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 contact us.

How do I send money online with Western Union?

You can send money online from westernunion.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.

How do I complete my first money transfer online in the Maldives?

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

To complete your first money transfer, please follow these steps:

  1. Login or Register;
  2. Select destination country.
  3. Select the sending method.
  4. Add or select your receiver.
  5. Select a payout method.
  6. Read information about how to protect yourself from fraud.
  7. Review your transfer data and accept our terms and conditions of the service.

If you have any questions while registering your profile, please call Westernunion.com Customer Care at +960 333 2777 or send an email to wu@villatravels.com

How can I verify my profile?

You can verify your profile by visiting an agent location along with the same ID used when creating your profile.

If you have any questions while registering your profile, please call Westernunion.com Customer Care at +960 333 2777 or send an email to wu@villatravels.com

To which countries and territories can I send money online?

You can see all the countries you can send money online from  westernunion.com. If you prefer to send money directly to a bank account, you can find the list of  countries online.

How do I pay for my money transfer online?

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

For more details, please call Westernunion.com Customer Care at +960 333 2777 or send an email to wu@villatravels.com

How much money can I send online from the Maldives?

You can send up to 3000 USD per transfer.

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 paid out to the receiver in the destination country. You can cancel the transfer if its status is not shown as CANCELED or DELIVERED online. You can check the status of your transfer here.

Note that you can get a full refund if you cancelled the transfer before it’s paid out to the receiver.

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 westernunion.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.

How do I make the payment for my online money transfer in the Maldives?

Before you make the payment, make sure you have a USD bank account created in the Maldives with internet banking access.

1. Login to your bank via internet banking and add Island Financial’s SBI Maldives/ Bank of Maldives account as a beneficiary.

2. Once the beneficiary is added, you will have to add the receiver’s name, amount to be sent and the payment reference number, received when you initiated the money transfer on westernunion.com

What is a payment reference number?

The payment reference number is important to identify the transfer and sender. You will receive it when you initiate the money transfer on westernunion.com. The payment reference number will have to be added in the Remarks/Narration field while sending money online to the agent’s bank account in the Maldives.

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 the Maldives?

Finding an agent location in the Maldives 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 and last name
  • The exact amount you wish to send
  • The country you are sending to
  • A valid government-issued ID

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

What documents can I use to send money from the Maldives?

If you’re a resident of the Maldives, you need to present any official government-issued ID such as: a valid passport, driver’s license or national ID card.

If you’re not a resident of the Maldives, you need to present any official government-issued ID such as: passport with a valid visa.

Acceptable IDs are subject to the banking laws and regulations of the Maldives.

How much money can I send from a Western Union agent location in the Maldives?

You can send up to 3000 USD per transfer.

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. To know more about you can call Westernunion.com Customer Care at +960 333 2777 or send an email to wu@villatravels.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) printed on the receipt.

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

Each agent location determines its own hours of operation. Some have extended hours and are open during weekends.

Find a nearby agent location with our agent locator tool to know more about their operating hours.

What documents can I use to pick up money in the Maldives?

If you’re a resident of the Maldives, you need to present any official government-issued ID such as: a valid passport, driver’s license or national ID card.

If you’re not a resident of the Maldives, you need to present any official government-issued ID such as: a passport with a valid work or special visa.

Acceptable IDs are subject to the banking laws and regulations of the Maldives.

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

You can track your transfer online at westernunion.com. Type in the sender’s name and tracking number (MTCN). We will then update you on the status of your money transfer.

You can also call Westernunion.com Customer Care at +960 333 2777 or send an email to wu@villatravels.com

How do I pick up a money transfer?

You can pick up the money at any 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)

Acceptable IDs are also required.

For more information, visit the nearest agent location, or call Westernunion.com Customer Care at +960 333 2777 or send an email to wu@villatravels.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 agent location, you can also call Westernunion.com Customer Care at +960 333 2777 or send an email to wu@villatravels.com

How much does it cost to receive money?

All fees are paid by the sender.

How do I register online on westerunion.com in the Maldives?

Registration is required for most of our services. When you visit westernunion.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
  • Permanent address
  • Phone number
  • Email address
  • Date and country of birth
  • Occupation
  • Resident/ non-resident, nationality
  • Your government-issued ID type
  • ID expiration date and 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 one of the agent locations with your government-issued ID.

If you have any questions while registering, call Westernunion.com Customer Care at +960 333 2777 or send an email to wu@villatravels.com

Does it cost anything to register for online services in the Maldives?

No, it’s free to register.

Who can register and send money online from the Maldives?

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

  • Residents must have a valid passport, driver’s license or national ID card. Non-residents must have a passport with a valid work or special visa.
  • Must be of at least 18 years old.
  • Must accept the Terms and Conditions of using this service.
  • Must have a valid phone number.
  • Must have a Maldives issued USD 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 +960 333 2777 or send an email to wu@villatravels.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 +960 333 2777 or send an email to wu@villatravels.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 call Westernunion.com Customer Care at +960 333 2777 or send an email to wu@villatravels.com

How can I delete my Western Union online profile?

You can delete your online profile by contacting Westernunion.com Customer Care at +960 333 2777 or send an email to wu@villatravels.com

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.

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 assignment.
  • 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 call Westernunion.com Customer Care at +960 333 2777 or send an email to wu@villatravels.com

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

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.
Does Western Union need to confirm my identity?

Yes, before making your first online transfer, you will need to verify your identity.

Once you have successfully registered online, you will be asked to visit an 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 at the 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 an agent location.

