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 our Customer Care toll free number at 80022300 (from a landline) or at 06 5206600, 24/7 (check with your carrier for charges and local rates).

You can also send an email to wu.support@jkbank.com.jo for wu.com related questions or to mea.customer@westernunion.com for general questions.

Can I send a money transfer online with Western Union in Jordan?

Yes, you can send money online at any time, any day. You will need to visit wu.com or download 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.

How soon is my money available for pick up when I send it online?

Your money will be available within 1 or 2 business days for a cash pick up or up to 5 days for a direct to bank account transfer, depending on your receiver’s country1.

If you send money from a bank account, your money’s generally available in 1 or 2 business days, depending on the receiver’s country.

How do I send money online?

If you’re a first-time user, you’ll need to create a profile on wu.com or on the Western Union app and then verify your identity. Once your profile is verified, please follow these steps to send money online:

  1. Log in to your profile, then select the “Send money” option.
  2. Select ‘eFAWATEERcom Normal flow’ as the sending method and make sure your receiver’s information is complete and accurate.
  3. Go to the “Receipt” page and write down the reference number (you will need it for step 4). Also write down the MTCN (money transfer control number), which is what your receiver will need to pick up the money.
  4. Lastly, you will need go to eFAWATEERcom website, select Jordan Kuwait Bank as a biller and select WU ‘Money transfer’ service, then select “bank account” as payment method. Please do not forget to enter the transfer reference number in the remarks column before you complete your transfer.

Note that your money will not be available to your receiver, unless you complete the transfer using funds from your own bank account via eFAWATEERcom, this includes the complete amount, all applicable fees plus the correct transfer reference number.

Make sure that the funds are transferred from your own bank account; we do not accept third party transfers.

Where in the world can I send money online?

You can find online the list of countries you can send money from Jordan.

Transfers within Jordan are also available.

How do I pay for a transfer online?

You can pay directly from your own bank account with eFAWATEERcom.

For more details, please call the Western Union customer care toll free number at 80022300 (from mobile), at 06 5206600 (from a landline), 24/7 (check with your carrier for charges and local rates) , or send an email to wu.support@jkbank.com.jo.

How much can I send online?

After your profile is verified, you can send up to 6,700 JOD per transaction, up to 6,700 JOD per day or a maximum of 14,000 JOD per month.

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

Your online receipt will show if your transfer has been approved. When the transfer is complete, you’ll get an email with your money tracking control number (MTCN). If your transfer is on hold you might be contacted for more information.

if your transfer is rejected you may call the Western Union customer care toll free number at 80022300 (from mobile), at 06 5206600 (from a landline), 24/7 (check with your carrier for charges and local rates) , or send an email to wu.support@jkbank.com.jo.

How can I cancel a money transfer after it was sent?

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

If you wish to cancel your money transfer, please call our Western Union customer care toll free number at 80022300 (from mobile), at 06 5206600 (from a landline), 24/7 (check with your carrier for charges and local rates) , or send an email to wu.support@jkbank.com.jo.

Can I get a receipt for my transaction?

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

How do I verify my profile to start sending online?

Once you have successfully registered online, you will be asked to visit the nearest Jordan Kuwait Bank agent location and verify your identity in person.

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.

How do I verify my profile so I can send money online?

Once you have successfully registered online, you will need to verify your profile. You can choose to get verified online via web or app, or in person.

Who uses Western Union money transfer services?

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.

Who are Western Union® agents in Jordan?

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.

How can I find a Western Union agent location in Jordan?

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

How do I send money from an agent location?

Sending money in person is easy, just follow these simple steps:

  • Locate the nearest agent location, you can use our agent locator tool.
  • Provide the agent with your ID information.
  • Give your receiver’s information to the agent.
  • Once the agent gathers all information, you will be asked to give the total amount including the service fees.

