Frequently Asked Questions Thailand

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

Western Union agents are our representatives in the different countries you 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.

Finding an agent location in Thailand is easy, go to our agent locator tool.

Once you get to our agent location, you will be asked to provide some information:

• Your receiver’s first name and last name.
• The amount you want to send.
• The country you are sending to.
• Your government-issued ID or passport.

After presenting all that information you can give the agent the total amount including the applicable service fees. Your money then will be available in minutes to your receiver after the transfer is completed.

You need to present any official government-issued ID or a valid International passport, Thai National ID card, Thai driver’s license, other Thai government issued ID, Civil Servant ID, Alien card. to send money at a Western Union agent location. Acceptable IDs are subject to the banking laws and regulations of Thailand.

You can send up to 250,000 THB per transaction.

Money transfers sent to an agent location will generally be paid in cash. After you’ve chosen your destination country, you may ask the agent for the types of services available to you.
Other restrictions may apply. Please contact a Western Union agent to get more information about restrictions. You can also call Westernunion.com customer service center at Toll-free number: 001-800-852-5385 or send an email to CustomerService.Asia@westernunion.com

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 receipt

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.

Western Union agents in Thailand provide options to send money online. Our bank partners Bank Of Ayudhya and Krung Thai Bank have integrated Western Union into their online services. ATM services are offered by: Thanachart Bank, Bank Of Ayudhya, Krung Thai Bank.

If you want to send money online, you will need to pre-register online at one of the bank partners websites – Bank Of Ayudhya and Krung Thai Bank. After you are successfully registered, you will get a confirmation from the agent and will be able to make a money transfer online. If you are already registered, you will need to log in to your account, look for WU money transfer services, enter receiver’s name, select sending currency, specify amount and select transfer purpose.
Our agents that offers online money service: Bank Of Ayudhya
Krung Thai Bank

If you want to use ATM service, you will need to pre-register at one of our bank agent’s location. In pre-registration form you can create list of receiver’s name and countries. After you are successfully registered, you will get a confirmation from the agent and will be able to make a money transfer on ATMS. ATMs are available 24/7.

If you have an active account with one of Western Union’s participating bank agents that offer ATM service, just visit the nearest ATM, insert your card, look for the WU money transfer services, Choose receiver’s name from the list, specify amount and select transfer purpose.

Our agent that offers ATM money service:

Thanachart Bank
Bank Of Ayudhya
Krung Thai Bank

If you want to send money on your mobile phone, you will need to pre-register online with our agent. After you are successfully registered, you will get a confirmation from the agent and will be able to make a money transfer with on our bank agent’s mobile application.

Sending limits are determined by your bank.

Your online bank or ATM receipt will show whether your transfer has been approved.

A sender may request cancellation of a money transfer only if it has not been collected by a receiver in the destination country.
If you wish to cancel your money transfer sent via Omni Channel, please approach the respective agent.

You need to present any official government-issued ID or a valid International passport, Thai National ID card, Thai driver’s license, other Thai government issued ID, Civil Servant ID, Alien card to pick up money at a Western Union agent location. Acceptable IDs are subject to the Banking laws and regulations of Thailand.

You can go to “ Track a transfer” at wu.com or on the Western Union app. There you can type in the sender’s name and the money transfer control number (MTCN) and you’ll get an update on the latest status of your money transfer.

You can also call Westernunion.com customer service center at +66 20 79 1171 (from 10 a.m. to 8 p.m.) or send an email to westernunion@central.co.th

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 amount that was sent.
• The tracking number ( MTCN – Money Transfer Control Number).
• Acceptable IDs are also required.

For more information, please visit your nearest Western Union agent location, or call Westernunion.com customer service center at +66 20 79 1171 (from 10 a.m. to 8 p.m.) or send an email to westernunion@central.co.th.

Money transfers will generally be paid in cash. Other restrictions may apply. For more information, please visit your nearest Western Union agent location, or call Westernunion.com customer service center at +66 20 79 1171 (from 10 a.m. to 8 p.m.) or send an email to westernunion@central.co.th.

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.

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 Care Center toll free number 001800 852 5385, or write and email to CustomerService.Asia@westernunion.com.

