Frequently Asked Questions

You can find the answers to many of your questions below.

But if you still need to know more, do not hesitate to call WESTERNUNION.COM Customer Service Center  number at +228 99 800 800, or send an email to Otg.wu.support@orabank.net.

How do I send money online?

To send money online, you need to visit wu.com or the WU app and create a profile. After your identity has been verified, you’ll be able to choose your payout method: cash pickup, direct to bank or mobile wallet based on your receiver’s country.

How soon is my money available for pick up when I send online?

Your money will be available within 1 or 2 business days for a cash pick up or up to 5 days for a direct to bank account transfer, depending on your receiver’s country1,2.

If you send money from a bank account, your money’s generally available in 1 or 2 business days, depending on your receiver’s country1,2.

What options do I have to fund my online transfer?

There are several options to fund an online transfer on wu.com in Togo:

  • A debit, credit or prepaid Mastercard® or Visa® card. Cards maybe issued by any bank in one of the following countries in WAMEU zone: Togo, Bissau Guinea, Burkina Faso, Ivory Coast, Mali, Niger, Senegal and Benin.
  • A bank account issued in Togo only.

If you wish to find out more about options to fund your online money transfer, please call our Western Union Customer Care number at +228 99 800 800, or send an email to Otg.wu.support@orabank.net

How do I send money via bank transfer?

If you want to send money via bank transfer, you will need to move the funds directly to an Orabank account. To do this, please follow these simple steps:

  • In the send money page, select the bank transfer payment option.
  • Enter your receiver’s details and confirm your transfer.
  • Write down the transfer reference number as well as the Orabank account you need to transfer the funds to, displayed on your receipt.
  • You will need to send the complete amount including the transfer fees by electronic transfer from your online banking to the Orabank account.
What should I know when choosing bank transfer?

Since we do not accept third party transfers, please make sure that the funds are transferred from your own bank account. To proceed with your transfer, you will have to send the complete amount (including the fees) to the Orabank account provided on the receipt page the same day you started the transfer. Any money transfer will be cancelled if we do not receive the funds within 7 days.

Where can I send money online?

You can find online the list of countries you can send money online from Togo.
Transfers within Togo are also available.

How much can I send online?

After your profile is verified, you can send up to 500,000 XOF per transfer and up to up to 500,000 XOF per transfer.

How do I know if my online transfer has been approved?

Your online receipt will show if your transfer has been approved. When the transfer is complete, you’ll get an email with your Money Tracking Control Number (MTCN). If your transfer is on hold you might be contacted for more information.

If your transfer is rejected you may call Western Union Customer Care number at +228 99 800 800, or send an email to Otg.wu.support@orabank.net.

How can I cancel a money transfer after it was sent?

A transfer can only be cancelled if the money hasn’t been deposited into your receiver’s bank account or collected in the destination country.

If you wish to cancel your money transfer, please call our Western Union’s Customer Care number at +228 99 800 800, or send an email to Otg.wu.support@orabank.net.

Can I get a receipt for my transfer?

A receipt will be sent to your email after the transfer is completed. You can also see the details of all of your previous transfers in your profile.

How do I verify my profile to start sending online?

First, fill in the online registration form and provide the following information:

  • Full name
  • Full address
  • Mobile number
  • Country and date of birth
  • ID details. If an expired ID is detected, you will be asked to provide a new one.

Once you have successfully registered, please do the following:

  • Take a clear photo of your valid ID from both sides.
  • Take a clear selfie of yourself (face) holding your ID.
  • Send both ID photos and the selfie from your registered email to Otg.wu.support@orabank.net.
  • A representative of Orabank will check your documents in order to verify your profile.
  • Once your profile is verified, you will receive an SMS confirmation and you can start sending money online.
What is a tracking number (MTCN)?

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.

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

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

Does Western Union Togo have a mobile app?

Yes, Western Union® mobile app is available for Android.

Get the app for free now

Google Play

What services can I access with the mobile app in Togo?

With Western Union® app you can:

  • Send money: Verified users can proceed to mobile money transfers using their online log in details. If you are a new user, you can register directly on the app or at wu.com.
  • Calculate fees and rates: Get up-to-date exchange rates and compare fees3 for Western Union® services.
  • Track a transfer: Find out the status of your transfers wit Western Union® tracking app feature
  • Find an agent location: Get the locations for thousands of Western Union’s agents around the globe.
Does it cost anything to use the mobile app in Togo?

