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Frequently asked questions

You can find the answers to many of your questions below.
But if you’re still missing anything, do not hesitate to call Western Union’s Customer Care number at +250 788 190 000 / +250 737 360 000, or send an email to wu.support@equitybank.co.rw.

Send money online

To send money online, please visit wu.com and create a profile. After your profile has been verified, you’ll be able to send money directly to your receiver’s bank account or for a cash pick up at one of our agent locations.

Your money will be available within minutes for a cash pick up or up to 5 days for a direct to bank account transfer, depending on your receiver’s country1.

1Funds may be delayed or services unavailable based on certain transaction conditions, including amount sent, destination country, currency availability, regulatory and foreign exchange issues, required receiver action(s), identification requirements, Agent location hours, differences in time zones, or selection of delayed options. Additional restrictions may apply.

You can pay by a bank transfer from a bank account issued in Rwanda.

If you wish to find out more about the options to fund your online money transfer, please call our Western Union Customer Care number at +250 788 190 000 / +250 737 360 000, or send an email to wu.support@equitybank.co.rw.

If you want to send money via bank transfer, you will need to move the funds directly to an Equity bank Rwanda PLC account (No. 4000110042642). To do this, please follow these simple steps:

  1. When making a money transfer on wu.com, select the bank transfer as the payment option.
  2. Enter your receiver’s information and confirm your transfer.
  3. Note the transfer reference number displayed on WU.com and Equity Bank Rwanda PLC account (No. 4000110042642) to which you need to transfer the funds.
  4. Once you have completed this process, you will need to send the complete amount, including the transfer fees and the taxes, by electronic transfer from your online banking to Equity Bank’s Rwanda PLC account (No. 4000110042642). Please do not forget to mention the transfer reference number in the remarks column before you complete the funds transfer from your account.

*Please note that your money will not be available to your receiver, unless you complete the electronic transfer to the correct Equity bank’s Rwanda PLC account, with the total exact amount including the fees and the taxes as well as the correct transfer reference number. Any money transfer will be cancelled if we do not receive the funds within 7 days.

Since we do not accept third party transfers, please make sure that the funds are transferred from your personal bank account only. To proceed with your transfer, you will have to send the complete amount (including the fees and taxes) to the Equity Bank’s Rwanda PLC account (No. 4000110042642) provided on the receipt page the same day you started the transfer.

The money will be sent only if the payment is received between 9:00 a.m. and 3:30 p.m. during Equity Bank’s Rwanda PLC working days. Any transfers done outside that timeframe will be sent the next working day.

You can find the list of countries online you can send money online from Rwanda.
Transfers within Rwanda are also available.

After your profile is verified, you can send up to 6,650,000 RWF (app. 7500 USD) per transfer.

Your online receipt will show if your transfer has been approved. When the transfer is complete, you'll get an email with your tracking number (MTCN). If your transfer is on hold you might be contacted for more information.

If your transfer is rejected you may call Western Union Customer Care number at +250 788 190 000 / +250 737 360 000, or send an email to wu.support@equitybank.co.rw.

A transfer can only be cancelled if the money hasn’t been deposited into your receiver’s bank account or collected by the receiver in the destination country.

If you wish to cancel your money transfer, please call our Western Union Customer Care number at +250 788 190 000 / +250 737 360 000, or send an email to wu.support@equitybank.co.rw.

A receipt will be sent to your email after the transfer is completed. You can also review the details of all your previous transfers in your profile.

Once you have successfully registered online, you will be asked to visit the nearest Equity Bank Rwanda PLC location and verify your identity in person. Please note that you will need to provide one of the following IDs (same used for online registration):

  • Passport
  • National Identification Card
  • Rwanda Refugee Card
  • Foreigner ID

The tracking number (MTCN) is a unique code to every transfer.
Your receiver will need this number when they pick up their money, and it can also be used to track your transfer.

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Send money to a bank account from Rwanda

Yes, the Western Union "direct to bank account" service is an easy and convenient way to send funds directly to a receiver’s bank account in selected countries.

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Select our Direct to Bank Account country information tool to see which countries have this service available. There you’ll find all the necessary information to complete a transfer directly to a bank account; for example, you can find out how long will it takes for the money to be available into your receiver’s bank account depending on the destination country.

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Just choose sending to a Bank Account as the payout method, when you send money online or at an agent location. You’ll need to provide the receiver’s bank account information. The requirements varies from country to country, but usually include:

  • Your receiver’s bank name and code
  • The account’s name and number

Select our Direct to Bank Account country information tool to see which countries have this service available and what information you will need.

A bank code is a series of numbers used to identify banks around the world. They can have between 3 and 23 digits depending on the bank and the country.

A bank code could be called:

  • BSB
  • SWIFT Code
  • BIC (Bank Identification Code)
  • CHIPS (Clearing House Inter-Bank Payment System) – US and Canada only
  • NCC (National Clearing Code)
  • BSC (Bank Sort Code)
  • IFSC (Indian Financial System Code)

For some countries you may need an International Bank Account Number (IBAN) in addition to the bank code.

