Frequently Asked Questions

About UPI

Unified Payment Interface (UPI) is a payment method that allows you to instantly transfer money to a bank account in India.

Understanding UPI ID

UPI ID is a virtual payment address (VPA) that uniquely identifies one person. A UPI ID format is like an email ID: with the sign “@” in the middle. For example, your receiver’s UPI ID could be “receiver’s_name@bank_name” or “phone_number@bank_name.”

When sending with a UPI ID, you only need to have your receiver’s UPI ID. You do not need to ask receivers for their account number, account type, bank name, or IFSC code.

To receive the payment, the receiver needs to have their UPI ID linked to the bank enabled for international UPI remittance. Please see below the list of banks that support international UPI.

Current list of banks that support international UPI transfer

Below are the banks currently supported. More banks will be made available soon.

Send limits using UPI

Currently, you can send up to 200,000 INR per transfer.

Steps to send money using a UPI through Western Union

Western Union is the first money transfer service company to use a UPI transfer internationally.

1. Log in to your Western Union profile.

2. Choose India as your receiving country (you will need to know your receiver’s mailing address).

3. Choose to send using a bank pay out and use any payment method.

4. Choose UPI ID under the bank information section. You’ll be able to browse all the banks enabled for international UPI transfer.

5. Choose to send your transfer, and you’re all set. Generally, your transfer should be completed in minutes.

When you create a profile on WU.com or the app and start a money transfer online, you can pay for it with your internet banking account and transfer money directly to your receiver’s bank account. This method of payment is referred to as a bank transfer.

Start a money transfer on WU.com or the app, and choose Bank transfer as the payment method. Enter and review your money transfer details. Then log in to your internet banking account and register Western Union Hong Kong’s bank account as a beneficiary. Then make the payment to Western Union Hong Kong and remember to mention the payment reference number. Once the payment is received by Western Union, the money will be sent to your receiver’s bank account².

Soon after you start a money transfer on WU.com or the app and select Bank transfer as the payment method, you’ll receive an email indicating the last day for making the payment for your transfer. Once the payment is received by Western Union, the money will be sent to your receiver’s bank account².

If you’re sending money to a bank account, you’ll need to provide your receiver’s bank name, bank account number, and bank code³. The bank code can be 3 to 23 digits long, depending on the country and the type of code.

A bank code is a series of numbers used to identify banks around the world. The bank code can be 3-23 digits, depending on the country and the type of code.

A bank code may be known as:

• 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 countries, you also may need an international bank account number (IBAN) in addition to the bank code.

You should obtain the bank code and IBAN, if applicable, from your receiver.

An IBAN is used in some countries to identify a customer’s bank account. The IBAN is an alphabetical country code followed by 2 digits and then as many as 35 characters for the bank account.

You should obtain the IBAN from your receiver.

A BIC is a worldwide code for bank identification. The BIC is the same as the SWIFT code and is usually 8 or 11 digits long.

Payouts will only be made in the local currency. Senders should ensure their bank account is a local currency account to avoid potential service delays. Otherwise, additional charges from the receiver’s bank may apply.

Money may be paid into the receiver’s bank account in minutes², or on the same day, or up to 5 working days—only after WU has received the payment—and depending on when and where the money was sent from as well as the location of the receiver’s bank.

With a Western Union profile, you can send up to 7,500 HKD online daily. If you need to send more, please visit an agent location.

Our money transfer service is set up to be used for personal remittance only and the source of funds must be ascertained. As such, we can only accept payments from your personal bank account. Please always ensure that the Profile Name of your wu.com account and your name in the Bank account matches. Also, this helps in the event of a request for a refund of the payment. Please read the Terms and Conditions for more details.

The Reference Number or EB Number is to match your funds against the order created and helps us in making the transfer to the receiver smoother and faster.

If you do not mention the Reference Number while making the bank transfer, Western Union will not be able to match your funds against the order created. The overall process of sending money to the receiver’s bank account or for a cash pickup will get delayed. Your transfer might also get cancelled, in which case, you will need to contact Customer Care and share the proof of payment for a refund.

It takes just a few clicks to register for the first time. From the next time onwards, your details are saved and you can start a money transfer directly.

Yes, Western Union’s account with Bank of America is registered with FPS and can accept transfers.