There’s no fee to download the app or to access the app from your mobile phone. But mobile phone data access and calling charges may apply. Please contact your mobile phone network provider for details.

Please note that  Western Union® money transfer fees3 will apply if you send money using the mobile app.

How do I get the mobile app in Togo?

You can download Western Union® mobile app from Google Play for Android devices

Download the app

Google Play

How can I send money using the mobile app?

Customers that have been already verified can use their existing log in details to send money with the Western Union® mobile app.

If you are a new customer, you can register directly on the app in just a few minutes. You will need to verify your phone number and you will need to present one of the following types of IDs at an Orabank location:

  • Valid passport (for non-Togo residents)
  • Government-issued ID (for Togo residents)

Learn more about sending money online.

How do I get a log in to access My Profile in the mobile app?

Simply use your existing online log in. New customers can register directly on the app or register for free online on wu.com.

Get the app for free now

Google Play

Find out more about the Western Union® app, or if you have questions that are not answered here, please contact us or read our FAQ.

Who uses Western Union money transfer services?

Western Union’s 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 in Togo?

They are our representatives who will help you send or receive money. In Togo, they are our partner Banks.

How can I find a Western Union® agent location in Togo?

You can easily locate a Western Union agent location online, just use our agent locator.

How do I send money from an agent location?

The first step is to locate the nearest agent location (find it in our agent locator online), then you should give your receiver’s details to the agent. Once all the information is entered, you will be asked to give the total amount including the service fees. The transfer will be completed after this and the money available in minutes1 to your receiver. Don’t forget to get the Money Transfer Control Number (MTCN) from your receipt and share it only with your receiver, he or she will need it to pick up the cash.

What are acceptable documents for picking up money in Togo?

For money pickups at a Western Union agent location, your receiver must present one of the following types of IDs:

  • For Togo residents: a passport, a Togo-issued ID, a driving license with photo or a residence permit.
  • For non Togo residents: a passport or a country issued ID4.
How can I find out if my money transfer has been paid?

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

How can I find out if a money transfer is available for pick up?

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

When can I visit a Western Union’s agent location?

Each Western Union’s agent location has its own hours of operation. Some have extended hours and some even stay open 24/7.
Find a nearby Western Union agent location.

How does ‘Start online and pay in store’ service work?

With the ‘Start online and pay in store’ service, you could get benefit from our lower transfer fees than if you sent a money transfer through an agent location. This is how it works:

  • Go to wu.com.
  • Register and create an online profile.
  • Start a money transfer.
  • Choose “Pay cash in store” as the payment method.
  • A tracking number (MTCN) will be generated, which will be valid for 24 hours to enable you to go and pay in cash at a Western Union agent location.
  • Visit one of the participating Western Union agent locations and complete the transfer.
Can I ‘lock’ the price of the transfer on wu.com?

When you start a money transfer at wu.com, the exchange rate available at that time will be the one that’s ‘locked in’ for 24 hours. Once you get to the Western Union agent location to pay for the transfer, the exchange rate will be the same as what was available at the moment you started the transfer online.

What is the benefit of ‘Start online and pay in store’?

When you start a transfer on wu.com and visit one of the participating Western Union agent locations to pay for your transfer, you do not need to fill in any forms. You save time and use the convenience of the service.

To which countries can I send money using ‘Start online and pay in store’

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

How much money can I send with ‘Start online and pay in store’ service?

The amount of money sent depends on the region you’re sending to:

  • From WAEMU to WAEMU, you can send up to 3,000,000 XOF
  • From WAEMU to Zone Franc (France, Comoros):
    • You can send up to 1,000,000 XOF without any supportive documentation.
    • For amounts above 1,000,000 XOF, you must provide supportive documents when completing your transfer at an agent location.
  • From WAEMU to any countries not in WAMEU or in Zone Franc:
    • You can send up to 500,000 XOF without any supportive documentation.
    • For amounts above 500,000 XOF, you must provide supportive documents when completing your transfer at an agent location.
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. Click here to see the list for Togo.

What do I have to bring to the agent after I have started my transfer on wu.com?

You will be asked to provide the following to the agent in order to complete the transfer:

  • Your mobile phone number
  • The same government-issued ID you used to create your online profile
  • The complete amount which includes the principal and applicable fees
How can I cancel a ‘Start online and pay in store’ money transfer?

