Frequently Asked Questions

Send money

How do I find out if my money has been sent? How do I find out if a money transfer is available for pickup? How do I pick up a money transfer? View all questions →

Send money online

Can I change the name on a money transfer? How do I send money online? How long does it take to send money online? View all questions →

Payment authentication

What is Strong Customer Authentication (SCA)? Why wasn’t my authentication successful? View all questions →

Send money in person

Who uses Western Union money transfer services? What are Western Union agent locations? Which transfer service is offered at Western Union agent locations? View all questions →

Send money from a bank account

How can I send money from my bank account? View all questions →

Send money to a bank account

What is the Western Union® Direct-to-bank account money transfer service? What information is required from the sender to send a Direct-to-bank account money transfer? How can I send money to a bank account? View all questions →

Send money to a mobile phone

How can I send money to a mobile phone? What’s a mobile wallet? Can money be sent to any mobile phone? View all questions →

Exchange rate alert

How do I set an exchange rate alert? How do I edit an exchange rate alert? Will I get the same exchange rate as that in the alert? View all questions →

Agent locations

What are Western Union agent locations? When are Western Union services available? How do I find a Western Union agent location? View all questions →

Registration

Does it cost anything to register at Western Union’s website? How can receivers register in Colombia? How can receivers register in Argentina? View all questions →

Identity verification

Verify your identity What are the acceptable documents for identity verification? Do we need more information from you? View all questions →

Consumer protection

Are there common consumer fraud scenarios to be aware of? I received a suspicious email from someone claiming to be Western Union, what should I do? Does Western Union offer an escrow service or any kind of buyer protection? View all questions →

COVID-19

Is Western Union open for business? I can’t pick up my money transfer because no agent locations are open due to COVID-19 How can I earn My WU^SM points? View all questions →

My WU^SM loyalty program

What is the My WU^SM loyalty program? What are the benefits of the My WU^SM loyalty program? What are the benefits of the My WU^SM loyalty program? View all questions →

Sending large transfers

What qualifies as a large amount money transfer? What is the limit of the amount that I can transfer through Western Union? Are there any additional checks to sending multiple large amount money transfers in a short period of time? View all questions →

Customer questionnaire

Why am I unable to use Western Union services after receiving the message “Additional info needed, go to westernunion.com/gcr”? Why do I need to provide additional information? How can I use Western Union services again? View all questions →

Can’t find what you are looking for?

If you need to get in touch with Western Union, don’t hesitate to contact our Customer Care