Frequently asked questions

Money Services

What is the My WU® loyalty rewards program?

The WU® loyalty rewards program let's you earn points when sending qualifying transfers and receive exclusive promotions and offers.

When you create your Western Union profile, you are automatically assigned a My WU number during the registration process. You can also register in person at an Advance America store. Your My WU number will be printed at the top of your receipt. 

Can I send money to someone’s bank account?

When sending money from an Advance America store, choose Bank account deposit as the money delivery option.

You’ll need:

  • Within the US: Bank name, account name, account number and routing number
  • Outside the US: One or all of the following may be required: Branch name, bank, or branch code; Account number or International Bank Account Number (IBAN); Routing number, International Bank Identifier Code (BIC), swift BIC or Indian Financial System Code (IFSC)

How do I cancel my money transfer and get a refund?

To cancel in person-initiated money transfers:

  1. Please visit the same Advance America store where you made your transfer or any branch of the same agent.
  2. Remember to bring your government-issued ID to the agent location.
  3. You can also contact Customer Care to cancel your transfer.

When will my receiver get the money?

Depending on the delivery and payment methods you choose, money can be picked up in minutes* or within a few working days.

Money Transfer delivery timelines are based on service type:

  • Money in Minutes service for pick up at an Advance America – generally delivered within minutes*.
  • Next Day service for pick up at an Agent location is generally available the next day*.
  • Direct to Bank deposit typically takes between 2 to 5 business days, but could vary, depending on country.
  • Bill Payment may vary depending on the selected speed of delivery or the biller.

To see if a money transfer is available for pickup, click Track transfer.

What does my receiver need to pick up their money?

This depends on the money transfer delivery you choose and the destination country. You must be at least 18 years old to send or receive money with Western Union.

Your receiver will need the following for cash pick up at an Advance America location:

  • Tracking number (MTCN)
  • Sender’s complete name
  • Sender’s country and state/city/province may be required
  • Expected amount
  • Government-issued ID
  • In some receiving countries, a security question may be required

How do I know if a company accepts a payment from Western Union?

An Advance America representative can check if the Biller accepts payment from Western Union. Click here to find an Advance America store near you.

Can I cancel a bill payment for a refund?

Bill Payment money transfer change, refund, or cancellation requests must be approved by the company the money is being sent to and are based on their own policies and time frames. Western Union cannot guarantee a refund once the payment has been sent.

Can I check the status of bill payment?

Yes, you can track the money transfer as it is processed through Western Union by going to Track a Transfer

How do I make a Western Union bill payment at Advance America?

Ask an Advance America employee for the To Send Money Form (TSMF) for Bill Payments service. 

You will need:

  • Company Name (or Code City)
  • Account Number
  • Amount

You can also start on the Western Union app, fill out the information requested, and finish at an Advance America location.

What kind of payments can I make using Western Union?

Send payments directly to participating billers in the United States for your mortgage, auto, credit card, insurance, utility, government bills, and more with Western Union's Bill Payments service at Advance America.

How do I send money to an inmate in a Federal correctional facility?

Sending money to an inmate is simple. Bring the transfer amount to an Advance America store and provide the following information.

  • Correctional facility name
  • Receiver's first and last name
  • Inmate’s ID number

Where can I cash my money order?

You may be able to cash your money order at banks and other retailers (grocery stores, check-cashing locations or other stores where you’ve been able to cash checks in the past). In some circumstances, the bank or retailer may charge you to cash your money order. You may also be able to deposit the money order into your bank account.

Need help with a lost, stolen, or damaged money order?

  1. Complete and submit the Money Order Refund Request Form ONLINE, or
  2. Complete the money order tracing/refund request form on the back of the money order receipt and return it, along with a $15 non-refundable processing fee, to the address listed.

If you DON’T HAVE the receipt: Print and complete the Money Order Research Request form and submit it with all available documents* showing you as purchaser, along with a $30 non-refundable processing fee, to the address listed. Processing can take as long as 6 – 8 weeks, and you may not be eligible for a refund.

I sent my money order to a company/person and they say they never received it. What do I do now?

If the company/person you sent the money order to is claiming they have not received the money order sent, please contact Western Union's Customer Care team. The Western Union Customer Care team is available to help 24/7.

How do I protect myself from fraud?

To protect yourself from fraud, always think carefully about who you’re sending money to. Generally, you should only send money to friends and family you know and trust. Never send money to someone you’ve not met in person, or for an unconfirmed emergency.

We want to help you protect your money and details. We’d advise you not to proceed with a money transfer:

  • For a purchase you’ve already made online

  • For anti-virus protection software

  • To claim lottery or prize winnings

  • To pay your taxes

  • To donate to charity

  • To resolve an immigration matter

  • To pay for goods or services from someone who recently tried to sell you something over the phone

Can I track my money transfer?

