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FAQ

How can we help you? Click below to find answers.

How to send money online

You can send money online at westernunion.ru by following these steps:

  • Register and create a Western Union profile.
  • Select the “Send Money” option in our website.
  • Enter your receiver’s information and the amount to send.
  • Enter your payment information (debit or credit card).

Keep in mind that you can send money using one of the following debit or credit cards (Visa/Mastercard/МИР).

If you already have a Western Union online profile, you can follow these steps:

  • Log in to your profile.
  • Select the “Send money” option.
  • Choose the destination country and the amount you wish to send, enter your receiver’s information and press “Continue”.
  • Choose the destination country and the amount you wish to send, enter your receiver’s information and press “Continue”.
  • Enter your payment information. Review the transfer details and select “Submit”.
  • Western Union online money transfers from cards issued by Gazprombank JSC, CB Citibank JSC, Rosselkhozbank JSC are unavailable.

Sending limits before verifying your identity:

  • Each transfer cannot be less than 100 RUB or higher than 50,000 RUB;
  • You can send up to 50,000 RUB per day;
  • The maximum amount you can send per three months is 100,000 RUB.

Sending limits after verifying your identity:

  • Transfers cannot be less than 100 RUB and not higher than 100,000 RUB, per day and higher than 600,000 RUB per month.
  • Since July 22, 2019, Western Union Payment System has set the maximum total amount of cross-border remittances sent by one sender through Western Union Payment System to one country (excluding Kazakhstan, Kyrgyzstan, China (including Hong Kong) and Vietnam) in the amount of 600 000 Russian rubles. At the same time, for the purpose of determining the total amount of money transfers sent by one sender within a month, all sent transfers are taken into account, regardless of the currency of the transfer or the method of sending (at agent location, website, etc.). For the purpose of accounting for the limit, transfers in US dollars are translated into Russian rubles at the rate of the Western Union Payment System established for the respective transfer. The maximum total amount of money transfers sent by one sender to Kazakhstan, Kyrgyzstan, China or Vietnam remains unchanged.
  • Western Union Payment System limits the maximum total amount of remittances sent by one sender to Kazakhstan, Kyrgyzstan, China or Vietnam as of April 16, 2019. The maximum total amount of remittances sent by one sender to any of these countries during one month shall not exceed 100,000 Russian rubles. At the same time, for the purpose of determining the total amount of remittances sent by one sender to any of the specified countries within a month all sent remittances are taken into consideration regardless of remittances’ currency or sending method (participant’s office, website, etc.). For the purpose of the limit’s consideration remittances in USD are exchanged to Russian rubles based on the exchange rate of Western Union Payment System established for the respective remittance.

You can cancel or request refund a money transfer only if your receiver hasn’t picked up the money. Please note that the refund may take up to 7 business days. If you wish to cancel or refund an online money transfer, please contact Customer Care at 8-800-200-2232 or russia.customer@westernunion.ru. Crediting to a card usually takes up to 7 business days.

In this scenario, you need to edit the address in your profile by deleting all punctuation marks and special characters from your city name (e.g. St. Petersburg should look like St Petersburg, etc.).

The first name, last name and middle name fields are limited to 25 characters each.

Unfortunately, you cannot get a copy of your receipt in your profile. You can only check your MTCN in your transfer history. Please contact Customer Care by email Russia.customer@westernunion.ru.

Specify the money transfer control number (MTCN) when submitting your request.

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How to verify my profile

COVID-19

Western Union continues to monitor the COVID-19 (Coronavirus) developments closely. Our primary concern is the safety of our customers and employees, as well as the well-being of those impacted. Here, you can find answers to questions that you might have about how our services may change during this time. We will keep this information updated as the situation develops.

  • Yes, we continue to serve our customers and operate globally. Given the current situation, we encourage those in affected areas to send or receive money using our mobile app, or westernunion.com.

  • Please note that our agent locations in areas with a high concentration of COVID-19 outbreaks may close their businesses temporarily or may have updated operating hours. Be sure to check our agent locator for current hours of operation. You should also consider calling before visiting to confirm availability of services and open hours.

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We are sorry for the inconvenience. Given the ever-changing situation, we recommend those experiencing local restrictions due to COVID-19 visit westernunion.com or use our mobile app to send transfers for payout directly to a bank account or a digital wallet.

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Your transfer will be available for 30 days. After this time, your sender will have to contact our Customer Care to restart the transfer or cancel the transfer for refund.

