Frequently Asked Questions

About UPI

Unified Payment Interface (UPI) is a payment method that allows you to instantly transfer money to a bank account in India.

Understanding UPI ID

UPI ID is a virtual payment address (VPA) that uniquely identifies one person. A UPI ID format is like an email ID: with the sign “@” in the middle. For example, your receiver’s UPI ID could be “receiver’s_name@bank_name” or “phone_number@bank_name.”

When sending with a UPI ID, you only need to have your receiver’s UPI ID. You do not need to ask receivers for their account number, account type, bank name, or IFSC code.

To receive the payment, the receiver needs to have their UPI ID linked to the bank enabled for international UPI remittance. Please see below the list of banks that support international UPI.

Current list of banks that support international UPI transfer

Below are the banks currently supported. More banks will be made available soon.

Send limits using UPI

Currently, you can send up to 200,000 INR per transfer.

Steps to send money using a UPI through Western Union

Western Union is the first money transfer service company to use a UPI transfer internationally.

1. Log in to your Western Union profile.

2. Choose India as your receiving country (you will need to know your receiver’s mailing address).

3. Choose to send using a bank pay out and use any payment method.

4. Choose UPI ID under the bank information section. You’ll be able to browse all the banks enabled for international UPI transfer.

5. Choose to send your transfer, and you’re all set. Generally, your transfer should be completed in minutes.

You can send money online using the Western Union app or through WU.com.

After you’ve chosen your destination country, you’ll see the types of services available.

Learn more about how to send money online.

For your first money transfer online you will need to create a personal online profile and then have your identity verified. Once your profile is verified, you will be able to send money online.  Keep in mind that if your profile cannot be verified right away, you can still transfer money by starting their transfer on the app and paying it at the nearest agent location.

If you have any questions while registering, If you have any questions, contact Customer Care at +65 6336 2000 or chat with us.

Note: English and Mandarin Customer Care representatives are available from 8am to 12am.

Yes, you can. If you made a money transfer at a Western Union agent location in the last 6 months, your data was already stored in our records.

You will be asked to verify your identity while registering your profile or sending money online for the first time. Be sure to submit the same ID details that you had shared during your in-store transfer at the agent location. We will then compare both IDs, including your full name, ID type, ID number, and date of birth. If the details match, your profile will be verified. If the details don’t match, or if your ID has expired, you will be guided to use the Selfie KYC option (online verification).

Verification may take a few minutes. Once your ID verification is complete, you will be able to send money online right away.

If you have any questions, contact Customer Care at +65 6336 2000 or chat with us.

Note: English and Mandarin Customer Care representatives are available from 8am to 12am

You will be asked to verify your identity while sending money online for the first time—if you are paying for the transfer using a debit or credit card*. (Note: If you are paying by cash, you do not have to go through the online verification process).

Follow these steps to verify your ID:

• Log in or create a new profile.
• Start a money transfer on Westernunion.com or our mobile app.
• Next, you’ll be asked to enter your ID details including your ID type, ID number, and ID issue date.
• If you’ve made a money transfer at a Western Union agent location in the last 6 months, your data is already stored, and you can submit the same ID details that you had shared during your in-store transfer. We will compare both IDs, and if the details match, your profile will be verified. Please note that if your data does not match, you will be guided to use the Selfie KYC option (online verification).
• If this is your first online money transfer with Western Union, you will be presented with the Selfie KYC tool. Upload photos of the same ID that you entered on the ID details collection page.
• Then, take a selfie using your phone’s front camera or a webcam. Click the photo within the margins shown on the screen, and keep your face still to get a clear image. Submit the selfie.
• Please allow a few minutes for the verification process to finish and don’t close the page until it’s done.

Once your ID verification is complete, you will be able to send money online right away.

If you have any questions, contact Customer Care at +65 6336 2000 or chat with us.

Note: English and Mandarin Customer Care representatives are available from 8am to 12am

*If you’re using a credit card, a card-issuer cash advance fee and associated interest charges may apply. You can avoid these fees by using a debit card.

You can check online all the countries you can send money to. If you would like to use our direct to bank account service, please check the countries that have this option available with our country locator tool.

Transfers within Singapore are not available.

You can pay for your money transfer online with your debit or credit card (Visa® or Mastercard® only), or via direct bank transfer using DBS FAST (Fast and Secure Transfer) only.

If you have any questions, contact Customer Care at +65 6336 2000 or chat with us.

Note: English and Mandarin Customer Care representatives are available from 8am to 12am.

If you use your credit card, you may be charged an additional cash advance fee by your card issuer for this service. You may be able to avoid the fee if you use a debit or prepaid card. Contact your issuing bank for any questions related to cash advance fees.

Verified users can now send up to 20.000 SGD per transfer using PayNow to transfer money to a receiver’s bank account.

For other payment method combinations, the limit per transaction remains 5.000 SGD.

Terms and Conditions apply*.

*Send money limits may vary. For more information contact Customer Care.

Your online receipt will show whether your transfer has been approved. When the transfer is complete, you’ll get an email with your money tracking control number (MTCN).

An online money transfer can only be cancelled if it has not been collected by the receiver in the destination country.

If you wish to cancel your money transfer, please contact Customer Care at +65 6336 2000 or chat with us.

Note: English and Mandarin Customer Care representatives are available from 8am to 12am.

Yes, a receipt will be sent to your email after the transfer is completed. You can also see the details of all your transfers in your “History” section on the Western Union app or at wu.com.

The Money Transfer Control Number (MTCN) is a unique number assigned to your transfer.

Your receiver will need this number when they pick up their money, and it can also be used to track your transfer.

To request a refund, contact Customer Care at +65 6336 2000 or chat with us.

Note: English and Mandarin Customer Care representatives are available from 8am to 12am.

You will need to provide your money transfer details including the tracking number (MTCN). You may also be required to share your bank statement for additional verification. To do so, send a PDF image clearly displaying your name, bank name, account number, and transfer details to the aforementioned email address. 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 selected Western Union agent locations when it’s ready for pickup.

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

Western Union does not store your bank account details due to the bank’s policy. Thus, your refund cannot be transferred directly into your account.

You can pick up your refund at any of these Western Union agent locations:

Enter the location name in our location finder for the full address.

KYC stands for Know Your Customer, a process used by Western Union to verify a customer’s identity. While registering your Western Union profile, you will be asked to verify your identity through Selfie KYC.

Selfie KYC allows you to verify your identity online by uploading a valid identification document and then taking a selfie—a photo of yourself taken with a smartphone camera or a webcam. Once your profile is successfully verified, you will be able to send a money transfer online.

It is important that you submit a clear photo of yourself for Selfie KYC verification. Here are some tips to get a good selfie:

• Prepare yourself for the selfie. Do not wear any hats, glasses, or scarves that may cover your face.
• Pick a spot where there is no light behind your face, otherwise the image may appear dark.
• Focus the image to avoid any blurring.
• Keep your face still, keep your eyes open, and smile for the camera.
• Make sure your whole face is visible within the outline shown on the screen.
• In case you make an error while clicking, you have the option to retake the selfie.

You can make up to 5 transfers to the same receiver on Alipay wallet within a 30-day period starting from the date of the first transfer. If it’s urgent, you can always choose a different payout method such as bank account or cash.