Frequently Asked Questions

If you need to know more, do not hesitate to call Western Union Customer Care at 0800 707 9330.

How can I send money online through westernunion.com or the app?

You can start by registering at westernunion.com or through the Western Union® Brazil app, by following these steps:

  1. On our web or app choose the ‘Send money’ option.
  2. Select the receiver’s country, the amount you want to send, and then choose the ‘Bank transfer’ option on the ‘How will you pay’ section.
  3. Select the way you want your receiver to get the money. You can choose to send money for a cash pickup or directly to a bank account.
  4. Review the transfer details and then choose ‘Send.’ You will see Western Union’s bank account information.
  5. To pay for your money transfer, go to your online banking website or app. Enter the complete amount (including the applicable fees) and Western Union’s bank account information provided at the end of step 4.
How do I send money online to a bank account?

This service is only available in some countries. Once the transfer is completed through westernunion.com or our app, and then from your bank’s website or app, the money will be deposited within 3 business days after we receive the payment.

How long does it take to send money online?

If you want your receiver to get the money in minutes, you can make an online transfer and pay for it with your bank account. Receivers can pick up the cash at any Western Union agent location worldwide. Some restrictions may apply. See our Terms and Conditions for more details.

If you prefer to do a money transfer directly to your receiver’s bank account, note that it will generally be credited within 3 business days after the money is sent. Other restrictions may apply. See our Terms and Conditions for more details.

What documents do I need to send money online?

You will need:

  • A driver’s license, or other official government-issued ID, and CPF, if you’re a Brazilian.
  • A driver’s license, or a foreigner registration ID (RNE), and CPF, if you’re a foreigner living in Brazil.
How do I pay for my online money transfer?

To pay for your money transfer, go to your online banking website or app. Enter the complete amount (including the applicable fees) and Western Union’s bank account information. This information is provided after you finished entering all necessary details in westernunion.com or in our app.

After the payment is made, do I need to send the receipt to Western Union?

No. After making the bank transfer to Western Union’s account, you won’t need to send us your receipt.

Do I need to transfer the exact amount to Western Union’s bank account?

Yes. You must transfer the total amount exactly as it shows on your receipt to Western Union’s bank account. If the transfer is not made with the exact amount, the system will not accept it and will issue a refund.

Can I make a bank transfer using someone else’s account?

No. For Western Union to be able to verify your bank transfer, you must pay with the same bank account number and CPF registered on our website or app.

Can I transfer from or to a business bank account?

No. Only transfers from or to savings or personal checking bank accounts are accepted.

What is Western Union’s bank account information?

For online transfers made from our website or the app, please use the following bank account information:

Western Union Corretora de Câmbio S.A
Bank Code: 119 – Banco Western Union do Brasil S.A
Branch: 001
Account Number: 010-8
CNPJ: 13.728.156 / 0001-35

How do I change the receiver's name?

To change your receiver’s name, please call our Customer Care at: 0800 707 9330.

I forgot my password. What should I do?

If you have forgotten your password, you can request a new one through westernunion.com, or through our app, by going to the ‘I forgot my password’ option. You will receive an email with the instructions on how to create a new password.

I can't complete my registration because it doesn't recognize my address. What should I do?

You need to make sure that you are entering the full address and the street number correctly. For the ZIP Code, you must add a hyphen between the numbers like this: 00000-000.

How do I send money to India with UPI?

About UPI

Unified Payment Interface (UPI) is a payment method that allows you to instantly transfer money to a bank account in India.

 

Understanding UPI ID

UPI ID is a virtual payment address (VPA) that uniquely identifies one person. A UPI ID format is like an email ID: with the sign “@” in the middle. For example, your receiver’s UPI ID could be “receiver’s_name@bank_name” or “phone_number@bank_name.”

When sending with a UPI ID, you only need to have your receiver’s UPI ID. You do not need to ask receivers for their account number, account type, bank name, or IFSC code.