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For security reasons, only the designated receiver can pick up a transfer. However, you can ask your sender to contact our Customer Care to cancel that transfer and start a new one. Your sender can then transfer money online directly to a bank account or a mobile wallet, if available.

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Please be aware of the risk of fraud and phishing, especially during this time, and take extra caution when sending money:

  • Don’t send money for loan or credit card fees, customs, or shipping fees.

  • Don’t send money to someone you haven’t met in person.

  • Be suspicious of businesses without a verified street address.

  • Don’t pay for an item or service with a money transfer to an individual.

  • Be suspicious about transferring money for charity and ask a representative for an ID.

  • Think twice before sharing your financial information.

Please visit our Fraud awareness page to learn more and check current Coronavirus-related online scams.

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We have no reason to believe that banknotes are more likely to spread viruses like Coronavirus than any other surface. The guidance from the World Health Organization remains that basic hygiene is the best possible defense against Coronavirus.

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Western Union and the Western Union Foundation launched a $1M USD global appeal and is accepting donations through May 15th Western Union and the Western Union Foundation will match up to $500,000 USD in donations to go toward supplies, equipment, and frontline medical aid. Donate here.

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  • Our goal is to keep our digital and retail services operational across the world, while abiding by local regulations and guidelines.

  • We are constantly improving our services, such as adding new ways to speed up the ID verification process and offering a home delivery feature in some countries.

  • Given the ever-changing situation, we recommend those experiencing local restrictions due to COVID-19 visit westernunion.com or use our mobile app to send transfers for payout directly to a bank account or a digital wallet. This service is currently available in more than 100 countries.

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How to register

Anyone who satisfies the following conditions can use Western Union International money transfer service.

  • The user must be an individual living in Russia and able to submit a valid Russian passport or a passport of other country.
  • The user must be at least 18 years old as of the date of registration.
  • The user must have a valid email address, Russian mobile number and a residential address in Russia.
  • The user must be the holder of the Visa/MasterCard/МИР debit or credit card.

In certain cases, Western Union may refuse WU enrollment registration based on criteria of the service.

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  • Select the “Sign up” option.
  • Enter your mobile phone number. We will send you a SMS with an identification code to your phone, please enter it when prompted.
  • Complete the form with your name, address, email and date of birth.
  • Create a password for your profile.
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Registration with a valid ID and mobile phone number is possible only once.

You can select "Forgot your password?". After this, you will receive an email notification for password recovery. In case you need an additional assistance with this, you can contact Customer Care at 8-800-200-2232.

In that scenario, please enter your last name in the "Answer to a secret question" field in Latin letters.

You can change your login details on your Profile page after signing in your account.

Date of birth and phone number can not be changed.

Check your transfer status now

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How to verify my profile

You need to verify your profile with your national ID to increase the sending limit. It may take up to 2 hours for Russian residents to verify their profile, for non-residents it takes about 2 working days.

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  • The page appears for an unverified user who tries to send more than 50 000 RUB.
  • You will be asked to enter your ID details. Choose the type of your ID from the drop-down list.
  • Enter ID series and number with no spaces between. Enter other information if required.
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You will receive a confirmation email.

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How to send money in person

You can send money at any agent location marked on our map. In Russia WU locations are represented by bank-partner’s locations, Russian Post locations, Megafon stores and some other Agencies.

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  • Fill out the required form and show the Agent employee your ID. You will need a valid ID which is considered as proper identification document in accordance with local legislation.
  • Give the Agent employee the required amount in cash and sign the receipt.

Check your money transfer status now

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You can usually send any amount you wish. However, for certain dollar amounts and transfers (more than 7499 USD), you may have to provide additional information or documentation. You can find our more information about existing money transfer limits in Terms and Conditions of Western Union Money Transfer Service. Please note that maximum principal send amount for Russian residents sending money to another country is $5,000 US dollars per day.

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After you have sent your money transfer, follow these easy steps:

  • You will receive a SMS notification after your transaction is paid.

You can track a status of your money transfer on the website. Check your transfer status now.

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How to send money to a bank account

You can send money to a bank account in Germany, China, the USA and more than 50 other countries across the world.

