Frequently Asked Questions

New to Money Transfers

How do I send money to an inmate in a correctional facility?

WU.com or mobile app
1. Log on to your WU Profile.
2. Click the Menu icon and select Pay inmate from the dropdown.
3. Fill out the required information to send money.
You will need:
• Correctional facility name (also known as code city and state)
• Inmate’s number
• Inmate’s complete name
• Amount
• Reference number if applicable (provided by the correctional facility)
In person
Ask the Agent for the To Send Money Form (TSMF) for Bill Payments service.
You will need:
• Correctional facility name (or code city)
• Inmate’s account number
• Inmate’s complete name
• Amount
• Speed of delivery (Same Day, Next Day and 2nd Day).
Note: Service fee varies on the chosen speed of delivery. This is applicable in select Agent locations. 
Telephone Money Transfer – US to US
Call 1-800-CALL-CASH (1-800-225-5227) to send money using a credit** or debit card.
You will need:
• Correctional facility name (or code city)
• Inmate’s account number
• Inmate’s complete name
• Amount
** Card issuer cash advance fee and associated interest charges may apply. Use a debit card to avoid these fees and charges.

What’s the fastest way to send money for a cash pick up?

You can send money quickly using WU Money in Minutes*:
With WU.com or the mobile app
Log in to WU.com and select Send Money and choose Cash at agent location, or access the mobile app and select Cash pick up, then pay with a credit* or debit card.
In Person
Visit an Agent location and pay with cash or debit card, where available. Be sure to choose Money in Minutes*. 
Telephone Money Transfer – US to US
Call 1800-CALL-CASH (1800-225-5227) to send money using a credit** or debit card.
* Date available will be displayed on receipt for international transfers over $15 USD. Service and funds availability depends on certain factors including the Service selected, the selection of delayed delivery options, special terms applicable to each Service, amount sent, destination country, currency availability, regulatory issues, consumer protection issues, identification requirements, delivery restrictions, Agent location hours, and differences in time zones (collectively, “Restrictions”).
** Card issuer cash advance fee and associated interest charges may apply. Use a debit card to avoid these fees and charges.

How do I send money?

You can send money with Western Union a few different ways, including  online,  in person, and by  phone. 
WU.com or mobile app
If you’re a first time user of WU.com, you’ll need to create a profile. If you’re a first time user of the mobile app, download the app first.
  1. Click Send Money, enter the send amount, currency, and destination.
  2. You can choose how would you like to pay: cash at retail agent location, credit** or debit card, or bank account.
  3. Select how your receiver would like to get the money. You can choose: cash pick up, Mobile Money Transfers, Direct to Bank, (services vary, depending on the receive country).
  4. Review the transfer summary and submit.
*For a visual on how to send money online, please click here.
In person
You can visit a Western Union Agent location to send money using cash or, in some cases, a debit card.
You’ll need:
  • Your receiver’s name as it appears on their government-issued ID
  • Your receiver’s city/province/state and country
  • Your government-issued ID*
Telephone Money Transfer
You can send money by phone by calling the Telephone Money Transfer hotline at 1-800-CALL-CASH, for a US to US money transfer.
You’ll need:
  • Your credit** or debit card info
  • Your receiver’s name as it appears on their government-issued ID
  • Your receiver’s city, state, and country
  • Your government-issued ID*
Note: Your transfer fee will vary, based on the options you choose.
* You may be required to provide identity information depending on the service, send amount and the destination of the money transfer.
** Card issuer cash advance fee and associated interest charges may apply. Use a debit card to avoid these fees and charges.
 

What does my receiver need to pick up their money?

