Frequently Asked Questions

Tap & go wallet

How do I send money with the Tap & Go wallet?

Download the Western Union® app and pay for your transfer with the Tap & Go wallet to enjoy a zero transfer fee5 until the offer lasts. Once you register yourself and create a profile on the app, enter your money transfer details and choose Tap & Go as the payment method. Enter your PIN in the Tap & Go app, then wait for the confirmation email.

Learn more about how to use the Tap & Go wallet on our app.

Why does the Tap & Go option show only in the Western Union® app and in the mobile browser, but not on WU.com web?

Tap & Go mobile wallet as a payment option with Western Union is currently available only on mobile devices and not on web browsers.

How much money can I send on the Western Union® app using the Tap & Go wallet?

Currently you can send up to 15,000 HKD per transfer when you pay with Tap & Go. Please note, you may be asked to upload documents to verify your identity while sending money.

Why am I not getting redirected to the Tap & Go app to fund my transfer from the Western Union® app?

Download the latest version of Tap & Go app on your mobile phone. You may then resume your transfer and pay via Tap & Go wallet. Please ensure that you have sufficient balance in your wallet to pay for your transfer.

My Tap & Go app says the money has been deducted, but my Western Union® app says the transfer is still in progress. Why?

Once the money transfer is completed, Western Union will send you a notification email and the status in the app will get updated shortly. You may also track your transfer on WU.com.

If you have more questions about the status of your transfer, please contact us.

My transfer is completed but I haven’t received any confirmation emails or updates. What should I do?

Please call our Customer Care at the toll-free number 21179088 or find other options to contact us.

What do I need to do if I changed my mind or want to cancel a transfer?

Please call our Customer Care at the toll-free number 21179088 or find other options to contact us.

My Tap & Go mobile wallet pin is blocked and I am not able to send money.

Please contact Tap & Go at 28880000.

I’m unable to pay for my transfer on the WU app, even though I have sufficient balance in my Tap & Go wallet.

Please contact Tap & Go at 28880000.

The money has been deducted from my Tap & Go Wallet, but my receiver hasn’t received the funds yet. What should I do?

Please call our Customer Care at the toll-free number 21179088 or find more options from contact us here. Be sure to provide the tracking number (MTCN) of this transfer. You can find the MTCN on the History page after you log in to your profile through westernunion.com or on the app. You can also find the MTCN on the email receipt sent to you by Western Union.

You can use the MTCN to check the status of your transfer yourself on the Track transfer page on our website or app. If the status shows “in progress”, it means we’re processing your transfer.

The money has been deducted from my Tap & Go Wallet but I don’t see it in the History page on the app. What should I do?

You can do any of the following:

• Check both online and in-store transfers on our website or app’s History page. If you still don’t see it, contact us or reach out to Tap & Go at 28880000 and provide your email or user ID to find out the status of your transfer.

• Check your emails for the tracking number (MTCN) and use it to Track transfer on our website or app.

• Check the History page of your Tap & Go app to see if the amount has been deducted from your online wallet.

How can I top up my Tap & Go wallet to send money with Western Union?

Please refer to the Tap & Go website for details.