Ask your receiver for the bank code and IBAN (if applicable). You can refer to our Direct to Bank Account country information to see what details are required for each country.

A Bank Identification Code (BIC) is used to identify banks worldwide. BIC is the same as a SWIFT code. It consists of either 8 or 11 digits.

Ask your receiver if BIC is required in their country—you can check our Direct to Bank Account country information for more details.

An International Bank Account Number (IBAN) is a code used in some countries to identify a customer’s bank account. The IBAN has a letter to identify the country followed by 2 digits, and then up to 35 characters for the bank account number. Some countries require that payment sent from Australia must include the IBAN.

You can refer to our Direct to Bank Account country information to see what details are needed for each country. Ask your receiver for the IBAN if it’s required.

The duration for "Direct to Bank Account" money transfers varies from country to country and can take up to five days. For more details, please refer to our Direct to Bank Account country information.

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Send money in person

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

They are our representatives who will help you send or receive money, they can be banks, post offices, supermarkets, grocery stores, mailbox centers, drug stores, travel agencies, depots, airports, train and bus stations, currency exchange offices and other retailers.

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You can easily locate a Western Union agent location online, just use our agent locator.

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The first step is to locate the nearest agent location (find it in our agent locator online), then you should give your receiver’s details to the agent. Once all the information is entered, you will be asked to give the total amount including the service fees. The transfer will be completed after this and the money available in minutes to your receiver. Don’t forget to get the tracking number (MTCN) from your receipt and share it only with your receiver, he or she will need it to pick up the cash.

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For money pickups at a Western Union agent location, your receiver must present one of the following types of IDs:

  • Passport
  • National Identification Card
  • Rwanda Refugee Card
  • Foreigner ID

Acceptable IDs are subject to the rules and regulations of the Central Bank of Rwanda.

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You can check your transfer status online. All you need is your name and the tracking number (MTCN) printed on your receipt.

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

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Each Western Union agent location has its own hours of operation.
Find a nearby Western Union agent location.

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Receive money

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

  • Your name
  • The tracking number (MTCN)
  • Expected amount
  • Sender's full name
  • Country the money came from
  • A valid ID

Some restrictions may apply.

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Money transfers will generally be paid in cash, but some agents will pay by cheque or a combination of cash and cheque. The receiver may choose other ways to receive funds. Other restrictions may apply. Please visit or call the nearest Western Union agent location to get more information about restrictions.

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All fees are paid by the sender. Receiving money is free of charge unless the receiver chooses to get the money in a different currency, directly to a device or a bank account at the moment of pickup.

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Registration

Registration is required for most of our services. After you register on wu.com and verify your identity at the nearest Equity Bank Rwanda PLC location, sending money can be done in minutes.

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No, it’s free of charge.

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Anyone who meets the following requirements can register and start sending money online.

  • Must have a valid Passport, National Identification Card, Rwanda Refugee Card or a Foreigner ID.
  • Must be of at least 18 years old.
  • Must accept our Terms and Conditions.
  • Must have a valid phone number.
  • Must have a bank account issued in Rwanda.
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Registration with a valid ID and a phone number is possible only once.

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You can change or update your WU Profile information from the “Profile Overview” tab after you log in to wu.com.

After your identity is verified you cannot change your name, last name, date of birth, nationality and ID number. If you require to change this information after your identity is verified, please contact Western Union Customer Care number at +250 788 190 000 / +250 737 360 000, or send an email to wu.support@equitybank.co.rw.

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Identification process

Yes, before making your first online transfer, you will need to verify your profile:

First, fill in the online registration form and provide the following information:

  • Mobile phone number
  • Password
  • Full name
  • Country and date of birth
  • Full address
  • Email address
  • ID details (you need a valid ID)
  • Security question
  • Occupation

Once you have successfully registered online, you will be asked to visit the nearest Equity Bank Rwanda PLC location and verify your identity in person.

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After you present a valid ID at the nearest Equity Bank Rwanda PLC location you will receive a confirmation by email. If you need to send money before your verification is completed, please visit a Western Union agent location.

Please find the closest Equity Bank Rwanda PLC location in the list.

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Your User ID is your mobile number.

If you forgot your password, you can select the “Forgot password” option for a new password to be sent to your phone.
If your profile is locked, please try to log in again after 30 minutes or contact Western Union’s Customer Care number at +250 788 190 000 / +250 737 360 000, or send an email to wu.support@equitybank.co.rw.

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You can change your password on the Profile Overview page after your log in. Please select "Edit profile" from the right-side menu and change your password.

For online registration, you can use only one mobile number.

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Please contact Western Union Customer Care number at +250 788 190 000 / +250 737 360 000, or send an email to wu.support@equitybank.co.rw.

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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.

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 forward the suspicious mail to wu.support@equitybank.co.rw.
Western Union will never send you e-mails to ask for your user ID, password, or credit card details.

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 Rwanda.

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Contact your government's Office of Consumer Affairs if you are uncertain or suspicious of a telephone, mail or email solicitation.

If you feel you have been the victim of fraud, you can contact your local police.

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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.

Learn more about fraud protection.

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