This depends on the money transfer delivery you choose and the destination country. 
Cash pick up at an Agent location
Your receiver will need:
  • Tracking number (MTCN),
  • Sender’s complete name,
  • Sender’s country and state/city/province may be required,
  • Expected amount, and
  • Government-issued ID*.
  • In some receiving countries, a security question may be required.
Direct to Bank
Funds are sent directly to the receiver’s bank account and receiver will need to comply with bank’s requirements and policies to receive funds.
Mobile Money Transfer
Funds are sent directly to mobile account and receiver will need to comply with mobile network operator’s requirements and policies to receive funds.
Money transfer to a correctional facility
Funds are sent directly to the inmate’s account. The inmate will need to comply with the facility’s requirements and policies to receive funds.
* Your receiver may be required to provide identity information depending on the service, send amount and the destination of the money transfer.

Sending money directly to a bank account

If Direct to Bank is available, you can send money directly to your receiver’s bank account.
WU.com or mobile app
When sending money, choose Bank account as the delivery option.
In person
When sending money from an Agent location, choose Bank account deposit as the money delivery option.
Note: This option is not offered via Telephone Money Transfer.
You’ll need:
Within the US: Bank name, account name, account number and routing number
Outside the US: One or all of the following may be required:
• Branch name, bank, or branch code 
• Account number or International Bank Account Number (IBAN) 
• Routing number, International Bank Identifier Code (BIC), swift BIC or Indian Financial System Code (IFSC) 

How can I pay for my money transfer?

WU.com or mobile app
Use a credit* or debit card, or a bank account. You may also initiate your transfer using the mobile app and pay cash at participating WU Agent locations.
In-person
Visit a Western Union Agent location to send money using cash or, in some cases, a debit card.
Telephone Money Transfer
Transfer money by phone, using a credit* or debit card, by calling the Telephone Money Transfer hotline at 1-800-CALL-CASH (1800-225-5227), for transfers sent within the US.
* Card issuer cash advance fee and associated interest charges may apply. Use a debit card to avoid these fees and charges.

How do I update my email address/phone number?

On the app, tap My Profile at the bottom of the screen. Enter your username and password and tap Log In. Once logged in, you can update all of your personal details by tapping the appropriate button.

How can my receiver get the money?

This depends on the money transfer delivery options available in the destination country.
Cash pick up at an Agent location. They can pick up the money at any nearby Western Union location. Your receiver will need to fill out the To Receive Money Form (TRMF) and present Government-issued ID*.
  • Tracking number (MTCN)
  • Sender’s complete name
  • Sender’s country state/city/province may be required
  • Expected amount
Direct to Bank. The money is sent to the receiver’s bank account you provided when you sent the money transfer.
Mobile Money Transfer (transfer to a receiver’s mobile wallet). The funds are sent to the receiver’s mobile wallet. Your receiver can visit the qualifying mobile network operator to receive the cash.
Money transfer to a correctional facility. The money is sent to the correctional facility and account number you provided when you sent the money transfer.
* Your receiver may be required to provide identity information depending on the service, send amount and the destination of the money transfer.

How do I know if a company accepts a payment from Western Union?

1. Go to WU.com.
2. At the top of the web page, click Pay Bills.
3. In the Biller name field, start typing the company name. If the company name appears, they accept payments from Western Union.
Mobile app
1. Tap Pay bills.
2. On the top right, tap More.
3. Type the company name in the Search field or scroll through the list of billers.
In person
The Agent at the Agent location can check if the Biller accepts payment from Western Union.
Telephone Money Transfer – US to US
Call 1-800-CALL-CASH (1-800-225-5227) to check if the Biller accepts payment from Western Union.

Which credit cards do you accept?

WU.com, mobile app, and Agent locations
WU accepts Visa®, MasterCard®, and Discover® credit cards*.
Telephone Money Transfer
Visa® and MasterCard® credit cards*.
* Card issuer cash advance fee and associated interest charges may apply. Use a debit card to avoid these fees and charges.

Can I pay in cash even if I use the app to send money?

Yes, if your receiver is picking up the money at an agent location. You can do this using our mobile app.
When you begin a money transfer on the mobile app, you will be provided the option to pay in cash at an Agent location.
7 Western Union also makes money from currency exchange. When choosing a money transmitter, carefully compare both transfer fees and exchange rates. Fees, foreign exchange rates, and taxes may vary by brand, channel, and location based on a number of factors. Fees and rates subject to change without notice.