The transfer will be completed after this and the money will be available in minutes to your receiver. Don’t forget to get the money transfer control number (MTCN) from your receipt and share it only with your receiver, he or she will need it to pick up the cash.

Which documents do I need to present to send money at an agent location in Jordan?

You must present a valid civil national ID card, military card, passport (with a valid labor card or visa when applicable), Syrian refugee card (issued by the Jordan Ministry of Interior Affairs). Acceptable IDs are subject to the rules and regulations of the Central Bank of Jordan.

How can I find out if a money transfer is available for pick up?

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

When can I visit a Western Union agent location?

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.

How can I collect the money?

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

  • Your full name.
  • The tracking number (MTCN – money transfer control number).
  • The exact amount expected.
  • Your sender’s full name.
  • The country the money came from.
  • A valid government-issued ID.

Some restrictions may apply.

There is no option to receive money directly to a bank account in Jordan at the moment.

How are money transfers paid to receivers?

Money transfers will generally be paid in cash, but some agents will pay by cheque or a combination of cash and cheque. Other restrictions may apply. Please visit or call the nearest Western Union agent location to get more information about restrictions.

How much does it cost to receive money?

All fees are paid by the sender. There is no fee for receiving money unless the receiver chooses one of the following options:

  • Getting the money in a different currency.
  • Getting the money directly to a mobile phone.
  • Getting the money transferred to a bank account at the moment of pick up.
Can I send money directly to a bank account?

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 selected countries.

In which countries can I send money directly to my receiver’s bank account?

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.

How do I send money directly to a bank account from Jordan?

To send funds directly to a bank account you can simply choose the “Direct to bank account” service when sending money online or at an agent location.

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.

What’s a bank code, and how do I find my receiver’s bank code?

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 counties 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 tool to find out more details.

What is a bank identification code (BIC)?

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 tool for more details.

What is an international bank account number (IBAN)?

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 tool to see what details are needed for each country. Ask you receiver for the IBAN if it’s required.

How long does a “Direct to Bank Account” money transfer take?

“Direct to Bank Account” money transfers can change from country to country and can take up to five days. For more details, please refer to our direct to bank account country information tool.

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.

Are there common fraud scenarios that I should be aware of and things I shouldn’t send my money for

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.

Someone claiming to be from Western Union e-mailed me. What should I do?

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 forward the suspicious mail to wu.support@jkbank.com.jo.

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

Can the Test Question feature secure my funds or delay payment of a transaction?

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 Jordan.

What can I do if I suspect fraud or am a victim of fraud?

Contact your government’s Office of Consumer Affairs if you are uncertain or suspicious of a telephone, mail or email solicitation.

If you feel you have been the victim of fraud, you can contact your local police.

What additional tips should I keep in mind?
  • 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.
Do I need to register to send money online?

Registration is required for most of our services. After you’ve registered on wu.com and your identity has been verified at the nearest Jordan Kuwait Bank agent location, sending money can be done in minutes.

Is there a charge to register on Western Union’s website?

No, it’s free of charge.

What do I need in order to register and send money through Western Union?

Anyone who meets the following requirements can register and start sending money online.

  • Must have a valid civil national ID card, military card, passport (with a valid labor card or visa when applicable), Syrian refugee card (issued by the Jordan Ministry of Interior Affairs).
  • Must be of at least 18 years old.
  • Must accept our terms and conditions.
  • Must have a valid phone number.
  • Must have a bank account in Jordan.
How many times can I register?

Registration with a valid ID, mobile phone number and email address is possible only once.

Do I need to register to send money online?

Yes, to send money you need to be registered. Once you have successfully registered on westernunion.com, you will need to verify your profile. Please note that you can choose between the following verification methods:

– Online verification via web or app

– In-person verification at a Jordan Kuwait Bank agent location

After your profile is verified, you can start sending money immediately.

Does Western Union need to confirm my identity?

As per the Central Bank of Jordan’s regulations, your ID needs to be verified to use our services.

