Frequently Asked Questions

With the Start online and pay in-store service, you can fill out your money transfer details in advance on WU.com or our app, and pay for the transfer at an agent location. It may save you some time.

This is how it works:

• Go to WU.com.
• Register and create an online profile.
• Start a money transfer.
• Choose Pay in cash as the payment method.
• Visit any agent location in Hong Kong, and complete the transfer with an agent.
• A receipt containing the tracking number (MTCN) will be generated. Share the MTCN with your receiver for them to collect the cash.

When you start a money transfer at wu.com, the exchange rate⁴ available at that time will be the one that’s locked in for 12 hours. You should visit a participating agent location within 12 hours to pay for the money transfer you started online in order to send money at the exchange rate you secured.

When you start a transfer on WU.com and visit an agent location to pay for the transfer, you save time and lock in the exchange rate for 12 hours, so there is no change in the complete amount you pay for your transfer.

Find all the countries and territories you can send money to at WU.com.

Yes, you can pay for your Start online and pay in-store transfer at any Western Union agent location in Hong Kong. To see the complete list, please use our agent locator tool.

To complete the money transfer, you will need to provide the agent with your registered mobile number and the exact amount you wish to transfer, plus, the 15 HKD fee⁵.

Some agents may also want to check your photo ID so please carry one of these:

If you’re a Hong Kong resident:

• Your passport
• Hong Kong identity card

If you’re a non-resident:

• Passport of your native country and valid visa
• Taiwan travel permit for Mainland residents
• Mainland travel permit for Taiwan residents
• Permit for residents of Macau issued by Directory of Immigration

Once you finish filling in the details for your transfer online, a confirmation screen will be shown to you right away. After you visit an agent location and pay for your transfer, you will be given a receipt with the tracking number (MTCN) and the money will be sent.

You should then provide your receiver with the tracking number so that they can pick up the money. When the transfer is complete and the money picked up by the receiver, a confirmation message will be sent to your email address and an SMS to your phone number.

You can cancel a Start online and pay in-store transfer only if the money has not been collected by the receiver in the destination country. The transfer is also automatically cancelled after no payment is received within 12 hours. If you wish to cancel your online money transfer, please contact us.

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 get the MTCN on your receipt at the agent location. Your receiver will need this tracking number when they pick up their money, and it can also be used to track your transfer. Please do not share this number with anyone other than your intended receiver.