• Receiver
  • Payment
  • Review
  • Receipt

Frequently Asked Questions

If you need to know more, do not hesitate to call Western Union Customer Care at 0800 707 9330 or 0800 600 7799 (For the hearing and speech impaired only), or write an email to atendimentoaocliente@westernunion.com.

Send money online

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.

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.

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.

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.

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.

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

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.

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.

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

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

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

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.

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.

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Send money from an Agent Location

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

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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.

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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.

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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.

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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.

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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.

Each agent location has its own hours of operation. Please contact the agent location directly to know their schedule. Find an agent locator online or through our app.

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Receive money

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

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.

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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.

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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.

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

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Track a 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.

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.

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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.

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Registration

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.

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No, it's free to register.

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Consumer protection

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.

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.

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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.

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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.

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.

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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.

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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.

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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 http://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.

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Covid-19

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.

  • 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.

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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.

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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.

For security reasons, only the designated receiver can pick up a transfer. However, you can ask your sender to contact our Customer Care to cancel that transfer and start a new one. Your sender can then transfer money online directly to a bank account or a mobile wallet, if available.

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Please be aware of the risk of fraud and phishing, especially during this time, and take extra caution when sending money:

  • Don’t send money for loan or credit card fees, customs, or shipping fees.

  • Don’t send money to someone you haven’t met in person.

  • Be suspicious of businesses without a verified street address.

  • Don’t pay for an item or service with a money transfer to an individual.

  • Be suspicious about transferring money for charity and ask a representative for an ID.

  • Think twice before sharing your financial information.

Please visit our Fraud awareness page to learn more and check current Coronavirus-related online scams.

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We have no reason to believe that banknotes are more likely to spread viruses like Coronavirus than any other surface. The guidance from the World Health Organization remains that basic hygiene is the best possible defense against Coronavirus.

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Western Union and the Western Union Foundation launched a $1M USD global appeal and is accepting donations through May 15th Western Union and the Western Union Foundation will match up to $500,000 USD in donations to go toward supplies, equipment, and frontline medical aid. Donate here.

  • Our goal is to keep our digital and retail services operational across the world, while abiding by local regulations and guidelines.

  • We are constantly improving our services, such as adding new ways to speed up the ID verification process and offering a home delivery feature in some countries.

  • 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. This service is currently available in more than 100 countries.

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