How do I provide my identification document?

Please present a valid identification document at our agent location during your verification process.

Acceptable ID documents for the Maldives residents are: passport, driver’s license or national ID card.

Acceptable ID documents for non-residents are:  passport with a valid work or special visa.

Which branches can verify my profile in the Maldives?

You can verify your profile by visiting one of the following locations:

  1. Island Financials Pvt. Limited, H Regina, 41 Majedhee Magu, Male – 20041
  2. Island Financials Pvt. Limited, HMD 102, Huvandhumaa Hingun, Hulhumale – 23054
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
  • A receipt will be generated, which will be valid for 24 hours
  • Visit a participating agent location and pay for the transfer
  • A tracking number (MTCN) will be generated, which you will be able to share with your receiver
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. You should visit a participating agent location within 24 hours to pay for the money transfer you started online in order to send money at the exchange rate you secured.

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 on your receipt 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.

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.

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 do I need to present at the agent location when I pay for the money transfer I started on wu.com?

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

Your following details will also be verified at the agent location:

  • Full name
  • ID Number
  • ID Type
  • Date of birth
  • Country of birth
  • Nationality
  • Purpose of Transfer
How do I know if my Start online and pay in-store transfer has been sent?

Once you finish filling in the details for your transfer online, a confirmation screen will pop up right away. After you visit a participating agent location and pay for your transfer, you will be given a receipt with the tracking number (MTCN) and the money will be sent.

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.

Can I get a receipt for my transfer?

Yes, you’ll get a receipt at the agent location after the transfer is completed. Please note a separate tax receipt will be provided at the agent location.

Why am I unable to use Western Union services after receiving the message “Additional info needed, go to westernunion.com/gcr”?

To protect our customers, we review every money transfer to make sure it’s safe. For a variety of reasons, we may ask you to provide us with more information before we can allow you to continue using our services.

Why do I need to provide additional information?

We need additional information to understand why you use Western Union and the relationship between you and the person or entities you’re transacting with. The more information you provide, the quicker we’ll be able to complete your request.

How can I use Western Union services again?

To have access to our services again, follow the steps below:

  1. Gather the required documents. Please note that these will vary depending on your reason for using Western Union and your relationship to the person or entities you’re transacting with. At minimum you must be prepared with your government-issued photo ID, documents that relate to your purpose for using Western Union, proof of the source of the funds, and any additional documents that may provide support for the answers provided on the questionnaire. For more information, go to Help section at westernunion.com.
  2. Go to westernunion.com/gcr and start the customer questionnaire.
  3. Complete the customer questionnaire:
  • Personal information:
    – Provide your first, middle (optional) and last names as they appear on your ID.
    – Share your current email, physical address and mobile number. Please make sure you provide an active email address for communication purposes.
    – Specify your country of birth.
    – Select your occupation and provide additional clarification if needed.
    – Enter a recent tracking number (MTCN) if available.
    – Upload a copy of your valid government-issued photo ID.
  • Relationships:
    – List people or entities you’ve transacted with using Western Union.
    – For each person or entity, enter the full name, relationship, purpose of transaction and upload supporting documents.
  • Source of funds:
    – Choose the source of funds from the drop-down list and upload supporting documents.
  • Third party details (if you are transacting on behalf of someone else) (if applicable):
    – Explain the purpose of transaction(s) and your relationship to the third party.
    – Provide the details related to the third party.
  • Fraud (if applicable):
    – Indicate if you’ve been a victim of fraud or scam.
    – If yes, share a brief description of what happened.
  1. Review the accuracy of the information you provided.
  2. Select Submit questionnaire to complete the process.
What documents are suitable and why does Western Union need them?

a. Valid government-issued photo ID is needed to verify your identity.

Examples: passport, driver’s license, national ID.

b. Source of funds is needed to make sure that the money transfers are not related to illegal acts and correspond to the nature of your activity.

Examples: at least the latest 3 months of bank statements, at least the latest 3 months of pay slips, employment contract with salary, loan papers, sale agreement, winning receipt, tax return statement, etc.

c. Purpose of money transfer or intended use of money is needed to understand the basis for making the payment and the type of relations between the sender and the payee.

Examples:
Personal remittance/family support – the following documents are suitable to prove relationship: pictures with persons you transacted with, marriage certificate, counterparty’s birth certificate, counterparty’s government issued ID, etc.
Business remittance/payment for goods/services – bills, receipts, sale or purchase agreements, etc.
Education – evidence of tuition fees, etc.
Medical expenses – hospital bills, pharmacy receipts, health insurance premiums, etc.
Charity support – written acknowledgment from the charity, etc.
Purchase home – purchase agreement, mortgage documents, etc.
Gift – receipts, etc.
Travel expenses – travel tickets, hotel bookings, etc.

d. Third party activity (sending or receiving money on behalf of individual or business) information is needed to understand the purpose and nature of your relationship with Western Union.

Examples: business registration documents, letter of authorization by the company or notary, bank statement showing access to third party funds, etc.

What happens after I provided the additional information?

After we’ve received your completed questionnaire and required documentation, we’ll email you a response within 3 business days.

In case we have additional questions, we may contact you via the email address provided in the questionnaire.

Are my documents safe?

We’re committed to the security of your personal information. We use organizational, technical and administrative safeguards that comply with applicable government laws and regulations to secure your personal information. We also restrict access to the personal information that we process to only our employees, agents and representatives that have a business need to know it. For more information, read our Terms and Conditions and Online Privacy Statement.

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