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Need some help?

Here's our Frequently Asked Questions.

General

What is WanTok Money?

WanTok Money is an electronic way of sending money to friends and family in Tonga and Vanuatu. Using either the website or one of the retail agents, WanTok Money makes it possible to send money instantly to a mobile phone wallet of your choice.

Supported Currencies

We support sending from AUD & NZD to TOP and VUV

Supported Countries

Sending Countries: Australia, New Zealand with USA to follow soon! Recipient Countries: Tonga & Vanuatu

How much does it cost?

Account setup is completely free, you will only ever pay when you use it. Each online transaction costs $5 in the sending currency. For example: If you send $400 from New Zealand, you will be charged $5 NZD. If you send $1,000 from Australia, you will be charged $5. It doesn’t matter how much you send, the fee is always capped at 5 units.

NZ customers only: If you send from a retail agent, you will also incur a merchant fee of up to $4 NZD. This brings the total maximum send fee to $9 NZD.

Where are the exchange rates being sourced from?

WanTok Money obtains rates from various feeds and sources in the international marketplace.

How often is the exchange rate updated?

Indicative rates for each currency pair are updated at least hourly. Rates for individual transactions are obtained in real time.

Sending Money

How do I send money?

You can use either the online portal at wantokmoney.com or if you are in New Zealand you can visit one of our Local Agents

How do I deposit money into my WanTok Money account?

For Australian and New Zealand funds, you can use our online service here

Our WanTok Money master account services in each send country are:

Australia: POLi Payment via Online service

New Zealand: POLi Payment via Online service

The full bank details for each of these are available from your member profile and will include your unique reference.

How long does it take?

Once you have sent the funds from your WanTok Money account, the recipient will receive the money in their phone wallet within minutes.

What happens if I enter the wrong reference?

Please contact us at support@wantokmoney.com or call (+64) 9 377 5539 as soon as possible to correct the reference number. If the reference you've supplied does not match an appropriate account, your funds will be safely held in our account awaiting further advice.

What do I do if send the wrong amount?

You will need to contact the recipient to advise them not to withdraw the funds if you've sent more than intended. Please contact us at support@wantokmoney.com or call (+64) 9 377 5539 as soon as possible and we can talk to you about the best way to resolve it.

I've sent money to the wrong person, what can I do?

Just like any bank transfer, it's important to ensure you are sending funds to the correct recipient. Contact us immediately on (+64) 9 377 5539 or support@wantokmoney.com to see if we can halt the payment, or work towards recovery.

Is there a limit to how much I can send?

For new accounts or older accounts that have not recently completed the new requirements for identification, the transaction limit is $1000 NZD per sender.

Once your identification is up to date, a daily limit of $2400 NZD per sender applies. For more information on identity verification click here

I want to cancel my transfer, can I get my fund returned?

Contact our support team on (+64) 9 377 5539 or support@wantokmoney.com and they will discuss options available for you. Please note that our ability to do this depends on many factors, such as whether or not the recipient has withdrawn the funds.

Account Setup

What do I need?

A passport and a proof of address document dated within the last 90 days. Don't have these? For the full list of alternative documentation, please see the complete Identity and Address verification page here.

How do I register?

  1. Click on the "Sign Up" button in the top right hand corner of the WanTok Money homepage.
  2. Fill in the necessary requirements, including setting your password, security questions, and the other details as requested and tick the relevant boxes.
  3. Click on the link and read the terms and conditions - print a copy for your reference if required. Note: if you don't accept the terms and conditions, this means we cannot process your registration.
  4. Enter your Photo Identification and proof of address details into the System. WanTok Money will review these details during normal business hours, and approve you electronically where possible.
  5. Click Continue - then follow the on-screen instructions to verify your email address.

If you would like to post copies of your documents, you can send them to:
WanTok Money Security Team
P.O. BOX 105 751 Auckland Central
New Zealand 1143

What is Identity Verification?

Just like banks and other financial institutions, WanTok Money operates according to the Anti Money Laundering Act. As such, we require proof of your identity and your address. We’ll need a full colour copy of your passport and an official document sent from an organisation like a bank or government entity dated within the last 90 days

For more information about address verification, please see here.

Is my information safe?

Absolutely. We take privacy very seriously here at WanTok Money and all of your documents will be held in our secure database. Please see our privacy policy for more information.

I don’t have a Passport, what can I do?

A passport on its own will cover your full identity requirement, however if you don't have one you can provide two alternative forms of identification. For example, a Driver Licence + a Birth Certificate. The full list is available here.

I get all of my statements electronically - what can I do for proof of address?

WanTok Money will accept statements from banks, utility companies and government agencies that have been sent electronically providing they are dated within 90 days of the submission date and clearly show the name and address of the applicant as well as the name of the sending organisation.

Does it cost anything to set up my account?

No, setup is completely free. You will only ever pay when you transact.

Receiving Money

How do I know if I have been sent money?

You will receive a text message from WanTok Money.

Is there a fee to withdraw money?

No, there is no cost to withdraw funds.

What do I do to get my money?

Visit any WanTok Money agent in your area. The full list of agents is available here.

I've lost the phone the money was sent to

Contact our support team on (+64) 9 377 5539 or support@wantokmoney.com and they will discuss options available for you.

How can I check my balance?

You can check your balance by logging in.

Do I need a WanTok Money account to receive money?

No, all you need is a mobile number.

Problems Logging In

Logging into WanTok Money is an easy way to keep track of your details - and the details of the people you send money to.

For this reason - it is important that you memorise your passwords, secret questions, and security answers. You will need them, every time you use WanTok Moneypacific.com


Forgotten Password?

If you have forgotten your log-on details; you can select the forgotten password? link on the log in page. We will send a message to your verified email address. Use this link to reset your password.


Forgotten Security Questions?

If you have forgotten your security questions - you will need to contact us.


Help, my account is locked out. Why? And what do I do?

If you’re having trouble with the "secret letter" security feature, try selecting the "Help" example on the secret letter screen/web page.

Please Note:
  • You only need to enter the two missing letters highlighted by the red boxes - not the entire word.
  • The missing letters are selected by using the mouse to click on the on-screen key-pad. The letter will display, for your confirmation.

This is to ensure your information is protected, even if your computer is shared by several of your family, used at work, or in places like Internet Cafes where you may have less security than on a personal computer in your own home.
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Contact

Customer Service
Phone:
Vanuatu: +678 902 9833
Tonga: +676 24500

Frequently Asked Questions

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