We’ve been in the money transfer business for over 145 years and are present in 200+ countries and territories. We’re a reliable brand catering to the ever-evolving needs of our customers around the world.

Your WU profile name must match the name on your bank account, otherwise your transfer will be rejected. Western Union does not accept bank transfers from business accounts.

Western Union will reject the transfer if the amount sent to WU’s bank account does not match the amount you entered while creating your order on WU.com or the app. A manual refund will be created and you may collect the refund from an agent location in Hong Kong. For high-value refunds please visit one of these locations.

A mobile wallet is an electronic account that’s linked to a person’s mobile phone number. It can be used to pay for goods, transportation, and utilities, as well as to pay bills and withdraw cash subject to the mobile wallet’s terms of use.

You can send money online or from an agent location to your receiver’s mobile wallet—if the service is available in the destination country. You’ll be notified via SMS when the money is successfully delivered to your receiver’s wallet.

With a Western Union profile, you may send up to 3,500 HKD to a mobile wallet.

Mobile money transfers can only be sent to mobile wallets if the mobile phone operators work with Western Union. Check the available destination countries and mobile providers.

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

You must enter the correct mobile phone number to ensure that the money is transferred to the intended receiver. If, however, you provided an incorrect number and there’s no mobile wallet enabled on that number, the funds will be returned to you.

If your receiver’s mobile phone is lost or stolen, urge them to contact their wallet service provider immediately. They will help them freeze or suspend the mobile wallet account.

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

Both the sender and receiver will get an SMS from their mobile service provider to confirm the money has been delivered, or to alert them of issues, if any.

Check the available destination countries and mobile providers.

With the Start online and pay in-store service, you can fill out your money transfer details in advance on WU.com or our app, and pay for the transfer at an agent location. It may save you some time.

This is how it works:

• Go to WU.com.
• Register and create an online profile.
• Start a money transfer.
• Choose Pay in cash as the payment method.
• Visit any agent location in Hong Kong, and complete the transfer with an agent.
• A receipt containing the tracking number (MTCN) will be generated. Share the MTCN with your receiver for them to collect the cash.

When you start a money transfer at wu.com, the exchange rate⁴ available at that time will be the one that’s locked in for 12 hours. You should visit a participating agent location within 12 hours to pay for the money transfer you started online in order to send money at the exchange rate you secured.

When you start a transfer on WU.com and visit an agent location to pay for the transfer, you save time and lock in the exchange rate for 12 hours, so there is no change in the complete amount you pay for your transfer.

Find all the countries and territories you can send money to at WU.com.

Yes, you can pay for your Start online and pay in-store transfer at any Western Union agent location in Hong Kong. To see the complete list, please use our agent locator tool.

To complete the money transfer, you will need to provide the agent with your registered mobile number and the exact amount you wish to transfer, plus, the 15 HKD fee⁵.

Some agents may also want to check your photo ID so please carry one of these:

If you’re a Hong Kong resident:

• Your passport
• Hong Kong identity card

If you’re a non-resident:

• Passport of your native country and valid visa
• Taiwan travel permit for Mainland residents
• Mainland travel permit for Taiwan residents
• Permit for residents of Macau issued by Directory of Immigration

Once you finish filling in the details for your transfer online, a confirmation screen will be shown to you right away. After you visit an agent location and pay for your transfer, you will be given a receipt with the tracking number (MTCN) and the money will be sent.

You should then provide your receiver with the tracking number so that they can pick up the money. When the transfer is complete and the money picked up by the receiver, a confirmation message will be sent to your email address and an SMS to your phone number.

You can cancel a Start online and pay in-store transfer only if the money has not been collected by the receiver in the destination country. The transfer is also automatically cancelled after no payment is received within 12 hours. If you wish to cancel your online money transfer, please contact us.

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 get the MTCN on your receipt at the agent location. Your receiver will need this tracking number when they pick up their money, and it can also be used to track your transfer. Please do not share this number with anyone other than your intended receiver.

Anyone who needs to send or receive money quickly. This includes people supporting their friends or relatives abroad, and travelers and business people who need to make fast international transfers conveniently.

Western Union^® agents are independent businesses that provide money transfer services to their customers on behalf of Western Union. They are our representatives in the different countries you need to send or receive money to. 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.

Finding an agent location in Hong Kong is easy; just use our online agent locator tool.

Our agent locations in Hong Kong offer the service to send money around the world as well as receive money in cash.