Once you have successfully registered on westernunion.com, you can choose between the following verification methods:

  •  Online verification via web or app by uploading :
    1.  Front and back photo of the valid Jordanian Civil ID or passport you used for registration with Western Union App/Web.
    2.  A clear selfie photo of yourself.
  •  In-person verification at a Jordan Kuwait Bank agent location

After your profile is verified, you can start sending money immediately.

If you require more information, please send an email to wu.support@jkbank.com.jo or call our representative the following phone numbers, 24/7: toll free number 080022303, or landline number 06-5206600. Please check with your carrier for charges and local rates.

* Acceptable types of documents:

For Jordanians: Civil national ID card, Military card.

For non-Jordanians: Passport (with valid labor card (when applicable) or visa), Syrian refugee card.

How long will it take to confirm my identity?

The confirmation process after you send your documents to wu.support@jkbank.com.jo should take no longer than 1 working day.

What do I do if I forgot my user ID, login password or my profile is locked?

Your User ID is your email.

If you forgot your password, you can select the “Forgot password” option and a new password will be sent to your email.

If your profile is locked, please try to log in again after 30 minutes or contact the Western Union customer care  toll free number at 80022300 (from mobile), at 06 5206600 (from a landline), 24/7 (check with your carrier for charges and local rates) or send an email to wu.support@jkbank.com.jo.

What do I do if I want to change my login details, password, or email address?

You can change your password at any time on the “Profile overview” page after you login. Please select “Edit profile” from the right-side menu and change your password.

For online registration, you can use only one email address. After you verify your email, it cannot be changed.

How can I delete my Western Union profile?

To do this please contact the Western Union customer care toll free number at 80022300 (from mobile), at 06 5206600 (from a landline), 24/7 (check with your carrier for charges and local rates) or send an email to wu.support@jkbank.com.jo.

Does Western Union Jordan have a mobile app?

Yes, and it’s available for iOS and Android.

What services can I access with the mobile app in Jordan?

With you mobile app you can:

  • Send money: Verified users can send money using their online profile. If you are a new user, you can register directly on the app or at wu.com.
  • Calculate amounts: Get up-to-date exchange rates and compare fees for Western Union services.
  • Track a transfer:Find out the status of your transfers.
  • Find an agent locationFind the locations for thousands of Western Unions agents around the globe.
Does it cost anything to use the mobile app in Jordan?

There’s no fee to download the app or to access the app from your mobile phone. But phone data access and calling charges will apply. Please contact your service provider for more details.

How do I get the mobile app in Jordan?

You can download the app from the App Store (iOS) and from Google Play (Android).

How can I send money using the mobile app?

If you already have been verified, you can use your existing profile to send money through the mobile app in the same as at wu.com.

If you are a new user, you can register on the app in just a few minutes. You will need to verify your email and will need to present one of the following types of IDs at a Jordan Kuwait Bank location: civil national ID card, military card, passport (with a valid labor card or visa when applicable), Syrian refugee card (issued by the Jordan Ministry of Interior Affairs).

Learn more on how to verify your profile.

You can download the app from the App Store (iOS) and from Google Play (Android).

How can I register to My WU loyalty program?

You can register for the My WU loyalty program in 2 ways

  • By clicking the box “Enroll to My WU program” during your registration online transfers on www.wu.com .
  • At cash counter while sending money from our Agent locations.
What are benefits of the My WU loyalty program?

My WU members are eligible to earn My WU points, redeem points for discounts on transfer fees, and get offers exclusively for members.

How do I get My WU points?

Every 1 JOD transfer fee2 paid on a single qualifying transaction earns 1 My WU® points.

Accumulate your My WU points and start redeeming them to save on your next transaction transfer fee.

To redeem your points, kindly visit My WU Jordan website.

Points earning is effective from 2009 and all points earned are valid for 12 months from the start date of accumulation3.

I don’t remember my My WU number, where can I retrieve it?

