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 call Western Union’s Customer Care number at +226 2530 3676,

or send an email to  obf.wu.support@orabank.net

How do I send money online?

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

How soon is my money available for pick up when I send online?

Your money will be available within 1 or 2 business days for a cash pick up or up to 5 days for a direct to bank account transfer, depending on your receiver’s country.1,2

What options do I have to fund my online transfer?

There are several options to fund an online transfer on wu.com in Burkina Faso:

  1. A debit, credit or prepaid Mastercard® or Visa® card. Cards maybe issued by any bank in one of the following countries in WAEMU zone: Burkina Faso, Togo, Bissau Guinea, Ivory Coast, Mali, Niger, Senegal and Benin.
  2. A bank account issued in Burkina Faso only.

If you wish to find out more about options to fund your online money transfer, please call our Western Union Customer Care number at +226 2530 3676 , or send an email to obf.wu.support@orabank.net

How to send money via a bank transfer?

If you want to send money via bank transfer, you will need to move the funds directly to an Orabank account. To do this, please follow these simple steps:

  1. On the Send Money page, select the bank transfer payment option.
  2. Enter your receiver’s details and confirm your transfer.
  3. Write down the transfer reference number, as well as the Orabank account you need to transfer the funds to. These are displayed on your receipt.
  4. You will need to send the complete amount including the transfer fees by electronic transfer from your online banking to the Orabank account.

Please do not forget to mention the transfer reference number in the remarks column before you complete the fund’s transfer from your account.

Please note that your money will not be available to your receiver, until you complete the electronic transfer to the correct Orabank account, with the exact amount plus the fees and the correct transfer reference number. Any money transfer will be cancelled if we do not receive the funds within 7 days.

What you should know if you choose to send via a bank transfer?

Since we do not accept third party transfers, please make sure that the funds are transferred from your own bank account. To proceed with your transfer, you will have to send the complete amount (including the fees) to the Orabank account provided on the receipt page the same day you started the transfer. Any money transfer will be cancelled if we do not receive the funds within 7 days.

Where can I send money online?

You can find online the list of countries you can send money online from Burkina Faso. Transfers within Burkina Faso are also available.

How much can I send online?

After your profile is verified, you can send up to 500,000 XOF per transfer.

How do I know if my online transfer has been approved?

Your online receipt will show if your transfer has been approved. When the transfer is complete, you’ll get an email with your tracking number (MTCN). If your transfer is on hold you might be contact for more information.

If your transfer is rejected you may call Western Union Customer Care number at +226 2530 3676 , or send an email to obf.wu.support@orabank.net

How can I cancel a money transfer after it was sent?

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 number at +226 2530 3676 , or send an email to obf.wu.support@orabank.net

Can I get a receipt for my transfer?

A receipt will be sent to your email after the transfer is completed. You can also see the details of all of your previous transfers in your profile.

How do I verify my profile to start sending online?

First, fill in the online registration form and provide the following information:
• Full name.
• Full address.
• Mobile number.
• Country and date of birth.
• ID details. If an expired ID is detected, you will be asked to provide a new one.

Once you have successfully registered, please go the nearest Orabank agent location with the same ID that you registered with.

What is a tracking number (MTCN)?

The tracking number (MTCN) is a unique code to every 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 know if my money transfer has been received?

You can check your transfer status online. All you need is your name and the tracking number (MTCN) printed on your receipt.

Who uses Western Union money transfer services?

Western Union’s services are for anyone who needs to send or receive money quickly. From travelers and people supporting friends or relatives abroad, to business people who need to make faster international transfers.

Who are Western Union® Service agents?

They are our representatives who will help you send or receive money. In Burkina Faso, they are our partner Banks.

How can I find a Western Union agent location in Burkina Faso?

You can easily locate a Western Union agent location online, just use our agent locator.

How do I send money from an agent location?

The first step is to locate the nearest agent location (find it in our agent locator online), then you should give your receiver’s details to the agent. Once all the information is entered, you will be asked to give the total amount including the service fees. The transfer will be completed after this and the money available in minutes to your receiver. Don’t forget to get the tracking number (MTCN) from your receipt and share it only with your receiver, he or she will need it to pick up the cash.

What are acceptable documents for picking up money in Burkina Faso?

For money pickups at a Western Union agent location, your receiver must present one of the following types of IDs:

  • For Burkina Faso residents: a government issued ID
  • For non-Burkina Faso residents: a valid passport

Acceptable IDs are subject to the rules and regulations of the Central Bank of Burkina Faso.

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

You can check your transfer status online. All you need is your name and the tracking number (MTCN) printed on your receipt.

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

You can check your transfer status online. All you need is the sender’s name and the tracking number (MTCN) printed on the sender’s receipt.

When are Western Union services available?

Each Western Union agent location has its own hours of operation. These are usually the banking hours. Find a nearby Western Union agent location.

Can I send money to a bank account?

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 select countries.

In which countries can I send money directly to my receiver’s bank account?

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

How do I send money to a bank account from Burkina Faso?

Just choose the Direct to Bank Account service when you send money online or at an agent location. You’ll need to provide the receiver’s bank account information. The requirements change from country to country, but usually include:

  • Your receiver’s bank name and code
  • The account’s name and number

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

What’s a bank code, and how do I find my receiver's bank code?

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

A bank code could be called:

  • 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 counties 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 what details are required for each country.

What is a Bank Identification Code (BIC)?

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—you can check our Direct to Bank Account country information for more details.