To receive the payment, the receiver needs to have their UPI ID linked to the bank enabled for international UPI remittance. Please see below the list of banks that support international UPI.

 

Current list of banks that support international UPI transfer

Below are the banks currently supported. More banks will be made available soon.

ICICI BankICIC
Axis BankUTIB
Bank of IndiaBKID
Andhra BankANDB
Yes BankYESB
IndusInd BankINDB
UCO BankUCBA
Central Bank of IndiaCBIN
Bank of BarodaBARB
Kotak Mahindra BankKKBK
State Bank of IndiaSBI
Allahabad BankALLA
HSBCHSBC
IDBI Bank LimitedIBKL
Oriental Bank of CommerceORBC
Punjab and Sind BankPSIB
RBLRATN
South Indian BankSIBL

 

Send limits using UPI

Currently, you can send up to 200,000 INR per transfer.

 

Steps to send money using a UPI through Western Union

Western Union is the first money transfer service company to use a UPI transfer internationally.

1. Log in to your Western Union profile.

2. Choose India as your receiving country (you will need to know your receiver’s mailing address).

3. Choose to send using a bank pay out and use any payment method.

4. Choose UPI ID under the bank information section. You’ll be able to browse all the banks enabled for international UPI transfer.

5. Choose to send your transfer, and you’re all set. Generally, your transfer should be completed in minutes.

Why should I register with Western Union's website or app?

Registration is required for most of our services. After you register, sending a money transfer, payment, or message can be done in minutes. This is possible because your information will be already filled in on the page or the app. This saves you the time and trouble of typing it every time you want to send money.

Does it cost anything to register at Western Union's website or app?

No, it’s free to register.

How do I find a Western Union agent?

You can find a nearby agent using our agent locator, or with our app.

How do I send money from an agent location?

If you want to send money from an agent location, you can follow these steps:

  1. Find the nearest agent location using our agent locator, or with our app.
  2. Show the agent a valid government-issued ID.
  3. Give the agent the total amount for your transfer plus the applicable fees.

You can contact the agent location directly to learn more information on how to send money with them.

Some agent locations need you to enter the money transfer details online, or in the app, before visiting. Please review the information provided by the agent locator to make sure if the location selected requires this.

How do I start my transfer on westernunion.com or on the app and pay for it at an agent location?

You can log in or register to Western Union and start your transfer on our site or app and save time at the counter. Please follow these steps:

  1. On our web or app choose the ‘Send money’ option.
  2. Select the receiver’s country, the amount you want to send, and then choose the ‘Pay in cash’ option on the ‘How will you pay’ section.
  3. Review the transfer details and then choose ‘Send.’
  4. Find the nearest agent location online or with our app.
  5. Tell the agent that you started your transfer on the app or the web. Share your phone number and show a valid government-issued ID.
  6. Finally, give the agent the total amount for your transfer plus the applicable fees.
How do I send money from an agent location to a bank account?

Note that this service is only available in some countries. You will be asked to share your ID and other information like your receiver’s bank account details. You will then give the agent the total amount including the applicable fees. Once the agent receives the payment, the money will be deposited within 3 business days into your receiver’s bank account. Some restrictions may apply. See our Terms and Conditions for more details.

How long does it take to send money from an agent location?

If you want your receiver to get the money in minutes visit an agent location near you. Receivers can pick up the cash at any Western Union agent location worldwide. Some restrictions may apply. See our Terms and Conditions for more details.

If you prefer to do a money transfer directly to your receiver’s bank account, note that it will generally be credited within 3 business days after the money is sent. Other restrictions may apply. See our Terms and Conditions for more details.

What documents do I need to send money from an agent location?

You will need:

  • A driver’s license, or other official government-issued ID, and CPF, if you’re a Brazilian.
  • A driver’s license, or a foreigner registration ID (RNE), and CPF, if you’re a foreigner living in Brazil.
  • A government-issued ID, or passport, if you are from a country within the Mercosul.
  • A valid offcial passport, if you are from a country outside the Mercosul.
How do I know if my money transfer has been received?

