Frequently Asked Questions

Send money online
How do I send money online from Hong Kong? How long does it take to send money online? To which countries and territories can I send money online? View all questions →
Send money to a bank account
How do I send money to India with UPI? What is a bank transfer? How do I send money to a bank account? View all questions →
Send money to a mobile wallet
What is a mobile wallet? How do I send money to a mobile wallet? Can I send money to any mobile wallet? View all questions →
Start online, pay in-store
How does the Start online and pay in-store service work? How can I lock the price of the transfer at wu.com? What is the benefit of the Start online and pay in-store service? View all questions →
Send money in person
Who uses the Western Union money transfer services? Who are Western Union® agents? How can I find a Western Union® agent location in Hong Kong? View all questions →
Wu mobile app
Does Western Union Hong Kong have a mobile app? Can I send money by using the mobile app? What services can I access with the mobile app? View all questions →
Tap & go wallet
How do I send money with the Tap & Go wallet? Why does the Tap & Go option show only in the Western Union® app and in the mobile browser, but not on WU.com web? How much money can I send on the Western Union® app using the Tap & Go wallet? View all questions →
Receive money
What documents can I use to pick up money in Hong Kong? How do I know if my money transfer has been received? How do I pick up a money transfer? View all questions →
Wu agent locations
What are Western Union agent locations? When are Western Union services available? How do I find a Western Union agent location? View all questions →
Registration
Why should I register at Western Union’s website? Does it cost anything to register at Western Union’s website? Who can register with the Western Union website? View all questions →
Consumer protection
Are there common fraud scenarios that I should be aware of and things I shouldn’t send my money for? Someone claiming to be from Western Union emailed me. What should I do? What is a Test Question? When is it used? View all questions →
Covid-19
Is Western Union open for business? I cannot pick up my money transfer because no agent locations are open due to COVID-19. If I can’t pick up my money transfer, what will happen to my money? View all questions →
Sending large transfers
What qualifies as a large amount money transfer? What is the limit of the amount that I can transfer through Western Union? Are there any additional checks to sending multiple large amount money transfers in a short period of time? View all questions →
Identity verification
Why do I need to verify my identity? How do I verify my identity? What are the acceptable documents for identity verification? View all questions →
Customer questionnaire
Why am I unable to use Western Union services after receiving the message “Additional info needed, go to westernunion.com/gcr”? Why do I need to provide additional information? How can I use Western Union services again? View all questions →
Money orders
Can I get a receipt for my transfer? How can I cancel my online money transfer after it was sent? How many Alipay wallet transfers can I make in a month? View all questions →
Send money
To which countries and territories can I send money online? How long will it take to refund my transfer? How can I cancel my online money transfer after it has been sent? View all questions →
Help with current and past transfers
How do I report an issue on the app or the website? If I sent a bank transfer, how can I check my transfer status? Who can check the status of a money transfer? View all questions →
Registration and profile settings
Why do I have to answer a security question? How do I update my postal address and phone number? How do I add a new debit card, credit card1 or a bank account? View all questions →