Frequently Asked Questions

How do I send money online?

You can send money online using Western Union® website. You can send money from Debit card to Cash at an agent location.

Learn more about how to send money online

How long does it take to send money online?

If your money is needed within minutes, you can send online using your debit card issued in Ukraine. Online services are 24/7 all year round. Receivers can pick up cash at Western Union® locations worldwide, depending on the hours of operation at that location

Where can I send money online?

Please see the following page for overseas countries.

How do I pay?

You can pay with Debit/Credit Card (Visa and MasterCard). For more details, please contact your bank.

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

Your online receipt will show whether your transfer has been approved. If we need more information before we can complete it, we will contact you. When the transfer is complete, you’ll get an email with your tracking number (MTCN).

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

Cancellation or return of the Transfer is possible only before the moment of payment of the Transfer to the Receiver. If sender wants to cancel/return the transfer he can contact the Bank. Sender has to log in to the Account on the Western Union® Website using a login and a password. Then contacts the Support Service via the chat function on the Western Union®Website and informs of the need to cancel/return the Transfer. The employee of the Support Service of the Bank requests the Sender to indicate the details. Sender also can call Agent Privat Bank +380 (800) 500-003 or 3700 from your mobile, service is available 24/7.

Can I get a receipt for my transaction?

Receipt page with transfer information will be displayed at the end of the transaction. You can also print it or save as PDF format document by clicking Print button on receipt page.

What are my rights when transferring money in the European Union (EU)?

According to EU regulations, you have the right to easy, secure payments with no extra cost when you pay with a card issued in the EU3. You also have the right to a basic payment account if you are a legally residing in Europe. Learn more.

What is Strong Customer Authentication (SCA)?

Strong Customer Authentication (SCA), as mandated by the EU’s Revised Payment Services Directive (PSD2), requires payment service providers to authenticate digital payments.

SCA, also known as 3D Secure, is a multi-factor authentication that adds an extra layer of security to digital payments to reduce fraud. It asks you to authenticate your payment using PIN, password, or biometrics.

At Western Union, to meet the SCA requirements, we use multi-factor authentication to secure your online transfers.

Why wasn’t my authentication successful?

Western Union uses Strong Customer Authentication (SCA) to secure online payments. To successfully authenticate your payment, please be sure of the following:

  • Your card or bank account is registered for SCA (3D Secure). If not, contact your card issuer or register it through your online banking portal.
  • Your contact information is up to date with your bank and Western Union.
  • You enter your PIN or password accurately.

Please note that you can also pay for your money transfers using alternative methods. We’ll show your payment options when you start an online transfer.

Who uses Western Union money transfer services?

Anyone who needs to send or receive money quickly uses Western Union®. These include people supporting friends or relatives abroad.

Who are Western Union® agents?

They are our representatives that you can approach in order to send or receive money. In other countries, they may be in 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 Ukraine?

You can easily locate a Western Union® Agent in Ukraine online or call PrivatBank +380 (800) 500-003 or 3700 from your mobile, service is available 24/7.
For in-person service at Agents’ locations please call our partners in Ukraine:

  • PrivatBank 3700
  • Raiffeisen bank Aval 0 800 500-500
  • Pravex-bank 0 800 500 450
  • Ukrainian Financial Group 0 800 500 100
  • Unicreditbank (Ukrsotsbank) 0 800 3000 90 or 332
  • Pivdennyi bank 0 800 30 70 30
  • Meta bank 0 800 30 10 38
  • Credit Europe Bank 044 390 67 28
  • Investbank 048 722 21 44
What are acceptable documents for picking up money?

Acceptable IDs:

  • Current passport
  • National identity card
How money transfers are paid out to receivers?

Money transfers will generally be paid in cash, but some Agents will pay by cheque or a combination of cash and cheque. The receiver may choose other ways to receive funds and some money transfers may be paid to profiles. Other restrictions may apply. Please contact Western Union® Service Provider to get more information about restrictions.

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

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.

How do I pick up a money transfer?

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

  • Name
  • Address
  • Amount expected
  • Sender’s name
  • Sender’s city and country
  • Acceptable ID documents are also required

Other local requirements may be asked for by the front line staff at the location.

When are Western Union® services available?

Each Western Union® Agent location determines its own hours of operation. Some have extended hours and some even stay open 24 hours.

How do I collect my money?

Visit an Agent location near you with your government-issued ID. You will also need to ask the Sender for the Money Transfer Control Number (MTCN)1.

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

Simply locate the ‘Tracking’ link on the homepage of our website. Then type in the sender’s name and MTCN (Money Transfer Control Number). We will then update you on the latest status of your money transfer.

Check your money transfer status now

Or call our partners in Ukraine

  • PrivatBank 3700, For calls from abroad +38 073 716 11 31
  • Raiffeisen bank 0 800 500-500
  • Pravex-bank 0 800 500 450
  • Ukrainian Financial Group 0 800 500 100
  • Pivdennyi bank 0 800 30 70 30
  • Industrial Bank 0 800 50 35 35
  • IBOX Bank 0 800 500 178
  • Nova Poshta / NovaPay 0 800 307 979
  • Accent Bank (A-Bank) 7776, For calls from abroad +38 056 722 0 555
  • Megabank 0 800 50 44 00
  • Oschadbank 0 800 210 800, For calls from abroad +38 044 363 01 33
  • Universal bank 0 800 300 200
How does an Agent pay out money transfers powered by Western Union®?

Generally, money transfers are paid out in cash. Other restrictions may apply.

How do I pick up a money transfer?

You can pick up your money at any Agent location. You will need to complete a “To Receive Money” form or provide Agent’s operator with the following information in other ways:

  • Name
  • Approximate amount expected
  • Sender’s name
  • Sender’s country
  • Money Transfer Control Number (MTCN)
  • Acceptable ID documents

You may be asked to provide additional information by the staff at the location

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 receive the money in a different currency or to a device or an account which is not part of the Send transaction. Western Union® may make money from foreign currency exchange2.