In order to send money to a bank account on the westernunion.ru, you need to:

  1. Enter the page for sending a money transfer.
  2. Select the receiving country and delivery option ‘Bank account’.
  3. Provide the receiver’s details (full name and bank account details). Please note the particular requirements for completing the form for China, the USA and the Czech Republic. Please refer to question 9 and 10.
  4. Enter your credit card details
  5. Check that the details you have entered are correct and confirm the transfer.
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In some countries several payment currencies are available. Ensure that you have chosen the local currency for depositing into a bank account.

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Please see actual transfer fees.

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Money transfers can take from 0 to 3 working days to reach an account. The speed at which money is deposited depends on the time when the transfer is sent, and also on the work schedule of the receiving bank (for instance, during holidays deposits can take more time).

Please, check it here.

Online
The amount depends on your online profile status and limits.
In person
For residents: $5,000 For non-residents: $7,499

The details format depends on the receiving country. A list of the details needed can be found here.

A transfer can be canceled if the money has not yet been deposited in the bank account. If you want to cancel or refund a money transfer, call the customer support service on 8-800-200-2232.

Money transfers to a bank account in the Czech Republic have certain requirements. To send money you will need:

  1. Name of the bank (in English)
  2. Bank code – 4 digits
  3. Sort code – 6 digits
  4. Account number – 10 digits

If you have the account IBAN number (it has the letters CZ and 22 digits) then this can also be used for completing the form.

An example of completing the form is shown in the image below.

The money will be deposited in 1-3 working days, depending on the working schedule of the receiving party’s bank.

Money transfers to a bank account in the USA have certain requirements. To send money you will need:

  1. Name of the bank (in English)
  2. Routing number (or ABA code) – 9 digits [hint in the snippet]
  3. Account number – 12 digits

The bank account number must be entered again in the appropriate field of the form. An example of completing the form is shown in the image below.

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How to receive money

Visit an Agent location near you with your national ID. You'll also need to ask the sender for the tracking number (MTCN).

In order to pick up money you will have to:

  • Complete the To Receive Money form.
  • Give the form to the Agent employee with your government-issued photo ID.
  • Please provide Money Transfer Control Number (MTCN).
  • Review and sign the receipt.
  • The Agent employee will give you the money and a copy of the receipt.

You will need to provide:

  • The sender's full name (that is, first, middle and last names).
  • The country where the money was sent from.
  • The amount that was sent.
  • The unique number of transaction (MTCN – Money Transfer Control Number).

Other local requirements may be asked for by the Agent at the location. For more information, do check with your nearest Western Union Agent.

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  • You can track a status of your money transfer on the website. Check your transfer status now
  • You can contact Customer Service Center at 8 800 200 2232.
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Generally, money transfers are paid in cash. However, some bank partners offer the option to receive a money transfer via internet-banking.

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All fees are paid by the sender. Receiving money is free of charge unless the receiver chooses to receive the money in a different currency or to an account which was not part of the sending process. Western Union may make money from foreign currency exchange. In addition to the transfer fee applicable to each transfer and if the currency which the sender presents to an Agent is not the currency to be received by the receiver, all currency is converted at Western Union’s then current rate of exchange. The currency will be converted at the time of transfer and the receiver will receive the foreign currency amount shown on this form. In a few countries local regulations require the currency to be converted at the time the receiver is paid, in which case the exchange rate and any amounts shown on this form may be subject to exchange rate fluctuations between the time of transfer and the time the receiver collects the funds. Western Union and/or its partner calculates its rate of exchange based on commercially available interbank rates plus a margin. Most rates of exchange are adjusted several times daily in line with the relevant closing rate of global financial markets. The exchange rate applied may be less favorable than some publicly reported commercial exchange rates used in transactions between banks and other financial institutions. Any difference between the currency exchange rate offered to customers and the currency exchange rate received by Western Union will be kept by Western Union (and, in some instances, its Agents) in addition to the transfer fees. Additional information about exchange rates for specific destination countries can be obtained by calling Customer Service Center at 8 800 200 2232.

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What is a My WU Loyalty Program?

Loyalty program enables Western Union customers across the globe to be acknowledged as Western Union loyal customers through profile enrollment, convenience when transacting in different channels available in the country using single universal ID.

My WU is the loyalty membership program’s branding we offer to loyal customers, which offers the following:

  • Convenience when transacting. By simply providing the 9-digit Loyalty account number, customer information is pre-populated in the system, which makes the process easy and fast.
  • Point earning and redemption.
  • Direct access to My WU account through My WU portal
  • Self-service point redemption at My MU Portal.
  • My WU account merging.
  • WU digital profile integration.
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Every 1 RUR in fees paid on a single money transfer earns 1 My WU point. Every $1 in fees paid on a single money transfer earns 75 My WU points. See the My WU page/site for details.

