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Frequently Asked Questions

If you need to know more about Western Union online services (web and app), do not hesitate to call our Customer Care at 800 SENDWU (800 736 398), or write an email to wu.support@alfardanexchange.com. For other Western Union services, please contact us at 800 035 704 469.

Send money online

To send money online, please visit wu.com or the Western Union app and create a profile. After your profile has been verified, you’ll be able to send money directly to your receiver’s bank account or for a cash pickup at one of our agent locations.

Your money will be available within minutes for a cash pickup, and within 1-2 business days for a direct to bank account transfer, depending on your receiver’s country1.

1 Funds may be delayed or services unavailable based on certain transaction conditions, including amount sent, destination country, currency availability, regulatory and foreign exchange issues, required receiver action(s), identification requirements, Agent location hours, differences in time zones, or selection of delayed options. Additional restrictions may apply.

There are several ways to pay for an online transfer on wu.com in the United Arab Emirates:

  1. By a debit, credit or a prepaid Mastercard® or Visa® card, issued in the United Arab Emirates.

  2. By Real Time Bank Transfer from a bank account in the following listed banks:

    • Abu Dhabi Commercial Bank (ADCB)
    • Arab Bank PLC
    • Commercial Bank International PLC
    • Commercial Bank of Dubai (CBD)
    • Dubai Islamic Bank
    • Emirates NBD
    • First Abu Dhabi Bank (FAB)
    • HSBC Bank Middle East Limited
    • Standard Chartered Bank
    • Union National Bank
    • Noor Bank

  3. By a bank transfer directly to an Al Fardan Exchange account

  4. By cash at one of Al Fardan Exchange locations.

Please follow the below steps to send money online by Real Time Bank Transfer:

  1. On the “Send money” page, select the destination country and the amount to be sent.
  2. Select the way your receiver wants to get the money.
  3. Select “Real Time Bank Transfer” as your payment method and the Bank you will be paying from, from the list.
  4. If your Bank is part of the below list, you will be requested to pay for your transfer by connecting to your Online Banking and confirming the transfer.
    • Abu Dhabi Commercial Bank (ADCB)

    • Arab Bank PLC

    • Commercial Bank International PLC

    • Commercial Bank of Dubai (CBD)

    • Dubai Islamic Bank

    • Emirates NBD

    • First Abu Dhabi Bank (FAB)

    • HSBC Bank Middle East Limited

    • Standard Chartered Bank

    • Union National Bank

    • Noor Bank

For more details, please call the Western Union Customer Care toll free number 800 SENDWU (800 736 398) or send an email to wu.support@alfardanexchange.com.

Please follow the steps below to send money online by bank transfer:

  1. On the “Send money” page, select the destination country and the amount to be sent.
  2. Select the way your receiver wants to get the money.
  3. Select “Bank transfer” as your payment method.
  4. Transfer the total amount to “AL FARDAN EXCHANGE LLC" (Beneficiary): pay as a payee/biller. (You will only need to do this once).
  5. Copy Bank Reference from your Internet Banking portal.
  6. Log back into your Western Union profile on westernunion.com or our mobile app. Select the correct transfer from your transfer history and then paste the Bank Reference number.
  7. Your transfer will be instantly sent after we receive payment. You will immediately receive a confirmation email.

Please follow the below steps to pay by card when sending money online:

  1. On the “Send money” page, select the destination country and the amount to be sent.
  2. Select the way your receiver wants to get the money.
  3. Select the type of card you will be paying with (credit or debit).*
  4. Fill in the information about your receiver.
  5. Fill in your card information and complete the payment.

* Only credit, debit or prepaid cards issued in the United Arab Emirates are acceptable. If you're using a credit card, a card-issuer cash advance fee and associated interest charges will apply. You can avoid these fees by using a debit card or prepaid card.