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 complete your transfer, you will be given a receipt with a tracking number (MTCN) and the money will be sent. You should then provide your receiver with the MTCN to enable them to pick up the money. When the transfer is complete, and the money has been picked up by the receiver, you’ll get an SMS confirmation.

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

A ‘Start online and pay in store’ transfer can be cancelled before it is paid, if this is done within 24h from the transfer creation. If you wish to do a cancellation for your online money transfer, please visit or call any Western Union Agent location.
The transfer is automatically cancelled if it is not paid for, within 24 hours.
If the transfer is paid, it can only be cancelled if the money has not been collected by the receiver in the destination country.

Can I get a receipt for my transfer?

The receipt will be provided at the agent location after the transfer is completed.

Local regulatory restrictions in some countries, allow exchange rates to be fixed only at the time of collecting the money transfer.

How do I collect my money?

You can pick up your money at any Western Union agent location. You’ll need to provide the following information:

  • Your name
  • The tracking number (MTCN)
  • Amount expected
  • Sender’s full name
  • Country the money came from
  • A valid ID

There is no option to receive money directly to a bank account in Togo at the moment.

Some restrictions may apply.

How does an agent pay out money transfers powered by Western Union?

Money transfers will generally be paid in cash. Other restrictions may apply. Please visit or call the nearest Western Union agent location to get more information about restrictions.

How much does it cost to receive money?

All fees are paid by the sender. Receiving money is free of charge unless the receiver chooses to get the money in a different currency, directly to a device or a bank account at the moment of pickup.

Do I need to register to send money online?

Yes. To send money you need to be registered. Once you have successfully registered on westernunion.com, please do the following to get your identity verified:

  • Take a clear photo of your valid ID from both sides.
  • Take a clear selfie of yourself (face) holding your ID.
  • Send both ID photos and the selfie from your registered email to Otg.wu.support@orabank.net .
  • A representative of Orabank will check your documents in order to verify your profile.
  • Once your profile is verified, you will receive an SMS confirmation and you can start sending money online.
Is there a charge to register on Western Union’s website?

No, it’s free of charge.

What do I need to register and send money online through Western Union?

Anyone who meets the following requirements can register and start sending money online.

  • Must have a government-issued ID (for residents in the following countries: Togo, Benin, Bissau Guinea, Burkina Faso, Ivory Coast, Mali, Niger and Senegal).
  • Must have a valid passport (for non-residents in following countries: Togo, Benin, Bissau Guinea, Burkina Faso, Ivory Coast, Mali, Niger and Senegal).
  • Must be of at least 18 years of old.
  • Must accept our Terms and Conditions.
  • Must have a valid phone number.
  • Must have a bank account in Togo, a valid debit, credit or pre-paid card issued by any bank in one of the following countries (Togo, Benin, Bissau Guinea, Burkina Faso, Ivory Coast, Mali, Niger and Senegal), or a prepaid card issued by Orabank in one of the following countries (Togo, Benin, Bissau Guinea, Burkina Faso, Ivory Coast, Mali, Niger and Senegal).
How many times can I register?

Registration with a valid identification document and an email address is possible only once.

How can I change or update my WU.com/App profile?

You can change or update your WU Profile information from the Profile Overview tab after you log in to wu.com.

After your identity is verified you cannot change your name, last name, date of birth and nationality. If you require to change this information after your identity is verified, please contact Western Union’s Customer Care number at +228 99 800 800 or send an email Otg.wu.support@orabank.net.

Does Western Union need to confirm my identity?

Yes, before making your first online transaction, you will need to verify your profile:

First, fill in the online registration form and provide the following information:

  • Full name
  • Full address
  • Mobile number
  • Country and date of birth
  • ID details. If an expired ID is detected, you will be asked to provide a new one.

Once you have successfully registered, please do the following:

  • Take a clear photo of your valid ID from both sides.
  • Take a clear selfie of yourself (face) holding your ID.
  • Send both ID photos and the selfie from your registered email to Otg.wu.support@orabank.net .
  • A representative of Orabank will check your documents in order to verify your profile.
  • Once your profile is verified, you will receive an SMS confirmation and you can start sending money online.
What do I do if I forgot my User ID / login password/ or your profile is locked?

Your User ID is your mobile number.

If you forgot your password, you can select the “Forgot password” option for a new password to be sent to your email.

If your profile is locked, please try log in again after 30 minutes or contact Western Union’s Customer Care number at +228 99 800 800 or send an email to Otg.wu.support@orabank.net.