What are acceptable documents for picking up money?

Acceptable IDs:

  • Current passport
  • National identity card
How can I find out if a money transfer is available for pickup?

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

When are Western Union® services available?

Each Western Union® Agent location determines its own hours of operation. Some have extended hours and some even stay open 24 hours.
Find a nearby Agent location.

Why should I register at Western Union’s® website?

Registration is required for most services. After you register, sending a money transfer, payment or message can be done in minutes as your information will be pre-filled on the page. This saves you the time and trouble of typing it in each time you want to do a transaction.

Does it cost anything to register at Western Union’s® website?

No, it’s free of cost to register.

Who can register at Western Union’s® website?

Anyone who satisfies the following conditions can use Western Union® International money transfer service.

  • The user must be an individual living in Ukraine and able to submit a valid Ukrainian passport.
  • The user must be at least 18 years old as of the date of application.
  • The user must be able to understand and accept the contents of the registration application form and terms of service.
  • The user must have a valid email address, mobile phone and contact information.
  • The user must hold of the Visa/MasterCard.

In certain cases, Western Union® may refuse WU enrollment registration based on criteria of the service.

How many times can I register?

Registration with a valid ID document and mobile phone number is possible only once.

How can I change/update my WU enrollment profile?

You can change/update your Western Union® enrollment profile from the Western Union®enrollment information menu on the Western Union® enrollment site.
Registration of new identification document is required if you are changing your name, address, nationality or expiration date of identification document.

Does Western Union® need to confirm my identity?

All senders must provide valid Ukrainian passport. For registration and service usage it is required to pass customer identification process at PrivatBank location. It is mandatory to collect and verify the mobile phone number, email address, full legal name, full residential address in Ukraine (City, Street, House/apartment number, Postal code), nationality and ID information.

How long will it take to confirm my identity?

If you already are a PrivatBank customer, your profile on Western Union® site will be created and confirmed instantly after you enter a one time password sent to you mobile phone. If you haven’t gone through your ID verification process, you will be asked to visit a PrivatBank location to register.

How do I provide my identification document?

You will be asked to come to a PrivatBank location and bring a valid Ukrainian passport in order to register for Western Union®’s online service. Once this is done, you will be able to send money online after entering your mobile phone and one-time password sent to your mobile phone

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

You will be asked to enter one time password that is sent to your mobile phone. If you cannot login, please check, if you are using a mobile phone number that was used upon registration for the service. If you need assistance, please contact Customer Service Center +380 (800) 500 or 3700 from mobile, service is available 24/7.

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

Your mobile phone and one time password will be needed for accessing WU site. If you want to change your mobile phone number, you will be asked to visit a PrivatBank location to do so. You can change your email address on WU enrollment site. Please select “Change email address” from the WU enrollment Information menu.

How can I cancel my WU.COM enrollment?

Please contact Customer Service Center +380 (800) 500 or 3700 from mobile, service is available 24/7.

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?

Yes. Some common scenarios include:

  • Being required to pay a fee before receiving a loan
  • Sweepstakes, prize, or lottery company representatives who tell you to transfer money to them in order to claim a prize you’ve won (there are many companies running fraudulent contests. They require you to transfer them money but give you nothing in return)
  • Unsolicited letters or e-mails from Nigeria or other foreign government officials requesting assistance to transfer funds from a foreign country into your bank account
  • Telephone calls from the police claiming someone you know has been in an accident or arrested and money is needed
  • Unsolicited letters or e-mails offering an unrealistic price for expensive or difficult to find items
  • Money transfers as proof of funds in order to secure overseas accommodation
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 Neither Western Union® nor PrivatBank will ever send you e-mails to ask for your user ID, password, or credit card details.

Does Western Union® offer an escrow service or any kind of buyer protection?

No. Our business is to enable funds transfer from a sender to a receiver. When using remittance services powered by Western Union®, we caution you against sending money to strangers. It is the sender’s responsibility to know the party to which the funds are being sent. Using a fictitious name or changing the receiver’s name after the money transfer has been sent is not a guaranteed means of securing funds. If a receiver presents proper identification with the same name as on the money transfer and has knowledge of the transaction details, payment will be made.
Be wary of third-party “Collection” or “Holding” services unless they are reputable, licensed escrow services. We are not an escrow service, should not be used as an escrow service, and are currently not affiliated with any escrow services.

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

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. If you believe you are a victim of fraud, contact or closest PrivatBank location.

What additional tips should I keep in mind?
  • Always make sure you know who you are sending money to. Neither PrivatBank nor Western Union® are responsible for the quality or non-receipt of any goods or services purchased using the Western Union® money transfer service.
  • 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.
Does Western Union® offer an escrow service or any kind of protection for online auctions and other transactions?

No. Remember, to protect yourself, never send money to someone you don’t know. If you think you’ve been scammed, call +380 (800) 500-003 or 3700 from your mobile or write an email to

Learn more about fraud protection

What are Western Union® agent locations?

Western Union® agent locations are independent businesses that provide money transfer services to their customers on behalf of Western Union®.

When are Western Union® services available?

Each Western Union® agent location determines its own hours of operation. Some have extended hours or even stay open 24 hours.

Find a nearby agent location

How do I find a Western Union® agent location?

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

1 The MTCN is a mandatory requirement for payout in many countries. Your Western Union® Agent will be able to provide you with more information.

2 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. Subject to applicable taxes (if any).

3 Please note that you need to be a legal resident of the EU, Iceland, Norway, Liechtenstein, Switzerland, or the United Kingdom to be eligible for these rights.