Frequently Asked Questions

You can find the answers to many of your questions below.
But if you still need to know more, do not hesitate to call our Customer Care:

Digital matters: +56 2 3214 9898 Monday through Sunday from 7 am to 11 pm or via email at chile.digital@westernunion.com

Chilexpress 600 200012, Monday to Friday from 9am to 7pm and Saturday from 9am to 1pm

CIS 800 802727, Monday to Saturday from 8am to 8pm

Can I send money online with Western Union?

Yes, you can send money online with the Western Union App, after you have registered online and verified your identity in the app. After you create a profile on the app for Western Union, you will be able to choose the destination country you want to send money to, how you will pay and see the types of services available to you.

How do I complete my first money transfer online in Chile?

Download the app for Western Union Chile and create an online profile. Registration is simple and takes only a few minutes. If your identity is successfully verified, you will then be able to send money online to bank accounts abroad or for cash pick up.

To which countries can I send money online?

You can send money around the world to more than 200 countries when you start a money transfer.

Sending money within Chile is available, too.

How do I pay for my money transfer online?

You can pay online using your bank account . After you have chosen your destination country, you’ll see the types of services available to you.

How much money can I send online from Chile?

When your identity is verified, you will be able to send up to $4999.99 p/transaction, p/rolling 72 hours

If you do not verify your identity, the following limits will apply when you send money:

  • No more than 999.99 USD (or its equivalent in CLP) per 24-hour period
  • No more than 14999.99 USD (or its equivalent in CLP) per 90-day period
How do I know if my online transfer has been approved?

Your online receipt will show if your transfer has been approved. When the transfer is completed, you will get an email with your tracking number (MTCN).

How can I cancel a money transfer after it was sent?

A money transfer can only be cancelled if it has not been collected by the receiver in the destination country or if it has not been deposited in your receiver’s bank account. If you need to cancel you can contact Customer Care at +56 2 3214 9898 or by email at: chile.digital@westernunion.com.

Can I get a receipt for my transfer?

Yes, you will get a receipt for your transfer. You can also see the details of all your transfers in the profile section of the Western Union app.

What is a tracking number (MTCN)?

The tracking number (MTCN) is a unique code assigned to your transfer. Your receiver will need this number when they pick up their money. It can also be used to track your transfer.

Can I get a receipt for my transfer?

Yes, you will get a receipt for your transfer. You can also see the details of all your transfers in your profile section in the app for Western Union Chile.

What is a tracking number (MTCN)?

The tracking number (MTCN) is a unique code assigned to your transfer.

Your receiver will need this number when they pick up their money. It can also be used to track your transfer.

Who can use Western Union money transfer services?

Anyone who needs to support friends or family abroad, or travelers who need to send money from a foreign country can use Western Union services. You can send money around the world to more than 200 countries and territories.

Who are Western Union agents?

Western Union agents are our representatives in the different countries you need to send or receive money. Western Union Agent locations are independent businesses that provide money transfer services to their customers on behalf of Western Union. They may be banks, post offices, supermarkets, grocery stores, check cashiers, mailbox centers, drug stores, travel agencies, depots, airports, train and bus stations, currency exchange offices and other retailers. In Chile you have Chilexpress, CIS Express Multiservicio and Independent agents.

How can I find a Western Union agent location in Chile?

Use the agent location finder available for Western Union Chile.

How do I send money from an agent location?

Once you get to our agent location, you will be asked to provide some information like your receiver’s first name, last name, the amount you wish to send, the country you are sending to and a valid government-issued ID. Then just give the agent the total amount including the applicable fees. You can send cash for being paid in cash or into a bank account.

You can visit our website for further information about how to send money from an agent location.

How much money can I send from a Western Union® agent location in Chile?

USD7,500 due to internal rules for transactions which amount is equal or greater than USD5,000 you will need to upload your ID.

How are money transfers paid out to receivers?

Money transfers can be paid in cash or will be transferred directly to the receiver’s bank account if the option is available for the receiver country.
Restrictions may apply. Please contact a Western Union Agent location to get more information about restrictions.

How can I know the status of my money transfer?

You can check your transfer status online. All you need is the sender’s name and the tracking number (MTCN) printed on the sender’s receipt.

Can I send money at any time at an agent location?

Each Western Union agent location has its own working hours. Most have weekends service and some extended hours.
Find a nearby Western Union agent location.

What documents can I use to pick up money in Chile?

If you need to pick up money at a Western Union agent location, please present a valid version of your National ID (RUT), or Mercosur ID or Passport.
Acceptable IDs are subject to the banking laws and regulations of Chile.

How do I know if my money transfer has been received?

You can track a transfer at our website. Type in the sender’s name and the tracking number (MTCN) and you’ll get an update on the latest status of your money transfer.

How do I pick up a money transfer?

You can pick up the money at any Western Union agent location. You’ll need to provide the following information:

  • A valid National ID, Mercosur ID or Passport
  • The sender’s full name
  • The country where the money was sent from
  • The approximate amount that was sent
  • The tracking number (MTCN)

For more information, please visit your nearest Western Union agent location.

How does a Western Union® agent pay out money transfers?

Money transfers will generally be paid in cash.

Other restrictions may apply. For more information, please visit your nearest Western Union agent location.

How much does it cost to receive money?

There is no cost to receive money, all fees are paid by the sender.

How do I register online on the Western Union App?

Registration is required for most of our services. To complete your profile registration please follow these steps:

  1. Download the Western Union app Chile and start the online registration process.
  2. Select the “Sign up” button.
  3. Choose an option from the document type drop-down list.
  4. Provide your contact information country of birth, date of birth and address.
  5. Enter the exact same ID number you will use at the app.
  6. Receive a verification email.
  7. Create a password according to Chile Western Union website password requirements.
  8. Agree to the terms of service.
  9. Log in to your profile.
Does it cost anything to register for online services in Chile?

No, registration is free.

Who can register and send money online?

Anyone who meets the following conditions, can use our online services.

  • Must have a National ID, Passaporte, Cedula de Mercosur (no acepta ID venezolano)
  • Must be at least 18 years old
  • Must accept the terms and conditions for using Western Union
  • Must have a valid email address.
How many times can I register?

Registration with a valid government-issued ID and email is possible only once.

How can I change or update my profile?

If you need to change your profile information, please contact our Customer Care at +511 4220014 or +0800 -12080

What do I do if I forgot my User ID or log in password or repeatedly entered incorrect details?

Your user ID is your email address , the one that you used to create your profile.

If you forgot your password, you can select the “Forgot password” option and a new temporary password will be sent to your email.

If you entered your log in information incorrectly 3 times, your profile will be locked. Please try to log in to your profile after 30 minutes if you’re unsuccessful contact our customer care at +56 2 3214 9898 or by email at chile.digital@westernunion.com.

What do I do if I want to change or update my password and email?

You can change your password or email using the Western Union app for Chile.

What do I do if my ID has expired?

If your ID is expired, you’ll need to verify your identity again using our app. After your identity is verified, you will be able to send money online immediately.

How can I cancel my Western Union® online profile?

You can cancel your online profile by contacting our Customer Care at +56 2 3214 9898 or by email at chile.digital@westernunion.com.

As a Western Union user, we value your business and take pride in delivering your funds to the intended recipient in a fast, convenient and reliable way. 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 Transfer 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 transaction. 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?

If you feel you have been the victim of fraud and have sent money using Western Union, call our Fraud Hotline to file a formal fraud claim with us or visit the Fraud Awareness section of our website. We also encourage you to file with your local law enforcement, as we work directly with them on their investigation and details of the transaction.

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.