Frequently Asked Questions

You can find the answers to many of your questions below.

But if you still want to know more, please call our Westernunion.com Customer Care at 0034-800-400-733 or +61-2-9226-9554 if calling from overseas.

How do I send money online in Japan?

You can send money online using the Western Union app or through WU.com

Create your online profile and start a money transfer. You may send up to 100,000 JPY per transfer once your profile is verified. You will need to provide your My Number information including first name, last name, address and date of birth, as well as country of birth, occupation, phone number, and purpose of transfer. If you are a resident foreigner, you will need to submit details of your Residence Card as well as the My Number card. Do ensure that the personal information you provide matches that of your identity document.

You will also need to upload a scan of the following identity documents:

Japanese residents:

  1. Japanese passport or driving license
  2. My Number Card or Juminhyo with My Number (issued within the last 6 months)

Foreign residents:

  1. Residence Card
  2. My Number Card or Juminhyo with My Number (issued within the last 6 months)

Once you have submitted this information, we will verify your identity. Your first money transfer will be completed when the identity verification is done. You will also receive an email notification. For the next online money transfer, you will need to verify your postal address with a 4-digit PIN that will be sent to the address you provided. Once you have verified your profile via PIN, you will be able to send money online up to 100,000 JPY per transfer, with a maximum of 3 transfers within a 24 hours period.

If you have any questions while registering, please call Westernunion.com Customer Care at 0034-800-400-733 (toll-free from Japan) or +61-2-9226-9554 if calling from overseas. You can also send an email to JapanEnglish.customer@westernunion.com for support in English, or to Japan.Customer@westernunion.com for support in Japanese.

Learn more about how to send money online

How do I verify my profile or complete my identity verification?

Once you create a profile on Westernunion.com, you will be able to start a money transfer online. The money transfer will only be completed after your ID information is verified.

The verification process has 2 steps:

(1) Identity verification

When you start your first online money transfer, the details you provided during registration, including your first name, last name, address, date of birth, and nationality will be checked against your identity document.

You will also need to upload a scan of the following ID documents:

Japanese residents:

  1. Japanese passport or driving license
  2. My Number Card or Juminhyo with My Number (issued within the last 6 months)

Foreign residents:

  1. Residence Card
  2. My Number Card or Juminhyo with My Number (issued within the last 6 months)

If your profile details match your ID details, your profile will be marked as verified.

Once you have submitted this information, we will verify your identity. Your first money transfer will be completed when the identity verification is completed. You will also receive an email notification.

(2) Address verification

For the next online money transfer, you will need to verify your postal address with a 4-digit PIN that will be sent to the address you provided. Once you have verified your profile via PIN, you will be able to send money online up to 100,000 JPY per transfer, with a maximum of 3 transfers within a 24 hours period.

If you have any questions while registering, please call Westernunion.com Customer Care at 0034-800-400-733 (toll-free from Japan) or +61-2-9226-9554 if calling from overseas. You can also send an email to JapanEnglish.customer@westernunion.com for support in English, or to Japan.Customer@westernunion.com for support in Japanese.

Learn more about how to send money online.

Why do I need to submit My Number information?

My Number is collected for tax purposes and in accordance with tax regulations. This information needs to be collected and verified only once, before your first online money transfer can be completed, and will be stored in accordance with the Personal Data Protection Act.

If you are a Japanese resident, your My Number card is accepted as a valid document for ID verification.

Which countries and territories can I send money online?

You can send money for a cash pickup in more than 200 countries and territories, and even directly to your receiver’s bank account if the service is available. You can also transfer money to mobile wallets (eWallets) in select countries.

However, under the Foreign Exchange Law, money transfer to North Korea or any North Korean nationals overseas, is prohibited.

How do I pay for my money transfer online?

You can pay for your money transfer online through your personal internet banking account, or at an ATM.

For more details, please call Westernunion.com Customer Care at 0034-800-400-733 (toll-free from Japan) or +61-2-9226-9554 if calling from overseas. You can also send an email to JapanEnglish.customer@westernunion.com for support in English, or to Japan.Customer@westernunion.com for support in Japanese.

How much money can I send online from Japan?

Once your profile has been created and verified, you will be able to send up to 100,000 JPY per transfer, with a maximum of 3 transfers within a 24-hour period. Do note that your address must also be verified to perform your next online money transfers.

