Frequently Asked Questions

Strong Customer Authentication (SCA), as mandated by the EU’s Revised Payment Services Directive (PSD2), requires payment service providers to authenticate digital payments.

SCA, also known as 3D Secure, is a multi-factor authentication that adds an extra layer of security to digital payments to reduce fraud. It asks you to authenticate your payment using PIN, password, or biometrics.

At Western Union, to meet the SCA requirements, we use multi-factor authentication to secure your online transfers.

Western Union uses Strong Customer Authentication (SCA) to secure online payments. To successfully authenticate your payment, please be sure of the following:

• Your card or bank account is registered for SCA (3D Secure). If not, contact your card issuer or register it through your online banking portal.
• Your contact information is up to date with your bank and Western Union.
• You enter your PIN or password accurately.

Please note that you can also pay for your money transfers using alternative methods. We’ll show your payment options when you start an online transfer.

Anyone who needs to send or receive money quickly uses Western Union. These include people supporting friends or relatives abroad, travellers and business people who need to make fast, international remittances.

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

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

You’ll need to complete a “To Send Money” form and pay the agent the amount you want to send, plus fees, in cash.

To pick up the money, the receiver will complete a “To Receive Money” form at any Western Union agent location and provide proper identification. The agent then pays the transfer amount to the receiver.

Sending money with Western Union from an agent location doesn’t require credit cards, debit cards or bank accounts. But you will need to show a valid ID.

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

Acceptable IDs:

• Current passport
• National identity card

Generally, we pay cash to your receiver. But, in some cases, payment may be made by cheque, or a combination of cash and cheque.

Other restrictions may apply.

Any time after the money 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.

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.

You can pick up your money at any agent location. You’ll need to complete a “To Receive Money” form with the following information:

• Name
• Address
• Amount expected
• Sender’s name
• Sender’s city and country

Acceptable ID documents are also required.

Some restrictions may apply.

Each Western Union agent location determines its own hours of operation. Some have extended hours and some even stay open 24 hours.

Find a nearby agent location.

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

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

Each Western Union agent location determines its own hours of operation. Some have extended hours or even stay open 24 hours.

Find a nearby agent location

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

Registration is required for most services. After you register, sending a money transfer, payment or message can be done in minutes as your information will be pre-filled on the page. This saves you the time and trouble of typing it in each time you want to do a transaction.

No, it’s free to register

You’ll need to verify your identity to send 1,900 BGN or more. After your identity has been verified, you can send up to 9,800 BGN per transfer.

To verify your identity via email or regular mail, please follow the steps below:

1. Log in to your Western Union profile. If you don’t have a profile yet, create one.
2. Select Profile at the top right and choose Start verification now.
3. Then select Verify by letter and you’ll get a letter and form from us by regular mail.
4. Sign the form and send it back to us with a copy of an ID document in any of the following ways:

• Via email to id@westernunion.com
• Via regular mail to the following address:

Western Union Processing Lithuania, UAB

Online and Prepaid Customer Identification Unit

Balcikonio str. 9C

LT-08247 Vilnius

Lithuania

You can provide any of the following documents to verify your identity:

• Your passport
• Your EU or EEA issued national ID

Be wary if you are required to pay a fee before receiving a loan.

Beware of 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 that ask you to transfer them money but give you nothing in return.

Beware of unsolicited letters or emails from Nigerian or other foreign government officials requesting assistance in the transfer of excess funds from a foreign country into your bank account.

Beware of telephone calls from the police claiming that someone you know has been in an accident or been arrested and is requesting money.

Beware of unsolicited letters or emails offering an unrealistic price for expensive or rare merchandise.

Make sure you know who you are sending money to. If you are purchasing goods or services and paying through the Western Union network, it is your responsibility to verify the reputation and legitimacy of the seller. Western Union is not responsible for the non-receipt or quality of any goods or services.

If you receive an email from a company representing itself as Western Union and you are not sure it was sent by westernunion.com , do not click on any links in the email. This may be a “phishing” attempt to fraudulently acquire sensitive information from you. Instead, immediately contact your local authorities.

Western Union will never send you an email asking for your user ID, password or credit card details.

The “Test Question” feature in the Western Union Money TransferSM service is designed for emergency situations where the receiver does not have proper identification (e.g. his or her wallet and identification have been stolen). It should never be used as additional security to time or delay the payment of a transaction. In many locations, Western Union will pay the receiver whenever the receiver shows proper identification, even if the receiver does not know the answer to the test question.

Western Union does not offer an escrow service or any type of “purchase protection” policy. Western Union’s business is to transfer funds from a sender to a receiver. We warn and recommend people using our services to not send money to people they don’t know. 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, payment will be made.

Be wary of third party “pickup” or “holding” services unless they are a reputable, licensed escrow service. Western Union is not an escrow service, should not be used as an escrow service, and is currently not affiliated with any escrow services.

For online auctions, examine seller feedback carefully and know the warning signs associated with fraudulent auction sales. Most online auction sites have safety guidelines or FAQs that can help you identify potentially fraudulent sales. Be wary if the seller is using a free email address or insists on accepting only one form of payment. Report any suspicious activity and file non-delivery of goods complaints with the auction site through which you purchased the item.