For more details, please call our Customer Care toll free number 800 SENDWU (800 736 398) or send an email to wu.support@alfardanexchange.com

You can review the list of countries to which you can send money online from the United Arab Emirates. Transfers within the United Arab Emirates are also available.

After your profile is verified, you can send up to: 34,890 AED (approximately 9,500 USD) per transfer. If you pay with your debit card, your money transfer limit will be the same as your daily ATM withdrawal limit.

Your online receipt will show if your transfer has been approved. You can also track the status of your transfers here. When the transfer is approved and completed, you'll get an email with your tracking number (MTCN). If your transfer is on hold, you might be contacted for more information. If your transfer is rejected, you may call Western Union’s Customer Care toll free number 800 SENDWU(800736398), or write an email to wu.support@alfardanexchange.com.

A transfer can only be cancelled if the money hasn’t been deposited into your receiver’s bank account or collected in the destination country. If you wish to cancel your money transfer, please call our Western Union Customer Care toll free number 800 SENDWU(800736398), or send an email to wu.support@alfardanexchange.com.

A receipt will be sent to your email, when the transfer is completed. You can also always check the details of all your transfers in your profile.

Once you have successfully registered online, you will be asked to visit the nearest Al Fardan’s Exchange locations in UAE and verify your identity in person.

The tracking number (MTCN) is a unique code, assigned to your transfer.

Your receiver will be required to provide this 10-digit number, during the money pickup. The tracking number can also be used to track your transfer.

Western Union uses the latest technology to ensure convenient and reliable online money transfers. We have upgraded our security standards to protect you from fraud when you pay online using a credit or debit card. This enhanced layer of security helps card-issuing banks to better identify and verify customers, allowing for convenient, smooth, and reliable online transactions.

Western Union uses Strong Customer Authentication (SCA) to secure online payments. To ensure the best experience when using Western Union, we ask our customers to consider the below:

  • Make sure your card is enrolled for secure authentication by either contacting your bank or logging in to your online banking and selecting the option from your security settings.

  • Ensure your contact information is up to date on your online banking and Western Union profile.

Verified by Visa® and MasterCard SecureCode® helps to prevent unauthorized online use of cards. These services use personal passwords or identity information. They are available for most cards from participating financial institutions.

Once your card is activated, your card number will be recognized whenever it's used at participating online stores. A window will automatically appear, and your card issuer will ask for your password. You'll enter your password to verify your identity and complete your purchase.

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COVID-19

Western Union continues to monitor the COVID-19 (Coronavirus) developments closely. Our primary concern is the safety of our customers and employees, as well as the well-being of those impacted. Here, you can find answers to questions that you might have about how our services may change during this time. We will keep this information updated as the situation develops.

  • Yes, we continue to serve our customers and operate globally. Given the current situation, we encourage those in affected areas to send or receive money using our mobile app, or westernunion.com.

  • Please note that our agent locations in areas with a high concentration of COVID-19 outbreaks may close their businesses temporarily or may have updated operating hours. Be sure to check our agent locator for current hours of operation. You should also consider calling before visiting to confirm availability of services and open hours.

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We are sorry for the inconvenience. Given the ever-changing situation, we recommend those experiencing local restrictions due to COVID-19 visit westernunion.com or use our mobile app to send transfers for payout directly to a bank account or a digital wallet.

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Your transfer will be available for 30 days. After this time, your sender will have to contact our Customer Care to restart the transfer or cancel the transfer for refund.

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For security reasons, only the designated receiver can pick up a transfer. However, you can ask your sender to contact our Customer Care to cancel that transfer and start a new one. Your sender can then transfer money online directly to a bank account or a mobile wallet, if available.

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Please be aware of the risk of fraud and phishing, especially during this time, and take extra caution when sending money:

  • Don’t send money for loan or credit card fees, customs, or shipping fees.

  • Don’t send money to someone you haven’t met in person.

  • Be suspicious of businesses without a verified street address.

  • Don’t pay for an item or service with a money transfer to an individual.

