Frequently Asked Questions

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.

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.

Finding an agent location in the Maldives is easy, just use our online agent locator tool.

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.

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.

You can send up to 3000 USD per transfer.

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

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.

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.

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.

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

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

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

All fees are paid by the sender.

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

No, it’s free to register.

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.

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

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

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

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

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

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.

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.

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.

• 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.

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.

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.

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.

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

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

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.

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.

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.

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

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

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

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.

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.

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.

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.

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.

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.

4. Review the accuracy of the information you provided.
5. Select Submit questionnaire to complete the process.

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.

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.

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.