Visit an agent location in Hong Kong to send money in person. You will be asked to and provide the agent with the exact amount you wish to transfer, plus the applicable fees⁵, in cash.

Some agents may also want to check your photo ID so please carry one of these:

If you’re a Hong Kong resident:

• Your passport
• Hong Kong identity card

If you’re a non-resident:

• Passport of your native country and valid visa
• Taiwan travel permit for Mainland residents
• Mainland travel permit for Taiwan residents
• Permit for residents of Macau issued by Directory of Immigration

You can usually send any amount. However, for some transfers and destination countries, you may have to provide additional information or documentation.

Money transfers can be paid in cash, or sent directly into a receiver’s bank account, or sent to a mobile wallet (eWallet) in selected countries. Other restrictions may apply. To know more, please contact us.

You can track your money transfer online after the money has been sent. All you need is the tracking number (MTCN – Money Transfer Control Number) printed on the receipt.

Each Western Union agent location determines its own operating hours. Some have extended hours and some are open during weekends. You can check the operating hours of a Western Union agent before visiting.

Yes, and it’s available for iOS and Android mobile devices in Hong Kong.

Yes. New online customers can register directly on the app or online to send money with the app. Registration is free of charge.

Use our mobile app to:

• Send money: New customers can register directly on the app or online and send money.
• Estimate prices: Get up-to-date exchange rates and compare fees⁵ for Western Union^® services.
• Track transfer: Know the current status of your money transfer.
• Find an agent: Get maps and directions to agent locations.

Learn more about the benefits of using our mobile app.

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

Please note that our money transfer fees will apply when you send money using the mobile app. If you pay with the Tap & Go wallet or make a bank transfer, you can send money at a zero transfer fee⁵ until the offer lasts.

You can download the app from the App Store for iOS and from Google Play for Android devices.

Download the app: iOS and Android

Yes, you can start your money transfer on the mobile app and select the Pay in cash option. Then complete the transfer at an agent location and pay cash to the agent. Your receiver can pick up the cash from an agent location in the destination country.

You can pay for the money transfer on the app using a Hong Kong-issued credit card⁶ or via your Tap & Go wallet, or make a direct bank transfer and pay via your internet banking account.

You may also select the Pay in cash option on the app, and pay cash at an agent location.

Learn more about how you can send money on the app.

If you have more questions about how to use the app, please contact us.

Download the Western Union^® app and pay for your transfer with the Tap & Go wallet to enjoy a zero transfer fee⁵ until the offer lasts. Once you register yourself and create a profile on the app, enter your money transfer details and choose Tap & Go as the payment method. Enter your PIN in the Tap & Go app, then wait for the confirmation email.

Learn more about how to use the Tap & Go wallet on our app.

Tap & Go mobile wallet as a payment option with Western Union is currently available only on mobile devices and not on web browsers.

Currently you can send up to 15,000 HKD per transfer when you pay with Tap & Go. Please note, you may be asked to upload documents to verify your identity while sending money.

Download the latest version of Tap & Go app on your mobile phone. You may then resume your transfer and pay via Tap & Go wallet. Please ensure that you have sufficient balance in your wallet to pay for your transfer.

Once the money transfer is completed, Western Union will send you a notification email and the status in the app will get updated shortly. You may also track your transfer on WU.com.

If you have more questions about the status of your transfer, please contact us.

Please call our Customer Care at the toll-free number 21179088 or find other options to contact us.

Please call our Customer Care at the toll-free number 21179088 or find other options to contact us.

Please contact Tap & Go at 28880000.

Please contact Tap & Go at 28880000.

Please call our Customer Care at the toll-free number 21179088 or find more options from contact us here. Be sure to provide the tracking number (MTCN) of this transfer. You can find the MTCN on the History page after you log in to your profile through westernunion.com or on the app. You can also find the MTCN on the email receipt sent to you by Western Union.

You can use the MTCN to check the status of your transfer yourself on the Track transfer page on our website or app. If the status shows “in progress”, it means we’re processing your transfer.

You can do any of the following:

• Check both online and in-store transfers on our website or app’s History page. If you still don’t see it, contact us or reach out to Tap & Go at 28880000 and provide your email or user ID to find out the status of your transfer.

• Check your emails for the tracking number (MTCN) and use it to Track transfer on our website or app.

