Frequently Asked Questions

With the Start online and pay in-store service, you could get access to lower transfer fees than if you directly started the transfer at an agent location. This is how it works:

• Go to wu.com
• Register and create an online profile
• Start a money transfer
• Choose Pay in cash as the payment method
• A receipt will be generated, which will be valid for 24 hours
• Visit a participating Western Union agent location and complete the transfer with an agent
• A tracking number (MTCN) will be generated, which you will be able to share with your receiver

When you start a money transfer at wu.com, the exchange rate² available at that time will be the one that’s locked in for 24 hours. You should visit a participating agent location within 24 hours to pay for the money transfer you started online in order to send money at the exchange rate you secured.

The Money Transfer Control Number (MTCN) is a unique code assigned to your transfer. When you start a money transfer online, you will receive the MTCN on your receipt at the agent location. Your receiver will need this number when they pick up their money, and it can also be used to track your transfer. Do not share this number with anyone other than your intended receiver.

When you start a transfer on wu.com and visit one of the participating Western Union agent locations to pay for your transfer, you save time and lock in the exchange rate for 24 hours, so there is no change in the complete amount you pay for your transfer.

Find all countries you can send money to at wu.com.

You can pay for your Start online and pay in-store transfer at any of the participating Western Union agent locations. To see the complete list for Philippines, please use our agent locator tool.

To pay and complete the money transfer, you will be asked to provide the following to the agent:

• Your mobile phone number
• The same government-issued ID you used to create your online profile
• The complete amount plus the applicable fees

Once you finish filling in the details for your transfer online, a confirmation screen will be shown to you right away. After you visit one of the participating Western Union agent locations and pay for your transfer, you will be given a receipt with the tracking number (MTCN) and the money will be sent. You should then provide your receiver with the tracking number so that they can pick up the money. When the transfer is complete and the money picked up by the receiver, a confirmation message will be sent to your email address and an SMS to your phone number (if you provided one during registration)..

You can cancel a Start online and pay in-store transfer only if the money has not been collected by the receiver in the destination country, or if the transfer is automatically cancelled after no payment was received within 24 hours. If you wish to cancel your online money transfer, please call our Customer Care.

Yes, you’ll get a receipt at the agent location after the transfer is completed.

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.

You can go to track a transfer. 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 Western Union Customer Care

You’ll need to present any one of the following identity proofs:

• Your passport
• Your driver’s license
• Your Philsys ID/National ID
• Your Professional Regulation Commission (PRC) ID
• Your government Office/ GOCC ID
• Your National Bureau of Investigation (NBI) Clearance.
• Your Postal ID
• Your voter ID
• Your Service Insurance System (GSIS) E Card
• Your Employment ID
• Your overseas Workers Welfare Association (OWWA) ID
• Your overseas Filipino Workers (OFW) ID.
• Your seaman’s book
• Your Social Security System (SSS) ID
• Your student ID (for students 16 – 21 years old)
• Your Integrated Bar (IBP) ID
• Your Senior Citizen Card
• Your Unified Multi-Purpose ID (UMID)
• Your Police Clearance Certificate
• Your Alien Certificate of Registration
• Your Disabled Person Cert/ID NCWDP
• Your DSWD Certificate
• Your taxpayer ID (TIN ID)
• Your Barangay Certification

If you’re a non-resident, you’ll just need to present your passport to receive money.

Note: Acceptable identity proofs are subject to the Banking laws and regulations of the Philippines.

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

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 asignment.
• 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 Customer Service Center. 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 the Philippines.

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 the Philippines.

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 on 1-800-448-1492. 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 seemts too-good-to-be-true, it probably is.
• For more information about how to protect yourself from fraud, click here.

Registration is required for most of our services. After you open wu.com you’ll need to complete the profile registration form and follow these steps:

• Enter your name, last name, middle name (if applicable), date of birth, country of birth, city of birth, nationality, and your contact information—street address, city, location, country of residence, mobile phone, and your email address.
• Once you have successfully registered online, you may start your transfer.
• Click Additional information on the header and fill in your profile by providing your occupation, employment position level, and ID credentials—number, type, issuer, issue date, expiration date, and source of funds.
• Once you start a transfer online, you will be asked to visit the nearest participating agent location to verify your identity and pay for your transfer. Make sure you bring the same ID that you have used in your profile.

No, it’s free to register.

