Frequently Asked Questions

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.

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.

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.

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

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.

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.

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.

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

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.

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).

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.

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 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.

We’re sorry to see you go. Please note that you will lose your existing MyWU points (if any) by taking this step and your complete transfer history will be erased. To delete your profile, contact our Customer Care.

To log into your Western Union profile, please follow the steps below:

1. Select Log in.
2. Enter your registered email address and password.
3. Choose Continue or Log in to proceed. 

If you forget your password, you can reset it by choosing Forgot password.

Follow the steps below to change your password:  

1. Log in to your profile. 
2. Choose Reset password.
3. Enter the new password and select Save.

Follow these steps to update your postal address and phone number:

On our website or the Western Union mobile app:

1. Log in to your profile.
2. Select your name from the menu at the top. 
3. Enter your new postal address and phone number. 
4. Select Save or Update to confirm the changes.

If you are a new user, you can register with Western Union via our website or mobile app.

Steps to register on our website or app:

1. Select Join now.
2. Enter the required details.
3. Verify your email address.
4. Log into your new profile.

To add a new payment method, please follow the steps below: 

On our website: 

1. Log in to your profile.
2. Go to the Payment preferences section.
3. Select Add new credit or debit card. To add a bank account, choose Bank accounts and log in to your bank account online.
4. Enter your card or bank account information and select Save.

On our mobile app: 

1. Log in to your profile.
2. Select Profile from the menu.
3. Select Payment options.
4. Add a new debit card, credit card, or a new bank account.

¹ Credit card issuer may charge an additional fee and other associated interest charges. Use a debit card to avoid these charges.

1. On the website, log into your Western Union profile.
2. Click the Menu icon and select Settings from the dropdown.
3. In the Information sharing section, select the check box.
4. Select Save changes.

Follow the steps below to update your email address:

1. Log into your profile.
2. Enter the new email address and select Save to confirm the changes.
3. Verify your email address.
4. Select continue.

After you’ve successfully updated your email address, use the new email address to log into your Western Union profile. 

Note: The option to update your email address is not yet available on the mobile app.

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 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.