Frequently Asked Questions

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

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.

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.

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.

You can pay for your ‘Start online and pay in store’ transfer at any of the participating Western Union agent locations.

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

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.

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.

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

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.