Frequently Asked Questions

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.

Depending on your transaction amount, type, and location, some or all of the following may be required:

• You may be asked to provide your photo identification document and your address.
• You may be asked questions by the agent.
• You may be required to send us a copy of your photo ID and/or your proof of address.
• You may be asked for a telephone interview.

Western Union has built technology that will enable our systems to prompt Agents for their required information. These rules are based on global and local country regulations – these may include aggregation rules, individual transaction limits, transacting from/to high risk corridors, and politically exposed customers.

You can find more details in our privacy statement, which is in the terms and conditions on your money transfer form/receipt or available on our website.

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.

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.

To verify your identity, Western Union requires at least one photo identification and one proof of address document.

• Photo ID documents:
• Proof of address documents:

Note:

– 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.

You can send the documents online or you can take them to an agent location. Be sure to use your full name as it appears on your document.

Also include your mobile number while doing a money transfer, in case you’d like to receive SMS notifications regarding additional information required by us, as well as your ability to transact with us.

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

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

Occasionally, money transfers get rejected. If that’s the case, and depending if the transaction has been paid to the intended Beneficiary, you may receive a refund of your money transfer at a Western Union agent location.

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.

You can access the Bulgarian money laundering regulations online.

For more information about this process, please contact us by phone at 008001114998.