce- ORBC
Punjab and Sind Bank- PSIB
RBL – RATN
South Indian Bank- SIBL

Send limits using UPI
Currently, you can send up to 200,000 INR per transfer.

Steps to send money using a UPI through Western Union
Western Union is the first money transfer service company to use a UPI transfer internationally.
1. Log in to your Western Union profile.
2. Choose India as your receiving country (you will need to know your receiver’s mailing address).
3. Choose to send using a bank pay out and use any payment method.
4. Choose UPI ID under the bank information section. You’ll be able to browse all the banks enabled for international UPI transfer.
5. Choose to send your transfer, and you’re all set. Generally, your transfer should be completed in minutes.

What’s an IBAN code?

An IBAN is used in some countries to identify a customer’s bank account. The IBAN is an alphabetical country code followed by 2 digits and then as many 35 characters for the bank account.
You should obtain the IBAN from your receiver.

How can I find out if my money has been sent?

You can use the transfer status service to track the status of any money transfer. All you need is the tracking number (MTCN) and the sender’s name.

How long will it take my money to get there?

Generally, it will take 1 or 2 bank working days. The length of time varies based on where and when the money is sent.

I received a suspicious email from someone claiming to be Western Union, what should I do?

If you receive an email from a company representing itself as Western Union and you are not sure it was sent by westernunion.com or westernunion.ie, do not click on any links in the email. This may be a "phishing" attempt to fraudulently acquire sensitive information from you. Instead, immediately contact your local authorities.
Western Union will never send you an email asking for your user ID, password or credit card details.

Are there common consumer fraud scenarios to be aware of?

Be wary if you are required to pay a fee before receiving a loan.
Beware of sweepstakes, prize or lottery company representatives who tell you to transfer money to them in order to claim a prize you’ve won. There are many companies running fraudulent contests that ask you to transfer them money but give you nothing in return.
Beware of unsolicited letters or emails from Nigerian or other foreign government officials requesting assistance in the transfer of excess funds from a foreign country into your bank account.
Beware of telephone calls from the police claiming that someone you know has been in an accident or been arrested and is requesting money.
Beware of unsolicited letters or emails offering an unrealistic price for expensive or rare merchandise.
Make sure you know who you are sending money to. If you are purchasing goods or services and paying through the Western Union network, it is your responsibility to verify the reputation and legitimacy of the seller. Western Union is not responsible for the non-receipt or quality of any goods or services.

Which transfer service is offered at Western Union agent locations?

Western Union agent locations offer the ability to send money worldwide using cash.

Can I use Western Union to pay for online auctions?

For online auctions, examine seller feedback carefully and know the warning signs associated with fraudulent auction sales. Most online auction sites have safety guidelines or FAQs that can help you identify potentially fraudulent sales. Be wary if the seller is using a free email address or insists on accepting only one form of payment. Report any suspicious activity and file non-delivery of goods complaints with the auction site through which you purchased the item.
Remember that Western Union never acts as a guarantor of an auction buyer or seller’s performance.

How do I view a site’s SSL Certificates to verify the website’s identity?

In Microsoft Internet Explorer, you can view the security (SSL) certificate by following these steps:
  1. Right-click your mouse on any secure page within the site (any page beginning with “HTTPS://” with the small lock symbol displayed in the lower righthand corner).
  2. Click “Properties” from the menu.
  3. Click on the “Certificates” button to view the site’s SSL certificate(s).
In Mozilla Firefox, you can view the security (SSL) certificate by following these steps:
  1. On any secure page within a site (those pages beginning with “HTTPS://” with the small lock symbol displayed in the lower righthand corner), go to the “Tools” menu at the top of the browser window and select, “Page Info”.
  2. In the dialogue box that appears, select the “Security” tab.
  3. On the Security tab, click on the “View” button to view the security certificate.

Does Western Union offer an escrow service or any kind of buyer protection?

Western Union does not offer an escrow service or any type of "purchase protection" policy. Western Union’s business is to transfer funds from a sender to a receiver. We warn and recommend people using our services to not send money to people they don’t know. It is the sender’s responsibility to know the party to which the funds are being sent. Using a fictitious name or changing the Receiver’s name after the money transfer has been sent is not a guaranteed means of securing funds. If a receiver presents proper identification with the same name as on the money transfer, payment will be made.
Be wary of third party "pickup" or "holding" services unless they are a reputable, licensed escrow service. Western Union is not an escrow service, should not be used as an escrow service, and is currently not affiliated with any escrow services.

Does it cost anything to register at Western Union’s website?

No, it’s free to register. You can register here. It only takes a minute.

What currencies are available for payouts?

Payouts will only be made in the local currency. Senders should ensure their receiver’s bank account is a local currency account to avoid potential service delays or additional charges from the receiver’s bank.