Frequently Asked Questions

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

They are our representatives in the different countries you need to 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 Ecuador is easy, go to our agent locator tool.

Once you get to our agent location, you will be asked to provide some information like your receiver’s first name, last name, the amount you want to send and the country you are sending to and your government-issued ID; then just give the agent the total amount including the applicable fees.

You’ll need to present official government-issued ID – a passport and National ID card. Note: only non-Ecuadorian residents are allowed to use their passport.  Ecuadorian citizens must use their National Id card (government id).

Acceptable IDs are subject to the banking laws and regulations of Ecuador.

You can send up to 7,500 USD per day and up to 15,000 USD within 90 rolling days. For transfers over 3,000 USD per calendar month additional information will be collected.

If you wish to send more, please visit an agent location.

Money transfers will generally be paid in cash or will be transferred directly to the receiver’s bank account if the option is available.

Restrictions may apply. Please contact a Western Union agent to get more information about restrictions.

You can check your transfer status online, all you need is the sender’s name and the Money Transfer Control Number (MTCN) printed on the sender’s receipt.

Each Western Union agent location determines its own hours of operation. Some have extended hours and open during weekends.

Find a nearby Western Union agent location with our agent locator.

If you are an Ecuador resident you’ll need to present a government-issued ID or a civil ID, if you are a non-resident a valid passport is required.

Acceptable IDs are subject to the banking laws and regulations of Ecuador.

You can check the status of your transfer online by clicking track a transfer at wu.com. Then type in the sender’s name and the MTCN (money transfer control number). You’ll get an update on the latest status of your money transfer

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

• Your sender’s full name
• The country where the money was sent from.
• The approximate amount that was sent.
• The tracking number – (MTCN – Money Transfer Control Number)
• Acceptable ID documents are also required

For more information, please visit your nearest Western Union agent location.

Money transfers will generally be paid in cash.
Other restrictions may apply. For more information, please visit your nearest Western Union agent location.

All fees are paid by the sender. Receiving money is free of charge.

Registration is required for most of our services. After you open wu.com you’ll need to follow these steps:

• Enter your email.
• You will receive a one-time verification link to your email.
• Continue with your online registration form by entering your name, last name, middle name (if applicable), your address, phone number, city, country, your ID credentials (type, number, issuer, expiration date, issue date), date and country of birth, nationality, gender and occupation. When an expired ID is detected, you will be required to provide a new one.
• Accept the terms and conditions of our service.
• Once you have successfully registered online, you will be asked to visit the nearest verification location.
• After your profile is verified, you will be able to send money online.

Registration is free of charge.

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

• Must have a valid government-issued photo ID.
• Must be at least 18 years old.
• Must accept the terms and conditions for using our services.
• Must have a bank account created in Ecuador with online access.
• Must have a valid phone number and email.

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

If your profile hasn’t been verified, you can change or update your Western Union profile information from the “Profile overview” tab after you log in to wu.com.

After your profile has been verified you cannot change your name, last name, date of birth and nationality. If you require to change this information after your identity is verified, please contact Westernunion.com customer care toll free number at 1-800-937-837 or send an email to comentarios@activaecuador.com.

Your User ID is your email and password.

If you forgot your password, you can select the “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 to log in to your profile after 30 minutes or contact Westernunion.com customer care toll free number at 1-800-937-837 or send an email to comentarios@activaecuador.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. After you verify your email, it cannot be changed online. Changes would only be possible at nearest verification location.

Please contact Westernunion.com customer care toll free number at 1-800-937-837 or send an email to comentarios@activaecuador.com.

Yes, before making your first online transfer, we will need to verify your profile:

First, your email must be verified.

Once you fill out the online registration form and provide the following information: your name, last name, middle name (if applicable), your address, city, country, your ID credentials (type, number, issuer, expiration date, issue date), date and country of birth, nationality, gender and occupation. When an expired ID is detected, you will be required to provide a new one.

After you have successfully registered online, you will be asked to visit one of the below listed locations in and verify your identity and phone number in person at one of the nearest verification location.

When your identification is confirmed you will be able to send money online.

After presenting a valid government-issued ID at the nearest verification location, you will receive a confirmation by email. Also you profile will be marked as “verified” and you will be able to send money online.

If you need to send money urgently before your verification is completed, please visit a Western Union agent location.

If you are an Ecuador resident you’ll need to present a government-issued ID or a civil ID, if you are a non-resident a valid passport is required.

Acceptable IDs are subject to the banking laws and regulations of Ecuador.

You can find all locations for physical verification with our location finder tool.

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 asignment.
• 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 please contact Westernunion.com Customer Service Center toll free number at 1-800-937-837 or send an email to comentarios@activaecuador.com.

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

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 Ecuador.

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 Ecuador.

You should immediately call Western Union Fraud Awareness number 1-800-709-778 or 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 seemts too-good-to-be-true, it probably is.
• For more information about how to protect yourself from fraud, click here.

Agent locations are places where you can transfer money using Western Union. Agent locations may be in supermarkets, grocery stores, check cashers, mailbox centers, drug stores, travel agencies, depots, and other retailers. In some countries, they may be in banks, travel agencies, post offices, airports, train, and bus stations, and currency exchange offices.

Use our agent location tool.

You’ll need to provide a valid government-issued ID, transfer details, and the amount you want to send, plus the applicable fees, in cash.

Western Union agent locations offer the ability to send and receive money around the world using cash.

You can usually send up to 7,500 USD per day and up to 15,000 USD within 90 rolling days. For transfers over 3,000 USD per calendar month additional information will be collected.

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

You can register to My WU loyalty program in 2 ways:

• By selecting the box “Enroll to My WU program” during your registration on www.wu.com.
• At cash counters while sending money from our agent locations.

My WU members are eligible to earn My WU points, which can be redeemed for discounts on transfer fees and get offers exclusively for members.

A 400 FCFA transfer fee¹ gets you 1 My WU point.

To redeem your points, please visit www.wu.com/mywu/ec

Points earning is effective from 2013 and all points earned are valid for 12 months from the start date of accumulation².

You can find your My WU number printed in the receipt for the transfer you register to the program with; on the receipt for you last transfer, by contacting customer care, or by logging in to www.wu.com/mywu/ec.

Check your login details (i.e. last name + My WU number, or last name + email address) and make sure they match the latest information that you have provided. If you are unsure of the information provided, you can call Customer Care to get the information needed, including My WU number, email address and phone number. Using My WU number or email address (together with your last name) is the most reliable way to check your balance and/or redeem rewards.

The process to merge matching or duplicate profiles along with their points s, contacts, etc. it’s a very complicated task and, in some cases, some profiles were kept separately. If the merge was not successful in your case, please call our Customer Care number  toll free number at 1-800-937-837 or send an email to comentarios@activaecuador.com.

In this case you may be using a non-unique lookup criteria, for example: phone number together with your last name therefore, chances are that you have unintentionally (1) registered more than once with the same phone, (2) provided a wrong and/or dummy phone number, or (3) provided a phone number that was somebody else’s. Please contact Customer Care to make sure your profile is has the latest information, including: last name, email address and mobile phone number. Using My WU number or email address (together with your last name) is the most reliable way to check your balance and/or redeem rewards.