  • Be suspicious about transferring money for charity and ask a representative for an ID.

  • Think twice before sharing your financial information.

Please visit our Fraud awareness page to learn more and check current Coronavirus-related online scams.

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We have no reason to believe that banknotes are more likely to spread viruses like Coronavirus than any other surface. The guidance from the World Health Organization remains that basic hygiene is the best possible defense against Coronavirus.

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Western Union and the Western Union Foundation launched a $1M USD global appeal and is accepting donations through May 15th Western Union and the Western Union Foundation will match up to $500,000 USD in donations to go toward supplies, equipment, and frontline medical aid. Donate here.

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  • Our goal is to keep our digital and retail services operational across the world, while abiding by local regulations and guidelines.

  • We are constantly improving our services, such as adding new ways to speed up the ID verification process and offering a home delivery feature in some countries.

  • Given the ever-changing situation, we recommend those experiencing local restrictions due to COVID-19 visit westernunion.com or use our mobile app to send transfers for payout directly to a bank account or a digital wallet. This service is currently available in more than 100 countries.

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Receive money

You can pick up your money at any Western Union agent location. You'll need to provide the following information:

  • Your name

  • The tracking number (MTCN)

  • Expected amount

  • Sender’s full name

  • The name of country, from which the sender is sending the money

  • A valid Emirates ID or a passport

Some restrictions may apply.

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You can check your transfer status online. All you need is your name and the tracking number (MTCN), which has been provided with your receipt.

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Money transfers are generally paid in cash, but some agents pay out by cheque, or a combination of cash and cheque. The receiver may choose other ways to receive money.

Other restrictions may apply. Please visit or call the nearest Western union agent location to get more information about restrictions.

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All fees are paid by the sender. Receiving money is free of charge, unless the receiver chooses to receive the money in a different currency, get a transfer to a device, or to a bank account at the moment of the pickup.

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Registration

Registration is required for most of our services. After you register on wu.com and verify your identity at the nearest Al Fardan’s Exchange locations in UAE, sending a money transfer will take only few minutes.

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No, it’s free of charge.

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Anyone who meets the following requirements can register and start sending money online.

  • To be a resident of the United Arab Emirates.

  • To have a valid Emirates ID.

  • To be of at least 18 years of age on the date of application.

  • To accept the Terms and Conditions.

  • To have a valid email address.

  • To have a valid phone number.

  • To have a bank account in the United Arab Emirates.

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Registration with a valid Emirates ID and an email address is possible only once.

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You can change or update your Western Union® Profile information from the ‘Profile Overview’ tab, after you log in to the wu.com site.

After your identity is verified, you cannot change your name, last name, date of birth, country of birth, nationality, ID number and mobile phone number. If you require to change this information, after your identity is verified, please contact Western Union Customer Care by toll free number 800 SENDWU(800736398). You can also send an email to wu.support@alfardanexchange.com.

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Identification Process

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

First, fill in the online registration form and provide the following information:

  • Email (will be used as your username)
  • Password
  • First Name
  • Last Name
  • Date of Birth
  • Country of Birth
  • Nationality
  • Occupation
  • Legal ID data (number, type, issuer, expiration date)
  • Mobile number
  • Security Question and answer
  • Address (street, city, country)

Once you have successfully registered online, you will be asked to visit the nearest Al Fardan’s Exchange locations in UAE and verify your identity in person.

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After you present your Emirates ID at the nearest Al Fardan’s Exchange locations in UAE, you will receive a confirmation by email. While your verification is being processed, and until verification is completed, you can still send money in person by visiting a Western Union agent location.

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You can find the nearest location to be verified in person by using our online locator.

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Your User ID is your email address.

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 and your profile has been locked, please try to log in to your profile after 30 minutes. If this doesn’t help, contact Western Union Customer Care toll free number 800 SENDWU(800736398) or write an email to wu.support@alfardanexchange.com.

