Frequently asked questions

You can find the answers to many of your questions below, but if you still need to know more, do not hesitate to call Westernunion.com Customer Care at +61-2-9226-9322.

Who uses Western Union money transfer services?

Western Union’s services are for anyone who needs to send or receive money quickly. From travelers and people supporting friends or relatives abroad, to business people who need to make faster international transfers.

Who are Western Union® agents in Guinea?

They are our representatives who will help you send or receive money, they can be banks, post offices, supermarkets, grocery stores, mailbox centers, drug stores, travel agencies, depots, airports, train and bus stations, currency exchange offices and other retailers.

How can I find a Western Union® agent location in Guinea?

You can easily locate a Western Union agent location online, just use our agent locator.

How do I send money from an agent location?

The first step is to locate the nearest agent location (find it in our agent locator online), then you should give your receiver’s details to the agent. Once all the information is entered, you will be asked to give the total amount including the service fees. The transfer will be completed after this and the money available in minutes to your receiver. Don’t forget to get the tracking number (MTCN) from your receipt and share it only with your receiver, he or she will need it to pick up the cash.

What are acceptable documents for picking up money in Guinea?

For money pickups at a Western Union agent location, your receiver must present one of the following types of IDs:

  • Valid passport
  • National ID issued in Guinea
  • Driver’s license with photo

Acceptable IDs are subject to the rules and regulations of the Central Bank of Guinea.

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

You can check your transfer status online. All you need is your name and the tracking number (MTCN – Tracking number) printed on your receipt. Or you can call our Western Union Customer Care number at +224 627 27 03 22, or send an email to ogn.wu.support@orabank.net

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

You can check your transfer status online. All you need is the sender’s name and the tracking number (MTCN – Tracking number) printed on the sender’s receipt.

When can I visit a Western Union’s agent location?

Each Western Union agent location has its own hours of operation. Some have extended hours and some even stay open 24/7.
Find a nearby Western Union agent location.

Does Western Union need to confirm my identity?

Yes, before making your first online transfer, you will need to verify your profile in person. Once you have successfully registered online, please visit one of the Unioni Financiar Tirana (UFT) locations for a one time in-person verification. Once your profile is verified, you will be able to send money online.

How long will it take to confirm my identity?

After you present a valid government-issued ID at one of the Unioni Financiar Tirana (UFT) locations you will receive a confirmation via SMS.

How do I provide my identification document?

If you are a resident in Albania, then the following identification is accepted:
– Identity card issued by the Republic of Albania;
– Passport issued for Albanian citizens. If you are a European Union resident, or a resident of North Macedonia, Montenegro or Kosovo the following identification is accepted:
– Identity card issued in European Union, or respectively in North Macedonia, Montenegro and Kosovo. If you are a non-resident, then the following identification documents are accepted:
– International passport of the foreign citizen. Identification documents should have your full name, ID details, citizenship and date of birth.
Please make sure to bring the same identification document to the verification location that you have used for your online profile.

Which Unioni Financiar Tirana (UFT) locations can verify my profile in Albania ?

Search for a Union Financial Tiran (UTF) location near to you. All locations on the list will verify your online profile.

Introduction to consumer protection

Western Union values its business and takes pride in delivering your funds in the quickest and most reliable way possible. However, it is important that you protect yourself from fraudsters who are out to get your money. Below are some frequently asked questions about fraud. For more information, please visit the Fraud Awareness section here.

Are there common fraud scenarios that I should be aware of?

Yes. Only use Western Union to send money to friends and family. Never send money to someone you have not met in person. Scammers sometimes encourage people to transfer money. Do not transfer money to anyone who asks you to send them money:

  • For an emergency situation you haven’t confirmed
  • For an online purchase
  • For anti‐virus protection
  • For a deposit or payment on a rental property
  • To claim lottery or prize winnings
  • To pay taxes
  • For a donation to charity
  • For a mystery shopping assignment
  • For a job opportunity
  • For a credit card or loan fee
  • To resolve an immigration matter

After the money is paid, Western Union may not be able to give you a refund, even if you are the victim of fraud, except under limited circumstances.

Someone claiming to be from Western Union emailed me. What should I do?

If you receive an email from anyone claiming to be from Western Union and you are unsure about it, do not click on any links in the email. This may be a “phishing” attempt to acquire sensitive information from you. Instead, immediately contact Western Union Customer Care center toll free on 0800 44 55 from 8:00 am to 7:00 pm on weekdays and 10:00 am to 4:00 pm on Saturdays and holidays or email westernunion@uft.al. Support is available in Albanian and English or visit any Western union agent location near you.

Please note Western Union WILL NEVER send you e-mails to ask for your user ID, password, or credit card details.

What is a Test Question? When is it used?

In some countries, senders are asked to provide a Test Question and its answer when they initiate the transfer. In cases where a Test Question was provided by the sender, the receiver may be required to give the answer when picking up the funds. The Test Question feature is designed for emergency situations where the receiver still needs to provide proper identification. It should never be used as additional security or to delay payment. In many places, we’ll pay the receiver whenever the receiver shows proper identification, even if he/she does not know the answer to the question. Test question is not available for payout in Albania.

Can the Test Question feature secure my funds or delay payment of a transaction?

The Test Question feature is designed for emergency situations where the receiver still needs to provide proper identification. It should never be used as additional security or to delay payment. In many places, we’ll pay the receiver whenever the receiver shows proper identification, even if he/she does not know the answer to the question. Test question is not available for payout in Albania.

What can I do if I suspect fraud or am a victim of fraud?

You should immediately visit our agent location for assistance with a transaction that you believe was sent for fraud. You should also file a report with your local law enforcement. You should also contact your government’s Office of Consumer Affairs and police station if you are uncertain or suspicious of a telephone, mail, or e-mail solicitation.

What additional tips should I keep in mind?
  • Always make sure you know who you are sending money to.
  • Discontinue a call if a caller coaches you to respond to questions asked by Western Union.
  • Security is everyone’s responsibility. Stay informed. Keep abreast of new fraud trends.
  • Remember, if it seems too-good-to-be-true, it probably is.
  • Get more information about how to protect yourself from fraud.
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.