• Check the History page of your Tap & Go app to see if the amount has been deducted from your online wallet.

Please refer to the Tap & Go website for details.

You’ll need to present an official government-issued ID, such as:

For residents:

Passport
Hong Kong identity card

For non-residents:

Passport of native country and valid visa
Taiwan Travel Permit for Mainland Residents,
Mainland Travel Permit for Taiwan Residents
Permit for residents of Macau issued by Directory of Immigration

You can go to track a transfer on WU.com. Then type in the tracking number (MTCN). You’ll get an update on the latest status of your money transfer.

If you have more questions about your transfer, please contact us.

You can pick up the money at any Western Union agent location. You will need to complete the Receive money form at the location and provide the agent with the following:

• Your sender’s full name
• The country where the money was sent from
• The approximate amount that was sent
• The tracking number (MTCN)
• A valid government-issued photo ID

Some restrictions may apply. For more information, please visit your nearest agent location.

Money transfers will generally be paid in cash at the agent location.

Some restrictions may apply. For more information, please visit your nearest Western Union agent location.

All fees are paid by the sender. The receiver pays no transfer fees.

Western Union agent locations are independent businesses that provide money transfer services to their customers on behalf of Western Union. They are our representatives in the different countries you need to 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.

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.

You can look online for a Western Union agent near you.

Western Union agents offer the service to send and receive money around the world using cash.

Learn more about how to send money from an agent location in Hong Kong.

Registration is required for most of our services and you can easily register via the Western Union app or on WU.com. You will need to fill out the online registration form and provide details including your full name, country and date of birth, email address, and mobile phone number.

Once you register, sending a money transfer is more convenient as your details and pre-filled, thus saving you some time, and you also get notifications about your money transfer on your registered mobile number and email address.

Registration is free of charge.

Anyone who meets the following conditions can use our international money transfer service:

• Only Hong Kong nationals or residents can register for the www.westernunion.com service in Hong Kong.
• Individuals must be of at least 18 years of age on the date of application.
• Must accept the Terms and conditions of using this service.
• Must have a valid residential address in Hong Kong.
• Must have a valid email address.
• Must have a valid phone number.
• You must have either a valid card issued in Hong Kong, Tap & Go mobile wallet or a local bank account to fund the transfer online.
• If you are sending above 7,500 HKD, we will need to verify your identity. You must have an acceptable ID document such as Hong Kong national identity card, valid passport⁷ or other travel related documents (Macau Permanent Resident Identity Card, Mainland Travel Permit for Taiwan residents, Seaman’s identity document, Permit for residents for Macau, Exit-Entry Permit for traveling to and from Hong Kong and Macau) along with a supporting document for the proof of your address.
• As part of the verification, your ID details and proof of address submitted to us must match the details stated in your WU profile.
• We accept the below mentioned type of documents as a proof of address. Your proof of address should be dated within 3 months.
  • Utilities / Electricity bill
  • Water bill
  • Cable/TV bill
  • Home/Mobile phone bill
  • Natural gas bill
• If you do not have any of the above documents as your proof of address, you may upload an additional official government-issued ID that is different from the primary ID document.

This will be subjected to our approval. In certain cases, Western Union may refuse the registration.

Only one registration is possible with a valid identification document and email address.

You can register and send up to 7,500 HKD without verifying your identity. However, when you send money at an agent location, please keep a valid photo ID handy as some agents might ask for it.

If you forgot your User ID, password, repeatedly entered incorrect details or your profile is locked, please follow the online instructions to retrieve the details, or contact us.

You can change your password on the Profile Overview page after your log in. Select Edit profile from the menu on the right to change your password. You will be asked to enter the old password before choosing a new one.

If you wish to cancel or delete your profile, please contact us.

On the ‘Forgot password’ page, provide your registered mobile number and request for a security code. Enter the 4-digit security code that you’ll receive on your mobile number, answer a quick security question, and you’ll be able to create a new password.

There may be a technical error or a network issue due to which you didn’t receive a security code. In such case, you can still reset your password using the password reset link sent to your registered email ID.

Currently, the security code can be requested only on a Hong Kong mobile number. If your registered mobile number is from a different country, we suggest you reset password using the password reset link sent to your registered email ID.