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You can change your password on the Profile Overview page, after you log in. To change your password, please select ‘Edit profile’ from the right-side menu and change your password. For online registration, you can use only one email address. After you verify your email, it cannot be changed.

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Please contact Western Union Customer Care toll free number 800 SENDWU(800736398) or write an email to wu.support@alfardanexchange.com.

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Consumer protection

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.

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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 to them. 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 will receive the money almost instantly. After the money is transferred, Western Union may not be able to give you a refund, even if you are the victim of fraud, except under limited circumstances.

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If you receive an email from anyone claiming to be from the 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 forward the suspicious mail to wu.support@alfardanexchange.com. Western Union will never send you e-mails to ask for your user ID, password, or credit card details.

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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 answer it, 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 or she does not know the answer to the question. Test question is not available for payout in the United Arab Emirates.

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You should contact the Western Union Fraud Hotline at 8000 35702549 immediately for assistance with a transfer that you believe was sent for fraud. You may also reach out to local police.

Contact your government's Office of Consumer Affairs if you are uncertain or suspicious of a telephone, mail or email solicitation.

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  • 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. Learn more about how to protect yourself from fraud.

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Western Union agent locations

Western Union agent locations are independent businesses that provide money transfer services to their customers on behalf of Western Union. In the United Arab Emirates these are Exchange service providers and banks.

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Use the agent locator to find an agent location near you.

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You'll need to provide a valid identification document (an Emirates ID or a passport), transfer details and pay the agent the amount you wish to send, plus fees, in cash.

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Western Union agent locations offer the ability to send and receive money around the world using cash or directly to bank account in the selected countries.

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You can usually send up to 7,500 USD. However, for certain amounts and transfers, you may be required to provide additional information or documentation as follows:

An Emirates ID for sending money at a Western Union agent location.

Acceptable IDs are subject to the Central Bank of the United Arab Emirates rules and regulations.

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Send money to a bank account from the United Arab Emirates

Yes, the Western Union "direct to bank account" service is an easy and convenient way to send funds directly to a receiver’s bank account in selected countries.

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Select our Direct to Bank Account country information tool to discover in which countries this service is available. There you’ll find all the necessary information to complete a transfer directly to a bank account, e.g. you can find out, how long it takes for the money to be available into your receiver’s bank account, depending on the destination country.

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Simply choose the Direct to Bank Account option, when you send money online. You’ll need to provide the receiver’s bank account information. The required information varies from country to country, but usually include:

  • Your receiver’s bank name and code.

  • Receiver’s account’s name and number.

Select our Direct to Bank Account country information tool to see, which countries have this service available and what you will need.

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A bank code is a series of numbers, used to identify banks around the world. They usually consist of between 3 to 23 digits, depending on the bank and the country.

You may also find a bank code called 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 may need an International Bank Account Number (IBAN) in addition to the bank code.

Ask your receiver for the bank code and IBAN (if applicable). You can refer to our Direct to Bank Account country information to see, which details are required for each country.

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A Bank Identification Code (BIC) is used to identify banks worldwide. BIC is the same as a SWIFT code, and it will be 8 or 11 digits long.

Ask your receiver, if BIC is required in their country. Check our Direct to Bank Account country information for more details.

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An International Bank Account Number (IBAN) is a code, used in some countries to identify a customer’s bank account. The IBAN has a letter to identify the country, followed by 2 digits, and then up to 35 characters for the bank account number. Some countries require that payment sent from Australia must include the IBAN.

You can refer to our Direct to Bank Account country information to see what details are needed for each country. Ask your receiver for the IBAN if it’s required.

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The duration of ‘Direct to Bank Account’ money transfers varies from country to country. The process can take up to 5 days. For more details, please refer to our Direct to Bank Account country information.

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WU mobile app

Yes, Western Union® mobile app is available for iOS and Android.

