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 AirPak customer care center + 506 4800 1703.

What are Western Union® Agent locations?

Agent locations are places where you can transfer money using Western Union. Agent locations may be in supermarkets, grocery stores, check cashers, mailbox centers, drug stores, travel agencies, depots, and other retailers. In some countries, they may be in banks, travel agencies, post offices, airports, train, and bus stations, and currency exchange offices.

How can I find a nearby Western Union agent location?

Use this link to find an agent location near you.

How do I send money from an Agent location?

You’ll need to provide a valid identification document, transaction details, and pay the agent the amount you want to send, plus fees, in cash.

Which transfer service is offered at Western Union agent locations?

Western Union agent locations offer the ability to send and receive money around the world using cash.

How much money can I send from an Agent location?

You’ll be able to send up to 567,000.00 CRC per transfer and up to 2,837,000.00 CRC in 30 days.

Western Union values its business and takes pride in delivering your funds in the quickest and most reliable way possible. However, it is important that you protect yourself from fraudsters who are out to get your money.

Below are some frequently asked questions about fraud. For more information, please visit the Fraud awareness section here.

Are there common fraud scenarios that I should be aware of?

Yes. Only use Western Union to send money to friends and family. Never send money to someone you have not met in person. Scammers sometimes encourage people to transfer money. Do not transfer money to anyone who asks you to send them money:

  • For an emergency situation you haven’t confirmed.
  • For an online purchase.
  • For anti‐virus protection.
  • For a deposit or payment on a rental property.
  • To claim lottery or prize winnings.
  • To pay taxes.
  • For a donation to charity.
  • For a mystery shopping assignment.
  • For a job opportunity.
  • For a credit card or loan fee.
  • To resolve an immigration matter.

If you transfer money, the person you’re sending it to gets the money quickly. After the money is paid, Western Union may not be able to give you a refund, even if you are the victim of fraud, except under limited circumstances.

Someone claiming to be from Western Union e-mailed me. What should I do?

If you receive an email from anyone claiming to be from Western Union and you are unsure about it, do not click on any links in the mail. This may be a “phishing” attempt to acquire sensitive information from you. Instead, immediately please contact Westernunion.com Customer Service Center + 506 4800 1703.

Western Union will never send you e-mails to ask for your user ID, password, or credit card details.

What is a test question? When is it used?

In some countries, senders are asked to provide a ‘Test Question’ and its answer when they initiate the transfer. In cases where a ‘Test Question’ was provided by the sender, the receiver may be required to give the answer when picking up the funds. The ‘Test Question’ feature is designed for emergency situations where the receiver still needs to provide proper identification. It should never be used as additional security or to delay payment. In many places, we’ll pay the receiver whenever the receiver shows proper identification, even if he/she does not know the answer to the question. Test question is not available for payout in Costa Rica

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

The ‘Test Question’ feature is designed for emergency situations where the receiver still needs to provide proper identification. It should never be used as additional security or to delay payment. In many places, we’ll pay the receiver whenever the receiver shows proper identification, even if he/she does no.t know the answer to the question. Test question is not available for payout in Costa Rica.

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

You should immediately visit our agent location for assistance with a transaction that you believe was sent for fraud. You should also file a report with your local law enforcement.

You should also contact your government’s Office of Consumer Affairs and police station if you are uncertain or suspicious of a telephone, mail, or e-mail solicitation.

What additional tips should I keep in mind?
  • Always make sure you know who you are sending money to.
  • Discontinue a call if a caller coaches you to respond to questions asked by Western Union.
  • Security is everyone’s responsibility. Stay informed. Keep abreast of new fraud trends.Remember, if it seems too-good-to-be-true, it probably is.
  • For more information about how to protect yourself from fraud, click here.

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 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?

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 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 user name and password.

Does Western Union need to confirm my identity?

Yes, before making your first online transfer, you will need to verify your profile. Here’s how to do it:

  1. Go to an Airpak location and start a transfer with the agent.
  2. The Airpak agent will complete the registration after getting all compliance information required.
  3. Once you complete the money transfer at the Airpak location, you can visit the Airpak website and start the online registration process.
  4. Once on the Airpak website, select the create an account (crear cuenta) button.
  5. Choose an option from the document type (tipo de documento) dropdown list.
  6. Enter the exact same ID number you use at the AirPak location.
  7. You will go through the one-time password process. If the phone provided is unique or is been used by another profile, a SMS will be sent to confirm you have access to it.
  8. Create a password according to Airpak’s password requirements.
  9. Agree to the terms of service.
  10. Login to your profile.

When an expired ID is detected, you will be required to provide a new one.

How long will it take to confirm my identity?

After presenting a valid government-issued ID at the nearest verification location, you will receive a confirmation by phone.

What documents I need to present to send money?

You’ll need to present a valid ID that has your full name, date of birth, issue date and number, expiry date and country of issue: International passport, government-issued national ID, residence ID, refugee ID, diplomatic ID

Acceptable IDs are subject to the banking laws and regulations of Costa Rica

Where are dedicated locations for physical identifications in Costa Rica?

You can find all locations for physical verification online.

How do I receive money in Costa Rica?

Pick up your money at any of our 70 agent locations1 in Costa Rica.

  1. Choose location
    Find a Western Union agent location near you with our agent locator.
  2. Provide transfer details
    Specify transfer details (sender’s name, country, sent amount, MTCN) and show the agent your government-issued photo ID.
  3.  Get money
    The money is available right after your details have been confirmed. You’ll also be given a receipt.
What documents can I use to pick up money in Costa Rica?

