Frequently Asked Questions Thailand

Can I send money online with Western Union?

Yes, you can send money online from the Western Union app or through wu.com. After you’ve chosen your destination country, you’ll see the types of services available to you. Also you may send money online using our agents’ Omni Channel services.

How do I complete my first money transfer online at wu.com?

The first step is to create a profile at wu.com which can be done in just a few minutes. Then verify your identity at one of the Central Department Store location. After your profile is verified, you will be able to complete an online money transfer. To complete this process, you’ll need:

  • A mobile phone number.
  • A valid government-issued ID.
  • A Thailand issued bank account or credit/debit card.

To complete your first money transfer, you will have to follow these steps:

  • Login or Register
  • Select destination country;
  • Select sending option – credit/debit card or direct bank debit;
  • Add or select beneficiary;
  • Select a payout method – cash, direct bank debit.
  • Read information about how to protect yourself from fraud and self-declare third party attestation.
  • Review your transfer data and accept terms and conditions of the service.
  • MTCN is generated on your receipt. Also Central e-receipt is available.

If you have any questions while registering, please call Westernunion.com customer service center at +662 101 8700 (from 9.30 a.m. to 7.30 p.m.) or send an email to westernunion@central.co.th.

Which countries and territories can I send money online?

You can see all countries you are able to send money online from wu.com in Thailand. If you prefer to send money directly to a bank account, you can find the list of countries online.

Transfers in Thailand are available.

How do I pay for my money transfer online?

You can pay via bank transfer, QR code, Pay cash in store or with your credit/debit card.

For more details, please call Westernunion.com customer service center at +662 101 8700 (from 9.30 a.m. to 7.30 p.m.) or send an email to westernunion@central.co.th

How much money can I send online from Thailand?

You can send up to 250,000 THB per transaction.

In a day, you can send up to 800,000 THB online or by visiting a Central location.

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 completed, you’ll get an SMS with your Money Tracking Control Number (MTCN).

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

A money transfer can only be cancelled if it has not been collected by the receiver in the destination country.

Please note, if you have changed your mind, and wish to cancel a transfer – only principal amount will be refunded.

In case of WU technical issued or fraud issues – full amount is refundable.

If you wish to cancel your money transfer, please call Westernunion.com customer service center at +66 2101 8700 (from 9.30 a.m. to 7.30 p.m.) or send an email to westernunion@central.co.th

Where can I find my receipt?

Your receipt will be available online. You can also see the details of all your past transfers in your history section in the Western Union app or on wu.com.

What is a Money Transfer Control Number (MTCN)?

The Money Transfer Control Number (MTCN) is a unique number assigned to your transfer. Your receiver will need this number to pick up the money. Do not disclose these details to anyone else. It can also be used to track your transfer.

Will I be charged any additional fees by my bank If I pay using direct debit?

Your bank may charge you with a transfer fee, which is not included in the Western Union transfer fee. Please reach out to your bank for more information.

Who uses Western Union money transfer services?

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

Who are Western Union® agents?

Western Union agents are our representatives in the different countries you 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 Thailand?

Finding an agent location in Thailand 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:

  • Your receiver’s first name and last name.
  • The amount you want to send.
  • The country you are sending to.
  • Your government-issued ID or passport.

After presenting all that information you can give the agent the total amount including the applicable service fees. Your money then will be available in minutes to your receiver after the transfer is completed.

What documents can I use to send money in Thailand?

You need to present any official government-issued ID or a valid International passport, Thai National ID card, Thai driver’s license, other Thai government issued ID, Civil Servant ID, Alien card. to send money at a Western Union agent location. Acceptable IDs are subject to the banking laws and regulations of Thailand.

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

You can send up to 250,000 THB per transaction.

How are money transfers paid out to receivers?

Money transfers sent to an agent location will generally be paid in cash. After you’ve chosen your destination country, you may ask the agent for the types of services available to you.
Other restrictions may apply. Please contact a Western Union agent to get more information about restrictions. You can also call Westernunion.com customer service center at Toll-free number: 001-800-852-5385 or send an email to CustomerService.Asia@westernunion.com

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 receipt

Can I send money at anytime in 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 do I send money online using agents’ Omni Channel services?

