Frequently Asked Questions

Send money

What does my receiver need to pick up their money?

If you choose cash pickup at a WU location, your receiver will need at least the tracking number (MTCN) and an acceptable form of ID. The agent location staff will inform you of any other pickup requirements.

Can I cancel a “Pay in cash” transfer?

If you don’t go to a participating agent location to pay for your transfer within 12 hours of setting it up, it will automatically cancel. However, we recommend you call Customer Care to cancel.
If you’ve already paid for your transfer, you can call Customer Care at 0 800 002 402 to cancel before your receiver picks up the money.

How do I send money directly to my receiver’s bank account?

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

How can I pay for my transfer?

If available, you can pay using your Credit* or debit card.
 
*If you’re using a credit card, a card issuer cash advance fee associated interest charges may apply. You can avoid these fees by using a debit card.

How do I know when my receiver got the money?

  1. Open the app.
  2. Go to Menu.
  3. Select History.
  4. Select the transaction to see the status.
Or
  1. Go to the Home menu.
  2. Select Track a transfer.
You will need:
  • Tracking number (MTCN) AND
  • Sender’s first and last name OR
  • Receiver’s first and last name

Can I change my receiver’s name after completing my transfer?

You may only change 2 letters of the first or last name, not both. To do this, call Customer Care at 0 800 002 402.

How can I find out the status of my money transfer?

  1. Open the app.
  2. Go to Menu.
  3. Select History.
  4. Select the transaction to see the status.
Or
Use Track a Transfer feature:
  1. Open the app.
  2. Go to More.
  3. Select Track a transfer.
You will need:
  • Tracking number (MTCN) AND
  • Sender’s first and last name OR
  • Receiver’s first and last name

Can I cancel a transfer?

Please log in to WU.com. Unfortunately, at this time, you can’t cancel a transfer using the app.

How can I send money with Western Union

You can send money with Western Union: 

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.

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.

How do I add a new receiver?

Once you have started a transfer:
  1. Choose Add a new receiver, or Add new receiver from phone contacts.
  2. Fill out the form and Save.

When will my receiver get the money?

Money can be picked up in minutes* or in a few working days. This partly depends on the delivery and payment methods you choose.
*Date available will be displayed on receipt for international transfers over £15. 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.
If you choose cash pickup at a WU location, your receiver will need at least the tracking number (MTCN) and an acceptable form of ID. The agent location staff will inform you of any other pickup requirements.

What does “Pay in cash” mean?

When you choose "Pay in cash," you can set up the transfer on your mobile device, then go to a participating agent location to pay for it.

Do I need to create a profile to send money?

Yes. You will need your full name and email address.
You may also need additional information such as:
  • Mailing address
  • Security question and answer, and
    Mobile number

How do I send money?

To get started:
  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.
Your transfer fee** varies based on the options you choose.
* If you’re using a credit card, a 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.