It’s possible that your phone number is associated with multiple profiles due to which you are getting an error. For security reasons, you cannot reset password with a phone number associated with multiple profiles. In this case, we suggest you reset password using the password reset link sent to your registered email ID. You can update a new phone number by visiting your profile and can reset password with this new number in the future, if required.

The security question adds an extra layer of protection to your profile. This question is used to verify your identity to help protect you against an unauthorized user gaining access to your profile.

Your registered phone number needs to be a mobile number to receive the security code for resetting the password. In such case, we suggest you reset your password using the password reset link sent to your registered email ID.

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 assignment
• 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.

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 contact us or visit the nearest agent location.

Western Union will never send you emails to ask for your user ID, password, or credit card details.

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, a receiver in Hong Kong may be required to give the answer while 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 some cases, we’ll pay the receiver whenever the receiver shows proper identification, even if he or she does not know the answer to the question.

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.

Please contact us immediately for assistance with the details of a transfer 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 email solicitation.

• 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.
• Read and find out more information on how you can protect yourself from fraud.

• Yes, we continue to serve our customers and operate globally. Given the current situation, we encourage those in affected areas to send or receive money using our mobile app, or westernunion.com.
• Please note that our agent locations in areas with a high concentration of COVID-19 outbreaks may close their businesses temporarily or may have updated operating hours. Be sure to check our agent locator for current hours of operation. You should also consider calling before visiting to confirm availability of services and open hours.

We are sorry for the inconvenience. Given the ever-changing situation, we recommend those experiencing local restrictions due to COVID-19 visit westernunion.com or use our mobile app to send transfers for payout directly to a bank account or a digital wallet.

Your transfer will be available for 30 days. After this time, your sender will have to contact our Customer Care to restart the transfer or cancel the transfer for refund.

For security reasons, only the designated receiver can pick up a transfer. However, you can ask your sender to contact our Customer Care to cancel that transfer and start a new one. Your sender can then transfer money online directly to a bank account or a mobile wallet, if available.

Please be aware of the risk of fraud and phishing, especially during this time, and take extra caution when sending money:

• Don’t send money for loan or credit card fees, customs, or shipping fees.
• Don’t send money to someone you haven’t met in person.
• Be suspicious of businesses without a verified street address.
• Don’t pay for an item or service with a money transfer to an individual.
• Be suspicious about transferring money for charity and ask a representative for an ID.
• Think twice before sharing your financial information.

Please visit our Fraud awareness page to learn more and check current Coronavirus-related online scams.

We have no reason to believe that banknotes are more likely to spread viruses like Coronavirus than any other surface. The guidance from the World Health Organization remains that basic hygiene is the best possible defense against Coronavirus.

Western Union and the Western Union Foundation launched a  $1M USD global appeal and is accepting donations through May 15^th Western Union and the Western Union Foundation will match up to $500,000 USD in donations to go toward supplies, equipment, and frontline medical aid. Donate here.

• Our goal is to keep our digital and retail services operational across the world, while abiding by local regulations and guidelines.
• We are constantly improving our services, such as adding new ways to speed up the ID verification process and offering a home delivery feature in some countries.
• Given the ever-changing situation, we recommend those experiencing local restrictions due to COVID-19 visit westernunion.com or use our mobile app to send transfers for payout directly to a bank account or a digital wallet. This service is currently available in more than 100 countries.

An amount of over 15,000 USD is considered a large amount money transfer.

You can transfer up to 50000 USD/ EURO (or local equivalent) from United Kingdom, France, Germany, Australia, Hong Kong, or the United States when sending from your bank account directly to the receiver’s bank account. The limit may not be available for all receiver countries and is subject to restrictions based on various factors.

In most other countries, the limit is 5,000 USD/EURO (or local equivalent) when sending money from one personal bank account to the other. However, some agent locations and/or countries might have certain restrictions. They vary depending on the payment method, sending and receiving countries, and other factors.

There are no limits to sending multiple large amount money transfers over any time frame. However, Western Union policy defines certain thresholds to monitor the customer’s total money transfer activity during a respective period. If a customer exceeds these thresholds, we may ask for additional information to comply with internal policies and regulations. These thresholds may vary depending on the sending customer’s country of residence and the country where the money is sent.

You can send and receive large amount money transfers online on wu.com or the Western Union app at your convenience 24/7.

To send a large amount money transfer, simply follow the steps to fill in the required money transfer details, such as destination country, your receiver’s name, send amount, and select the payment method.