Get the app for free now

App store image Google Play icon

With Western Union® app you can:

  • Send money - verified users can make mobile money transfers, using their online log in details. If you are a new user, you can register directly on the app, or at wu.com.

  • Calculate fees and rates. Get the up-to-date exchange rates and compare fees1 for Western Union® services.

  • Track a transfer - find out the status of your transfers with Western Union® app tracking feature.

  • Find an agent location - get the locations of thousands of Western Union’s agents around the globe.

  • Enjoy My WU reward program - earn My WU points with every money transfer, check your membership status, and redeem your points for rewards and discount offers.

1 Western Union also makes money from currency exchange. When choosing a money transmitter, carefully compare both transfer fees and exchange rates. Fees and foreign exchange rates may vary by brand, channel, and location based on a number of factors. Fees and rates subject to change without notice.

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There’s no fee to download the app or to access the app from your mobile phone. Though, mobile data access and call service charges may apply. Please contact your mobile phone network provider for more details.

Please note that Western Union® money transfer fees1 will apply, if you send money using the mobile app.

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You can download Western Union® mobile app from the App Store for iOS devices and Google Play for Android devices.

Download the app

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Customers that have been already verified can use their existing login details to send money with the Western Union® mobile app.

New customers can register directly on the app in just a few minutes. You will need to verify your profile by presenting your Emirates ID at one of Al Fardan’s Exchange locations in UAE.

Learn more about sending money online.

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Simply use your existing online log in. New customers can register directly on the app or register for free online on wu.com.

1 Western Union also makes money from currency exchange. When choosing a money transmitter, carefully compare both transfer fees and exchange rates. Fees and foreign exchange rates may vary by brand, channel, and location based on a number of factors. Fees and rates subject to change without notice.

Get the app for free now

App store image Google Play icon

Find out more about the Western Union® app. If you have questions that are not answered here, please contact us or read our FAQ.

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Start Online, Pay in Store

Using the ‘Start online and pay in store’ service, you could save on transfer fees, by paying less than making a transfer at an agent location. This is how it works:

  1. Go to wu.com.

  2. Register and create an online profile.

  3. Start a money transfer online.

  4. Choose “Pay in cash” as the payment method.

  5. Visit one of the Al Fardan’s agent locations and complete the transfer with an agent.

  6. A tracking number (MTCN) will be generated, which you will have to provide to you receiver to pick up the money.

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When you start a money transfer at wu.com, the exchange rate 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.

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When you start a transfer on wu.com and finish it at one of Al Fardan’s agent locations to pay for your transfer, you do not need to fill in any paper forms. You save a lot of time and get your money sent in a convenient way.

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

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You can pay for your ‘Start online and pay in store’ transfer at any of Al Fardan Exchange locations in the United Arab Emirates from the list.

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You will be asked to provide the following documents to complete the transfer:

  • Your mobile phone number.

  • The same government-issued Emirates ID, which you used to create your online profile.

  • The complete transfer amount, plus the applicable fees.

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Once you finish filling in the details for your online transfer, a confirmation screen will appear. After you visit one of Al Fardan’s agent locations and pay for your transfer, you will be given a receipt with a tracking number (MTCN), and the transfer will be sent. You should provide your receiver the tracking number (MTCN), so that they can pick up the money. When the transfer is complete, and the money picked up by the receiver, you'll receive a SMS or an email confirmation.

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A ‘Start online and pay in store’ transfer can only be cancelled, if the money has not been collected by the receiver in the destination country. The transfer is automatically cancelled, if it is not completed within 24 hours.

If you wish to cancel your online money transfer, contact the Western Union Customer Care toll free number 800 SENDWU(800736398) or write an email to wu.support@alfardanexchange.com.

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The receipt will be provided at the agent location after the transfer is completed.

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The tracking number (MTCN) is a unique code, assigned to your transfer.

Your receiver will be required to provide this 10-digit number, during the money pickup. The tracking number can also be used to track your transfer.

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