Western Union agents in Thailand provide options to send money online. Our bank partners Bank Of Ayudhya and Krung Thai Bank have integrated Western Union into their online services. ATM services are offered by: Thanachart Bank, Bank Of Ayudhya, Krung Thai Bank.

What are the steps to send money online using bank agents’ online services?

If you want to send money online, you will need to pre-register online at one of the bank partners websites – Bank Of Ayudhya and Krung Thai Bank. After you are successfully registered, you will get a confirmation from the agent and will be able to make a money transfer online. If you are already registered, you will need to log in to your account, look for WU money transfer services, enter receiver’s name, select sending currency, specify amount and select transfer purpose.
Our agents that offers online money service: Bank Of Ayudhya
Krung Thai Bank

What are the steps to send money via ATM?

If you want to use ATM service, you will need to pre-register at one of our bank agent’s location. In pre-registration form you can create list of receiver’s name and countries. After you are successfully registered, you will get a confirmation from the agent and will be able to make a money transfer on ATMS. ATMs are available 24/7.

If you have an active account with one of Western Union’s participating bank agents that offer ATM service, just visit the nearest ATM, insert your card, look for the WU money transfer services, Choose receiver’s name from the list, specify amount and select transfer purpose.

Our agent that offers ATM money service:

Thanachart Bank
Bank Of Ayudhya
Krung Thai Bank

What are the steps to send money via mobile phone using bank application?

If you want to send money on your mobile phone, you will need to pre-register online with our agent. After you are successfully registered, you will get a confirmation from the agent and will be able to make a money transfer with on our bank agent’s mobile application.

What are the sending limits from an online bank or ATM?

Sending limits are determined by your bank.

How do I know if my online transfer has been approved when sending from an online bank or ATM?

Your online bank or ATM receipt will show whether your transfer has been approved.

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

A sender may request cancellation of a money transfer only if it has not been collected by a receiver in the destination country.
If you wish to cancel your money transfer sent via Omni Channel, please approach the respective agent.

What documents can I use to pick up money in Thailand?

You need to present any official government-issued ID or a valid International passport, Thai National ID card, Thai driver’s license, other Thai government issued ID, Civil Servant ID, Alien card to pick up money at a Western Union agent location. Acceptable IDs are subject to the Banking laws and regulations of Thailand.

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

You can go to “ Track a transfer” at wu.com or on the Western Union app. There you can type in the sender’s name and the money transfer control number (MTCN) and you’ll get an update on the latest status of your money transfer.

You can also call Westernunion.com customer service center at +66 2101 8700 (from 9.30 a.m. to 7.30 p.m.) or send an email to westernunion@central.co.th

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 amount that was sent.
  • The tracking number ( MTCN – Money Transfer Control Number).
  • Acceptable IDs are also required.

For more information, please visit your nearest Western Union agent location, or call Westernunion.com customer service center at +66 2101 8700 (from 9.30 a.m. to 7.30 p.m.) or send an email to westernunion@central.co.th.

How does a Western Union® agent pay out a money transfer?

Money transfers will generally be paid in cash. Other restrictions may apply. For more information, please visit your nearest Western Union agent location, or call Westernunion.com customer service center at +662 101 8700 (from 9.30 a.m. to 7.30 p.m.) or send an email to westernunion@central.co.th.

How much does it cost to receive money?

All fees are paid by the sender.

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 Care Center toll free number 001800 852 5385, or write and email to CustomerService.Asia@westernunion.com.

Western Union will never send you e-mails 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 Thailand.

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

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 Thailand.

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 transaction that you believe was sent for fraud. 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 e-mail 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 seems 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 Thailand?