To meet our regulatory and compliance obligations, we may sometimes collect additional information and/or documents: which will include documents to validate your occupation and the source of funds.

To find out the estimated fee and currency exchange rates for your online money transfers, click Estimate Price and fill in the required fields, such as your receiver’s country and send amount.

The money is deducted from your bank account once you submit and authorize the money transfer.

The delivery time varies, depending on the sending and receiving countries, payment, and payout methods selected.

To create a better service for you while complying with local and international regulations, each money transfer goes through different layers of security, and you may receive a call from us requesting further information and/or documentation.

You can refer to our Terms and Conditions for more information.

Western Union uses the latest technology to ensure convenient and reliable online money transfers. We operate according to the local and international regulations and compliance programs to protect our customers.

For the best experience when using Western Union, we recommend our customers to make sure their contact information is up to date on their online banking and Western Union profile.

Identity verification is independent of large amount money transfers. A customer can only send a large amount money transfer if they have already been verified by Western Union.  Refer to the below links for country-specific Know-Your-Customer/ID verification requirements:

France, United Kingdom, Germany, Australia, Hong Kong, United States

At certain threshold, before you can send a large amount of money transfer, we need to request additional documentation to verify the source of your funds. It is required to meet our regulatory obligations and internal policies, which allow us to serve you better, speed up the transfer process and protect your money.

You don’t need to send any documents in advance. If Western Union asks you to provide any additional documents (such as proof of source of your funds), you will be provided with directions at that time.

Please make sure the documents aren’t damaged, illegible, or expired and letters, numbers, signs, and security features are clear. When taking a digital photo of your document, please ensure that all four corners are visible and that there is no glare or other obstruction, the lighting is sufficient, and the letters are not blurred or too faint.

We will let you know which documents need to be provided to prove the source of your funds and validate its legitimacy.

Once Western Union asks you for specific documents during a call or via email, please make sure to provide the required document(s) only.

Providing accurate documents that validate the legitimacy of the funds you intend to transfer in a timely manner helps us to speed up the verification process.

We will send you an email requesting additional documents and directions on how to send them. You need to provide the correct documentation within the stipulated time, or your money transfer will be cancelled.

We use organizational, technical, and administrative safeguards to secure your personal information. All information sent to us via email or uploaded online is stored electronically and password-protected and is only accessible by authorized personnel.

Yes, you can cancel your money transfer if it hasn’t been deposited. It may take up to 7 business days from the day the refund was issued for the funds to show in your account, depending on your bank’s refund-processing practice.

For general information, get in touch with us through the Contact us section at westernunion.com.

You can expect a call or an email from Western Union within 30 minutes of initiating a large amount money transfer.

If you miss our call, we will send you an email asking you to call us back within 24 hours. Always make sure to check your email after initiating a large amount money transfer.

You don’t need to get your documents translated. You can send them to us in the original language.

Once we receive the required documents from you, they will be processed within 30 minutes.

Unfortunately, sometimes we may not be able to approve a large amount money transfer you intended to send.

These situations may include, but are not limited to, the below reasons:

• We are not able to validate that your source of funds supports your money transfer activity.
• The provided documents do not contain the required information.
• We couldn’t verify the authenticity of the documentation provided.
• The provided documents were illegible, blurry, obscured, expired, or not recent.
• We couldn’t establish you have sufficient funds to send a large amount money transfer.

If the documents provided are incomplete and/or rejected, you will receive an email notification. You will need to provide the correct documentation, or your money transfer will be canceled.

You need to verify your identity to send 7500 HKD or more per transfer.

With an online transfer

1. Log into your profile and initiate a transfer of 7500 HKD or more. If you don’t have a profile yet, create one on our mobile app or westernunion.com.
2. Confirm your details on the Complete your profile page and select Continue.
3. Provide additional identity information and select Continue.
4. Select Hong Kong ID or passport. You can select other documents from the list, but it might take us a bit longer to verify your identity.
5. Choose Upload now.
6. Confirm your details by selecting Confirm and continue.
7. If requested, take a clear selfie and save it.
8. Review your details and accept the terms and conditions.
9. Click on send to generate a receipt with your tracking number (MTCN).
10. Your transfer will be sent as soon as the verification is complete. If the verification takes longer, you can continue the transfer later from your history page.

We may take 30 minutes or more to verify your identity. If we need additional information, we’ll reach out to you.

