Frequently Asked Questions | Send Money Online

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How do I send money online?

You can send money online at WU.com or through the Western Union® app once you create your online profile. Then choose your destination country and the amount you’d like to send.

You can send money directly to your receiver’s bank*, or to an agent location for cash pickup, or to a mobile wallet depending on your receiver’s country. Transfers within Hong Kong are available only for cash pickup.

Learn more about how to register and how to send money online.

* Please use care when providing bank account information. Funds will be paid into the bank account corresponding to the account number you provide. The receiver's account must be a local currency payout account. Funds may be delayed or services unavailable based on certain transaction conditions, including amount sent, destination country, currency availability, regulatory issues, identification requirements, Agent location hours, differences in time zones, or selection of delayed options. Additional Restrictions may apply. See Terms for details.

How long does it take to send money online?

Credit card: With a Hong Kong-issued credit card, you can send money for a cash pickup in minutes* or send it directly to a bank account** within 24 hours except on weekends and public holidays. A card issuer cash advance fee and associated interest charges may apply.

Tap & Go wallet: If you pay for your transfer with your Tap & Go wallet you can send money for a cash pickup in minutes* on the Western Union® app. Your receiver can pick up the cash at any Western Union agent location around the world or can choose to receive money directly in their bank account. The money is usually credited in a bank account within 24 hours* except on weekends and public holidays.

Bank transfer: If you pay for your transfer using internet banking, your receiver may get the money on the same day or up to 5 working days, depending on the sender and receiver’s locations.

*Funds may be delayed or services unavailable based on certain transaction conditions, including amount sent, destination country, currency availability, regulatory issues, identification requirements, Agent location hours, differences in time zones, or selection of delayed options. Additional Restrictions may apply. See Terms for details

** Please use care when providing bank account information. Funds will be paid into the bank account corresponding to the account number you provide. The receiver's account must be a local currency payout account.

Which countries and territories can I send money online to?

You can send money online to more than 200 countries and territories with WU.com in Hong Kong. Check our agent locator tool to see all the locations available to you for a money transfer. Your receiver can pick up the cash at any Western Union agent location around the world.

If you want to send money directly to a bank account*, find the list of countries here.

How do I pay for my money transfer online?

You can pay for your money transfer online with your credit card issued in Hong Kong only. A card issuer cash advance fee and associated interest charges may apply. You can also make a bank transfer and pay via your personal internet banking account.

If you send money online on the Western Union® app, you can pay with your Tap & Go wallet.

What currencies are available for payouts?

Payouts will be made only in the local currency. Senders should ensure their receiver's bank account is a local currency account to avoid potential service delays. Otherwise, additional charges from the receiver's bank may apply.

Can I change the name on a money transfer?

You can only make minor typographical corrections to the receiver’s name on your money transfer if the money has not been picked up. This cannot be done on bill payment or prepaid money transfer.

How much can I send online?

With a Western Union profile, you can send up to 7,500 HKD online per transfer. If you need to send more, please visit an agent location.

Will my credit card charge a fee for sending money with Western Union?

Some card issuers may charge additional fees for using our services. Please contact your card issuer for more information.

What is Verified by Visa^® and MasterCard SecureCode^®?

Verified by Visa^® and MasterCard SecureCode^® help prevent unauthorised online use of cards. These services use personal passwords or identity information, and are available for most cards from participating financial institutions.

Once your card is activated, your card number will be recognised whenever it is used at participating online stores. A window will automatically appear, and your card issuer will ask for your password. You need to enter your password and complete your purchase.

If you haven't activated Verified by Visa^® or MasterCard SecureCode^® your card can still be used on our site.

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

Your online receipt will show whether your transfer was approved. If we need more information to approve your transfer, we’ll have you call us. When the transfer is complete, you'll get an email with your tracking number (MTCN).

How do I track my transfer?

You may track the status of your money transfer using the Track transfer service online. All you need is the tracking number (MTCN). You can also check the details of your transfer on the History page in the mobile app, or in the Recent Activity section on WU.com.

How can I cancel my online money transfer after it was sent?

An online money transfer can be cancelled only if it has not been collected by the receiver in the destination country or if the funds have not been credited to your receiver’s bank account or mobile wallet, or if the payment was not completed due to technical issues.

If you wish to cancel your money transfer, please contact us.

Can I get a receipt for my transfer?

A receipt will be sent to your registered email address once your transfer is complete. You can also check the details of all your transfers on the History page in the mobile app, or in the Recent Activity section on WU.com.

What is an MTCN?

The Money Transfer Control Number (MTCN) is a unique code assigned to your transfer. When you send money online, you will get the MTCN on your money transfer receipt. Your receiver will need this tracking number when they pick up their money, and it can also be used to track your transfer. Please do not share this number with anyone other than your intended receiver.

How do I get a refund for my money transfer?

You can request a refund by contacting our Customer Care. You will need to provide your money transfer details, including the tracking number (MTCN).

You may also be required to share your bank statement for additional verification in case of high-value transfers exceeding 7,500 HKD. To do so, you’ll need to send a PDF image of your statement, clearly displaying your name, bank name, account number and transfer details, and mail it to hongkong.customer@westernunion.com.

Upon raising a request, you’ll be assigned a ticket number to track the status of your refund. You’ll also get the status on your registered email address.

How long will it take to refund my transfer?

Once we receive your refund request, your money transfer details will be verified and your request will be processed. It will usually take up to 5 business days for the validation and generation of a new MTCN (tracking number), which you can use to pick up your refund.

I made a money transfer via my bank account. Why can’t I receive the refund directly in my account?

Western Union does not store your bank account details due to the bank’s policy. Thus, your refund cannot be transferred back into your account.

Where can I pick up my refund?

If your refund value is below 7,500 HKD, you may pick it up at any Western Union agent location in Hong Kong. If your refund value exceeds 7,500 HKD, please visit a participating agent location to collect your refund.