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

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

You will receive an email confirmation with your money tracking control number (MTCN). If the identity verification fails, your transfer will be canceled, and you will be notified as well.

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

An online money transfer can only be canceled if it has not been collected by the receiver in the destination country.

If you wish to cancel your money transfer, please call Westernunion.com Customer Care at 0034-800-400-733 (toll-free from Japan) or +61-2-9226-9554 if calling from overseas. You can also send an email to JapanEnglish.customer@westernunion.com for support in English, or to Japan.Customer@westernunion.com for support in Japanese.

Can I get a receipt for my online transfer?

Yes, a receipt will be sent to your email after the transfer is completed. You can also see the details of all your transfers under History in the Western Union app or on wu.com.

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.

When can I request a refund?

You can request your transfer to be canceled and seek a refund if something goes wrong, or you change your mind or if the transfer could not be completed.

Please note that the transfer fee will not be refunded to you if the cancellation request is made by you. Cancellation fees will not be levied if the funds are not paid out to the receiver.

You will need to contact us to cancel your transfer within 14 days of making a transfer.

Call our Customer Care at 0034-800-400-733 (from Japan), +61-2-9226-9554 (from overseas), available in English and Tagalog  24/7 and Japanese and Chinese 9 am to 10 pm daily.

Please keep your MTCN handy when you call us.

You can also email us at JapanEnglish.customer@westernunion.com or japan.customer@westernunion.com

A refund can be processed only if the money is not picked up by the receiver at a participating agent location or deposited into the receiver’s bank account.

For more information visit https://www.westernunion.com/jp/en/legal/terms-conditions-digital.html

How do I receive a refund?

After you have canceled your money transfer with a Customer Care representative, you will need to find your nearest participating agent location.

Refund to bank account is currently not available in Japan. We are working towards making it available soon.

Find your nearest agent location for one of the agents listed below in the Agent Locator.

Visit on of these Agent Locations

Japan Ticket Association
Travelex Japan K.K.
Daikokuya Co., Ltd
HIS CO LTD
McDowells Co Ltd
Wang Fu Jing Corporation
New IT Venture Corporation
Koyo Sangyo KK
Mer Pacifico Corporation
Solomon Capital Japan Inc
N&P Japan CO LTD
Sartaj Co Ltd

Visit the agent location during operation hours and carry with you a valid ID and MTCN to verify your identity and the refund amount.

It is advisable that you call the agent location before you visit to ensure that they have the required refund amount ready for you.

How do I send money to India with UPI?

About UPI

Unified Payment Interface (UPI) is a payment method that allows you to instantly transfer money to a bank account in India.

Understanding UPI ID

UPI ID is a virtual payment address (VPA) that uniquely identifies one person. A UPI ID format is like an email ID: with the sign “@” in the middle. For example, your receiver’s UPI ID could be “receiver’s_name@bank_name” or “phone_number@bank_name.”

When sending with a UPI ID, you only need to have your receiver’s UPI ID. You do not need to ask receivers for their account number, account type, bank name, or IFSC code.

To receive the payment, the receiver needs to have their UPI ID linked to the bank enabled for international UPI remittance. Please see below the list of banks that support international UPI.

Current list of banks that support international UPI transfer

Below are the banks currently supported. More banks will be made available soon.

ICICI BankICIC
Axis BankUTIB
Bank of IndiaBKID
Andhra BankANDB
Yes BankYESB
IndusInd BankINDB
UCO BankUCBA
Central Bank of IndiaCBIN
Bank of BarodaBARB
Kotak Mahindra BankKKBK
State Bank of IndiaSBI
Allahabad BankALLA
HSBCHSBC
IDBI Bank LimitedIBKL
Oriental Bank of CommerceORBC
Punjab and Sind BankPSIB
RBLRATN
South Indian BankSIBL

 

Send limits using UPI

Currently, you can send up to 200,000 INR per transfer.

Steps to send money using a UPI through Western Union

Western Union is the first money transfer service company to use a UPI transfer internationally.

1. Log in to your Western Union profile.

2. Choose India as your receiving country (you will need to know your receiver’s mailing address).

3. Choose to send using a bank pay out and use any payment method.

4. Choose UPI ID under the bank information section. You’ll be able to browse all the banks enabled for international UPI transfer.