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You can redeem your points for WU MTs sending fee discounts. See the My WU® program page for details.
There are three types of discounts that you can choose from in Russia:

  • 10% discount on sending fee – 1000 loyalty points would be redeemed from your account
  • 25% discount on sending fee – 2000 loyalty points would be redeemed from your account
  • 50% discount on sending fee – 4000 loyalty points would be redeemed from your account
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To redeem My WU points on wu.com:

Log on to your Western Union profile.

  1. lick the Menu icon and select >My WU Rewards from the dropdown.
  2. Your My WU number and available points will be displayed.
  3. Choose Redeem rewards. Your reward options will display.
  4. Select your reward and choose Redeem.

To redeem points over the phone, call Customer Care.

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You can check your My WU points balance a few different ways:

  1. Log in to your Western Union profile.
  2. Click the Menu icon and select My WU Rewards from the dropdown.
  3. Your My WU number and available points will be displayed.

My WU Reward’s Website

Log in to your member site. Your My WU number and available points will be displayed.

The available points appear on your receipt after every sent money transfer.

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  1. On WU.com, log in to your Western Union profile.
  2. Click the Menu icon and select My WU Rewards from the dropdown.
  3. Under Redeem points, click Let’s combine it.
  4. Enter the additional My WU number and select Merge.

After merging, we suggest that you continue to use the online My WU number. Note, it may take up to 48 hours for the merge to be finalized and reflect the new points total.

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Ways to become a My WU member are:

When you send your first WU.com or mobile app money transfer, you are automatically assigned a My WU number during the registration process.

  • You can register at and Agent location as part of your transaction set-up step. Your My WU number is printed at the top of your receipt.
  • You can create an online profile on the My WU webpage without sending a money transfer.
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How to protect from fraud

Western Union values it’s 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. Always make sure you know who you are sending money to. If you're purchasing goods or services through a Service Provider's remittance services powered by Western Union, it's your responsibility to verify the legitimacy of the seller. Western Union is not responsible for the quality or non-receipt of any goods or services. Below are some frequently asked questions about fraud. For more information, please visit the Fraud awareness section in Western Union Web site.

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Yes. Some common scenarios include:.

  • Being required to pay a fee before receiving a loan
  • Sweepstakes, prize, or lottery company representatives who tell you to transfer money to them in order to claim a prize you've won (there are many companies running fraudulent contests. They require you to transfer them money but give you nothing in return)
  • Unsolicited letters or e-mails from Nigeria or other foreign government officials requesting assistance to transfer funds from a foreign country into your bank account
  • Telephone calls from the police claiming someone you know has been in an accident or arrested and money is needed
  • Unsolicited letters or e-mails offering an unrealistic price for expensive or difficult to find items
  • Money transfers as proof of funds in order to secure overseas accommodation
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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 Russia.customer@westernunion.ru. Western will never send you e-mails to ask for your user ID, password, or credit card details.

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No. Our business is to enable funds transfer from a sender to a receiver. When using remittance services powered by Western Union, we caution you against sending money to strangers. It is the sender's responsibility to know the party to which the funds are being sent. Using a fictitious name or changing the receiver's name after the money transfer has been sent is not a guaranteed means of securing funds. If a receiver presents proper identification with the same name as on the money transfer and has knowledge of the transaction details, payment will be made. Be wary of third-party "Collection" or "Holding" services unless they are reputable, licensed escrow services. We are not an escrow service, should not be used as an escrow service, and are currently not affiliated with any escrow services..

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Contact your government's Office of Consumer Affairs and police station if you are uncertain or suspicious of a telephone, mail, or e-mail solicitation. If you believe you are a victim of fraud, contact Russia.customer@westernunion.ru or closest Western Union location.

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  • Always make sure you know who you are sending money to. Western Union is not responsible for the quality or non-receipt of any goods or services purchased using the Western Union money transfer service.
  • 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..

After merging, we suggest that you continue to use the online My WU number. Note, it may take up to 48 hours for the merge to be finalized and reflect the new points total.

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No. Remember, to protect yourself, never send money to someone you don't know. If you think you've been scammed, contact Western Union at 8 800 200 22 32 or write an email to Russia.customer@westernunion.ru.

Learn more about fraud protection

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