Frequently Asked Questions

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

Western Union agents are our representatives in the different countries you send or receive money, they may be banks, post offices, supermarkets, grocery stores, check cashers, mailbox centers, drug stores, travel agencies, depots, airports, train and bus stations, currency exchange offices and other retailers.

Finding an agent location in Georgia is easy, go to our agent locator tool.

Once you get to our agent location, you will be asked to provide some information:

• Your receiver’s first name and last name.
• The amount you want to send.
• The country you are sending to.
• Your government-issued ID or passport.

After presenting all that information you can give the agent the total amount including the applicable service fees.

You need to present a valid government-issued ID or Georgian passport to send money at a Western Union agent location. Acceptable IDs are subject to the banking laws and regulations of Georgia.

You can usually send any amount you want. But, for certain amounts, we might ask you to provide additional information or documentation.

Money transfers will generally be paid out in cash. After you’ve chosen your destination country, you may ask the agent for the types of services available to you.

Other restrictions may apply. For more information, please contact a Western Union agent , or the Westernunion.com Customer Care number at +995322272727 or send an email to supportwu@tbcbank.com.gе, available 24/7.

You can check your transfer status online, all you need is the sender’s name and the Money Transfer Control Number (MTCN) printed on the sender’s receipt.

Each Western Union agent location determines its own hours of operation. Some have extended hours and open during weekends.

Find a nearby Western Union agent location with our agent locator tool.

Yes, the Western Union “direct to bank account” service is an easy and convenient way to send funds directly to a receiver’s bank account in selected countries.

Select our direct to bank account country information tool to see which countries have this service available.

To send money directly to a bank account, just select the direct to bank account service when sending funds online or at an agent location.

What you need to provide when selecting this service changes from country to country, but usually include:

• Your receiver’s bank name and code.
• The receiver’s bank account name and number.

To find out which countries are available for the direct to bank service, please use our  country information tool.

A bank code is a series of numbers used to identify banks around the world. They can have between 3 and 23 digits depending on the bank and the country.

A bank code could be called:

• BSB
• SWIFT Code
• BIC (Bank Identification Code)
• CHIPS (Clearing House Inter-bank Payment System) – US and Canada only
• NCC (National Clearing Code)
• BSC (Bank Sort Code)
• IFSC (Indian Financial System Code)

For some countries you may need an International Bank Account Number (IBAN) in addition to the bank code.
Ask your receiver for the bank code and IBAN (if applicable). You can refer to our direct to bank account country information tool to find out more details.

A Bank Identification Code (BIC) is used to identify banks worldwide. BIC is the same as a SWIFT code, and it will be 8 or 11 digits long. Ask your receiver if BIC is required in their country, you can check our direct to bank account country information tool for more details.

An International Bank Account Number (IBAN) is a code used in some countries to identify a customer’s bank account. The IBAN has a letter to identify the country followed by 2 digits, and then up to 35 characters for the bank account number. You can refer to our direct to bank account country information tool to see what details are needed for each country. Ask you receiver for the IBAN if it’s required.

Direct to Bank Account money transfers can change from country to country and can take up to five days¹. For more details, please refer to our direct to bank account country information tool.

1. Cash pick up at an Agent location

You can pick up your money at any Western Union agent location in Georgia.
You’ll need to provide the following information:

• Your full name
• The tracking number ( MTCN – Money Transfer Control Number).
• The exact amount expected.
• Your sender’s full name.
• The country the money came from.
• A valid government-issued ID.

Some restrictions may apply.

You need to present a valid government-issued ID or Georgian passport, to pick up money at a Western Union agent location. Acceptable IDs are subject to the Banking laws and regulations of Georgia.

You can go to “Track a transfer” at wu.com. There you can type in the sender’s name and the Money Transfer Control Number (MTCN) and you’ll get an update on the latest status of your money transfer. You can also call Western Union Customer Care at +995322272727 or send an email to supportwu@tbcbank.com.gе, available 24/7.

Money transfers will generally be paid in cash. Other restrictions may apply. For more information, please visit your nearest Western Union agent location, or call Western Union Customer Care at +995322272727 or send an email to  supportwu@tbcbank.com.gе, available 24/7.

