Frequently Asked Questions

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.

You can find the fee*  and applicable FX rates of your transfers online, click  
Estimate Price . 

You may also receive fee discounts and other promotions by registering with our loyalty program – My WU, and can earn points every time you send a qualifying transfer. 

Note: If you’re using a credit card to send money online or over the phone, a credit card issuer cash advance fee and associated interest charges may apply. You can avoid these fees by using a debit card. 

* 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.

To send money with Western Union, the following is a list of receiver information you may need:

• Exact name as it appears on their government-issued ID
• Receiver’s street address, city/province/state, and country

You may also need additional receiver information depending on the service you choose:
 

WU.com or mobile app:

• Credit** or debit card
• Bank account info

Start in app, pay cash in person:

You may use the WU app to start the transfer and pay in cash at a participating Agent location. You will need:

• Receiver’s full name as it appears on their government-issued ID
• Receiver’s city/province/state and country

Have your ID ready. In some cases, depending on the amount, you may need to provide additional identification.
 

Mobile Money Transfers (send to a receiver’s mobile wallet):

Direct to Bank:

• Within the US: Bank name, account name, account number and routing number
• Outside the US: International bank account number (IBAN) and international bank identifier code (BIC), or the receiving country equivalent

Bill payment:

• Company name (also known as code city and state)
• Account number
• Reference number, if applicable (provided by the company or biller)

Telephone Money Transfer:

Credit** or debit card
 

Sending money to an inmate:

• Correctional facility name (also known as code city and state)
• Inmate’s number
• Inmate’s complete name
• Reference number if applicable (provided by the correctional facility)
   

** Card issuer cash advance fee and associated interest charges may apply. Use a debit card to avoid these fees and charges.

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.

For WU.com or mobile app transfers

Yes. You need to create a profile. To Register for a profile, you will need:

• Your complete name as it appears on your government-issued ID
• Your email address
• Your mobile number
• Your billing address

Note: After successful registration, your profile can be accessed either via WU.com or mobile app.

For in-person transfers

No. Registration is not required. 

Telephone Money Transfer

No. Registration is not required. 

If that option is available for selected country and currency, you can use the bank transfer option.  

This depends on the money transfer delivery options available in the destination country.

Cash pick up at an Agent location. They can pick up the money at any nearby Western Union location. Your receiver will need to fill out the To Receive Money Form (TRMF) and present Government-issued ID*.

• Tracking number (MTCN)
• Sender’s complete name
• Sender’s country state/city/province may be required
• Expected amount

Direct to Bank. The money is sent to the receiver’s bank account you provided when you sent the money transfer.

Mobile Money Transfer (transfer to a receiver’s mobile wallet). The funds are sent to the receiver’s mobile wallet. Your receiver can visit the qualifying mobile network operator to receive the cash.

Money transfer to a correctional facility. The money is sent to the correctional facility and account number you provided when you sent the money transfer.

* Your receiver may be required to provide identity information depending on the service, send amount and the destination of the money transfer.

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.

No. You can send money transfers over the phone using either a landline or a mobile phone. 

This depends on the money transfer delivery you choose and the destination country. 

Cash pick up at an Agent location

• Tracking number (MTCN),
• Sender’s complete name,
• Sender’s country and state/city/province may be required,
• Expected amount, and
• Government-issued ID*.
• In some receiving countries, a security question may be required

Direct to Bank

Funds are sent directly to the receiver’s bank account and receiver will need to comply with bank’s requirements and policies to receive funds.

Mobile Money Transfer

Funds are sent directly to mobile account and receiver will need to comply with mobile network operator’s requirements and policies to receive funds.

Money transfer to a correctional facility

Funds are sent directly to the inmate’s account. The inmate will need to comply with the facility’s requirements and policies to receive funds.

* Your receiver may be required to provide identity information depending on the service, send amount and the destination of the money transfer. 

You can send money with Western Union:

• Online using our website or the Western Union mobile app.
• In person at a Western Union agent location.

Online using our website or the Western Union mobile app

To send your first money transfer¹ with Western Union, create a profile on our mobile app or website.

1. Log into your Western Union profile or register if you are a new user.
2. Select Send money.
3. Select the receiver’s country and enter the amount and currency.
4. Select how your receiver would like to get the money:

• • Cash pickup
  • Bank account deposit
  • Mobile wallet  

5.       Choose your payment method²: 

• • Credit³ or debit card
  • Bank account
  • Cash at a Western Union location
  • Mobile wallet

6.       Review the transfer summary

7.       Select Submit.

Tips:

• Service availability may be different for each receiver’s country⁴.
• You can add or delete the details of your receivers in your profile.
• You have the option to resend the same amount to your receivers.

At an agent location or in-store

If you want to send money in person, visit a Western Union agent location and pay via cash or a debit card⁵. 

If you want to send cash, you can still start your money transfer online with our pay in-store service to save time and then pay in cash at one of our agent locations. 

To pay in-store:

1. Log into your Western Union account on westernunion.com or the Western Union app.
2. Select Pay in-store.
3. Go to a nearby agent location and provide your phone number and pay to complete the money transfer.

You can check the status of your money transfer using our Track a transfer service.

Superscripts:

¹ You must be at least 18 years old to send or receive money with Western Union. 

²The payment and receiving methods are different for each country.

³Card-issuer cash advance fee and related interest charges may apply. Use a debit card to avoid these fees and charges.

⁴We might ask you to verify your identity depending on the service, send amount and the receiver country.

⁵ This service is available only at some agent locations.

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.

Specific money transfer limits will vary based on a number of factors, including:

• Your transfer history
• Your location
• Your receiver’s location
• The service you choose
• Your payment method
• Agent location limits
• Country receive limits

Sending on WU.com or mobile app

To determine how much you can send on WU.com or the mobile app, click Send Money.
 

Sending in-person

To determine how much you can send in-person, visit one of our Agent locations.
 

Sending by phone (Telephone Money Transfer)

To determine how much you can send from a US location to another US location over the phone, please call 1-800-CALL-CASH® (1-800-225-5227).

• 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.

• 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.

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.

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.

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.

WU.com or mobile app

Use a credit* or debit card, or a bank account. You may also initiate your transfer using the mobile app and pay cash at participating WU Agent locations.

In-person

Visit a Western Union Agent location to send money using cash or, in some cases, a debit card.

Telephone Money Transfer

Transfer money by phone, using a credit* or debit card, by calling the Telephone Money Transfer hotline at 1-800-CALL-CASH (1800-225-5227), for transfers sent within the US.

* Card issuer cash advance fee and associated interest charges may apply. Use a debit card to avoid these fees and charges.