What is an International Bank Account Number (IBAN)?

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 you receiver for the IBAN if it’s required.

How long does a Direct to Bank Account money transfer take?

“Direct to Bank Account” money transfers can change from country to country and can take up to five days. For more details, please refer to our Direct to Bank Account country information.

How do I collect my money?

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

  • Your name
  • The tracking number (MTCN)
  • Amount expected
  • Sender’s full name
  • Country the money came from
  • A valid ID

Some restrictions may apply.

There is no option to receive money directly to a bank account in Burkina Faso at the moment.

How are money transfers paid to receivers?

Money transfers will generally be paid in cash. Other restrictions may apply. Please visit or call the nearest Western Union agent location to get more information about restrictions.

How much does it cost to receive money?

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

Do I need to register at Western Union's website?

Yes. To send money you need to be registered. Once you have successfully registered on westernunion.com, please go to the nearest Orabank agent location with the same ID that you registered with.

What do I need to register and send money online through Western Union?

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

  • Must have a government-issued ID (for residents in the following countries: Burkina Faso, Togo, Benin, Bissau Guinea, Ivory Coast, Mali, Niger and Senegal).
  • Must have a valid passport (for non-residents in following countries: Burkina Faso, Togo, Benin, Bissau Guinea, Ivory Coast, Mali, Niger and Senegal).
  • Must be of at least 18 years of old.
  • Must accept our Terms and Conditions.
  • Must have a valid phone number.
  • Must have a bank account in Burkina Faso, a valid debit, credit or pre-paid card issued by any bank in one of the following countries (Burkina Faso, Togo, Benin, Bissau Guinea, Ivory Coast, Mali, Niger and Senegal).
Does it cost anything to register at Western Union's website?

No, it’s free of charge.

Who can register at Western Union website?

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

How many times can I register?

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

  • Must have a valid passport (for non-Burkina Faso residents) or a government-issued ID (for Burkina Faso residents).
  • Must be of at least 18 years old.
  • Must accept our Terms and Conditions and Privacy Statement.
  • Must have a valid mobile phone number.
  • Must have a bank account issued in Burkina Faso, a valid debit, credit or pre-paid card issued by any bank in one of the following countries (Burkina Faso, Togo, Benin, Bissau Guinea, Ivory Coast, Mali, Niger and Senegal).
How can I change/update my WU enrollment profile?

Registration with a valid ID, mobile phone number and an email address is only possible once.

Does Western Union need to confirm my identity?

Yes, before making your first online transaction, you will need to verify your profile:

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

  • Full name.
  • Full address.
  • Mobile number.
  • Country and date of birth.
  • ID details. If an expired ID is detected, you will be asked to provide a new one.

Once you have successfully registered on westernunion.com, please go the nearest Orabank agent location with the same ID that you registered with.

How long will it take to confirm my identity?

After you present a valid ID at the nearest Orabank branch, you will receive a confirmation by email. If you need to send money before your verification is completed, please visit a Western Union agent location.

Which Orabank branches can verify my profile in Burkina Faso?

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

What do I do if I forgot my User ID / login password/ or your profile is locked?

Your User ID is your mobile number.

If you forgot your password, you can select the “Forgot password” option for a new password to be sent to your email.

If your profile is locked, please try log in again after 30 minutes or contact Western Union customer care number at +226 2530 3676 or send an email to obf.wu.support@orabank.net.

What do I do if I want to change my login details password, email address?

You can change your password on the Profile Overview page after you login. 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.

How can I cancel my Western Union profile?

Please contact Western Union customer care number at +226 2530 3676 or send an email to obf.wu.support@orabank.net.

How long will it take to confirm my identity?

After you present a valid ID at the nearest Orabank branch, you will receive a confirmation by email and SMS. If you need to send money before your verification is completed, please visit a Western Union agent location.

Which Orabank branches can verify my identity in Burkina Faso?

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

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?

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 forward the suspicious mail to obf.wu.support@orabank.net

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

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

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 give the answer 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/she does not know the answer to the question. Test question is not available for payout in Burkina Faso

What can I do if I suspect fraud or am 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.

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.

Learn more about fraud protection.

Does Western Union Burkina Faso have a mobile app?

Yes, and it’s available for iOS and Android.

Get the app for free now

App Store

Google Play

What services can I access with the mobile app in Burkina Faso?

With Western Union® app you can:

  • Send money: Verified users can proceed to 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 up-to-date exchange rates and compare fees3 for Western Union® services.
  • Track a transfer: Find out the status of your transfers wit Western Union® tracking app feature
  • Find an agent location: Get the locations for thousands of Western Union’s agents around the globe.
Does it cost anything to use the mobile app in Burkina Faso?

There’s no fee to download the app or to access the app from your mobile phone. But mobile phone data access and calling charges will apply. Please contact your mobile phone network provider for details.

How do I get the mobile app in Burkina Faso?

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

Get the app for free now

App Store

Google Play

What do I need to do to be able to send money using the mobile app?

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

If you are a new customer, you can register directly on the app in just a few minutes. You will need to verify your phone number and you will need to present one of the following types of IDs at an Orabank location:

  • Valid passport (for non-Burkina Faso residents)
  • Government-issued ID (for Burkina Faso residents)

Learn more about sending money online.

How do I get a log in to access My Profile in the mobile app?

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

Get the app for free now

App Store

Google Play

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

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.

2 For transfers funded with bank transfers, the money will be released only if the payment is fully received by Orabank in the specified account.

3 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.