Western Union will never send you e-mails 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, 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 Thailand.

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 Thailand.

You should immediately visit our agent location for assistance with a transaction 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 e-mail 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.
• For more information about how to protect yourself from fraud, click here.

Registration is required for most of our services. When you visit wu.com or the Western Union app for the first time you’ll need to complete the profile registration form and follow these steps:

• Enter your name, last name, middle name (if applicable) and your phone number.
• You will receive a one-time verification code to your mobile phone.
• Fill in the online registration form  with the following information: full name, full address, date and country of birth, nationality, gender, occupation, your government-issued ID type, expiration date and ID number. When an expired ID is detected, you will be required to provide a new one.
• Once you have successfully registered online, you will be asked to accept the Terms and Conditions for our online services.
• After your profile is created, you will need to go through one-time verification in person at one of Central Department Store locations. Learn more about it.

No, it’s free to register.

Anyone who meets the following conditions, can use our online money transfer service.

• Residents should have a passport or a valid government-issued ID.
• Must be at least 20 years old.
• Must accept the terms and conditions for using our services.
• Must have a Thailand issued credit or debit card or bank account.
• Must have a valid Thailand issued phone number.

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

You can change or update your WU profile information from the “Profile overview” tab after you log in.

If you require to change your name, last name or date of birth, simply visit your online profile and edit that information. Please note that after changes your profile will require repeat verification at agent location. If you have any questions about your profile update, please contact Westernunion.com customer service center at +66 20 79 1171 (from 10 a.m. to 8 p.m.) or send an email to westernunion@central.co.th.

Your User ID is your phone number. If you forgot your password, you can select the “Forgot password” option and a new password will be sent to your phone number. If you repeatedly entered incorrect details or your profile is locked, please try to log in to your profile after 30 minutes or contact Westernunion.com customer service center at +66 20 79 1171 (from 10 a.m. to 8 p.m.) or send an email to westernunion@central.co.th.

You can change your password or mobile phone number on the “ Profile overview” page after you log in. Please select “Edit profile” from the right-side menu and change your password. For online registration, you can use only one phone number. If you have any questions please contact Westernunion.com customer service Center at +66 20 79 1171 (from 10 a.m. to 8 p.m.) or send an email to westernunion@central.co.th

Yes, before making your first online transfer, you will need to verify your profile.

Once you have successfully registered online, you will be asked to visit one of the Central^® locations and verify your identity in-person . In-person identification requires Sender’s Full Name, ID type, ID Number, ID Issuer, Date of Birth, ID Expiration Date, ID Issue Date, Country of Birth, Nationality, Address

After you present a valid government-issued ID at one of the Central^® locations, you will receive a confirmation via SMS that your profile has been verified. If you need to send money before your verification is completed, please visit a Western Union agent location.

Please present a valid identification document at Central location during your verification process.
Acceptable ID documents for Thai residents are: Thai National ID Card, Thai Driver’s License, Other Thai Government Issued ID, Civil Servant ID.
Acceptable ID documents for non-Thai residents are: International Passport, Thai Driver’s License, Alien Card.

You can find the nearest location to get verified in person here.

With the ‘Start online and pay in store’ service, you could get access to lower transfer fees than if you directly started the transfer at an agent location. This is how it works:

• Go to wu.com
• Register and create an online profile
• Start a money transfer online
• Choose “Pay in cash” as the payment method
• Visit a participating agent location and pay for the transfer
• An MTCN will be generated- share it with your receiver for cash pickup

When you start a money transfer at wu.com, the exchange rate¹ available at that time will be the one that’s ‘locked in’ for 24 hours. Once you get to the agent location to pay the amount you wish to transfer, the exchange rate will be the same as what was available at the moment you started the transfer online.

When you start a transfer at wu.com, you won’t need to fill in any forms when paying for it at a participating agent location. That means that you won’t need to stay in line at the agent location saving you time.

Find all countries you can send money to at wu.com.

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

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

You will be asked to provide the following documents to complete the transfer:

• Your mobile phone number
• The same government-issued ID you used to create your online profile
• The complete amount plus the applicable fees

Once all the steps for your online transfer are completed, a confirmation screen will pop up right away. After you visit a participating agent location and pay for your transfer, an MTCN will be generated and you will be given a receipt. After this, the funds will be sent. The receipt is the confirmation that your money transfer has been sent.

