Frequently Asked Questions

You can pick up your money at any agent location. You’ll need to complete a “To Receive Money” form and include the following information:

• MTCN
• Receiver Name
• Receiver City and Country
• Expected amount
• Sender Name
• Sender City and Country

Acceptable ID documents also are required.

Some restrictions may apply.

If your receiver lives in a country where we offer this service, you can send money to their mobile phone. Make sure your receiver has activated a mobile wallet with one of our partner mobile phone operators in their country.

Check available destination countries and mobile providers.

• Mailing address
• Security question and answer, and
• Mobile number

You can send up to than 1.000 EUR per transaction or within a 3-day period before we need to verify your identity. After your identity is verified, you can send up to 5.000 EUR per transaction.

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.

1. Choose Send money. 
2. Choose a country to send money to. 
3. Enter an amount. 
4. Choose how your receiver will pick up the money. They can get cash directly in their bank account, or mobile wallet, if available. Or they can pick it up in person. 
5. Choose how to pay. You can pay with a credit* or debit card, bank account, or bank transfer.

You can cancel a money transfer only if it has not been picked up by your receiver. If you sent money to a bank account, you can cancel it if the transfer has not been completed by your receiver’s bank.
To request a refund, please call Customer Care, or if you sent the money in person, return to the agent location.

* The amount of money refunded (amount sent and/or transfer fees) depends on the service chosen and reason for cancelation. If you have questions regarding the amount to be refunded, contact Customer Care. Please also see our Terms and Conditions for more information.

Find a nearby agent location online or look for Western Union in your local telephone directory.

Refunds typically take up to 10 business days from the date they are completed.

Depending on the country and the agent, where the receiver picks up the money, the acceptable IDs will vary. In general passports and national IDs are acceptable. A driver’s license might not be valid.

In some cases the receiver might also need to verify their current address, for example with a utility bill.

Any time after sending, you can check your transfer status online. All you need is your name and the tracking number (MTCN) printed on your receipt.

Here are a few ways you can send money online using Western Union:

• Money in minutes:

If your money is needed within minutes, you can send online using your credit or debit card. Receivers can pick up cash at Western Union locations worldwide, depending on the hours of operation at that location.

If your receiver lives in a country where we offer mobile money transfer, you can send money to their mobile phone in minutes. Make sure your receiver has activated a mobile wallet with one of our partner mobile operators in their country.

• Money available in 1 or 2 days:

If you send money to a bank account, your money’s generally available in 1 or 2 days, depending on your receiver’s country. Learn more about sending money to a bank account.

You can check your transfer status online . All you need is the sender’s name and the tracking number (MTCN) printed on the sender’s receipt.