Yes, you can track your money using your MTCN from your receipt and entering it on “Track transfer” page. If you’re sending a cash payment, you can also call your local Advance America store.

What do I need to pick up money at Advance America?

You will need the tracking number (MTCN) provided by your sender. Bring your government-issued ID as well as your phone number. This must match what was submitted by the sender.

What is the receive limit for money transfer transactions at Advance America?

The receive limit is $3,000.  We will provide up to $300 in cash and the remaining amount in money orders in increments of $500.

Can I send money to locations other than an Advance America store?

Yes, money transfers sent from an Advance America® store can be picked up at any Western Union® agent around the world, including at another Advance America® store.

What do I need to complete my money transfer transaction at Advance America?

  • Your form of payment in-store is cash only.

  • Your receiver's name as it appears on his or her government-issued ID.

  • Your receiver's city/province/state and country.

  • Your own government-issued ID.

What are my options to send money?

  1. Stage & Pay: Start your transfer on the WU app or online, select "Pay In Store” and pay in cash at an Advance America location. Click here to get started. 
  2. In-person: Start and complete transaction at an Advance America store
  3. Online: Start and complete the transaction and pay online with a debit or credit card. Click here to get started. 

How do I track the status of a transfer?

There are several ways to track the status of a MoneyGram transfer. You can return to the center where you sent the transaction and ask them to verify the status. If you are the receiver of the transaction, then use MoneyGram’s Track a Transfer tool to look up a transfer using the Authorization number or Reference number.

Which countries can I send money to?

There are more than 200 countries you can send to using MoneyGram. To see which countries you can send to, simply visit your local Advance America location.

How much money can I send in your centers?

For most countries, you can send up to $3,000.00 per day.

What are the fees to send money?

Fees vary depending on where you are sending, face amount, and how quickly the funds need to be delivered.

Can I send money to someone’s bank account?

MoneyGram allows you to send money directly to a bank account in select countries. To find out if you can send money to your receiver’s bank account, ask the Center team member to review delivery options for your destination country.

When sending money to be picked up as cash, how long does it take for the money to become available for pickup?

Money is typically ready for cash pickup within minutes after the transfer has been sent successfully, regardless of the payment method used, subject to operating hours, availability, local laws/regulations and compliance requirements.

What payment methods can I use when sending money?

Currently, cash is the only form of payment accepted for transactions completed at an agent location. You will need to bring enough cash to cover the transfer amount and any additional fees.

Does the receiver’s name have to match their government issued ID exactly?

For security reasons, many agent locations will not pay out a transfer if the name on the receiver's identification does not match exactly. Please confirm your receiver’s name as it appears on their ID. If your receiver is still having this problem, please contact MoneyGram at 1-800-922-7146.

Can my receiver pick up their transfer in a different country than I sent it to?

No. For security reasons, your receiver must pick up the funds in the country you sent to. If your receiver is not in the country you sent to, please cancel the transaction and send again to the new destination.

How do I cancel a money transfer?

To cancel a transaction in a center, notify an Advance America customer service representative of your intentions. Most consumer send transactions to a person can be cancelled within the same day. Other transactions may require a call to MoneyGram 1-800-922-7146. Bill Payments may be more difficult to cancel since billers post the funds to the account upon receipt, which varies dependent upon delivery time.

How long will it take to get my refund for a money transfer?

Cancellations may be completed immediately for most same day transactions. For older transactions, refunds may take 3-10 days.

How reliable is the MoneyGram money transfer service?

MoneyGram uses state-of-the-art and proven technologies to protect and reliably transmit your personal information. MoneyGram is committed to protecting your privacy & financial information.

Does MoneyGram share my information with 3rd party vendors?

MoneyGram may disclose your personal information to third parties as outlined in the MoneyGram Privacy Statement, which is available on Disclosed information may include, but is not limited to, your contact information, your identification, information about the Transfer or your use of the Services, or other information relating to financial matters. The information may be disclosed to financial institutions, our Agents, our service providers, or governmental or other regulatory agencies (including law enforcement officials within or outside of the United States), and direct marketers. To help protect your personal information, we endeavor to use reasonable security measures.

Is MoneyGram regulated by the government?

Yes, MoneyGram has a comprehensive compliance program within our organization to ensure compliance with government rules and regulations. We do not want MoneyGram money transfer or money order services to be used in illegal money laundering or fraudulent activities. It is our policy that we follow both the letter and the spirit of the law and the regulations.

What kind of payments can I make using MoneyGram?