Can I send money from my mobile phone?

iPhone
Download the Western Union app. 
Then, you can send money using a credit*/debit card or bank account.
 
Android
Download the Western Union app. 
Then, you can send money using a credit*/debit card or bank account.
* Card issuer cash advance fee and associated interest charges may apply. Use a debit card to avoid these fees and charges.
You can also access WU.com from any web browser on your mobile device.

Can I send money to a prison inmate?

Yes, you can send money to a prison inmate. 
1. On WU.com, log in to your WU profile.
2. Click the Menu icon and select Pay inmate from the dropdown.
3. Select the Correctional facility from the dropdown and follow the instructions provided.
     You will need:
       • Facility name
       • Amount
       • Receiver’s first and last name
       • Inmate’s account/register number
Mobile app
1. Log on to your WU profile.
2. On the bottom right, tap More.
3. Tap Pay bills/Inmate.
4. Locate the facility by tapping Inmate at the top of the screen. 
5. Type the company name in the Search field or scroll through the list of billers.
6. Follow the instructions provided.
      You will need:
       • Facility name
       • Amount
       • Receiver’s first and last name
       • Inmate’s account/register number
In person
Ask the Agent for the To Send Money Form (TSMF) for Bill Payments service. 
       You will need:
        • Facility name (enter into Company Name (or Code City) field)
        • Inmate’s account/register number followed by the inmate’s last name (enter in 
           Account Number field)
        • First and last name (enter in Attention field)
        • Amount
Note: Agents can assist with any questions on the form.
Telephone Money Transfer – US to US
Call 1-800-CALL-CASH (1-800-225-5227) to send money using a credit** or debit card.
        You will need:
          • Facility name
          • Amount
          • Receiver’s first and last name
          • Inmate’s account/register number
**Card issuer cash advance fee and associated interest charges may apply. Use a debit card to avoid these fees and charges.

How do I edit my profile settings?

On the mobile WU app, tap My Profile at the bottom of the screen. Enter your username and password and tap Log In. Once logged in, you can update all of your personal details by tapping the appropriate button.

How do I send money directly to my receiver’s bank account?

If Direct to Bank is available, you can send money directly to your receiver’s bank account.
You’ll need:
Within the US: bank name, account name, account number and routing number
Outside the US: one or all of the following may be required:
  • Branch name, bank, or branch code 
  • Account number or International Bank Account Number (IBAN) 
  • Routing number, International Bank Identifier Code (BIC), swift BIC or Indian Financial System Code (IFSC) 
Other information: in some cases, you may also need the receiver’s complete address.
 

Do I need a landline to send money over the phone?

No. You can send money transfers over the phone using either a landline or a mobile phone. 

How much money can I send with Western Union?

Specific money transfer limits will vary based on a number of factors, including:
  • Your transfer history
  • Your location
  • Your receiver’s location
  • The service you choose
  • Your payment method
  • Agent location limits
  • Country receive limits
 

Sending on WU.com or mobile app

To determine how much you can send on WU.com or the mobile app, click Send Money.
 

Sending in-person

To determine how much you can send in-person, visit one of our Agent locations.
 

Sending by phone (Telephone Money Transfer)

To determine how much you can send from a US location to another US location over the phone, please call 1-800-CALL-CASH® (1-800-225-5227).

What to do if I receive error message “there is already an account with this email address.”? Error C1052

WEB: To recover your username, visit www.westernunion.com and click Log In.  Click the link called Forgot username. Enter the email address associated with your Western Union online profile, then the security code, and click Continue. Enter the answer to your security question and click Continue.

SMARTPHONE: To recover your username, tap My Profile, then Forgot your Username. Enter the email address associated with your Western Union online profile, and tap Get Security Question. Enter the answer, then tap Get Username.

Can I send a money transfer on a holiday?

