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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 Westernunion.com Customer Care at +61-2-9226-9322.

Send money online

To send money online, please visit wu.com or the WU 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 pick up at one of our agent locations.

Your money will be available within minutes1 for a cash pick up or up to 5 days for a direct to bank account transfer, depending on your receiver’s country1,2:

1Funds 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.

2The money will be released only if the payment is received between 9:00 a.m. and 3:30 p.m. during the bank’s working days; Any transfers done outside that timeframe will be only released on the next working day.

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

  1. Debit Mastercard® or Visa ®cards with a 3DS issued in Guinea.
  2. Prepaid card with a 3DS issued by Orabank bank in Guinea.
  3. Bank Transfer from Bank account issued in Guinea. Please keep in mind that Orabank should validate the ownership of the account funding the money transfer.

If you wish to find out more about options to fund your online money transfer, please call our Western Union Customer Care number at +224 627 27 03 22, or send an email to ogn.wu.support@orabank.net

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:

A bank code could be called:

  1. Select the bank transfer payment option. Please check your account details before starting your transfer.
  2. Enter your sender’s information and confirm your transfer.
  3. Write down the transfer reference number displayed on WU.com and Orabank account to which you need to transfer the funds.
  4. Once you have completed this process, you will need to send the complete amount, including the transfer fees and the taxes, by electronic transfer from your online banking to Orabank’s account. Please do not forget to mention the transfer reference number in the remarks column before you complete the funds transfer from your account.

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

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.
The money will be sent only if the payment is received between 9:00 a.m. and 3:30 p.m. during Orabank’ working days; Any transfers done outside that timeframe will be sent the next working day.

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

After your profile is verified, you can send up to 45 000 000 GNF per transfer and up 45 000 000 GNF per day.

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 contacted for more information.
If your transfer is rejected you may call Western Union Customer Care number at +224 627 27 03 22, or send an email to ogn.wu.support@orabank.net

A transfer can only be cancelled if the money hasn’t been deposited into your receiver’s bank account or collected by the receiver in the destination country.

If you wish to cancel your money transfer, please call our Western Union Customer Care number at +224 627 27 03 22, or send an email to ogn.wu.support@orabank.net

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

Once you have successfully registered online, you will be asked to visit the nearest Orabank branch and verify your identity in-person. Please note that you will need to provide one of the following IDs (same used for online registration):

  • Valid passport
  • National ID issued in Guinea
  • Consular Biometric Card issued in one of the following countries: Benin, Mali, Togo, Niger, Burkina Faso, Guinea Bissau, Senegal, Ivory Coast, Guinea, Liberia, Sierra Leone, Gambia, Ghana, Nigeria

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.

3D-Secure is the secure protocol designed to ensure enhanced security and strong authentication for you when you use your debit, or prepaid cards online. Depending on the card type, it is called “MasterCard SecureCode” or “Verified by Visa”. When you transfer money, you may be asked to provide a special security code order to authorize the online transfer when prompted in the Credit Card payments page. If you don’t know your 3D-Secure passcode or password, and you are not being given the option to enroll online in the bank’s pop up screen, then you will need to contact your bank that you issued your card.

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WU mobile app

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

Get the app for free now

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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 fees* 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.

* 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. But mobile phone data access and calling charges may apply. Please contact your mobile phone network provider for details.

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

* 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.

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

Download the app

Customers that have been already verified can use their existing log in 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 phone number and will need to present one of the following types of IDs at an Orabank location:

  • Valid passport
  • National ID issued in Guinea
  • Consular biometric card issued in one of the following countries: Benin, Mali, Togo, Niger, Burkina Faso, Guinea Bissau, Senegal, Ivory Coast, Guinea, Liberia, Sierra Leone, Gambia, Ghana, Nigeria

Learn more about sending money online.

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 free app now


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.

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Send money to a bank account from Guinea

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.

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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.

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Just choose sending to a Bank Account 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.

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 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 what details are required for each country.

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.

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.

The time for "Direct to Bank Account" money transfers varies from country to country and can take up to five days. For more details, please refer to our Direct to Bank Account country information.

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Send money in person

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.

They are our representatives who will help you send or receive money, they can be banks, post offices, supermarkets, grocery stores, mailbox centers, drug stores, travel agencies, depots, airports, train and bus stations, currency exchange offices and other retailers.

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

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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.

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

  • Valid passport
  • National ID issued in Guinea
  • Driver’s license with photo

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

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You can check your transfer status online. All you need is your name and the tracking number (MTCN – Tracking number) printed on your receipt. Or you can call our Western Union Customer Care number at +224 627 27 03 22, or send an email to ogn.wu.support@orabank.net

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

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Each Western Union agent location has its own hours of operation. Some have extended hours and some even stay open 24/7.
Find a nearby Western Union agent location.

