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FAQ

You can find the answers to many of your questions below, but if you still need to know more, do not hesitate to call our Customer Care at +94 011 5529999 or +94 011 5529998 (Monday to Friday, 8 am to 8 pm; weekends, 9 am to 6 pm). You may also send an email to CustomerService.Asia@westernunion.com.

Start online, pay in-store

With the Start online and pay in-store service, you could get access to lower transfer fees than if you directly started the transfer at an agent location. This is how it works:

  • Go to wu.com or download the Western Union® app
  • Register and create a profile
  • Start a money transfer
  • Choose Pay in cash as the payment method
  • A receipt will be generated, which will be valid for 24 hours
  • Visit a participating Western Union agent location and complete the transfer with an agent
  • A tracking number MTCN will be generated, which you will be able to share with your receiver

When you start a money transfer at wu.com, the exchange rate * available at that time will be the one that’s locked in for 24 hours. You should visit a participating agent location within 24 hours to pay for the money transfer you started online in order to send money at the exchange rate you secured.

*Due to local restrictions in some countries, the exchange rate can be fixed only when the money is collected.

The Money Transfer Control Number (MTCN) is a unique code assigned to your transfer. When you start a money transfer online, you will receive the MTCN on your receipt at the agent location.
Your receiver will need this number when they pick up their money, and it can also be used to track your transfer. Do not share this number with anyone other than your intended receiver.

When you start a transfer on wu.com and visit one of the participating Western Union agent locations to pay for your transfer, you save time and ‘lock in’ the exchange rate for 24 hours so there is no change in the complete amount you pay for your transfer.

Find all countries you can send money to at wu.com

You can pay for your Start online and pay in-store transfer at any of the participating Western Union agent locations.

To pay and complete the money transfer, you will be asked to provide the following to the agent:

  • Your mobile phone number
  • Passport and work permit
  • The complete amount, plus the applicable fees

Once you finish filling in the details of your transfer online or on the Western Union® app, a confirmation screen will be shown to you. After you visit a participating 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 (if you provided one during registration).

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, or if the transfer is automatically cancelled after no payment was received within 24 hours. If you wish to cancel your money transfer, please call our Customer Care at +94 011 5529999 or +94 011 5529998.

Yes, you’ll get a receipt at the agent location after the transfer is completed.

A money transfer may be refunded if the money has not been collected by the receiver in the destination country, or if the complete payment for the transfer was not received, or in case of technical issues. If your transfer is cancelled due to any of these reasons, the entire amount is refundable, including our service fees.

You may request a refund by calling our Customer Care at +94 011 5529999 or +94 011 5529998. You will be notified via a phone call or email (if applicable) when the refund is ready for pickup, and you will need to collect your refund in person at any Western Union agent location in Sri Lanka.

You will need to provide your money transfer details including the tracking number (MTCN). You may also be required to provide additional details for verification.

Upon raising a request, you will receive a ticket number. Use it to track the status of your refund. We will also share the details of your refund via email. Collect your refund at any Western Union agent location in Sri Lanka, when it’s ready for pickup.

Note: If you transfer money, the person you’re sending it to gets the money quickly. After the money is paid, Western Union may not be able to give you a refund, even if you are the victim of fraud, except under limited circumstances. If you believe that you are the victim of fraud, call the Western Union Fraud Hotline at 1-800-102-7111.

Once we receive your refund request, your money transfer details will be verified, and your request will be processed. It usually takes 24 hours to generate a new tracking number, which you can use to pick up your refund.

You may pick up your refund from the same agent location where you paid for the transfer. However, if you need to pick it up from another agent location, please contact Customer Care.

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Send money in person

Western Union services are for anyone who needs to send or receive money quickly. From travellers and people supporting friends or relatives abroad, to business people who need to make faster international transfers.

In Sri Lanka, the Start online and pay in-store service is provided by Westernunion.com for expatriates working in Sri Lanka with a valid work permit.

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Western union agents are our representatives in the different countries you need to send or receive money. They may be banks, post offices, supermarkets, grocery stores, check cashers, mailbox centers, drug stores, travel agencies, depots, airports, train and bus stations, currency exchange offices, and other retailers.

