Frequently Asked Questions

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

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 contact us or visit the nearest agent location.

Western Union will never send you emails to ask for your user ID, password, or credit card details.

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, a receiver in New Zealand may be required to give the answer while 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 some cases, we’ll pay the receiver whenever the receiver shows proper identification, even if he or she does not know the answer to the question.

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.

Please contact us immediately for assistance with the details of a transfer 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 email 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 seems too-good-to-be-true, it probably is.
• Read and find out more information on how you can protect yourself from fraud.