Frequently Asked Questions

You can find the answers to many of your questions below. But if you’re still missing something, please call our Customer Care at 02-8888-1200 (within Metro Manila), 1-800-1-888-1200 (toll-free via PLDT Lines), 1-800-9-888-1200 (toll-free via Globe Lines) or +632-8888-1200 (overseas calls). Our Customer Care can assist you in handling and resolving your questions or complaints about our digital services in the Philippines.

To reach Customer Care, please use Contact us page.

The Bangko Sentral ng Pilipinas (“BSP”) may also assist you with your specific questions or issues. BSP can be contacted by telephone at (02) 8708-7701 (local no. 2584) or (02) 8708-7087, by email consumeraffairs@bsp.gov.ph or by facsimile (02) 8708-7088.

Who uses Western Union money transfer services?

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

Who are Western Union® agents?

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.

How can I find a Western Union agent location in the Philippines?

Finding an agent location in the Philippines 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 like your receiver’s first name, last name, the amount you wish to send, the country you are sending to and your government-issued ID; then just give the agent the total amount including the applicable fees.

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

What documents can I use to send money in the Philippines?

You’ll need to present any one of the following identity proofs:

  • Your passport
  • Your driver’s license
  • Your Philsys ID/National ID
  • Your Professional Regulation Commission (PRC) ID
  • Your government Office/ GOCC ID
  • Your National Bureau of Investigation (NBI) Clearance.
  • Your Postal ID
  • Your voter ID
  • Your Service Insurance System (GSIS) E Card
  • Your Employment ID
  • Your overseas Workers Welfare Association (OWWA) ID
  • Your overseas Filipino Workers (OFW) ID.
  • Your seaman’s book
  • Your Social Security System (SSS) ID
  • Your student ID (for students 16 – 21 years old)
  • Your Integrated Bar (IBP) ID
  • Your Senior Citizen Card
  • Your Unified Multi-Purpose ID (UMID)
  • Your Police Clearance Certificate
  • Your Alien Certificate of Registration
  • Your Disabled Person Cert/ID NCWDP
  • Your DSWD Certificate
  • Your taxpayer ID (TIN ID)
  • Your Barangay Certification

If you’re a non-resident, you’ll just need to present your passport to send money.

Note: Acceptable identity proofs are subject to the Banking laws and regulations of the Philippines.

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

You can send:

  • Up to 7,500 USD equivalent PHP for a transfer to S.W.B (South West Border States1), USA
  • Up to 15,000 USD equivalent PHP for a transfer to all other countries

If you wish to send more, please visit an agent location. You will have to fill out a Large Principal Money Transfer (LPMT) form and transfer will be subject to approval.

How are money transfers paid out to receivers?

Money transfers will be paid in cash or will be transferred directly to the receiver’s bank account if the option is available.

Restrictions may apply. Please contact a Western Union agent to get more information about 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 or the receiver’s name and the tracking number (MTCN – Money Transfer Control Number) on the sender’s receipt

Can I send money at anytime from 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 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 track a transfer. 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 Western Union Customer Care

What documents can I use to pick up money in the Philippines?

You’ll need to present any one of the following identity proofs:

  • Your passport
  • Your driver’s license
  • Your Philsys ID/National ID
  • Your Professional Regulation Commission (PRC) ID
  • Your government Office/ GOCC ID
  • Your National Bureau of Investigation (NBI) Clearance.
  • Your Postal ID
  • Your voter ID
  • Your Service Insurance System (GSIS) E Card
  • Your Employment ID
  • Your overseas Workers Welfare Association (OWWA) ID
  • Your overseas Filipino Workers (OFW) ID.
  • Your seaman’s book
  • Your Social Security System (SSS) ID
  • Your student ID (for students 16 – 21 years old)
  • Your Integrated Bar (IBP) ID
  • Your Senior Citizen Card
  • Your Unified Multi-Purpose ID (UMID)
  • Your Police Clearance Certificate
  • Your Alien Certificate of Registration
  • Your Disabled Person Cert/ID NCWDP
  • Your DSWD Certificate
  • Your taxpayer ID (TIN ID)
  • Your Barangay Certification

If you’re a non-resident, you’ll just need to present your passport to receive money.

Note: Acceptable identity proofs are subject to the Banking laws and regulations of the Philippines.

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.

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 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 the Philippines.

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 the Philippines.

