Frequently Asked Questions

FAQ / Send money

Send money

Can I change the name on a money transfer?

You can only make minor typographical corrections to the receiver’s name on a regular money transfer as long as the money hasn’t yet been picked up or deposited. This can’t be done on a money order, bill payment, or prepaid money transfer.

For your safety, make sure you know your receiver.

How do I find out if my money has been sent?

If you’re the sender, you can check any time after sending in your profile’s history. If you’re the receiver, you can check your transfer status online. All you need is the tracking number (MTCN) available on the receipt.

Are residents of the Bailiwicks of Jersey, Guernsey, and the Isle of Man allowed to send money?

No. Residents of the Crown dependencies are not currently allowed to send money online on the UK website.

How do I find out if a money transfer is available for pickup?

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

How do I pick up a money transfer?

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

  • Tracking number (MTCN)
  • Origin country
  • Sender’s name
  • Amount
  • Valid identification

Some restrictions may apply.

What are acceptable ID documents for picking up money?

Please be aware that as of 26th June 2017, you are required to show identification to send and receive money from an agent location in the United Kingdom. You are required to present one of the following documents for any transfer up to the value of 5000 GBP:

  • Current signed passport
  • Current full driving licence (EU) and provisional licence (UK only)
  • National identity card (EU only with the exception of UK)
  • EU residency card
  • Emergency / Temporary passport
  • Emergency travel documents
  • Ships Passport
What about exchange rates?

When you send money internationally, your receiver will generally be paid in local currency. The exact amount will be calculated based on the exchange rate applicable at the time of shipment. However, for transfers to certain countries, the exact amount will be calculated based on the exchange rate applicable at the time of receipt.

How do I pay for my money transfer online?

You can pay with your credit/debit card or a bank transfer. Bank transfer is available for UK residents only. After you’ve chosen your destination country, you’ll see the types of services available to you. For more details about online payments, please call Western Union customer care at 0808 234 9168 for UK residents only and +32-(0)2 639 7103 or email us at

How much can I send online from the United Kingdom and Gibraltar?

You can send up to 799.99 GBP from the United Kingdom and territories without any additional ID verification. If you would like to send more, we need to confirm your identity online. After we have confirmed your ID, you’ll be able to send up to 4,000 GBP. For bank transfer (faster payment) to bank account payouts, you’ll be able to send up to 50,000 GBP per transfer depending on the selected country. Bank transfer is available for UK residents only. Additional limits may apply.

How do I find a Western Union agent location?

Find a nearby agent location online or look for Western Union in your local telephone directory.

How do I send money to a mobile phone?

If your receiver lives in a country where we offer this service, you can send money to their mobile phone. Make sure your receiver has activated a mobile wallet with one of our partner mobile phone operators in their country.

How do I send money to a bank account?

This service is available for certain countries. Usually, money is deposited into the receiver’s bank account within 1 or 2 working days. Money may be deposited on the same day or in up to 3 working days, depending on when and where it’s sent.

After you send money, ask your receiver to contact their bank or check their bank statement to verify the deposit.

Learn more about sending money to a bank account.

How do I cancel my money transfer and ask for a refund?*

You can cancel a money transfer only if it has not been picked up by your receiver. If you sent money to a bank account, you can cancel it if the transfer has not been completed by your receiver’s bank.

To request a refund, please call Customer Care, or if you sent the money in person, return to the agent location.

* The amount of money refunded (amount sent and/or transfer fees) depends on the service chosen and reason for cancellation. If you have questions regarding the amount to be refunded, contact Customer Care. Please also see our Terms and Conditions for more information.

How long does it take to receive a refund?

Refunds typically take up to 10 business days from the date they are completed.

Are residents of Gibraltar allowed to send money online?

Yes, residents of Gibraltar can send money online only using their credit or debit cards. Bank transfer is currently unavailable in Gibraltar.

Can’t find what you are looking for?

If you need to get in touch with Western Union, don’t hesitate to contact our Customer Care