Frequently Asked Questions

You can provide any of the following:

• Your passport
• Your EU or EEA issued ID
• Your Belgian residence permit
• Your Belgian Diplomatic ID

If we need additional information from you, we’ll request you to send it via email. Please note that the documents should be sent as PDFs or JPGs. Also, be sure your documents are clear and easy to read.   

If you are sending money from an agent location or need assistance processing your transfer, please bring any one of the following photo IDs with you:

• Passport
• EU/EEA ID
• EU driving license (photocard version only)

You’ll need to verify your identity to send 1 000 EUR or more. After your identity has been verified, you’ll be able to send up to 5 000 EUR per transfer.

You can verify your identity in any of the following ways:

• During an online transfer
• Through video chat

During an online transfer

To verify during an online transfer, please do the following:

1. Log in to your profile and initiate a transfer of 1 000 EUR or more. If you don’t have a profile yet, create one.
2. Enter the required details and select Continue.
3. Confirm your details on the Complete your profile page and select Continue.
4. Provide additional identity information and select Continue.
5. Select Itsme or Verify using government-issued ID¹ to initiate verification.

• Itsme for instant verification:

1. Confirm your details and follow the instructions.
2. Review and select Send to complete your transfer.

• Verify using government-issued ID:
  1. Choose a government-issued ID to upload, enter the details, and select Next.
  2. Review your transfer and select Send.
  3. Upload your documents and select Upload.

We may take 30 minutes or more to verify your identity. If we need additional information, we’ll request you to send it via email.

¹If you sent a transfer at a Western Union agent location before, please use the same government-issued ID that you used at the location.

Note: Before you upload a copy of your documents, be sure of the following:

• Your picture, signature, birthdate, expiration date, and any other important information are clearly visible.
• The information matches that on your Western Union profile.
• Your documents are in PDF or JPG formats.

Through video chat

To initiate identity verification by video chat, please do the following:

1. Log in to westernunion.com or go to our app.
2. Select the Profile icon   at the top right and choose Start verification now.
3. Select Computer and webcam or Smartphone as the medium of video chat.
4. Follow the instruction to complete the verification.
   Note:
   • Please enable access to your camera and microphone before you start the video chat. Also, keep your documents ready.
   • It may take up to 4 hours to verify your identity. Once your identity verification is successful, we’ll send you a confirmation email. ​

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.

Note: You must be at least 18 years old to send or receive money with Western Union.

We might ask you for additional details to verify your identity when sending money online.