Anyone who meets the following conditions, can use our online money transfer service.

• Residents should have one of the following: 1.Passport 2.Govt Office/ GOCC ID 3.Driver’s License 4.Professional Regulation Commission (PRC) ID 5.National Bureau of Investigation (NBI) Clearance 6.Postal ID 7.Voter’s ID 8.Government Service Insurance System (GSIS) E Card 9.Employment ID 10.Overseas Workers Welfare Association (OWWA) ID 11.Overseas Filipino Workers (OFW) ID 12.Seaman’s Book 13.Social Security System (SSS) ID 14. Student ID (for students 16 – 21 years old) 15. Integrated Bar (IBP) ID 16. Senior Citizen Card 17. Unified Multi-Purpose ID (UMID) 18. Police Clearance Certificate 19. Alien Certificate of Registration 20. Disabled Person Cert/ID NCWDP 21.DSWD Certificate 22.Tax Payers ID (TIN ID) 23. Barangay Certification.
• Must be at least 18 years old.
• Must accept the terms and conditions for using our services.
• Must have a valid email address and phone number.

Registration with a valid ID and phone number is possible only once.

You can change or update your Western Union profile information from the Profile overview tab after you log in to wu.com.

Your User ID is your full name and phone number.
If you forgot your password, you can select the “Forgot password” option and a new password will be sent to your phone number.
If you repeatedly entered incorrect details or your profile is locked, please try to log in to your profile after 30 minutes or contact Western Union Customer Care.

You can change your password, email address and phone number on the Profile overview page after you log in. Please select Edit profile from the menu and change your password. For online registration, you can use only one email address and phone number.

You can start a money transfer online by creating a profile on Westernunion.com. Once you have successfully registered and started a transfer online, 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 a valid government-issued photo ID. Make sure you bring the same ID that you have used in your profile.

After presenting a valid government-issued ID at the nearest participating agent location, you will receive a confirmation by phone. If you need to send money before your verification is completed, please visit a Western Union agent location.

You’ll need to present any official government-issued ID, such as:

• Passport.
• Govt Office/ GOCC ID.
• Driver’s License.
• Professional Regulation Commission (PRC) ID.
• National Bureau of Investigation (NBI) Clearance.
• Postal ID.
• Voter’s ID.
• Government Service Insurance System (GSIS) E Card.
• Employment ID.
• Overseas Workers Welfare Association (OWWA) ID.
• Overseas Filipino Workers (OFW) ID.
• Seaman’s Book.
• Social Security System (SSS) ID.
• Student ID (for students 16 – 21 years old).
• Integrated Bar (IBP) ID.
• Senior Citizen Card.
• Unified Multi-Purpose ID (UMID).
• Police Clearance Certificate.
• Alien Certificate of Registration.
• Disabled Person Cert/ID NCWDP.
• DSWD Certificate.
• Tax Payers ID (TIN ID).
• Barangay Certification.

For non-residents, the documents needed are:

• Passport.

If you started the registration process online at wu.com, please remember to carry the same government-issued ID that you used at the time of registration.

Acceptable IDs are subject to the Banking laws and regulations of the Philippines.

You can find all locations for physical verification here.

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.

Use this link to find an agent location near you.

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

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

You can usually send up to 7,500 USD equivalent PHP to S.W.B (South West Border States¹), USA and up to 15,000 USD equivalent PHP to all other countries. However, for certain amounts and transfers, you may be required to provide additional information or documentation as follows:

• Passport.
• Govt Office/ GOCC ID.
• Driver’s License.
• Professional Regulation Commission (PRC) ID.
• National Bureau of Investigation (NBI) Clearance.
• Postal ID.
• Voter’s ID.
• Government Service Insurance System (GSIS) E Card.
• Employment ID.
• Overseas Workers Welfare Association (OWWA) ID.
• Overseas Filipino Workers (OFW) ID.
• Seaman’s Book.
• Social Security System (SSS) ID.
• Student ID (for students 16 – 21 years old).
• Integrated Bar (IBP) ID.
• Senior Citizen Card.
• Unified Multi-Purpose ID (UMID).
• Police Clearance Certificate.
• Alien Certificate of Registration.
• Disabled Person Cert/ID NCWDP.
• DSWD Certificate.
• Tax Payers ID (TIN ID).
• Barangay Certification.

For non-residents:

• Passport.