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FAQ

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 at +94 011 5529999 or +94 011 5529998 (Monday to Friday, 8 am to 8 pm; weekends, 9 am to 6 pm).

Send money in person

Western Union services are for anyone who needs to send or receive money quickly. From travellers and people supporting friends or relatives abroad, to business people who need to make faster international transfers.

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Western union agents 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.

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You’ll need to present a valid government-issued photo ID such as your passport, as well as a Sri Lanka-issued work permit if you’re an expat worker in Sri Lanka. Acceptable IDs are subject to the banking laws and regulations of Sri Lanka.

Once you get to our agent location, you will be asked to provide some information like your receiver’s first name, last name, the amount you wish to send, and the country you are sending to. You must also provide the agent with your passport and Sri Lanka-issued work visa. Then just give the agent the total amount you wish to send, plus the applicable fees.

You can also check the list of countries where you can transfer money directly to a bank account.

Finding an agent location in Sri Lanka is easy. Go to our agent locator tool.

You can send up to 80,000 LKR per month, as per the regulations.

Money transfers from Sri Lanka are generally paid out in cash, but can also be sent directly to a bank account.

Restrictions may apply. Please contact a Western Union agent to get more information about the restrictions.

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

Each Western Union agent location determines its own hours of operation. Some have extended hours and are open during weekends. Find a nearby Western Union agent location with our agent locator tool .

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Receive money

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

  • The sender's full name
  • The country where the money was sent from
  • The approximate amount that was sent
  • The tracking number ( MTCN – Money Transfer Control Number)>
  • Acceptable ID documents are also required

For more information, please visit your nearest Western Union agent location.

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You can go to the Track transfer page at wu.com. Then type in the sender's name and the MTCN (Money Transfer Control Number). You’ll get an update on the latest status of your money transfer. You can also call our Customer Care at +94 011 5529999 or +94 011 5529998.

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You’ll need to present the following government-issued photo IDs to receive money at an agent location in Sri Lanka.

For residents (any one):

  • Passport
  • Sri Lanka-issued identification card
  • Driving licence with photo

For non-residents:

  • Passport along with a valid visa or work permit

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

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Money transfers will be paid in cash. Other restrictions may apply. For more information, please visit your nearest Western Union agent location.

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

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Identification process

you will be asked to visit a participating agent location to pay for your transfer and verify your identity and phone number in person. To do so, you will need to present your passport along with the Sri Lanka-issued work permit for every transfer.

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After providing your agent with your passport and Sri Lanka-issued work permit, your identity will be verified and you will be able to pay right away for the money transfer that you started online.

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You’ll need to present your passport along with your Sri Lanka-issued work permit if you’re an expat worker in Sri Lanka. Please remember to carry it with you when you visit an agent location to verify your identity or to send money. Acceptable IDs are subject to the banking laws and regulations of Sri Lanka.

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You can find all the agent locations for ID verification here.

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Consumer protection

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.

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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.

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

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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 Sri Lanka.

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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 Sri Lanka.

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You should immediately visit our agent location for assistance with a transfer that you believe was sent for fraud, or you could call our fraud hotline number at 1-800-102-7111. 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.

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  • 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.
  • Get more information about how to protect yourself from fraud.
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Western Union agent locations

Agent locations are places where you can transfer money using Western Union. Agent locations may be in supermarkets, grocery stores, check cashers, mailbox centers, drug stores, travel agencies, depots, and other retailers. In some countries, they may be in banks, travel agencies, post offices, airports, train, and bus stations, and currency exchange offices.

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Use this link to find an agent location near you.

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You'll need to provide a valid photo ID such as your passport along with your Sri Lanka-issued work permit if you’re an expat worker in Sri Lanka. You will also need to provide your money transfer details and the amount you wish to send, plus the applicable fees, in cash.

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

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You can send up to 80,000 LKR per month, as per the regulations. However, for certain amounts and transfers, you may be required to provide additional information or documentation as follows:

  • Passport of native country
  • Sri Lanka-issued work permit

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

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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, Western Union and MMBL Money Master will deliver money to receivers directly at their houses. Please note that the Home Delivery service will be available Monday to Saturday from 8 am to 5 pm, including the lockdown period.

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Once the receiver gets notified by the sender that the money transfer has been sent, they can contact the MMBL Money Master call center number – 011 552 9999 or 011 552 9997, to identify the nearest MMBL Money Master branch. Receiver can then contact the nearest location via phone, e-mail, WhatsApp and provide the following mandatory details to the agent:

  • MTCN
  • Receiver’s name
  • Sender’s name and country
  • Amount sent
Once the details are obtained and verified, a representative will arrive at the receiver’s residence with the money between 24 and 48 hours. Before handing over the money, the representative will verify the receiver’s original ID. After successful verification, the representative will hand over the money, and obtain signatures on the transfer receipt.

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

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Western Union will not charge for any Home Delivery service fee. The agent may charge a fee. They will explain the fee for this type of service to the receiver if applicable.

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

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You can always reach Western Union’s Customer Care or contact the numbers below:

  • MMBL Money Master call center – 0115529999 or 0115529997

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