What do I do if I want to change my login details password, or email address?

You can change your password on the Profile Overview page after you login. Please select “Edit profile” from the right-side menu and change your password.
For online registration, you can use only one email address. After you verify your email, it cannot be changed.

How can I cancel my Western Union profile?

Please contact Western Union Customer Care number at +228 99 800 800 or send an email to Otg.wu.support@orabank.net.

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.

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 forward the suspicious mail to otg.wu.support@orabank.net Western Union will never send you e-mails to ask for your user ID, password, or credit card details

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

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 Togo.

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

Contact your government’s Office of Consumer Affairs if you are uncertain or suspicious of a telephone, mail or email solicitation.
If you feel you have been the victim of fraud, you can contact your local police.

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 seems too-good-to-be-true, it probably is.

Learn more about fraud protection.

Can I send money to a bank account?

Yes, the Western Union “direct to bank account” service is an easy and convenient way to send funds directly to a receiver’s bank account in select countries.

To which countries can I send money directly to my receiver’s bank account?

Please refer to our Direct to Bank Account country information tool to see which countries have this service available. There you’ll find all the necessary information to complete a transfer directly to a bank account; for example, you can find out how long will it takes for the money to be available into your receiver’s bank account depending on the destination country.

How do I send money to a bank account from Togo?

Just choose the Direct to Bank Account service when you send money online or at an agent location. You’ll need to provide the receiver’s bank account information. The requirements change from country to country, but usually include:

  • Your receiver’s bank name and code
  • The account’s name and number

Please refer to our Direct to Bank Account country information tool to see which countries have this service available and what will you need to provide for your receiver’ s bank account.

What’s a bank code, and how do I find my receiver’s bank code?

A bank code is a series of numbers used to identify banks around the world. They can have between 3 and 23 digits depending on the bank and the country.

A bank code could be called:

  • BSB
  • SWIFT Code
  • BIC (Bank Identification Code)
  • CHIPS (Clearing House Inter-Bank Payment System) – US and Canada only
  • NCC (National Clearing Code)
  • BSC (Bank Sort Code)
  • IFSC (Indian Financial System Code)

For some counties you may need an International Bank Account Number (IBAN) in addition to the bank code.

Ask your receiver for the bank code and IBAN (if applicable). You can refer to our Direct to Bank Account country information to see what details are required for each country.

What is a Bank Identification Code (BIC)?

A Bank Identification Code (BIC) is used to identify banks worldwide. BIC is the same as a SWIFT code, and it will be 8 or 11 digits long.

Ask your receiver if BIC is required in their country—you can check our Direct to Bank Account country information for more details.

What is an International Bank Account Number (IBAN)?

An International Bank Account Number (IBAN) is a code used in some countries to identify a customer’s bank account. The IBAN has a letter to identify the countryfollowed by 2 digits, and then up to 35 characters for the bank account number. Some countries require that payment sent from Australia must include the IBAN.

You can refer to our Direct to Bank Account country information to see what details are needed for each country. Ask you receiver for the IBAN if it’s required.

How long does a “Direct to Bank Account” money transfer take?

“Direct to Bank Account” money transfers can change from country to country, and can take up to five days. For more details, please refer to our Direct to Bank Account country information.

What is a mobile wallet?

A mobile wallet is an electronic account that’s linked to a person’s mobile phone number. Depending on the regulations of each country, money can be electronically deposited and used the same as cash. Mobile wallets can be used to pay for goods, public transportation, and utilities, as well as to pay bills and withdraw cash.

How can I send money to a mobile phone?

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.

What about currency exchange rates?

Exchange rates for mobile money transfers will be calculated, applied, and displayed when the money’s sent, unless otherwise specified by local regulations.

What if I entered an incorrect mobile number?

Mobile money transfers are based on the mobile number provided. To ensure your money is transferred to the right receiver, you need to provide their correct mobile phone number.

In what currency are receivers paid?

Mobile money transfers are paid in the legally accepted currency of the receiver’s country.

How will the receiver know when they have received funds in their mobile wallet?

Receivers will get a text message from their mobile service provider to confirm the money has been delivered or to alert them to any issues.

1 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.

2 For transfers funded with bank transfers, the money will be released only if the payment is fully received by Orabank in the specified account.

3 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.

4 Please note that citizens from Nigeria must present passport to perform transactions. Acceptable IDs are subject to the rules and regulations of the Central Bank of Togo.