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You’ll need to present a valid government-issued photo ID such as your passport, as well as a Sri Lanka-issued work permit if you’re an expat worker in Sri Lanka. Acceptable IDs are subject to the banking laws and regulations of Sri Lanka.

Once you get to our agent location, you will be asked to provide some information like your receiver’s first name, last name, the amount you wish to send, and the country you are sending to. You must also provide the agent with your passport and Sri Lanka-issued work visa. Then just give the agent the total amount you wish to send, plus the applicable fees.

You can also check the list of countries where you can transfer money directly to a bank account.

Finding an agent location in Sri Lanka is easy. Go to our agent locator tool.

You can send up to 80,000 LKR per month, as per the regulations.

Money transfers from Sri Lanka are generally paid out in cash, but can also be sent directly to a bank account.

Restrictions may apply. Please contact a Western Union agent to get more information about the restrictions.

You can check your transfer status online. All you need is the sender's name and the tracking number (MTCN – Money Transfer Control Number) printed on the sender's receipt.

Each Western Union agent location determines its own hours of operation. Some have extended hours and are open during weekends. Find a nearby Western Union agent location with our agent locator tool .

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Receive money

You can pick up the money at any Western Union agent location. You'll need to provide the following information:

  • The sender's full name
  • The country where the money was sent from
  • The approximate amount that was sent
  • The tracking number ( MTCN – Money Transfer Control Number)>
  • Acceptable ID documents are also required

For more information, please visit your nearest Western Union agent location.

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You can go to the Track transfer page at wu.com. Then type in the sender's name and the MTCN (Money Transfer Control Number). You’ll get an update on the latest status of your money transfer. You can also call our Customer Care at +94 011 5529999 or +94 011 5529998.

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You’ll need to present the following government-issued photo IDs to receive money at an agent location in Sri Lanka.

For residents (any one):

  • Passport
  • Sri Lanka-issued identification card
  • Driving licence with photo

For non-residents:

  • Passport along with a valid visa or work permit

Acceptable IDs are subject to the banking laws and regulations of Sri Lanka.

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Money transfers will be paid in cash. Other restrictions may apply. For more information, please visit your nearest Western Union agent location.

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All fees are paid by the sender. The receiver pays no transfer fees.

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Registration

Registration is required for the Start online and pay in-store service, offered by Western Union in Sri Lanka. After you open wu.com or the Western Union® app, you will need to complete the profile registration form and follow these steps:

  • Enter your name, last name, middle name (if applicable), date of birth, country of birth, city of birth, nationality, and your contact information—street address, city, location, country of residence, mobile phone, and your email address.
  • Once you have successfully registered online, you may start your transfer.
  • Click Additional information on the header and fill in your profile by providing your occupation, employment position level, and ID credentials—number, type, issuer, issue date, expiration date, and source of funds.
  • Once you start a transfer online, you will be asked to visit the nearest participating agent location to verify your identity and pay for your transfer. Make sure you bring the same ID that you have used in your profile.
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No, it’s free to register.

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Anyone who meets the following conditions can use our online money transfer service.

  • Expatriates in Sri Lanka with a valid passport of native country and a Sri Lanka-issued work permit
  • Must be at least 18 years old
  • Must accept the Terms and conditions for using our services
  • Must have a valid email address and phone number
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Registration with a valid ID, email address and phone number is possible only once.

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You can change or update your Western Union profile information from the Profile overview tab after you log in to wu.com or the Western Union® app.

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Your User ID is your full name and phone number.
If you repeatedly entered incorrect details or your profile is locked, please try to log in to your profile after 30 minutes, or contact our Customer Care at +94 011 5529999 or +94 011 5529998, or send an email to CustomerService.Asia@westernunion.com.

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You can change your password, email address and phone number on the Profile overview page after you log in. Please select Edit profile from the menu and change your password. For online registration, you can use only one email address and phone number.

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Identification process

You can start a money transfer online by creating a profile on Wu.com or on the Western Union® app. Once you have successfully registered and started a transfer online, you will be asked to visit a participating agent location to pay for your transfer and verify your identity and phone number in person. To do so, you will need to present your passport along with the Sri Lanka-issued work permit for every transfer.

