• Receiver
  • Payment
  • Review
  • Receipt

Frequently asked questions

You can find the answers to many of your questions below.
But if you’re still missing anything, do not hesitate to call Western Union’s Customer Care number at +212 5 37 77 80 80, or send an email to #.

Send Money Online

Western Union online money transfer services are available for customers of the respective Western Union agents, who have accepted Western Union Online Terms & Conditions.

Please follow the steps below:

Mobile app

Online banking

1) Download the respective Western Union agent bank’s mobile app and log in to your profile.

2) Select the Western Union money transfer tab.

3) Choose the Send money button.

4) Accept Western Union money transfer Terms and Conditions as well as the Online Privacy Statement.

5) Select your receiver’s country.

6) Input send or receive amount.

7) Select how your receiver wants to receive money:

a. Cash pickup at a Western Union location.

b. Direct deposit to bank account (please note that your receiver’s bank account information will be required).

8) Review the money transfer details and confirm the transfer.

1) Open your online banking portal and log in to your profile.

2) Select the Western Union money transfer tab.

3) Accept Western Union money transfer Terms and Conditions as well as the Online Privacy Statement.

4) Select your receiver’s country.

5) Input send or receive amount.

6) Select how your receiver wants to receive money:

a) Cash pickup at a Western Union location.

b) Direct deposit to bank account (please note that your receiver’s bank account information will be required).

7) Review the money transfer details and confirm the transfer.

Your money will be available within minutes for a cash pickup, and within 1-2 business days for a direct to bank account transfer, depending on your receiver’s country.1 You can check Direct to Bank service information for the specific countries.

Please note that all money transfers will be on hold until the agent verifies your yearly limit of 10,000 MAD.
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.

Payments for the money transfers are done by direct bank transfers from your bank account in one of our bank partners. During the money transfer process, you will have an option to choose one of your bank accounts. After you confirm your transfer, the money will be deducted from your bank account.
For more details, please call or email the respective Western Union Agent Customer Care.

You can review the list of countries to which you can send money online once you are logged into your online banking profile and initiated the Western Union money transfer.
Please note that transfers within Morocco are not available.

You can send up to 10,000 MAD per year.

When the money transfer is approved and completed, you'll receive an SMS, confirming a successful money transfer. If your transfer is on hold, you might be contacted for more information. If your transfer is rejected, please call or email the respective Western Union Agent Customer Care. You can also check the status of your money transfer through the Western Union history page of your web or mobile banking.

A transfer can only be cancelled if the money hasn’t been deposited into your receiver’s bank account or collected in the destination country. If you wish to cancel your money transfer, please call or email the respective Western Union Agent Customer Care.

You can check the details of all your money transfers in Western Union’s service history page in your online banking.

The tracking number (MTCN) is a unique code, assigned to your money transfer. Your receiver will be required to provide this 10-digit number to receive money. The tracking number can also be used to track your transfer.

A bank code is a series of numbers, used to identify banks around the world. They usually consist of between 3 to 23 digits, depending on the bank and the country.
You may also find a bank code called as:
• 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 countries 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 to see, which details are required for each country.

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. Check our Direct to Bank Account country information for more details.

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

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Receive Money To Your Bank Account

Receiving Western union money transfers online is available for customers of the respective Western Union agents, who have accepted Western Union Terms & Conditions.

Please follow the steps below:

Mobile app

Online banking

1. Download the respective Western Union agent bank’s mobile app and log in to your bank account.

2. Select the Western Union money transfer tab.

3. Choose the Receive money button.

4. Accept Western Union money transfer Terms and Conditions as well as Online Privacy Statement.

5. Enter the 10-digit tracking number (MTCN) and amount to be received.

6. Review the money transfer details and confirm.

1. Open your online banking portal and log in to your account.

2. Select the Western Union money transfer tab.

3. Select Receive money button.

4. Accept Western Union money transfer Terms and Conditions as well as Online Privacy Statement.

5. Enter the 10-digit tracking number (MTCN) and the amount to be received.

6. Review the money transfer details and confirm.



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The tracking number (MTCN), the amount to be received, and the sending country must match with the details in your sender’s receipt. If these details don’t match with the sender’s receipt or with your name registered on your respective Western Union agent bank’s account, you will not be able to receive the money transfer.

Receiving money to your bank account can be instant if the details of the money transfer you entered match with the ones on your sender’s receipt and matches your name registered on the respective Western Union agent bank’s account.

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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.

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 to them. 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.
• To pay for something in response to a telemarketing call. Telemarketers cannot sell you anything and take payment by money transfer. It’s illegal.

If you transfer money, the person you’re sending it to will receive the money almost instantly. After the money is transferred, 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 believe that you are the victim of fraud, call the Western Union Fraud Hotline at 08000 92345 or visit our Fraud Awareness page.

If you receive an email from anyone claiming to be from the 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 [CSC email] Western Union will never send you e-mails 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 answer it, 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 or she does not know the answer to the question. Test question is not available for payout in Morocco.

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You should contact the Western Union Fraud Hotline at 08000 92345 immediately for assistance with a transfer that you believe was sent for fraud. You may also reach out to local police.

Contact your government's Office of Consumer Affairs 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 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.

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Western Union Agent Locations

Western Union agent locations are independent businesses that provide money transfer services to their customers on behalf of Western Union. In Morocco, these are our partner banks and payment institutions.

Use the agent locator to find an agent location near you

Western Union agent locations offer the ability to send and receive money around the world using cash or directly to bank account in the selected countries.

You can send up to 10,000 MAD. Please note that you will need to present one of the following ID documents below for sending money at a Western Union agent location:

• Government-issued national ID
• Passport
• Residency card

Acceptable IDs are subject to the Central Bank of Morocco rules and regulations.

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