5. Choose to send your transfer, and you’re all set. Generally, your transfer should be completed in minutes.

Who uses Western Union money transfer services?

Anyone who needs to send or receive money quickly uses Western Union. These include people supporting friends or relatives abroad and travelers who need to make fast, international transfers.

Who are Western Union® agents?

Western Union agent locations are independent businesses that provide money transfer services to their customers on behalf of Western Union. 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 Japan?

Finding an agent location in Japan is easy, just use our online agent locator tool.

How do I send money from an agent location?

You can visit an agent location directly to complete your money transfer in person. You will be asked to provide the following:

  • Your receiver’s first name and surname.
  • The exact amount you wish to send, plus the applicable fees.
  • The country you are sending to.
  • A valid government-issued ID. Please provide an acceptable ID document from the list below:

For Japanese nationals
– Japanese driving license.
– Passport (one of the below listed address verification documents is required). address verification document
– national tax, local tax, receipt of automobile tax (issued within six months)
– certificate of residence (issued within six months)
– certificate of registered seal (issued within six months).
– Individual Number Card (My Number card).

For foreign residents
– Valid Residence card.

For non-residents
– Passport.

You can also download the Western Union app from the App Store or the Google Play Store, and start a money transfer on the app and then complete it in person at an agent location.

Your money will be available in minutes to your receiver after the transfer is completed.

What documents can I use to send money in Japan?

You will need to present any valid government-issued photo ID, such as:

For Japanese residents (one of the following valid identification documents is acceptable:

a)     Individual My Number Card with photo

b)     Japanese Driver’s License

c)     Passport (one of the below listed address verification documents is required).

–     national tax, local tax, receipt of automobile tax (issued within six months)

–     certificate of residence (issued within six months)

–     certificate of registered seal (issued within six months).

For foreign residents:

a)     Valid Residence Card

For non-residents:

a)     Passport of native country

Acceptable My Number documents include:

a) Individual Number Card (My Number Card)
b) Certificate of Residence with your Individual Number (My Number), issued within 6 months.

Non-residents do not require an Individual Number. They only need to provide another identification document.

The acceptable ID is stipulated by Act on Prevention of Transfer of Criminal Proceeds.

What documents can I use to send money in person in Japan?

You will need to present any valid government-issued photo ID, such as:

For Japanese residents (one of the following valid identification documents is acceptable:

a)     Individual My Number Card with photo

b)     Japanese Driver’s License

c)     Passport (one of the below listed address verification documents is required).

–     national tax, local tax, receipt of automobile tax (issued within six months)

–     certificate of residence (issued within six months)

–     certificate of registered seal (issued within six months).

For foreign residents:

a)     Valid Residence Card

For non-residents:

a)     Passport of native country

Acceptable My Number documents include:

a) Individual Number Card (My Number Card)
b) Certificate of Residence with your Individual Number (My Number), issued within 6 months.

Non-residents do not require an Individual Number. They only need to provide another identification document.

The acceptable ID is stipulated by Act on Prevention of Transfer of Criminal Proceeds.

How much money can I send from a Western Union agent location in Japan?

You can send up to 1,000,000 JPY at an agent location in Japan. However, for some transfers, you may have to provide additional information or documentation.

How are money transfers paid out to receivers?

Money transfers can be paid in cash, directly into a receiver’s bank account, or into a mobile wallet (eWallet) in selected countries.

Other restrictions may apply. Please contact a Western Union agent to get more information about restrictions or you can call the Westernunion.com Customer Care at 0034-800-400-733 (toll-free from Japan) or +61-2-9226-9554 if calling from overseas. You can also send an email to JapanEnglish.customer@westernunion.com for support in English, or to Japan.Customer@westernunion.com for support in Japanese.

How can I check the status of my money transfer?

You can track your money transfer online. All you need is the sender’s name and the tracking number (MTCN – Money Transfer Control Number) printed on the receipt.

Can I send money at any time at an agent location?

Each Western Union agent location determines its own operating hours. Some have extended hours and some open during weekends. You can check the operating hours of a Western Union agent before visiting.

What do I need to pick up money in Japan?

For cash pickups you can visit any Western Union agent location. You will need to provide the following information:

  • Name
  • Address
  • Amount expected
  • Sender’s name
  • City and country the money is sent from
  • Your tracking number (MTCN)
  • You will need to present a valid government-issued photo ID such as passport, driving license, My Number card, or Residence Card when you pick up the money.

