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 our Customer Care at +94 011 5529999 or +94 011 5529998 (Monday to Friday, 8 am to 8 pm; weekends, 9 am to 6 pm).

Who uses Western Union money transfer services?

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

Who are Western Union® agents?

Western union agents 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.

What documents can I use to send money in Sri Lanka?

You’ll need to present a valid government-issued photo ID such as your passport, as well as a Sri Lanka-issued work permit if you’re an expat worker in Sri Lanka. Acceptable IDs are subject to the banking laws and regulations of Sri Lanka.

How do I send money from an agent location?

Once you get to our agent location, you will be asked to provide some information like your receiver’s first name, last name, the amount you wish to send, and the country you are sending to. You must also provide the agent with your passport and Sri Lanka-issued work visa. Then just give the agent the total amount you wish to send, plus the applicable fees.

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

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

Finding an agent location in Sri Lanka is easy. Go to our agent locator tool.

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

You can send up to 80,000 LKR per month, as per the regulations.

How are money transfers paid out to receivers?key

Money transfers from Sri Lanka are generally paid out in cash, but can also be sent directly to a bank account.

Restrictions may apply. Please contact a Western Union agent to get more information about the restrictions.

How can I know the status of my money transfer?

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.

Can I send money at any time at an agent location?

Each Western Union agent location determines its own hours of operation. Some have extended hours and are open during weekends. Find a nearby Western Union agent location with our agent locator tool .

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 approximate amount that was sent
  • The tracking number ( MTCN – Money Transfer Control Number)>
  • Acceptable ID documents are also required

For more information, please visit your nearest Western Union agent location.

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

You can go to the Track transfer page at wu.com. Then type in the sender’s name and the MTCN (Money Transfer Control Number). You’ll get an update on the latest status of your money transfer. You can also call our Customer Care at +94 011 5529999 or +94 011 5529998.

What documents can I use to pick up money in Sri Lanka?

You’ll need to present the following government-issued photo IDs to receive money at an agent location in Sri Lanka.

For residents (any one):

  • Passport
  • Sri Lanka-issued identification card
  • Driving licence with photo

For non-residents:

  • Passport along with a valid visa or work permit

Acceptable IDs are subject to the banking laws and regulations of Sri Lanka.

How does a Western Union agent pay out money transfer?

Money transfers will be paid in cash. Other restrictions may apply. For more information, please visit your nearest Western Union agent location.

How much does it cost to receive money?

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

Does Western Union need to verify my identity?

You will be asked to visit a participating agent location to pay for your transfer and verify your identity and phone number in person. To do so, you will need to present your passport along with the Sri Lanka-issued work permit for every transfer.

How long will it take to verify my identity?

After providing your agent with your passport and Sri Lanka-issued work permit, your identity will be verified and you will be able to pay right away for the money transfer that you started online.

What documents do I need to present to send money?

You’ll need to present your passport along with your Sri Lanka-issued work permit if you’re an expat worker in Sri Lanka. Please remember to carry it with you when you visit an agent location to verify your identity or to send money. Acceptable IDs are subject to the banking laws and regulations of Sri Lanka.

What are the agent locations for identity verification in Sri Lanka?

You can find all the agent locations for ID verification here.

Introduction to consumer protection

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. 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.

Someone claiming to be from Western Union emailed 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’s Customer Service Center . Western Union will never send you emails 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 Sri Lanka.

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

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 Sri Lanka.

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 transfer that you believe was sent for fraud, or you could call our fraud hotline number at 1-800-102-7111. 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.

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.
  • Get more information about how to protect yourself from fraud.
What are Western Union agent locations?

Agent locations are places where you can transfer money using Western Union. Agent locations may be in supermarkets, grocery stores, check cashers, mailbox centers, drug stores, travel agencies, depots, and other retailers. In some countries, they may be in banks, travel agencies, post offices, airports, train, and bus stations, and currency exchange offices.

How can I find a nearby Western Union agent location?

Use this link to find an agent location near you.

How do I send money from a Western Union agent location?

You’ll need to provide a valid photo ID such as your passport along with your Sri Lanka-issued work permit if you’re an expat worker in Sri Lanka. You will also need to provide your money transfer details and the amount you wish to send, plus the applicable fees, in cash.

Which transfer service is offered at Western Union agent locations?

Western Union agent locations offer the ability to send and receive money around the world using cash.

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

You can send up to 80,000 LKR per month, as per the regulations. However, for certain amounts and transfers, you may be required to provide additional information or documentation as follows:

  • Passport of native country
  • Sri Lanka-issued work permit

Acceptable IDs are subject to the banking laws and regulations of Sri Lanka.

What is Home Delivery?

Home Delivery is a way for you to receive cash without leaving home. As the government implements COVID-19 restrictions on movement to ensure safety of residents, Western Union and MMBL Money Master will deliver money to receivers directly at their houses. Please note that the Home Delivery service will be available Monday to Saturday from 8 am to 5 pm, including the lockdown period.

How does Home Delivery work?

Once the receiver gets notified by the sender that the money transfer has been sent, they can contact the MMBL Money Master call center number – 011 552 9999 or 011 552 9997, to identify the nearest MMBL Money Master branch. Receiver can then contact the nearest location via phone, e-mail, WhatsApp and provide the following mandatory details to the agent:

  • MTCN
  • Receiver’s name
  • Sender’s name and country
  • Amount sent

Once the details are obtained and verified, a representative will arrive at the receiver’s residence with the money between 24 and 48 hours. Before handing over the money, the representative will verify the receiver’s original ID. After successful verification, the representative will hand over the money, and obtain signatures on the transfer receipt.

Does my sender need to do anything for Home Delivery?

No. Your sender only needs to transfer the money to you and provide you with the transfer details.

Are there extra fees associated with the service?

Western Union will not charge for any Home Delivery service fee. The agent may charge a fee. They will explain the fee for this type of service to the receiver if applicable.

How long will it take for my money to arrive?

While the time may vary, most transfers should arrive at the receiver’s home between 24 and 48 hours.

Who can I reach out to if I have questions?

You can always reach Western Union’s Customer Care or contact the numbers below:

MMBL Money Master call center – 0115529999 or 0115529997

Why am I unable to use Western Union services after receiving the message “Additional info needed, go to westernunion.com/gcr”?

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.

Why do I need to provide additional information?

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.

How can I use Western Union services again?

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 scam.
    – If yes, share a brief description of what happened.
  1. Review the accuracy of the information you provided.
  2. Select Submit questionnaire to complete the process.
What documents are suitable and why does Western Union need them?

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.

What happens after I provided the additional information?

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.

Are my documents safe?

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.