All applicable fees are paid by the sender. The receiver pays no transfer fees.

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 asignment.
• For a job opportunity.
• For a credit card or loan fee.
• To resolve an immigration matter.

If you transfer money, the person you’re sending it to gets the money quickly. 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.

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 mail. This may be a “phishing” attempt to acquire sensitive information from you. Instead, immediately please contact Western Union customer service center at +995322272727 or send an email to wusupport@tbcbank.com.ge, available 24/7. Western Union will never send you e-mails to ask for your user ID, password, or credit card details.

In some countries, senders are asked to provide a ‘Test Question’ and the 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 Georgia.

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 Georgia.

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.

• 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 seemts too-good-to-be-true, it probably is.
• For more information about how to protect yourself from fraud, click here.

Registration is required for most of our services. After you open wu.com you’ll need to complete the profile registration form and follow these steps:

• Enter your name, last name, middle name (if applicable) and your phone number.
• You will receive a one-time verification code to your mobile phone.
• Fill in the online registration form  with the following information: full name, full address, date and country of birth, personal identification number, your government-issued ID or Georgian passport. When an expired ID is detected, you will be required to provide a new one.
• Once you have successfully registered online, you will be asked to accept the Terms and Conditions of Online Profile Registration and Online Privacy Statement for our online services.
• After your profile is created, you’ll be able to send up to 1499 GEL (500 USD) per transfer, per day and up to 10,000 GEL (3,500 USD) per month. If you want to send more, you will need to go through one-time verification in person at one of the TBC bank location. Learn more about it.

No, it’s free to register on wu.com.

Anyone who meets the following conditions, can use our online money transfer service.

• Residents of Georgia should have a passport or a valid government-issued ID.
• Must be at least 18 years old.
• Must accept the Terms and Conditions of Online Profile Registration and Online Privacy Statement for using our services.
• Must have a credit or debit card issued in Georgia.
• Must have a valid phone number issued in Georgia.

Registration with a valid ID and phone number is possible only once.

You can change or update your WU profile information from the “Profile” tab after you log in.

If you want to change your personal information, go to your online profile and select “Edit profile” from the right-hand menu. If you have any questions about your profile, please contact Western Union Customer Care at +995322272727 or send an email to supportwu@tbcbank.com.gе, available 24/7.

Your User ID is your phone number.

If you forgot your password, you can select the “Forgot password” option and a new password will be sent to your phone number.

If you repeatedly entered incorrect details or your profile is locked, please try to log in to your profile after 30 minutes or contact Western Union Customer care at +995322272727 or send an email to  supportwu@tbcbank.com.gе, available 24/7.

You can change your password or mobile phone number on the “Profile” page after you log in. Please select “Edit profile” from the right-side menu and change your password.

For online registration, you can use only one phone number.

If you have any questions please contact Western Union customer service center at +995322272727 or send an email to  supportwu@tbcbank.com.gе, available 24/7.

You can delete your online profile by contacting Western Union Customer Care at +995322272727 or send an email to  supportwu@tbcbank.com.gе, available 24/7.

Yes, if you want to send a higher amount, you will need to verify your profile by visiting a TBC bank location. After your profile is verified, you’ll be able to send up to 7499 USD (18,000 GEL) per transfer.

After you present a valid government-issued ID at one of the TBC bank location, you will receive a confirmation via email or SMS. If you need to send a higher amount before your verification is completed, please visit a Western Union agent location.

You can find your nearest location with our agent locator tool.

Your User ID is your mobile phone number.

If you forgot your password, you can select the “Forgot password” option and a new password will be sent to your email.

If your profile is locked, please try to log in again after 30 minutes or contact the Western Union customer care number at +995322272727 or send an email to supportwu@tbcbank.com.gе, available 24/7.

You can change your password at any time on the “Profile” page after you log in. Please select “Edit profile” from the right-side menu and change your password.

For online registration, you can use only one email address. After you verify your email, it cannot be changed.

To delete your profile, please contact the Western Union Customer Care at +995322272727 or send an email to supportwu@tbcbank.com.gе, available 24/7.

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.