MoneyGram has over 13,000 companies that you can pay. You can make the following payments at MoneyGram:

  • Mortgage

  • Auto Finance

  • Cable and Satellite

  • Child Support Services

  • Collections

  • Credit Card (cannot pay online - must be at an agent location)

  • Health Care

  • Inmate

  • Insurance

  • Mobile Phone Top-up

  • Phone Bill

  • Prepaid Credit and Debit Cards (agent location only). In many cases, card must be present when loading cards. This service may not be available at all centers.

  • Rent

  • Tolls and Taxes Utility Bills - electric, gas, sewer, water

How do I pay a bill at a center?

Find a location near you, and bring the following:

  • Cash: enough for your payment and the fee

  • Company name or receive code

  • Your account number

You can make the payment by speaking with a Customer Service Representative or by filling out the MoneyGram form at an Advance America location.

How do I know if I can make a payment through MoneyGram to a company?

Ask the Customer Service Representative to search for the company name or receive code in the search field. If MoneyGram accepts payments for the company, it will be listed.

How do I know if my biller received the payment I sent from a store location?

When you pay at a location, you will receive a MoneyGram reference number that confirms your transaction was sent. You may use the Track a Transfer page online or contact 1-800-555-3133 to verify the payment. However, the best way to ensure that your payment has been received by the company is to call the company, give them the reference number from the bottom of your receipt, and verify that the funds have posted to your account.

How much does this cost?

Fees typically vary from $0-9.99, depending on the company you wish to pay.

How do I send money to an inmate?

Find an Advance America near you, and bring the following:

  • Cash: enough for your payment and the fee

  • Facility name or receive code

  • Inmate's first and last name

  • Inmate's correctional ID

You can make the payment by speaking with a Customer Service Representative or by filling out the MoneyGram form at an Advance America location.

When sending money to an inmate, what kinds of correctional facilities can I send to?

You can send to several federal, state and county facilities. To find out if a correctional facility is available, ask the Customer Service Representative.

How do I pay my healthcare bill?

Ask our Customer Service Representative to search for the Health Insurance Company or doctor on the Pay Bills page.

Where can I purchase a money order?

MoneyGram money orders can be purchased at any Advance America location near you.

I received a money order, where can I cash it?

A MoneyGram money order can be deposited into your bank/credit union account or cashed at many check cashing locations. Each location has their own policy for cashing money orders and may charge a fee to cash the money order. Most check cashing locations will require ID to cash the money order. Please refer to your local yellow pages for check cashing locations near you. MoneyGram does not recommend that a money order/refund check be signed over to a third party. Ultimately the decision to accept a third party money order/refund check is up to the bank or check casher.

Should I keep my money order stub/receipt?

Yes, the money order stub/receipt should be kept for your records as proof of purchase. The money order number on the stub/receipt will be needed if you ever have to contact MoneyGram about your money order.

What if I already filled out the money order but no longer need it for the payment I was going to make?

If the money order is not altered and in good condition, you may try to cash the money order at your bank or a check cashing store. Once you are with a teller, write the following phrase: "Not Used for Purpose Intended" on the back of the money order. We suggest that you contact your bank or check casher before going to the location. If you are unable to cash the money order you may request a replacement check by submitting a Money Order Refund/Photocopy Request.

Can I send a money order to a country outside of the United States?

MoneyGram recommends that you check with the person or company prior to sending the money order to verify their financial institution's cashing and/or deposit policies. Some depository financial institutions may hold the funds for the money order until it has cashed. There may also be a difference in the value of the money order if the financial institution exchanges the US dollars for the local currency.

I purchased a money order and sent it to a person/business. How can I find out if it has been cashed?

You can find out if your money order has been cashed by calling MoneyGram’s automated line at 1-800-542-3590. You will need to enter your money order number and the exact dollar amount of your money order.

I sent my money order to a company/person and they say they never received it. What do I do now?

If it has been less than two weeks since you mailed your money order, it is likely your money order may still be in the mail.

If it has been more than two weeks since you mailed the money order, and you have verified status, you may request a photocopy or refund by completing a Money Order Refund/Photocopy Request or Expedited Photocopy Request.

I know my money order was cashed, but the company/person I sent it to says they haven't received it. How can I find out who cashed it?

There are two options for obtaining a photocopy:

  • Submit a Money Order Refund/Photocopy Request

  • Expedited Photocopy Request

You will receive a front and back copy of the money order. Our customer service representatives do not have access to view cashed MoneyGram Money Orders.

How do I get a Netspend Prepaid Card?

Netspend Prepaid Cards are available at most Advance America locations. Find your nearest location here or order your card online.

Will there be a credit check to get a Netspend Card?

While we must verify your identity, there is no credit check to get a Netspend Card.

When will my personalized card arrive?

