Frequently asked questions

Learn more about the Western Union services offered in your country:

Who uses the Western Union Money Transfer service?

Anyone who needs to send or receive money quickly. This often includes people who are supporting friends or relatives living in a foreign country, travelers, and business people who need to make fast international remittances.

What are Western Union agent locations?

Western Union agent locations are independent businesses that provide money transfer service to their customers on behalf of Western Union.

What is the Western Union Money Transfer service offered at agent locations?

Western Union agent locations offer the ability to send money using cash worldwide

How do I send money from an agent location?

The sender initiates the transaction by completing a Send Money form and paying the agent cash to cover the transfer amount plus applicable fees. The agent immediately processes the transaction.

To pick up the money, the receiver completes a Receive Money form at any Western Union agent location and provides proper identification. The agent then pays the transfer amount to the receiver.

What do I need to send money from an agent location?

Sending money with the Western Union money transfer service from an agent location does not require credit cards, debit cards, bank accounts, or memberships. You will need to show valid identification.

How much money can I send from an agent location?

You can usually send any amount you wish. However, for certain amounts and transfers, you may be subject to certain security compliance requirements and may have to provide additional information or documentation.

How are money transfers paid out to individual receivers?

Generally, we pay your money transfer in cash but in some cases, pay out may be made in the form of a money transfer cheque, a combination of cash and cheque, and in some locations, directly to your bank account. Learn more about depositing directly to a bank account. Other restrictions may apply.

How can I find out if my money transfer has been paid?

Any time after the money transfer has been sent, you can check your transfer status online. All you need is your name and the tracking number (MTCN) printed on your receipt to verify if the money transfer has been paid.

How can I find out if a money transfer is available for me to pick up?

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 to determine if the money is available for pick up.

How do I pick up a money transfer?

You may pick up your money transfer at any agent location. You will need to complete a Receive Money form with the following information:

  • Name
  • Address
  • Amount expected
  • Sender’s name
  • City and country being sent from

Acceptable documentary evidence of identity is also required.

Some restrictions may apply.

What is considered acceptable documentary evidence of identity to pick up a money transfer?

Primary identification verifying the full name (birth certificate, etc.) and one form of non-primary identification verifying the current or permanent address (e.g. utility bill, a letter from a hostel manager confirming temporary residence).

During what hours is the service available?

Each Western Union agent location determines its own hours of operation, and most maintain extended hours, or even stay open around the clock.

How do I find a Western Union agent location?

Find a nearby agent location online or look for Western Union in your local telephone directory.

How do I pick up a money transfer?
  • Complete the Receive Money form.
  • Give the form to the agent with your government-issued photo ID and the tracking number (MTCN).
  • Review and sign the receipt.
  • The agent will give you the money and a copy of the receipt.
What do I need to bring to pick up money at an agent location?

Bring a valid government-issued ID and the tracking number (MTCN)

How can I find out if a money transfer is ready for me to pick up?

Visit our website and select Track Transfer. You’ll need the name of the person who sent you the money and the tracking number (MTCN).

How does Western Union pay out money transfers?

Generally, we pay your money transfer in cash but in some cases, pay out may be made in the form of a money transfer cheque, a combination of cash and cheque, and in some locations, directly to your bank account. Learn more about depositing directly to a bank account. Other restrictions may apply.

What is a Western Union agent?

Each Western Union agent is an independent business that is authorized to sell services of Western Union.

How can I find a nearby Western Union agent?

Use our online agent location tool to find an agent location near you. Or, check your local phone directory.

Why am I unable to use Western Union services after receiving the message “Additional info needed, go to westernunion.com/gcr”?

To protect our customers, we review every money transfer to make sure it’s safe. For a variety of reasons, we may ask you to provide us with more information before we can allow you to continue using our services.

Why do I need to provide additional information?

We need additional information to understand why you use Western Union and the relationship between you and the person or entities you’re transacting with. The more information you provide, the quicker we’ll be able to complete your request.

How can I use Western Union services again?

To have access to our services again, follow the steps below:

  1. Gather the required documents. Please note that these will vary depending on your reason for using Western Union and your relationship to the person or entities you’re transacting with. At minimum you must be prepared with your government-issued photo ID, documents that relate to your purpose for using Western Union, proof of the source of the funds, and any additional documents that may provide support for the answers provided on the questionnaire. For more information, go to Help section at westernunion.com.
  2. Go to westernunion.com/gcr and start the customer questionnaire.
  3. Complete the customer questionnaire:
  • Personal information:
    – Provide your first, middle (optional) and last names as they appear on your ID.
    – Share your current email, physical address and mobile number. Please make sure you provide an active email address for communication purposes.
    – Specify your country of birth.
    – Select your occupation and provide additional clarification if needed.
    – Enter a recent tracking number (MTCN) if available.
    – Upload a copy of your valid government-issued photo ID.
  • Relationships:
    – List people or entities you’ve transacted with using Western Union.
    – For each person or entity, enter the full name, relationship, purpose of transaction and upload supporting documents.
  • Source of funds:
    – Choose the source of funds from the drop-down list and upload supporting documents.
  • Third party details (if you are transacting on behalf of someone else) (if applicable):
    – Explain the purpose of transaction(s) and your relationship to the third party.
    – Provide the details related to the third party.
  • Fraud (if applicable):
    – Indicate if you’ve been a victim of fraud or scam.
    – If yes, share a brief description of what happened.
  1. Review the accuracy of the information you provided.
  2. Select Submit questionnaire to complete the process.
What documents are suitable and why does Western Union need them?

a. Valid government-issued photo ID is needed to verify your identity.

  • Examples: passport, driver’s license, national ID.

b. Source of funds is needed to make sure that the money transfers are not related to illegal acts and correspond to the nature of your activity.

  • Examples: at least the latest 3 months of bank statements, at least the latest 3 months of pay slips, employment contract with salary, loan papers, sale agreement, winning receipt, tax return statement, etc.

c. Purpose of money transfer or intended use of money is needed to understand the basis for making the payment and the type of relations between the sender and the payee.

  • Examples:
    • Personal remittance/family support – the following documents are suitable to prove relationship: pictures with persons you transacted with, marriage certificate, counterparty’s birth certificate, counterparty’s government issued ID, etc.
    • Business remittance/payment for goods/services – bills, receipts, sale or purchase agreements, etc.
    • Education – evidence of tuition fees, etc.
    • Medical expenses – hospital bills, pharmacy receipts, health insurance premiums, etc.
    • Charity support – written acknowledgment from the charity, etc.
    • Purchase home – purchase agreement, mortgage documents, etc.
    • Gift – receipts, etc.
    • Travel expenses – travel tickets, hotel bookings, etc.

d. Third party activity (sending or receiving money on behalf of individual or business) information is needed to understand the purpose and nature of your relationship with Western Union.

  • Examples: business registration documents, letter of authorization by the company or notary, bank statement showing access to third party funds, etc.
What happens after I provided the additional information?

After we’ve received your completed questionnaire and required documentation, we’ll email you a response within 3 business days.

In case we have additional questions, we may contact you via the email address provided in the questionnaire.

Are my documents safe?

We’re committed to the security of your personal information. We use organizational, technical and administrative safeguards that comply with applicable government laws and regulations to secure your personal information. We also restrict access to the personal information that we process to only our employees, agents and representatives that have a business need to know it. For more information, read our Terms and Conditions and Online Privacy Statement.

If you have questions that are not answered here, please contact us.