Registration is required for most of our services. When you visit wu.com or the Western Union app for the first time you’ll need to complete the profile registration form and follow these steps:

  • Enter your name, last name, middle name (if applicable) and your phone number.
  • You will receive a one-time verification code to your mobile phone.
  • Fill in the online registration form  with the following information: full name, full address, date and country of birth, nationality, gender, occupation, your government-issued ID type, expiration date and ID number. When an expired ID is detected, you will be required to provide a new one.
  • Once you have successfully registered online, you will be asked to accept the Terms and Conditions for our online services.
  • After your profile is created, you will need to go through one-time verification in person at one of Central Department Store locationsLearn more about it.
Does it cost anything to register for online services in Thailand?

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 a passport or a valid government-issued ID.
  • Must be at least 20 years old.
  • Must accept the terms and conditions for using our services.
  • Must have a Thailand issued credit or debit card or bank account.
  • Must have a valid Thailand issued 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 WU profile information from the “Profile overview” tab after you log in.

If you require to change your name, last name or date of birth, simply visit your online profile and edit that information. Please note that after changes your profile will require repeat verification at agent location. If you have any questions about your profile update, please contact Westernunion.com customer service center at +662 101 8700 (from 9.30 a.m. to 7.30 p.m.) or send an email to westernunion@central.co.th.

 

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

Your User ID is your 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 Westernunion.com customer service center at +662 101 8700 (from 9.30 a.m. to 7.30 p.m.) or send an email to westernunion@central.co.th.

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

You can change your password or mobile phone number on the “ Profile overview” page after you log in. Please select “Edit profile” from the right-side menu and change your password. For online registration, you can use only one phone number. If you have any questions please contact Westernunion.com customer service Center at +66 2101 8700 (from 9.30 a.m. to 7.30 p.m.) or send an email to westernunion@central.co.th

How can I delete my Western Union® online profile?

You can delete you online profile by contacting Westernunion.com customer service center at +66 2101 8700 (from 9.30 a.m. to 7.30 p.m.) or send an email to westernunion@central.co.th.

Does Western Union need to confirm my identity?

Yes, before making your first online transfer, you will need to verify your profile.

Once you have successfully registered online, you will be asked to visit one of the Central® locations and verify your identity in-person . In-person identification requires Sender’s Full Name, ID type, ID Number, ID Issuer, Date of Birth, ID Expiration Date, ID Issue Date, Country of Birth, Nationality, Address

How long will it take to confirm my identity?

After you present a valid government-issued ID at one of the Central® locations, you will receive a confirmation via SMS that your profile has been verified. If you need to send money before your verification is completed, please visit a Western Union agent location.

How do I provide my identification document?

Please present a valid identification document at Central location during your verification process.
Acceptable ID documents for Thai residents are: Thai National ID Card, Thai Driver’s License, Other Thai Government Issued ID, Civil Servant ID.
Acceptable ID documents for non-Thai residents are: International Passport, Thai Driver’s License, Alien Card.

Which branches can verify my profile in Thailand ?

You can find the nearest location to get verified in person here.

How does ‘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 online
  • Choose “Pay in cash” as the payment method
  • Visit a participating agent location and pay for the transfer
  • An MTCN will be generated- share it with your receiver for cash pickup
How can I ‘lock’ the price of the transfer at wu.com?

When you start a money transfer at wu.com, the exchange rate1 available at that time will be the one that’s ‘locked in’ for 24 hours. Once you get to the agent location to pay the amount you wish to 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 the ‘Start online and pay in store’ service?

When you start a transfer at wu.com, you won’t need to fill in any forms when paying for it at a participating agent location. That means that you won’t need to stay in line at the agent location saving you time.

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.

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

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.

What documents do I need to present at the agent location?

You will be asked to provide the following documents to complete the transfer:

  • 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 all the steps for your online transfer are completed, a confirmation screen will pop up right away. After you visit a participating agent location and pay for your transfer, an MTCN will be generated and you will be given a receipt. After this, the funds will be sent. The receipt is the confirmation that your money transfer has been sent.

Remember to share the MTCN with your receiver, as they will need it to pick up the money. When your receiver collects the money, you’ll get an SMS confirmation message or an email.

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

You can only cancel a ‘Start online and pay in store’ transfer if the money has not been collected by the receiver in the destination country, or if the transfer is automatically cancelled after no payment has been received within 24 hours.

