Frequently Asked Questions

1. Log into our Western Union app or website.
2. Choose your destination country.
3. Enter the amount.

You can send money online in the following ways:

• Using bank transfer¹
• Using a debit or credit card
• Starting online and paying cash at an agent location
• Using your Hong Kong Tap & Go Wallet

Learn more about how to register and how to send money online.

1. Credit card or debit card

With a Hong Kong-issued credit card or debit card, you can send money for cash pickup in minutes² or directly to a bank account³ within 24 hours.²

Note: A card-issuer cash advance fee and interest charges may apply.

2. Mobile wallet

If you pay for your transfer with a mobile wallet such as your Tap & Go wallet, you can send money for cash pickup in minutes² from the Western Union app or website.

Your receiver can pick up the cash at a nearby Western Union agent location or get money directly in their bank account or wallet.

The money is usually deposited to a bank account within 24 hours².

3. Bank transfer

If you pay using your bank account, make sure you include the provided EB number {EBXXXXXX} and the exact amount in HKD as per our payment instructions.

Generally, we receive your payment within 1 business day and start processing your transfer.

Tip: Please use your personal bank account and not a business account.

You can send money to more than 200 countries with Western Union from Hong Kong. Check all the locations available to you for a money transfer.

Your receiver can pick up the cash at any Western Union agent location around the world.

You can pay for your online money transfer with a Hong Kong-issued credit or debit card only. A card-issuer cash advance fee and related interest charges may apply.

You can also make a bank transfer and pay via your personal internet banking account.

You can pay with your Tap & Go wallet from our Western Union^® app or website.

Receivers can get the money in the local currency or USD, depending on the receiver’s country.

You can only make minor spelling corrections to the receiver’s name on your money transfer if the money has not been picked up.

To avoid any transfer delays, make sure you enter your receiver’s name exactly as it appears on their government-issued ID.

Changes are allowed only on regular money transfers. You cannot make changes to money orders, bill payments, bank transfers, prepaid money transfers, or mobile money transfers.

To make a major change to your receiver’s name, you’ll need to fill out the self-service form. The form applies to both in-person and online transfers.

If the changes are minor, follow these steps:

1. Visit our website or app.
2. Once you log in, you’ll see your Recent activity.
3. Select a transfer you want to edit and then choose Show details.
4. If your money transfer is eligible for a name change, you’ll see an Edit receiver’s name option.

If you cannot find the Edit receiver’s name option, please fill out the self-service form or contact Customer Care.

You can send up to 392,000 HKD online per transfer, if you are sending money from a bank account to your receiver’s bank account.

If you need to send more, please visit an agent location.

Note: The sending limit will depend on the payment and receiving method combination.

Some card issuers may charge additional fees for using our services. For more information, contact your card issuer.

Verified by Visa^® and MasterCard SecureCode^® help prevent unauthorized online use of cards. These services use personal passwords or identity information and are available for most cards from participating financial institutions.

After your card is activated, your card number will be recognized whenever it is used at all the participating online stores. A window will automatically appear, and your card issuer will ask for your password. You need to enter your password and complete your purchase.

If you haven’t activated Verified by Visa^® or MasterCard SecureCode^®, it can still be used on our site.

Your online receipt will show if your transfer was approved.

If we need more information to approve your transfer, we will contact you. When the transfer is complete, you will get an email with your tracking number (MTCN).

Use the Track a transfer option on our website. You will only need the tracking number (MTCN).

You can also check the details of your transfer on the History page on the Western Union mobile app or website.

An online money transfer can be canceled only if the money is not already picked up or deposited to your receiver’s account or when the payment is incomplete.

To cancel your money transfer, contact Customer Care.

We will send a receipt to your registered email address after your transfer is complete. You can also check the details of all your transfers on the History page on the mobile app or our website.

The tracking number (MTCN) is a unique 10-digit number assigned to your transfer. When you send money online, you will get this number on your money transfer receipt. Your receiver will need the MTCN when they pick up their money, and it can also be used to track your transfer.

Important: Please do not share this number with anyone other than your receiver.

Please contact Customer Care for a refund. You need to provide your money transfer details, including the 10-digit tracking number (MTCN).

You may be asked to share your bank statement. To do so, you will need to email us a PDF image of your statement, clearly showing your name, bank name, account number and transfer details and call Customer Care.

After creating a request, you’ll get a new tracking number (MTCN) to track the status of your refund. You will also get the refund status on your registered email address.

If you’ve paid for your money transfer using your Tap & Go wallet, we’ll refund the money directly to your wallet within 7 business days.

After we receive your refund request, your money transfer details will be verified and your request will be processed. We usually take less than 5-7 business days for the validation and generation of a new tracking number (MTCN). You can use this MTCN to pick up your refund.

Western Union does not store your bank account details due to the bank’s policy.

You can pick up your refund at any Western Union agent location in Hong Kong.

You can make up to 5 transfers to the same receiver on Alipay wallet within a 30-day period starting from the date of the first transfer. To send more, please choose a different payment method such as bank account or cash.