Frequently Asked Questions

Send money online
How can I send money online through westernunion.com or the app? How do I send money online to a bank account? How long does it take to send money online? View all questions →
Registration
Why should I register with Western Union’s website or app? Does it cost anything to register at Western Union’s website or app? View all questions →
Send money from an agent location
How do I find a Western Union agent? How do I send money from an agent location? How do I start my transfer on westernunion.com or on the app and pay for it at an agent location? View all questions →
Receive money
How do I know if my money transfer has been received? How do I receive a money transfer? What documents should I bring to receive the money from an agent? View all questions →
Track a transfer
How can I know the status of my money transfer? What are the different money transfer statuses? What is an MTCN and where can I find it? View all questions →
Consumer Protection
Are there common consumer fraud scenarios to be aware of? I received a suspicious email from someone claiming to be Western Union, what should I do? Can the Test Question feature secure my funds or delay payment of a transaction? 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 →
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 →
Send money in person
How do I send money from an agent location? How do I send money from an agent location to a bank account? How do I start my transfer on westernunion.com or on the app and pay for it at an agent location? View all questions →
Help with current and past transfers
Why is my money transfer on hold or delayed? What is an MTCN and where can I find it? How can I track my money transfer? View all questions →
Identity verification
Why do we need more information from you? Why do I need to verify my identity when sending money online? View all questions →
Registration and profile settings
How do I log into my Western Union profile? How do I update my postal address and phone number? How do I register with Western Union? View all questions →
Exchange
What is the difference between commercial dollar and tourism dollar? How does the calculation of the final dollar quotation for purchase work? How to buy foreign currency on Western Union View all questions →
Purpose of the transaction
What is Purpose of Transaction? How should I choose the Purpose of the Transaction? Are there documents proving the purpose? View all questions →