Frequently Asked Questions

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

• 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.

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.

Registration is free of charge.

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

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

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.

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.

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.

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.

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.

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

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.

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

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.

• 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.

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.

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.

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.

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.

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.

Western Union and the Western Union Foundation launched a  $1M USD global appeal and is accepting donations through May 15^th 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.

• 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.