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After providing your agent with your passport and Sri Lanka-issued work permit, your identity will be verified and you will be able to pay right away for the money transfer that you started online.

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You’ll need to present your passport along with your Sri Lanka-issued work permit if you’re an expat worker in Sri Lanka. Please remember to carry it with you when you visit an agent location to verify your identity or to send money. Acceptable IDs are subject to the banking laws and regulations of Sri Lanka.

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You can find all the agent locations for ID verification here.

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Consumer protection

Western Union values its business and takes pride in delivering your funds in the quickest and most reliable way possible. However, it is important that you protect yourself from fraudsters who are out to get your money. Below are some frequently asked questions about fraud. For more information, please visit the Fraud Awareness section here.

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Yes. Only use Western Union to send money to friends and family. Never send money to someone you have not met in person. Scammers sometimes encourage people to transfer money. Do not transfer money to anyone who asks you to send them money:

  • For an emergency situation you haven’t confirmed
  • For an online purchase
  • For anti‐virus protection
  • For a deposit or payment on a rental property
  • To claim lottery or prize winnings
  • To pay taxes
  • For a donation to charity
  • For a mystery shopping assignment
  • For a job opportunity
  • For a credit card or loan fee
  • To resolve an immigration matter

If you transfer money, the person you’re sending it to gets the money quickly. After the money is paid, Western Union may not be able to give you a refund, even if you are the victim of fraud, except under limited circumstances.

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If you receive an email from anyone claiming to be from Western Union and you are unsure about it, do not click on any links in the mail. This may be a "phishing" attempt to acquire sensitive information from you. Instead, immediately please contact Western Union’s Customer Service Center . Western Union will never send you emails to ask for your user ID, password, or credit card details.

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In some countries, senders are asked to provide a Test Question and its answer when they initiate the transfer. In cases where a Test Question was provided by the sender, the receiver may be required to give the answer when picking up the funds. The Test Question feature is designed for emergency situations where the receiver still needs to provide proper identification. It should never be used as additional security or to delay payment. In many places, we'll pay the receiver whenever the receiver shows proper identification, even if he/she does not know the answer to the question. Test question is not available for payout in Sri Lanka.

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The Test Question feature is designed for emergency situations where the receiver still needs to provide proper identification. It should never be used as additional security or to delay payment. In many places, we'll pay the receiver whenever the receiver shows proper identification, even if he/she does not know the answer to the question. Test question is not available for payout in Sri Lanka.

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You should immediately visit our agent location for assistance with a transfer that you believe was sent for fraud, or you could call our fraud hotline number at 1-800-102-7111. You should also file a report with your local law enforcement. You should also contact your government's Office of Consumer Affairs and police station if you are uncertain or suspicious of a telephone, mail, or email solicitation.

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  • Always make sure you know who you are sending money to.
  • Discontinue a call if a caller coaches you to respond to questions asked by Western Union.
  • Security is everyone's responsibility. Stay informed. Keep abreast of new fraud trends.
  • Remember, if it seems too-good-to-be-true, it probably is.
  • Get more information about how to protect yourself from fraud.
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Western Union agent locations

Agent locations are places where you can transfer money using Western Union. Agent locations may be in supermarkets, grocery stores, check cashers, mailbox centers, drug stores, travel agencies, depots, and other retailers. In some countries, they may be in banks, travel agencies, post offices, airports, train, and bus stations, and currency exchange offices.

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Use this link to find an agent location near you.

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You'll need to provide a valid photo ID such as your passport along with your Sri Lanka-issued work permit if you’re an expat worker in Sri Lanka. You will also need to provide your money transfer details and the amount you wish to send, plus the applicable fees, in cash.

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Western Union agent locations offer the ability to send and receive money around the world using cash.

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You can send up to 80,000 LKR per month, as per the regulations. However, for certain amounts and transfers, you may be required to provide additional information or documentation as follows:

  • Passport of native country
  • Sri Lanka-issued work permit

Acceptable IDs are subject to the banking laws and regulations of Sri Lanka.

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