Frequently Asked 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 →
My WU℠
What is the My WU℠ loyalty program? What are the benefits of My WU℠ loyalty program? How can I earn My WU℠ points? View all questions →
Payment authentication
What is Strong Customer Authentication (SCA)? Why wasn’t my authentication successful? View all questions →
Send money to a mobile device
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 →
Send money to a bank account
How do I send money to India with UPI? What is the Western UnionSM Direct to Bank Account money transfer service? What information is required from the sender to send a Direct to Bank Account money transfer? View all questions →
Send money online
How do I send money online? How long does it take to send money online? How do I pay? 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 with Western Union
How do I find out if my money transfer 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 →
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 →
Covid-19
Is Western Union open for business? I cannot pick up my money transfer because no agent locations are open due to COVID-19. If I can’t pick up my money transfer, what will happen to my money? 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 →
Consumer protection
Can I use Western Union to pay for online auctions? How do I view a site’s SSL Certificates to verify the website’s identity? Does Western Union offer an escrow service or any kind of buyer protection? View all questions →
Send money to a mobile phone
Does the sender need to have a mobile phone? In which currency are receivers paid? How can I send money to a mobile phone? View all questions →
Registration and profile settings
How can receivers register in China? How can receivers register in Jamaica? How do I log into my Western Union profile? View all questions →
Help with current and past transfers
How long does it take to receive a refund? How do I add my debit card, credit card1 or a bank account? Will I be notified if my transfer is delayed? View all questions →
Send money
How do I find out if a money transfer is available for pickup? How do I find out if my money transfer has been sent? What about exchange rates? View all questions →
Receive money
How can my receiver get the money? What does my receiver need to pick up the money transfer? How do I pick up a money transfer? View all questions →