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

How do I know if my money transfer has been received?

You can track your money transfer online. All you need is the sender’s name and the tracking number (MTCN – Money Transfer Control Number) printed on the receipt. We will also update you on the latest status of your money transfer.

You can also call the Westernunion.com Customer Care  at 0034-800-400-733 (toll-free from Japan) or +61-2-9226-9554 if calling from overseas. You can also send an email to JapanEnglish.customer@westernunion.com for support in English, or to Japan.Customer@westernunion.com for support in Japanese.

How does a Western Union agent pay out money transfer?

Money transfers that are sent for a cash pickup are generally given in cash. Senders may also choose to send money directly to a receiver’s bank account or mobile wallet (eWallet) in selected countries.

Other restrictions may apply. Please contact a Western Union agent to get more information about restrictions or you can call the Westernunion.com Customer Care at 0034-800-400-733 (toll-free from Japan) or +61-2-9226-9554 if calling from overseas. Also you can send an email to JapanEnglish.customer@westernunion.com for support in English, or to Japan.Customer@westernunion.com for support in Japanese.

How much does it cost to receive money?

All fees are paid by the sender. The receiver pays no transfer fees.

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 assignment.
  • 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 emailed 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 please contact Western Union’s Customer Service Center number at 0034-800-400-733 (toll free from Japan) or visit the nearest agent location.

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

What is a Test Question? When is it used?

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 Japan.

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

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 Japan.

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

You should contact the Western Union Fraud Hotline at 01 2096 1623 immediately for assistance with a transfer 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 email solicitation.

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 seems too-good-to-be-true, it probably is.
  • Read and find out more information on how you can protect yourself from fraud.
How do I register online using the Western Union app or wu.com in Japan?

Registration is required for our online money transfer services and can be via the Western Union app or on wu.com. You’ll need to complete the profile registration form and follow these steps:

  1. Provide your My Number information including first name, last name, address and date of birth, as well as country of birth, occupation and phone number. Do ensure that the personal information you provide matches that of your My Number card.
  2. Agree with our privacy statement along with the terms and conditions of our service.
  3. Upload a scan of your My Number card if you’re a Japanese resident, and both, My Number card and Residence Card if you are a resident foreigner.
  4. Once you have submitted this information, we will verify your identity. Your first money transfer will be completed when the verification process is done. You will also receive an email notification. For your next online money transfer, you will need to verify your postal address with a 4-digit PIN that will be sent to the address you provided. Once you have verified your profile via PIN, you will be able to send money online—up to 100,000 JPY per transfer, with a maximum of 3 transfers within a 24-hour period.

To complete your identity verification for a verified profile, see How do I verify my profile or complete my identity verification?

If you have any questions while registering, please call the Westernunion.com Customer Care at 0034-800-400-733 (toll-free from Japan) or +61-2-9226-9554 if calling from overseas. You can also send an email to JapanEnglish.customer@westernunion.com for support in English, or to Japan.Customer@westernunion.com for support in Japanese.

How much does it cost to register a profile for Western Union’s online services?

Registration is free of charge.

Who can register and send money online?

Anyone who meets the following conditions can use our online services:

  • Must have a valid Individual My Number card (with photo), as well a Residence Card if you’re a resident foreigner
  • Must be at least 18 years old
  • Must accept the Terms and Conditions of using our service
  • Must have a valid email address
  • Must have a valid phone number
  • Must have a bank account in Japan
How many times can I register?

Registration with a valid identification document and an email address is possible only once.

How can I change or update my Western Union profile?

You can change or update your Western Union profile information from the “Profile overview” tab after you log in on the Western Union app or www.westernunion.com.

After your identity is verified, you cannot change your first name, last name, date of birth, and nationality. If you require to change this information after your identity is verified, please call the Westernunion.com Customer Care at 0034-800-400-733 (toll-free from Japan) or +61-2-9226-9554 if calling from overseas. You can also send an email to JapanEnglish.customer@westernunion.com for support in English, or to Japan.Customer@westernunion.com for support in Japanese.

What do I do if I forgot my User ID, login password or repeatedly entered incorrect details?

Your User ID is your email address.