Ordered in store: Your personalized card will arrive approximately 7-10 days after your temporary card is purchased. If you do not receive your card, please contact Customer Service at 1-866-226-1551. When your card arrives, follow the activation instructions to activate the card. The personalized card replaces the temporary card.

Ordered online: Your personalized card will arrive in approximately 7-10 days. When your card arrives, follow the activation instructions to activate your card.

Where can I use my Netspend Prepaid Card?

With your card, you can make purchases at stores, over the phone and online. Use it everywhere Visa® debit cards are accepted. Withdraw cash at ATMs worldwide Pay bills, rent and other necessities. (Fees may apply.)

Can I get multiple cards for family members?

Yes. You have the option to get up to two additional companion cards with your Netspend Card account. All cards associated with your account will have access to the same funds. Simply login to your account to order your companion cards.

Can I customize my card?

Yes, you can customize your Netspend Card with your favorite photo1. To create a customized card, simply login to your account, click on ‘My Prepaid Cards’ and then ‘Design a Card’.

Can I use my card at a pay-at-the-pump gas station?

Yes, you may use your Netspend Card to pay at the pump. However, paying at the pump may cause a hold on your account until the final amount is processed. Since this can sometimes be a few days later, we recommend that you consider paying inside to avoid this hold instead.

Can I use my Netspend Card to rent a car?

Yes, you can use your card at car rental agencies that accept prepaid cards. However, they usually require a deposit of 15 percent more than the cost of renting the car. The rental agency will put an extra hold on the account for that amount of money and the hold could last for a couple of weeks. We suggest that you call the car rental agency to inquire about how much they require for a standard deposit if paying with a prepaid card and how long a typical authorization hold on a prepaid card will last.

Can I use my Netspend Card for hotels and dining out?

It depends on the merchant. When you use your card at hotels and restaurants, or at other service-oriented merchants, it’s called an "open ended" transaction. That means the total amount due is unknown. The merchant has the right to estimate the final transaction amount. If this occurs, and the total amount authorized by the merchant exceeds the amount available on your Netspend Card, the transaction will be declined. The merchant also has the right to hold funds on your Netspend Card. In order to avoid these types of holds, we recommend you call hotels first to inquire about their prepaid card policy.

How do I add money to my card?

Choose from several ways to add money to your Netspend Prepaid Card:

  • Direct Deposit. The easy way to add your paycheck or government benefits check.
  • Reload Network Locations. There are more than 130,000 convenient locations in the U.S. where you can add money to your card account.
  • Bank Transfers. Add money from virtually any U.S.-issued bank account. If you have a checking or savings account or a bank debit card, use it to add money to your account.
  • Account-to-Account Transfers. It’s simple to transfer money from one Netspend Prepaid Card Account to another. Log in to learn more.
  • Tax Refunds. Tell the IRS to electronically deposit your refund directly to your card account. Learn more.

How do I check my card balance and transaction history?

You can view your balance and transaction history online by logging into your account or by downloading the Netspend Card Mobile App4 on your Android or iOS mobile device. You can also call 1-866-226-1551 for a balance inquiry 24/7, or you can sign up for text alerts1 to monitor your account activity so you’ll always know your balance.

Can I set up a savings plan with Netspend Card?

The Netspend Card gives you an optional savings5 plan so you can save up for a trip or a big expense. Earn up to 5.00% APY on balances up to $1,000 with our optional tiered-rate savings account2. Login to set up your savings plan.

What happens to my direct deposit if I change jobs?

If you change jobs, the deposits from your previous job to your Netspend Card will stop after your last paycheck. To set up direct deposit with your new employer, simply login to your account and print, complete, and sign another direct deposit form and provide it to your new employer. Once your employer processes the form, your paychecks from your new job will be directly deposited to your Netspend Card.

Where can I find my routing and account numbers?

There are several places you can find these numbers that you can use to set up direct deposit or with some billers for recurring payments.

  • Login to your online account center – click on the “Direct Deposit” tab or download a direct deposit form and the information will be prepopulated

  • If you are enrolled in Anytime Alerts4, Text “DIRECT” to 22622

  • Visit any Netspend Retail location and ask the representative at the counter

  • A direct deposit form with these numbers pre-printed comes with your personalized card

What should I do if my card is lost or stolen?

If you believe that your Netspend Card has been lost or stolen, call us immediately at 1-866-226-1551. We will put a block on the card to prevent unauthorized transactions and mail out a replacement card.

How do I contact Netspend Card support?

You can call us at 1-866-226-1551. Our customer service team is available Monday through Friday, 8 a.m. - 10 p.m. CST, and Saturday through Sunday, 8 a.m. - 8.p.m. to assist you.

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