Frequently Asked Questions

Why do I need to provide additional information?

All financial institutions, including Western Union, are required to collect additional identity information to know their customers better. When we understand who is sending money to whom, we can help protect your money from being used for illegal activities.

What will I be asked to do?

You will always be asked to provide your photo identification document and your address. Depending on your transaction amount, type, and location, some or all of the following may be required:

  • You may be asked questions by the agent.
  • You may be required to send us additional documentation.
  • You may be asked for a telephone interview.
When will I be asked to provide additional information?

Sometimes local or global rules and regulations require us to collect additional information from people sending money online or at an agent location. These requirements are based on transfer amounts, receiver’s country, and other factors.

Find more details in our privacy statement or in the terms and conditions on your money transfer receipt.

Will my information be safe?

Western Union takes the protection of customer information very seriously. Your information will be kept in Western Union’s secure databases and used only as permitted by data protection law. We also use encryption and other technologies to protect the information we collect from you.

How will Western Union use my personal information?

Western Union says how we use your personal information in our money transfer terms and conditions. This information is available on the form or receipt that you receive and sign when you send or receive money. You can also find details in our online privacy statement. If you have any further questions, please contact us using the personal information section of the terms and conditions or via the Contact Us section.

What additional documents may I need to provide?

To verify your identity, Western Union requires at least one identification (ID) and one non-identification document.

  • Photo ID documents:
  • Non – Government IDs:

Proof of address documents must have been issued within the last 3 months and sent to you at your home address.

The local authority letter can be original or printed from the Internet.

What if I did not have the documents ready when Western Union asked for them?

You can upload the documents online at upload.wu.com. Always use your full name as it appears in your documents.

If I provided identity documents for an online transfer, will I need to provide them again for an in-person transfer?

Yes. Requirements are different for online and in-person transactions.

I was asked for an additional interview. Why?

Depending on the location and service type, we may be required to collect additional information. Western Union complies with all regulatory standards.

Can my transfer still get rejected? What can I do?

Occasionally, money transfers get rejected. If you are eligible for a refund, you will need to go to an agent location.

What if I choose not to share my information?

Western Union is required to comply with regulatory standards and internal policies. Without additional information, you will not be allowed to send or receive money.

Where can I learn more about this legal requirement?

You can access the Croatia regulations for Record Keeping and Client Identification for Money Services Businesses online.

What should I do if I have questions that aren’t answered here?

For more information about this process, please contact us at

By Phone:

0 800 806 227 or +32 2643 8940

Mondays to Sundays 9:00 AM – 12:00 AM

By E-mail:

Croatia.customer@westernunion.com