Remember that Western Union never acts as a guarantor of an auction buyer or seller’s performance.

Contact your government’s Office of Consumer Affairs if you are uncertain or suspicious of a telephone, mail or email solicitation.

If you feel you have been the victim of fraud, you can contact your local police or contact us on spoof@westernunion.com.

Western Union employs a variety of techniques, including SSL technology, to keep your personal information safe.

Additionally, the following tips can help keep your password secure:

• Make your password difficult to guess. Avoid using any part of your name, your birthday, or any words that can easily be associated with you.
• Use a combination of letters and numbers, and a mix of lower case and capital letters.
• Use multiple passwords for your various accounts to decrease your risk in the event that one password is compromised.
• Avoid writing your password down where it may be compromised.

You can further protect your passwords by making sure that your virus-scanning software is kept up to date, and by running anti-spyware programs. These programs can help protect you from viruses or other malware that could compromise your identity even though your computer may seem to be working fine.

If you use Microsoft Windows, make sure your Windows updates are enabled to help keep your operating system protected. You can learn more about Microsoft Windows updates at https://www.microsoft.com.

Use extra caution when entering your password on a computer that does not belong to you. Viruses, spyware or your browser’s settings might be used to compromise your account by recording your username and password.

In Microsoft Internet Explorer, you can view the security (SSL) certificate by following these steps:

1. Right-click your mouse on any secure page within the site (any page beginning with “HTTPS://” with the small lock symbol displayed in the lower righthand corner).
2. Click “Properties” from the menu.
3. Click on the “Certificates” button to view the site’s SSL certificate(s).

In Mozilla Firefox, you can view the security (SSL) certificate by following these steps:

1. On any secure page within a site (those pages beginning with “HTTPS://” with the small lock symbol displayed in the lower righthand corner), go to the “Tools” menu at the top of the browser window and select, “Page Info”.
2. In the dialogue box that appears, select the “Security” tab.
3. On the Security tab, click on the “View” button to view the security certificate.

You’ll need a computer, an Internet connection and a printer (depending on your country of residence) at your retail location. Once you’ve installed the software we’ll provide, you’ll be able to offer money transfer services and earn a commission on every Western Union money transfer that’s sent or received from your retail locations(s).

Each time a consumer sends a Western Union money transfer, they’ll pay a transfer fee for the service. As a Western Union agent, you’ll earn commission on the transfer fee for every transaction you process. The more transactions you send or receive, the more you earn.

We’ll provide the fee tables. The system will automatically calculate the fee based on the amount of money sent, the service chosen and the destination country.

To send money: The consumer completes a send money form and gives it to the Western Union agent. The agent enters the consumer’s information into the Western Union system, checks their identification and collects the cash (including the sending fee). The agent ensures that the consumer signs the receipt and provides them with a copy.

To receive money: The consumer completes the receive money form and gives it to the Western Union agent. The agent enters the consumer’s information into the system, checks their identification and gives the consumer the funds and a copy of the receipt.

Yes, your customers will be able to send money to more than 498,000 agent locations in more than 200 countries and territories around the world. You’ll also be able to pay out money that’s been sent from any Western Union location across the world.

Once you’ve been enrolled as an agent, Western Union will help you get started and make your first transaction. You’ll get a free starter pack with training and marketing promotion materials. We’ll provide your training and software for free. As a Western Union agent, you’ll have access to our Customer Care who’ll answer any questions you may have about offering our service.

While all money transfer agents have a responsibility to implement Anti-Money Laundering (AML) compliance procedures, Western Union has an industry-leading AML programme and provides first-class training and support to help you succeed as an agent and protect your business.

Many retail businesses make great Western Union agents. Agents in our network own businesses as diverse as convenience stores, financial services providers, newsagents, pawnbrokers and travel agencies.

Yes, but Western Union will handle this for you.

Become a Western Union agent

Any time after sending, you can check your transfer status online. All you need is your name and the tracking number (MTCN) printed on your receipt.

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.

You can pick up your money at any agent location. You’ll need to complete a “To Receive Money” form and include the following information:

• Name
• Address
• Sender’s name
• Sender’s city and country

Acceptable ID documents also are required. Some restrictions may apply.

When you send money internationally, your receiver will generally be paid in local currency. The exact amount will be calculated based on the exchange rate applicable at the time of shipment. However, for transfers to certain countries, the exact amount will be calculated based on the exchange rate applicable at the time of receipt.

Here are a few ways you can send money online using Western Union:

• Money in minutes:

If your money is needed within minutes, you can send online using your credit or debit card. Receivers can pick up cash at Western Union locations worldwide, depending on the hours of operation at that location.

You can send up to 1900 BGN within 5 days period before we need to verify your identity.

After that is finished, your send limit will increase to 9800 BGN per 3-day period.

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

You can cancel a money transfer only if it has not been picked up by your receiver. If you sent money to a bank account, you can cancel it if the transfer has not been completed by your receiver’s bank.
To request a refund, please call Customer Care, or if you sent the money in person, return to the agent location.

Refunds typically take up to 10 business days from the date they are completed.

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.

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.

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.

4. Review the accuracy of the information you provided.
5. Select Submit questionnaire to complete the process.

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.

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.

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.