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Registration

Registration is required for most of our services. When you visit wu.com/al for the first time you’ll need to complete the profile registration form and follow these steps:

  1. Enter your authentication credentials – your mobile number and a password which you will create for yourself.
  2. You will receive a confirmation SMS.
  3. Fill in the online registration form with the following information: full name, date and country of birth and address. Then select ID type and enter your ID number, issuer country and expiration date. For Albanian citizens it is mandatory to enter your personal identification number. If an expired ID is detected, you will be required to provide a new one.
  4. Once you have successfully registered online, you will be asked to accept the Terms and Conditions of Online Profile Registration and Online Privacy Statement for our online services.
  5. After your profile is created, you will need to verify your profile in person at one of the Unioni Financiar Tirana (UFT) locations
  6. After your profile is verified, you will be able to send money online.
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No, it’s free to register for online on wu.com in Albania.

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Anyone who meets the following criteria can use our online money transfer service.

  • Must have a valid government issued ID, including a passport, national identification card, international passport for non-residents, identification cards issued in European Union countries and Macedonia, Montenegro and Kosovo.
  • Must be at least 18 years old.
  • Must accept the Terms and Conditions of Online Profile Registration and Online Privacy Statement for using our online services.
  • Albania citizens should have a personal identification number.
  • Must have a bank account issued in Albania.
  • Must have a valid mobile phone number issued in Albania.
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Registration with a valid ID and a phone number is possible only once.

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You can change or update your Western Union profile information from the “Profile” tab after you log in. If you want to change your personal information, go to your online profile and select "Edit profile" from the right-hand menu. If you have any questions about your profile, please contact Western Union Customer Care center toll free on 0800 44 55 from 8:00 am to 7:00 pm on weekdays and 10:00 am to 4:00 pm on Saturdays and holidays or email westernunion@uft.al. Support is available in Albanian and English

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Your user ID is your phone number, your password and one-time password will be sent to your phone number.
If you forgot your password, you can select the “Forgot password” option and a new password will be sent to your phone number.
If you repeatedly entered incorrect details or your profile is locked, please try to log in to your profile after 30 minutes or contact Western Union Customer Care center toll free on 0800 44 55 from 8:00 am to 7:00 pm on weekdays and 10:00 am to 4:00 pm on Saturdays and holidays or email westernunion@uft.al. Support is available in Albanian and English

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Once you’re logged in you can easily change or update your Western Union profile by selecting the “Profile” tab, then select "Edit profile" from the menu on the right-hand side and change your password. For online registration, you can use only one phone number. If your phone number has changed, then the only way to get access to your profile is by calling the Western Union Customer Care center.
If you have any questions, please contact Western Union Customer Care center toll free on 0800 44 55 from 8:00 am to 7:00 pm on weekdays and 10:00 am to 4:00 pm on Saturdays and holidays or email westernunion@uft.al. Support is available in Albanian and English

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You can delete your online profile by contacting Western Union Customer Care center toll free on 0800 44 55 from 8:00 am to 7:00 pm on weekdays and 10:00 am to 4:00 pm on Saturdays and holidays or email westernunion@uft.al. Support is available in Albanian and English

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Identification process

Yes, before making your first online transfer, you will need to verify your profile in person. Once you have successfully registered online, please visit one of the Unioni Financiar Tirana (UFT) locations for a one time in-person verification. Once your profile is verified, you will be able to send money online.

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After you present a valid government-issued ID at one of the Unioni Financiar Tirana (UFT) locations you will receive a confirmation via SMS.

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If you are a resident in Albania, then the following identification is accepted:
- Identity card issued by the Republic of Albania;
- Passport issued for Albanian citizens. If you are a European Union resident, or a resident of Macedonia, Montenegro or Kosovo the following identification is accepted:
- Identity card issued in European Union, or respectively in Macedonia, Montenegro and Kosovo. If you are a non-resident, then the following identification documents are accepted:
- International passport of the foreign citizen. Identification documents should have your full name, ID details, citizenship and date of birth.
Please make sure to bring the same identification document to the verification location that you have used for your online profile.

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Search for a Union Financial Tiran (UTF) location near to you. All locations on the list will verify your online profile.

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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. 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

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.

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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 email. This may be a "phishing" attempt to acquire sensitive information from you. Instead, immediately contact Western Union Customer Care center toll free on 0800 44 55 from 8:00 am to 7:00 pm on weekdays and 10:00 am to 4:00 pm on Saturdays and holidays or email westernunion@uft.al. Support is available in Albanian and English or visit any Western union agent location near you.

Please note 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 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 Albania.

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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 Albania.

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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.

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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.
  • Get more information about how to protect yourself from fraud.
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