If you wish to cancel your online money transfer, please call Western Union 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.

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 at the agent location on your receipt.

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 online ID verification?

Online ID verification is a process we follow to verify our customers’ identity. After you’ve registered your Western Union profile, you can choose to verify your identity through Online ID verification by just uploading your valid ID document and your selfie. After your profile is successfully verified, you will be able to start sending money.

How do I verify my profile through online ID verification?

Thai citizens:

  1. Fill in the online registration form and provide us with your following information:
  • Full name
  • Full address in Thailand
  • Phone number
  • Email address (optional)
  • Country and date of birth
  • Government-issued national ID card details
  • Nationality
  1. Select the Online ID verification
  2. Enter the following details:
  • The expiration date of your government-issued national ID card
  • Your first and last name in the Thai language exactly as it appears on your government-issued national ID card
  • The laser code exactly as it appears on the back of your government-issued national ID card
  1. Wait for a few seconds to verify your ID details.
  2. Take a picture of the front and back of your government-issued ID.
  3. Take your selfie using your smartphone’s camera or a webcam within the margins shown on the screen and keep your face still to get a clear image. (Follow the onscreen instructions.)
  4. After uploading the ID document and your selfie, wait for a few seconds for the system to perform the necessary checks.
  5. After the checks are performed, it may take up to 24 hours to verify your identity. After your profile is verified successfully, you’ll receive an SMS.

 

Non-Thai citizens:

  1. Fill in the online registration form and provide us with your following information:
  • Full name
  • Full address in Thailand
  • Phone number
  • Email address (optional)
  • Country and date of birth
  • Valid passport details
  • Nationality
  1. Select the Online ID verification
  2. Review the ID document details provided during registration and accept the terms and conditions.
  3. Take a picture of the first page of your passport.
  4. Take your selfie using your smartphone’s camera or a webcam within the margins shown on the screen and keep your face still to get a clear image. (Follow the onscreen instructions.)
  5. After uploading ID documents and your selfie, wait for a few seconds for the system to perform the necessary checks.
  6. After the checks are performed, it may take up to 24 hours to verify your identity. After your profile is verified successfully, you’ll receive an SMS.
Which documents are accepted for verification using online ID verification?

For Thai citizens, only the government-issued national ID card is accepted for verification using online ID verification.

For non-Thai citizens, only a valid international passport is accepted for verification using online ID verification.

Can I enter my name in the English language for online ID verification?

If you’re a Thai citizen, you need to enter your name only in the Thai language using a Thai keyboard or keypad, as your name will be matched and verified with a database. The database has your name in the Thai language.

How long does it take to verify my profile information?

It may take up to 24 hours to verify your profile information.

Why was my online ID verification rejected?

Your online ID verification may be rejected due to any of the following reasons:

  • Your selfie is not clear or is blurred.
  • The information in your documents does not match the information you entered to create your profile.
  • Your passport is not valid.
How can I get verified if my online ID verification is rejected?

You can get verified through physical verification at our agent locations.

How can I ensure a successful online ID verification?

To ensure a successful online ID verification, it is important that you submit a clear photo of yourself for verification. You must also submit a clear photo of your valid passport.

Here are some tips to capture a clear selfie:

  • Do not wear a cap, hat, glasses, or a scarf that may cover your face.
  • Pick a spot where light will fall on your face and not behind you. Otherwise, the image may appear dark.
  • Stand still to avoid blurring of your photo.
  • Keep your face still, your eyes open, and smile for the camera.
  • Make sure your whole face is visible within the margins shown on the screen.
  • For best results, follow the onscreen instructions while clicking your selfie.
Why am I not able to scan my ID and take a selfie?

This may be due to a technical error. Please log out from your profile and log in again to retry scanning your ID and taking your selfie.

How much can I send online after my profile is verified?

After your profile is verified, you can send up to 100,000 THB (approximately 1,664 USD) per transfer.

1Local restrictions in some countries, allow exchange rates to be fixed only when collected.