If you forgot your password, you can click on “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. You may also contact our Westernunion.com Customer Care at 0034-800-400-733 (toll-free from Japan) or +61-2-9226-9554 if calling from overseas. You can also send an email to JapanEnglish.customer@westernunion.com for support in English, or to Japan.Customer@westernunion.com for support in Japanese.

What do I do if I want to change my login email and password?

You can change your password on the “Profile overview” page after you log in. Select “Edit profile” from the menu on the right to 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 cancel my Western Union online profile?

Please contact our Westernunion.com Customer Care at 0034-800-400-733 (toll-free from Japan) or +61-2-9226-9554 if calling from overseas. You can also send an email to JapanEnglish.customer@westernunion.com for support in English, or to Japan.Customer@westernunion.com for support in Japanese.

What are Western Union agent locations?

Western Union agent locations are independent businesses that provide money transfer services to their customers on behalf of Western Union. 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 nearby Western Union agent location?

You can look for a Western Union agent near you online.

How do I send money from a Western Union agent location?

You’ll need to provide a valid identification document, money transfer details, and pay the agent the amount you want to send, plus the applicable fees, in cash.

Which transfer service is offered at Western Union agent locations?

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

How much money can I send from a Western Union agent location?

You can send up to 1,000,000 JPY at an agent location in Japan. However, for some transfers, you may have to provide additional information or documentation.

Western Union continues to monitor the COVID-19 (Coronavirus) developments closely. Our primary concern is the safety of our customers and employees, as well as the well-being of those impacted. Here, you can find answers to questions that you might have about how our services may change during this time. We will keep this information updated as the situation develops.

Is Western Union open for business?
  • Yes, we continue to serve our customers and operate globally. Given the current situation, we encourage those in affected areas to send or receive money using our mobile app, or westernunion.com.
  • Please note that our agent locations in areas with a high concentration of COVID-19 outbreaks may close their businesses temporarily or may have updated operating hours. Be sure to check our agent locator for current hours of operation. You should also consider calling before visiting to confirm availability of services and open hours.
I cannot pick up my money transfer because no agent locations are open due to COVID-19.

We are sorry for the inconvenience. Given the ever-changing situation, we recommend those experiencing local restrictions due to COVID-19 visit westernunion.com or use our mobile app to send transfers for payout directly to a bank account or a digital wallet.

If I can’t pick up my money transfer, what will happen to my money?

Your transfer will be available for 30 days. After this time, your sender will have to contact our Customer Care to restart the transfer or cancel the transfer for refund.

Can I authorize someone to pick up money for me if I can’t leave my home?

For security reasons, only the designated receiver can pick up a transfer. However, you can ask your sender to contact our Customer Care to cancel that transfer and start a new one. Your sender can then transfer money online directly to a bank account or a mobile wallet, if available.

What can I do to protect myself from fraud?

Please be aware of the risk of fraud and phishing, especially during this time, and take extra caution when sending money:

  • Don’t send money for loan or credit card fees, customs, or shipping fees.
  • Don’t send money to someone you haven’t met in person.
  • Be suspicious of businesses without a verified street address.
  • Don’t pay for an item or service with a money transfer to an individual.
  • Be suspicious about transferring money for charity and ask a representative for an ID.
  • Think twice before sharing your financial information.

Please visit our Fraud awareness page to learn more and check current Coronavirus-related online scams.

Is it true that paper money can spread Coronavirus?

We have no reason to believe that banknotes are more likely to spread viruses like Coronavirus than any other surface. The guidance from the World Health Organization remains that basic hygiene is the best possible defense against Coronavirus.

Is there any charitable cause that I can participate in via Western Union?

Western Union and the Western Union Foundation launched a  $1M USD global appeal and is accepting donations through May 15th Western Union and the Western Union Foundation will match up to $500,000 USD in donations to go toward supplies, equipment, and frontline medical aid. Donate here.

What is Western Union doing to support customers during this time?
  • Our goal is to keep our digital and retail services operational across the world, while abiding by local regulations and guidelines.
  •  We are constantly improving our services, such as adding new ways to speed up the ID verification process and offering a home delivery feature in some countries.
  • Given the ever-changing situation, we recommend those experiencing local restrictions due to COVID-19 visit westernunion.com or use our mobile app to send transfers for payout directly to a bank account or a digital wallet. This service is currently available in more than 100 countries.