You can find your My WU number:

  • On your My WU profile page.
  • Printed in the receipt of the transfer you registered to the program with.
  • In the last transfer receipt (assuming your profile was looked up).
  • By contacting Customer Care at 800-223-00, or by logging in to your My WU profile.

It’s important for you to know your My WU number and keep it handy so that you can leverage the benefits of the program.

I’m trying to log in to My WU website to check my balance or redeem a reward and I’m getting ‘no matching records found’ error message. What can I do?

You should double check the data that you are using to log in (i.e. Last name + My WU number, or Last name + Email) and make sure they match the latest information that you have provided to Western Union. If you can’t validate or are unsure of the information provided to Western Union, you can call our Customer Care at 800-223-00 to retrieve or update the relevant data points, including your 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.

I have multiple My WU numbers and profiles, will the points balance and rewards redemption work?

Western Union has tried to merge matching or duplicate profiles and reconcile point balances, contacts, etc. This is a very complicated task and, in some cases, some profiles were kept separately. For a smooth experience, members are invited to merge their duplicate accounts by calling our Customer Care at 800-223-00 and update their main profile, for the balance and reward redemption features to work as expected.

I’m trying to log in to My WU website to check my balance or redeem a reward and I’m getting ‘multiple matches’ error message. What can I do?

In this case you are using a non-unique lookup criteria such as phone number (together with your last name) and chances are that you have unintentionally:

  • Registered more than once with the same phone number.
  • Provided a wrong phone number.
  • Provided a phone number that was somebody else’s.

 

Best way to address these challenges is by contacting Customer Care at 800-223-00 to make sure your profile is reflecting the most current 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

What is Home Delivery?

Home Delivery is a way for you to receive cash without leaving home. As the government implements COVID-19 restrictions on movement to ensure safety of residents; and following Central Bank of Jordan approval, Western Union and selected agents will deliver money to receivers directly at their houses.

How does Home Delivery work?

Once the receiver gets notified by the sender that the money transfer has been sent, they can contact the numbers below to schedule the delivery:

  • Abu Sheikha Exchange: 0775508081
  • Alawneh Exchange: 0798202020
  • Musharbash Exchange: 0791112111
  • Sadat & Hindi Exchange: 0799898701
  • Kamal Exchange: 0799600060

A representative from the Western Union agent Home Delivery team will then contact the receiver and request a copy of government-issued ID by WhatsApp in order to verify all related information.
Once the details are obtained and verified, the representative will arrive at the receiver’s residence with the money between 24 and 48 hours.
Note that, before handing over the money, the representative will verify the receiver’s original government-issued ID. After a successful verification, the receiver will need to sign the transfer receipt before getting the money.

Does my sender need to do anything for Home Delivery?

No. Your sender only needs to transfer the money to you and provide you with the transfer details.

Are there extra fees associated with the service?

Western Union will not charge any fee for Home Delivery service. The agents may charge a fee and shall be solely responsible for any disbursement cost associated with the offering of Home Delivery Service. Any additional fees or charges will not be deducted from the principal amount of any transfer. Agent will provide receiver with a receipt for the Home Delivery service which must be separate from any form or receipt used for the Western Union Money Transfer Service.

How long will it take for my money to arrive?

While the time may vary, most transfers should arrive at your home between 24 and 48 hours.

Who can I reach out to if I have questions?

You can always contact Western Union’s Customer Care in Jordan by calling the numbers below:

  • Abu Sheikha Exchange: 0775508081
  • Alawneh Exchange: 0798202020
  • Musharbash Exchange: 0791112111
  • Sadat & Hindi Exchange: 0799898701
  • Kamal Exchange: 0799600060

1 Funds 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.

2 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. Subject to applicable taxes (if any). How to redeem My WU points.

3 My WU Rewards Program & points expiry is subject to review or change from time to time. Terms and Conditions apply where applicable.