Remember to share the MTCN with your receiver, as they will need it to pick up the money. When your receiver collects the money, you’ll get an SMS confirmation message or an email.

You can only cancel a ‘Start online and pay in store’ transfer if the money has not been collected by the receiver in the destination country, or if the transfer is automatically cancelled after no payment has been received within 24 hours.

If you wish to cancel your online money transfer, please call Western Union Customer Care.

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

The money transfer control number (MTCN) is a unique code assigned to your transfer. When you start a money transfer online, you will receive the MTCN at the agent location on your receipt.

Your receiver will need this number when they pick up their money, and it can also be used to track your transfer. Do not share this number with anyone other than your intended receiver.

Online ID verification is a process we follow to verify our customers’ identity. After you’ve registered your Western Union profile, you can choose to verify your identity through Online ID verification by just uploading your valid ID document and your selfie. After your profile is successfully verified, you will be able to start sending money.

Thai citizens:

1. Fill in the online registration form and provide us with your following information:

• Full name
• Full address in Thailand
• Phone number
• Email address (optional)
• Country and date of birth
• Government-issued national ID card details
• Nationality

2. Select the Online ID verification
3. Enter the following details:

• The expiration date of your government-issued national ID card
• Your first and last name in the Thai language exactly as it appears on your government-issued national ID card
• The laser code exactly as it appears on the back of your government-issued national ID card

4. Wait for a few seconds to verify your ID details.
5. Take a picture of the front and back of your government-issued ID.
6. Take your selfie using your smartphone’s camera or a webcam within the margins shown on the screen and keep your face still to get a clear image. (Follow the onscreen instructions.)
7. After uploading the ID document and your selfie, wait for a few seconds for the system to perform the necessary checks.
8. After the checks are performed, it may take up to 24 hours to verify your identity. After your profile is verified successfully, you’ll receive an SMS.

Non-Thai citizens:

1. Fill in the online registration form and provide us with your following information:

• Full name
• Full address in Thailand
• Phone number
• Email address (optional)
• Country and date of birth
• Valid passport details
• Nationality

2. Select the Online ID verification
3. Review the ID document details provided during registration and accept the terms and conditions.
4. Take a picture of the first page of your passport.
5. Take your selfie using your smartphone’s camera or a webcam within the margins shown on the screen and keep your face still to get a clear image. (Follow the onscreen instructions.)
6. After uploading ID documents and your selfie, wait for a few seconds for the system to perform the necessary checks.
7. After the checks are performed, it may take up to 24 hours to verify your identity. After your profile is verified successfully, you’ll receive an SMS.

For Thai citizens, only the government-issued national ID card is accepted for verification using online ID verification.

For non-Thai citizens, only a valid international passport is accepted for verification using online ID verification.

If you’re a Thai citizen, you need to enter your name only in the Thai language using a Thai keyboard or keypad, as your name will be matched and verified with a database. The database has your name in the Thai language.

It may take up to 24 hours to verify your profile information.

Your online ID verification may be rejected due to any of the following reasons:

• Your selfie is not clear or is blurred.
• The information in your documents does not match the information you entered to create your profile.
• Your passport is not valid.

You can get verified through physical verification at our agent locations.

To ensure a successful online ID verification, it is important that you submit a clear photo of yourself for verification. You must also submit a clear photo of your valid passport.

Here are some tips to capture a clear selfie:

• Do not wear a cap, hat, glasses, or a scarf that may cover your face.
• Pick a spot where light will fall on your face and not behind you. Otherwise, the image may appear dark.
• Stand still to avoid blurring of your photo.
• Keep your face still, your eyes open, and smile for the camera.
• Make sure your whole face is visible within the margins shown on the screen.
• For best results, follow the onscreen instructions while clicking your selfie.

This may be due to a technical error. Please log out from your profile and log in again to retry scanning your ID and taking your selfie.

After your profile is verified, you can send up to 100,000 THB (approximately 1,664 USD) per transfer.

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 scam.
  – 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.