You can track your transfer online our through our app at any time.

How do I receive a money transfer?

To receive a money transfer at an agent location, you just need to show a valid government-issued ID and the tracking number (MTCN).

Remember to read and sign the receipt so the agent can give you the money along with a copy of the receipt.

Some agent locations need you to enter the money transfer details online, or in the app, before visiting. To make sure that the agent location selected requires this, please check the information provided on the agent locator.

What documents should I bring to receive the money from an agent?

You will need to present the following:

  • A valid government-issued ID
  • The tracking number (MTCN)

Some agent locations need you to enter the money transfer details online, or in the app, before visiting. To make sure that the agent location selected requires this, please check the information provided on the agent locator.

How will I know if a money transfer is ready for pickup?

You can check the status of your money transfer at any time by selecting ‘Track transfer‘ on westernunion.com or on our app. You only need the tracking number (MTCN) and the country the money was sent from.

How does Western Union pay out money transfers?

Money transfers will generally be paid in cash or will be transferred directly to the receiver’s bank account if the option is available.

How can I know the status of my money transfer?

You can check the status of your money transfer at any time by selecting “Track transfer” on westernunion.com or on our app. You only need the tracking number (MTCN) and the country the money was sent from.

Why does the status of my money transfer say pending?

If it’s been less than 30 to 40 minutes since you completed the transfer, it’s possible that it has not yet been confirmed. Wait for a few more minutes and then check again the status.

Sometimes we need to verify the sender’s identity before accepting a money transfer. If this is the case, we will send an online receipt to the sender, as well as an email requesting that they call Western Union. Once we have verified the sender’s information, the transfer will go through and the receiver can pick up the money.

What does it mean when the status is available or reimbursed?

When the status is available, the transfer can be picked up by the receiver at any time.

If the status is reimbursed, the money was sent back to the sender and can be picked up by him or her at any time.

As a Western Union Money TransferSM user, we value your business and take pride in delivering your funds to the intended recipient in a fast, convenient and reliable manner. However, there are individuals throughout the world who will attempt to use any system to receive payments in connection with fraudulent sales or solicitations.

Make sure you know to whom you are sending money. If you are purchasing goods or services and paying through the Western Union network, it is your responsibility to verify the reputation and legitimacy of the seller. Western Union is not responsible for the non-receipt or quality of any goods or services.

Discontinue a call if a caller instructs you on how to respond to questions asked by Western Union.

Security is everyone’s responsibility. Stay informed about consumer fraud trends.

Remember, if it seems too good to be true, it probably is.

Are there common consumer fraud scenarios to be aware of?

Be wary if you are required to pay a fee before receiving a loan. Beware of sweepstakes, prize or lottery company representatives who tell you to transfer money to them in order to claim a prize you’ve won. There are many companies running fraudulent contests that ask you to transfer them money but give you nothing in return.

Beware of unsolicited letters or emails from a Nigerian or other foreign government officials requesting assistance in the transfer of excess funds from a foreign country into your bank account.

Beware of telephone calls from the police claiming someone you know has been in an accident or arrested and is requesting money.

Beware of unsolicited letters or emails offering an unrealistic price for expensive or difficult to find merchandise.

Make sure you know to whom you are sending money. If you are purchasing goods or services and paying through the Western Union network, it is your responsibility to verify the reputation and legitimacy of the seller. Western Union is not responsible for the non-receipt or quality of any goods or services.

I received a suspicious email from someone claiming to be Western Union, what should I do?

If you receive an email from a company representing itself as Western Union and you are not sure it was sent by Western Union, do not click on any links in the email. This may be a “phishing” attempt to fraudulently acquire sensitive information from you. Instead, immediately forward the suspicious email to spoof@westernunion.com.

Western Union will never send you an email asking for your user ID, password or credit card details.

Can the Test Question feature secure my funds or delay payment of a transaction?

