Frequently Asked Questions

You can find the answers to many of your questions below. But if you’re still missing something, please call our Customer Care at 02-8888-1200 (within Metro Manila), 1-800-1-888-1200 (toll-free via PLDT Lines), 1-800-9-888-1200 (toll-free via Globe Lines) or +632-8888-1200 (overseas calls). Our Customer Care can assist you in handling and resolving your questions or complaints about our digital services in the Philippines.

To reach Customer Care, please use Contact us page.

The Bangko Sentral ng Pilipinas (“BSP”) may also assist you with your specific questions or issues. BSP can be contacted by telephone at (02) 8708-7701 (local no. 2584) or (02) 8708-7087, by email consumeraffairs@bsp.gov.ph or by facsimile (02) 8708-7088.

Who uses Western Union money transfer services?

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

Who are Western Union® agents?

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.

How can I find a Western Union agent location in the Philippines?

Finding an agent location in the Philippines is easy, go to our agent locator tool.

How do I send money from an agent location?

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, the country you are sending to and your government-issued ID; then just give the agent the total amount including the applicable fees.

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

What documents can I use to send money in the Philippines?

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 send money.

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

How much money can I send from a Western Union agent location in the Philippines?

You can send:

  • Up to 7,500 USD equivalent PHP for a transfer to S.W.B (South West Border States1), USA
  • Up to 15,000 USD equivalent PHP for a transfer to all other countries

If you wish to send more, please visit an agent location. You will have to fill out a Large Principal Money Transfer (LPMT) form and transfer will be subject to approval.

How are money transfers paid out to receivers?

Money transfers will be paid in cash or will be transferred directly to the receiver’s bank account if the option is available.

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

How can I know the status of my money transfer?

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

Can I send money at anytime from an agent location?

Each Western Union agent location determines its own hours of operation. Some have extended hours and open during weekends.

Find a nearby Western Union agent location with our agent locator tool.

How does the Start online and pay in-store service work?

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
How can I lock the price of the transfer at wu.com?

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.

What is a Money Transfer Control Number (MTCN)?

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.

What is the benefit of the Start online and pay in-store service?

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.

To which countries can I send money using the Start online and pay in-store service?

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

Can I pay for my Start online and pay in-store transfer at any agent location?

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.

What do I need to present at the agent location when I pay for the money transfer I started on wu.com?

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
How do I know if my Start online and pay in-store transfer has been sent?

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)..

How can I cancel a Start online and pay in-store money transfer?

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.

Can I get a receipt for my transfer?

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

How do I pick up a money transfer?

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.

How do I know if my money transfer has been received?

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

What documents can I use to pick up money in the Philippines?

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.

How does a Western Union agent pay out money transfer?

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

How much does it cost to receive money?

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

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.

Are there common fraud scenarios that I should be aware of and things I shouldn’t send my money for?

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.

Someone claiming to be from Western Union e-mailed me. What should I do?

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.

What is a Test Question? When is it used?

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.

Can the Test Question feature secure my funds or delay payment of a transfer?

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.

What can I do if I suspect fraud or am a victim of fraud?

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.

What additional tips should I keep in mind?
  • 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.
How do I register online on wu.com in the Philippines?

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.
Does it cost anything to register for online services in the Philippines?

No, it’s free to register.

Who can register and send money online?

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.
How many times can I register?

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

How can I change or update my wu.com profile?

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

What do I do if I forgot my User ID / login password/ or repeatedly entered incorrect details?

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.

What do I do if I want to change or update my password and phone number?

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.

Does Western Union need to confirm my identity?

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.

How long will it take to verify my identity?

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.

What documents do I need to present to send money?

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.
  • Philsys
  • Phil ID
  • National ID

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.

What are the dedicated locations for identity verification in the Philippines?

You can find all locations for physical verification here.

What are 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.

How can I find a nearby Western Union® agent location?

Use this link to find an agent location near you.

How do I send money from a Western Union® agent location?

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.

Which transfer service is offered at Western Union® agent locations?

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

How much money can I send from a Western Union® agent location?

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.

1 South West Border States comprises of the below –

– California
– New Mexico
– Texas

No LPMTs to the SWB state of Arizona are allowed since the maximum payout in this state is 450 USD only. No LPMTs are allowed to Mexico based on payout amount controls too.

2 Due to local restrictions in some countries, the exchange rate can be fixed only when the money is collected.