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 on 1-800-1-888-1200. 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 seemts too-good-to-be-true, it probably is.
  • For more information about how to protect yourself from fraud, click here.
Does Western Union need to confirm my identity?

You can start a money transfer online by creating a profile on Westernunion.com. Once you have successfully registered and started a transfer online, 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 a valid government-issued photo ID. Make sure you bring the same ID that you have used in your profile.

How long will it take to verify my identity?

After presenting a valid government-issued ID at the nearest participating agent location, you will receive a confirmation by phone. If you need to send money before your verification is completed, please visit a Western Union agent location.

What documents do I need to present to send money?

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

  • Passport.
  • Govt Office/ GOCC ID.
  • Driver’s License.
  • Professional Regulation Commission (PRC) ID.
  • National Bureau of Investigation (NBI) Clearance.
  • Postal ID.
  • Voter’s ID.
  • Government Service Insurance System (GSIS) E Card.
  • Employment ID.
  • Overseas Workers Welfare Association (OWWA) ID.
  • Overseas Filipino Workers (OFW) ID.
  • Seaman’s Book.
  • Social Security System (SSS) ID.
  • Student ID (for students 16 – 21 years old).
  • Integrated Bar (IBP) ID.
  • Senior Citizen Card.
  • Unified Multi-Purpose ID (UMID).
  • Police Clearance Certificate.
  • Alien Certificate of Registration.
  • Disabled Person Cert/ID NCWDP.
  • DSWD Certificate.
  • Tax Payers ID (TIN ID).
  • Barangay Certification.
  • Philsys
  • Phil ID
  • National ID

For non-residents, the documents needed are:

  • Passport.

If you started the registration process online at wu.com, please remember to carry the same government-issued ID that you used at the time of registration.

Acceptable IDs are subject to the Banking laws and regulations of the Philippines.

What are the dedicated locations for identity verification in the Philippines?

You can find all locations for physical verification here.

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 government-issued identification document, transfer details, and pay the agent the amount you want to send, plus 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 usually send up to 7,500 USD equivalent PHP to S.W.B (South West Border States1), USA and up to 15,000 USD equivalent PHP to all other countries. However, for certain amounts and transfers, you may be required to provide additional information or documentation as follows:

  • Passport.
  • Govt Office/ GOCC ID.
  • Driver’s License.
  • Professional Regulation Commission (PRC) ID.
  • National Bureau of Investigation (NBI) Clearance.
  • Postal ID.
  • Voter’s ID.
  • Government Service Insurance System (GSIS) E Card.
  • Employment ID.
  • Overseas Workers Welfare Association (OWWA) ID.
  • Overseas Filipino Workers (OFW) ID.
  • Seaman’s Book.
  • Social Security System (SSS) ID.
  • Student ID (for students 16 – 21 years old).
  • Integrated Bar (IBP) ID.
  • Senior Citizen Card.
  • Unified Multi-Purpose ID (UMID).
  • Police Clearance Certificate.
  • Alien Certificate of Registration.
  • Disabled Person Cert/ID NCWDP.
  • DSWD Certificate.
  • Tax Payers ID (TIN ID).
  • Barangay Certification.

For non-residents:

  • Passport.
What is the My WU℠ loyalty program?

My WU is a free loyalty program from Western Union.

What are the benefits of My WU℠ loyalty program?
  • Transfer fee discounts on qualifying money transfers.
  • Special promotions on money transfers.

Learn more about My WU program.

How can I earn My WU℠ points?

Earning reward points is currently disabled in the program. If you are a My WU member, we will notify you about our new rewards program.

How do I redeem My WU℠ points?

Via the My WU portal:

  1. Log in to your profile and go to My WU Rewards.
  2. Go to the Rewards section to view your reward options.
  3. Choose your reward and select Use reward.

The discount will be applied automatically to your next transfer fee.

You can use your My WU points till they expire as per My WU terms and conditions.

Why can I not earn points in the My WU℠ loyalty program anymore?

Earning reward points is currently disabled in the program. If you are a My WU member, we will notify you about our new rewards program.

Can I still redeem My WU℠ points?

Yes, you can continue to redeem your My WU points until their expiry.

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. elect 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.

1 South West Border States comprises of the below –

– California
– New Mexico
– Texas

No LPMTs to the SWB state of Arizona are allowed since the maximum payout in this state is 450 USD only. No LPMTs are allowed to Mexico based on payout amount controls too.

2 Due to local restrictions in some countries, the exchange rate can be fixed only when the money is collected.