The “Test Question” feature in the Western Union® Money TransferSM service is designed for emergency situations where the receiver does not have proper identification (e.g. his or her wallet and identification have been stolen). It should never be used as additional security to time or delay the payment of a transfer.

In many locations, Western Union will pay the receiver whenever the receiver shows proper identification, even if the receiver does not know the answer to the test question.

Does Western Union offer an escrow service or any kind of buyer protection?

Western Union does not offer an escrow service or any type of “purchase protection” policy. Western Union’s business is to transfer funds from a sender to a receiver. We caution people who use our services against sending money to people they don’t know. It is the sender’s responsibility to know the party to which the funds are being sent.

Using a fictitious name or changing the Receiver name after the money transfer has been sent is not a guaranteed means of securing funds. If a receiver presents proper identification with the same name as on the money transfer, payment will be made.

Be wary of 3rd party “collection” or “holding” services unless they are a reputable, licensed escrow service. Western Union is not an escrow service, should not be used as an escrow service and is currently not affiliated with any escrow services.

Can I use Western Union to pay for online auctions?

For online auctions, examine seller feedback carefully and know the warning signs associated with fraudulent auction sales. Most online auction sites have safety guidelines or FAQs that can help you identify potentially fraudulent sales. Be wary if the seller is using a free email address or insists on accepting only one form of payment. Report any suspicious activity and file non-delivery of goods complaints with the auction site through which you purchased the item.

Remember that Western Union never acts as a guarantor of an auction buyer or seller’s performance.

What can I do if I suspect fraud or am a victim of fraud?

Contact your government’s Office of Consumer Affairs if you are uncertain or suspicious of a telephone, mail or email solicitation.

If you feel you have been the victim of fraud, you can contact your local police.

What does Western Union do to protect my information?

Western Union employs a variety of technique, including SSL technology, to keep your personal information safe.

Additionally, the following tips can help keep your password secure:

  • Make your password difficult to guess. Avoid using any part of your name, your birthday, or any words that can easily be associated with you.
  • Use a combination of letters and numbers, and a mix of lower case and capital letters.
  • Use multiple passwords for your various accounts to decrease your risk in case one password is compromised.
  • Avoid writing your password down where it may be compromised.

You can further protect your passwords by making sure that your virus-scanning software is kept up to date, and by running anti-spyware programs. These programs can help protect you from viruses or other malware that could compromise your identity even though your computer may seem to be working fine.

If you use Microsoft Windows, make sure your Windows updates are enabled to help keep your operating system protected. You can learn more about Microsoft Windows updates at https://www.microsoft.com.

Use extra caution when entering your password on a computer that does not belong to you. Viruses, spyware, or the browser settings might be used to compromise your account by recording your username and password.

Western Union continues to monitor the COVID-19 (Coronavirus) developments closely. Our primary concern is the safety of our customers and employees, as well as the well-being of those impacted. Here, you can find answers to questions that you might have about how our services may change during this time. We will keep this information updated as the situation develops.

Is Western Union open for business?

  • Yes, we continue to serve our customers and operate globally. Given the current situation, we encourage those in affected areas to send or receive money using our mobile app, or westernunion.com.
  • Please note that our agent locations in areas with a high concentration of COVID-19 outbreaks may close their businesses temporarily or may have updated operating hours. Be sure to check our agent locator for current hours of operation. You should also consider calling before visiting to confirm availability of services and open hours.
I cannot pick up my money transfer because no agent locations are open due to COVID-19.

We are sorry for the inconvenience. Given the ever-changing situation, we recommend those experiencing local restrictions due to COVID-19 visit westernunion.com or use our mobile app to send transfers for payout directly to a bank account or a digital wallet.

If I can’t pick up my money transfer, what will happen to my money?

Your transfer will be available for 30 days. After this time, your sender will have to contact our Customer Care to restart the transfer or cancel the transfer for refund.

Can’t find what you are looking for?

You can find the answers to many of your questions above.
But if you still need to know more, do not hesitate to contact us.