Our online services are always available on WU.com  or by sending from the Western Union mobile application. Holiday hours vary by Agent location and can be confirmed by contacting the Agent directly. Agent phone numbers can be found on our Find Locations page.

What are the fees to send money?

You can find the fee* and applicable FX rates of your transfers online, click Estimate Price.

You may also receive fee discounts and other promotions by registering with our loyalty program – My WU, and can earn points every time you send a qualifying transfer.

Note: If you’re using a credit card to send money online or over the phone, a credit card issuer cash advance fee and associated interest charges may apply. You can avoid these fees by using a debit card.

* 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.

Sending money with my bank account

WU.com or mobile app
If you’re a first time user of WU.com, you’ll need to create a profile. If you’re a first time user of the mobile app, download the app first, then create a profile.
1. Click Send Money and select the destination. 
2. Enter the send amount and currency.
3. Choose Bank account as the payment option.
Note: Bank account as a payment option is unavailable when sending money in person, by phone, or if sending to a mobile wallet.

What are the foreign exchange rates* for sending money?

To find the foreign exchange rates for sending money, visit WU.com.
In the upper right, click the Menu icon and select Estimate Price from the dropdown.
You can also find the foreign exchange rate when you initiate a money transfer.
*Western Union also makes money from currency exchange. When choosing a money transmitter, carefully compare both transfer fees and exchange rates. Fees, foreign exchange rates and taxes may vary by brand, channel, and location based on a number of factors. Fees and rates subject to change without notice.

How do I use a promotion code?

You can use a promotion code to send money online, on your mobile app, or at a Western Union Agent location .
  1. Go to WU.com, at the top of the page, choose Send money.
  2. Enter the required information. Before selecting Continue, choose I have a promo code.
  3. Enter the promo code and click Apply.
Mobile app
  1. On the home screen, select Send money.
  2. Enter the required information. Before selecting Continue, select Transfer discount: (enter code).
  3. Enter the promo code and select Apply.
In person
Provide the promotion code to the Agent before completing the money transfer.

Do I need to register to send money?

WU.com or mobile app
Yes. You need to create a profile. To Register for a profile, you will need:
  • Your complete name as it appears on your government-issued ID
  • Your email address
  • Your mobile number
  • Your billing address
Note: After successful registration, your profile can be accessed either via WU.com or mobile app.
In person
No. Registration is not required. 
Telephone Money Transfer – US to US
No. Registration is not required.

What information do I need to send money?

To send money with Western Union, the following is a list of receiver information you may need:
  • Exact name as it appears on their government-issued ID
  • Receiver’s street address, city/province/state, and country
You may also need additional receiver information depending on the service you choose:
 

WU.com or mobile app:

  • Credit** or debit card
  • Bank account info
 

Start in app, pay cash in person:

You may use the WU app to start the transfer and pay in cash at a participating Agent location. You will need:
  • Receiver’s full name as it appears on their government-issued ID
  • Receiver’s city/province/state and country
Have your ID ready. In some cases, depending on the amount, you may need to provide additional identification.
 

Mobile Money Transfers (send to a receiver’s mobile wallet):

Country code and telephone number
 

Direct to Bank:

  • Within the US: Bank name, account name, account number and routing number
  • Outside the US: International bank account number (IBAN) and international bank identifier code (BIC), or the receiving country equivalent
 

Bill payment:

  • Company name (also known as code city and state)
  • Account number
  • Reference number, if applicable (provided by the company or biller)
 

Telephone Money Transfer:

Credit** or debit card
 

Sending money to an inmate:

  • Correctional facility name (also known as code city and state)
  • Inmate’s number
  • Inmate’s complete name
  • Reference number if applicable (provided by the correctional facility)
     
** Card issuer cash advance fee and associated interest charges may apply. Use a debit card to avoid these fees and charges.

What is a Money Transfer Control Number (MTCN)?

The Money Transfer Control Number (MTCN) is a unique number assigned to your transfer.
 
Your receiver will need this number when they pick up their money, and it can also be used to track your transfer.