Tips

Please make sure:

• Your picture, date of birth, expiration date and other details are clearly visible on your ID.

• All your Western Union profile details should match those on your ID.
• Your documents are in PDF or JPG formats.
• If you are uploading a travel document, upload it along with a proof of address document, if requested.

• Hong Kong ID
• Passport
• Macau resident identity card
• Mainland travel permit for Taiwan residents
• Taiwan travel permit for mainland residents
• Seaman’s identity document
• Permit for residents of Macau
• Exit-entry permit for traveling to and from Hong Kong and Macau

If we need additional information from you, we’ll reach out to you.
Tip: File must be clear and format must be PDF or JPG.

To protect our customers, we review every money transfer to make sure it’s safe. For a variety of reasons, we may ask you to provide us with more information before we can allow you to continue using our services.

We need additional information to understand why you use Western Union and the relationship between you and the person or entities you’re transacting with. The more information you provide, the quicker we’ll be able to complete your request.

To have access to our services again, follow the steps below:

1. Gather the required documents. Please note that these will vary depending on your reason for using Western Union and your relationship to the person or entities you’re transacting with. At minimum you must be prepared with your government-issued photo ID, documents that relate to your purpose for using Western Union, proof of the source of the funds, and any additional documents that may provide support for the answers provided on the questionnaire. For more information, go to Help section at westernunion.com.
2. Go to westernunion.com/gcr and start the customer questionnaire.
3. Complete the customer questionnaire:

• Personal information:
  – Provide your first, middle (optional) and last names as they appear on your ID.
  – Share your current email, physical address and mobile number. Please make sure you provide an active email address for communication purposes.
  – Specify your country of birth.- Select your occupation and provide additional clarification if needed.
  – Enter a recent tracking number (MTCN) if available.
  – Upload a copy of your valid government-issued photo ID.

• Relationships:
  – List people or entities you’ve transacted with using Western Union.
  – For each person or entity, enter the full name, relationship, purpose of transaction and upload supporting documents.
• Source of funds:
  – Choose the source of funds from the drop-down list and upload supporting documents.

• Third party details (if you are transacting on behalf of someone else) (if applicable):
  – Explain the purpose of transaction(s) and your relationship to the third party.
  – Provide the details related to the third party.
• Fraud (if applicable):
  – Indicate if you’ve been a victim of fraud or
  – If yes, share a brief description of what happened.

4. Review the accuracy of the information you provided.
5. Select Submit questionnaire to complete the process.

a. Valid government-issued photo ID is needed to verify your identity.

• Examples: passport, driver’s license, national ID.

b. Source of funds is needed to make sure that the money transfers are not related to illegal acts and correspond to the nature of your activity.

• Examples: at least the latest 3 months of bank statements, at least the latest 3 months of pay slips, employment contract with salary, loan papers, sale agreement, winning receipt, tax return statement, etc.

c. Purpose of money transfer or intended use of money is needed to understand the basis for making the payment and the type of relations between the sender and the payee.

• Examples:
  • Personal remittance/family support – the following documents are suitable to prove relationship: pictures with persons you transacted with, marriage certificate, counterparty’s birth certificate, counterparty’s government issued ID, etc.
  • Business remittance/payment for goods/services – bills, receipts, sale or purchase agreements, etc.
  • Education – evidence of tuition fees, etc.
  • Medical expenses – hospital bills, pharmacy receipts, health insurance premiums, etc.
  • Charity support – written acknowledgment from the charity, etc.
  • Purchase home – purchase agreement, mortgage documents, etc.
  • Gift – receipts, etc.
  • Travel expenses – travel tickets, hotel bookings, etc.

d. Third party activity (sending or receiving money on behalf of individual or business) information is needed to understand the purpose and nature of your relationship with Western Union.

• Examples: business registration documents, letter of authorization by the company or notary, bank statement showing access to third party funds, etc.

After we’ve received your completed questionnaire and required documentation, we’ll email you a response within 3 business days.

In case we have additional questions, we may contact you via the email address provided in the questionnaire.

We’re committed to the security of your personal information. We use organizational, technical and administrative safeguards that comply with applicable government laws and regulations to secure your personal information. We also restrict access to the personal information that we process to only our employees, agents and representatives that have a business need to know it. For more information, read our Terms and Conditions and Online Privacy Statement.