Mobile Receive (Pick-up Service) Product Questions & Answers

Below you will find the list of frequently asked questions from senders or receivers.


How do I pick up my Western Union money transfer to my mobile wallet?

  1. 1. Dial *182# and choose Western Union service.
  2. 2. Select "Western Union" on the menu (point #10)
  3. 3. Select "Pick up money";
  4. 4. Enter your MTCN number that the sender has provided to you.
  5. 5. Enter PIN to confirm your transaction.

You will be notified once the transaction is credited to your mobile wallet.


What channels receiver can use in order to pick-up funds?

Pick-up into mobile wallet or pick-up cash at Western Union Agent location.


What currency senders should use in order to make a transaction?

Local currency (for sender) or other available.


How long it takes before receiver is able to pick-up funds?

For transactions initiated from all countries except USA - usually it takes 5 - 15 minutes.

For transactions initiated from USA - usually it takes 45 - 60 minutes.


Can anyone with a mobile phone receive a Western Union Mobile Money Transfer?

No, only KYC-ed and enrolled Airtel Money customers.


What are the costs of mobile pick-up for receiver?

It's free of charge.


What information receiver should know in order to pick-up funds to Airtel Money?

MTCN (Money Transfer Control Number) is the only mandatory data.


In what currency receivers will get mobile pick-up funds?

Only local currency - Rwandan Francs (RWF). WU converts funds while collecting funds from sender.


How receiver will be notified about the available transaction?

Sender should notify receiver and provide MTCN (Money Transfer Control Number).


What channels senders can use to perform transactions?

All Western Union main channels - web, mobile, Agent locations.


What transaction type should the sender choose?

Money in minutes / Cash to cash / Credit card to cash / Account to cash.


What information sender should know about receiver in order to execute the transaction?

The first and last name of receiver.


Mobile Receive (Pick-up Service) CSC TroubleShooting

What if?

MTCN is incorrect

Please advise receiver to contact sender and request for correct MTCN.

MTCN - 10 digits Money Transfer Control Number.


sender provided incorrect receiver name (first and last)

Please advise receiver to contact his sender and ask him to change the name on the transaction. Please inform the sender to use the name as it is stated on Airtel Money Wallet.


transaction is already paid out

Please advise receiver contact WU and report fraud activities also contact sender.


transaction is on hold

Please advise receiver re-try to pick-up transaction in a few minutes or contact sender and request cancel old transaction and record new transaction.


receiver has reached limit per transaction, or his daily/ monthly limits are reached?

Please advice receiver re-try mobile pick-up later or visit nearest Western Union agent location and pick-up cash.

WU Agent locator: https://www.wu.com/RW/en/find-locations.html


customer experiences any other difficulty while picking up the transaction?

Please advice receiver to visit nearest Western Union agent location and pick-up cash.

WU Agent locator: https://www.wu.com/RW/en/find-locations.html


RECEIVER in RWANDA

Received money with Western Union?

Here is how you can PICK-UP using Airtel Money mobile wallet. Steps to Pick up:

  1. 1. Dial *182#;
  2. 2. Select "Western Union" on the menu (point #10)
  3. 3. Select "Pick up money";
  4. 4. Enter your MTCN number;
  5. 5. Enter PIN to confirm your transaction.

You will see the confirmation screen with all transaction details and new wallet balance.


Watch a video about the Pick-Up service: https://www.youtube.com/watch?v=TWhpjQ1hqt8



SENDER to RWANDA

Sending money to Rwanda?

Western Union operates in 200 countries and territories, find the location closest to you here.


Your receiver has Airtel Money mobile wallet?

Tell him his MTCN (Money Transfer Control number) and let him know he can pick up a transaction using his mobile phone.


Steps to SEND to RWANDA


  1. 1. Go to the closest Western Union Agent location for you, or go online on www.westernunion.com and choose "Send Money".
  2. 2. Give or enter your Receiver's details and send money.
  3. 3. Share MTCN (Money Transfer Control Number) with your receiver. He/she will be able to Pick-up money to his Airtel Money mobile wallet.