If you need to pick up money at Western Union agent location, please present a valid International passport, government-issued national ID, residence ID, Foreigner’s document. Acceptable IDs are subject to the banking laws and regulations of Costa Rica.

How much does it cost to receive money?

All fees are paid by the sender. Receiving money is free of charge.

What is a money transfer control number (MTCN)?

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

How do I register online on wu.com in Costa Rica?

Registration is required for most of our services. After you open wu.com. you’ll need to complete the profile registration form and follow these steps:

  1. Go to an Airpak location and start a transfer with the agent.
  2. The Airpak agent will complete the registration after getting all compliance information required.
  3. Once you complete the money transfer at the Airpak location, you can visit the Airpak website and start the online registration process.
  4. Once on the Airpak website, select the create an account button.
  5. Choose an option from the document type dropdown list.
  6. Enter the exact same ID number you use at the AirPak location.
  7. You will go through the one-time password process. If the phone provided is unique or is been used by another profile, a SMS will be sent to confirm you have access to it.
  8. Create a password according to Airpak’s password requirements.
  9. Agree to the terms of service.
  10. Login to your profile.
Does it cost anything to register for online services in Costa Rica

No, it’s free to register.

Who can register and send money online?

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

  • You’ll need to present a valid ID: International passport, government-issued national ID, residence ID, refugee ID, diplomatic ID
  • Must be at least 18 years old.
  • Must accept the terms and conditions for using Western Union and AirPak services.
  • Must have a credit or debit card.
  • Must have a valid phone number.
How many times can I register?

Registration with a valid ID and phone number is possible only once.

How can I change or update my Airpak profile?

If you need to change your profile information, please contact AirPak customer care center at + 506 4800 1703.

What do I do if I forgot my User ID, login password or repeatedly entered incorrect details?

Your user ID is the ID number you used to create your profile.

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

If you entered your login information incorrectly 3 times at login, your profile will be locked, please try to log in to your profile after 30 minutes or contact AirPak customer care center number at + 506 4800 1703.

What do I do if I want to change my login details password, email address?

You can change your password or phone number only at nearest AirPak agent location.

What do I do if my ID has expired?

You will be required to reverify your identity by visiting a verification location. for a new ID verification. Once you ID is verified, you will be able to send money online right away.

How can I cancel my Western Union online profile?

Please contact AirPak customer care center + 506 4800 1703.

Who uses Western Union® money transfer services?

Anyone who needs to send or receive money quickly uses Western Union. These include people supporting friends or relatives abroad and travelers who need to make fast, international remittances.

Who are Western Union® agents?

Western Union agent locations are independent businesses that provide money transfer services to their customers on behalf of Western Union. They are our representatives in the different countries you need to send or receive money, they may be banks, post offices, supermarkets, grocery stores, check cashers, mailbox centers, drug stores, travel agencies, depots, airports, train and bus stations, currency exchange offices and other retailers.

How can I find a Western Union agent location in Costa Rica?

Finding an agent location in Costa Rica is easy, go to our agent locator tool.

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 your government-issued ID; then just give the agent the total amount including the applicable fees.

What documents can I use to send money in Costa Rica?

You need to present a valid document from this list: International passport, government-issued national ID, residence ID, refugee ID, diplomatic ID

Acceptable IDs are subject to the banking laws and regulations of Costa Rica.

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

You will be able to send up to 567,000.00 CRC per transfer and up to 2,837,000.00 CRC in 30 days.

How money transfers are paid out to receivers?

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

Restrictions may apply. Please contact a Western Union agent 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 – Money Transfer Control Number) printed on the sender’s receipt

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

Each Western Union agent location determines its own hours of operation. Some have extended hours and open during weekends.

Find a nearby Western Union agent location with our agent locator tool.

Can I send money online with Western Union?

Yes, you can send money online from the AirPak website. Once you have sent your first money transfer at an AirPak location, you’ll be able to send money online all around the globe. After you create a profile on the AirPak website, you’ll be able to choose the destination country and see the types of services available to you.

How do I complete my first money transfer online in Costa Rica?

After you send your first money transfer at an AirPak location, you’ll have to visit the AirPak website and create an online profile. Registration is simple and takes only a few minutes. Make sure you have a credit or debit card issued in Costa Rica before you start. Before your profile is verified, you’ll be asked to visit an agent location and show a valid government-issued ID and proof of address. If your profile is successfully confirmed, you will then be able to send money online.

If you have any questions while registering online, please call the AirPak customer care center number at + 506 4800 1703.

To which countries can I send money online?

Find all the countries you can send money by visiting the AirPak website Also you can check online the countries you can transfer money directly to a bank account.

Sending money within Costa Rica is available.

How do I pay for my money transfer online?

You can pay online using a Costa Rican issued credit or debit card (Visa® or Mastercard®). After you’ve chosen your destination country, you’ll see the types of services available to you.

For more details about online payments, please call AirPak customer care center number at + 506 4800 1703.

How much money can I send online from Costa Rica?

Once your profile is confirmed at the verification location, you will be able to send online up to 567,000.00 CRC per transfer and up to 2,837,000.00 CRC in 30 days.

If you need more information, you can call AirPak customer care center number at +506 4800 1703.

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 complete, you’ll get a SMS message with your money transfer control 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 haven’t been deposit in your receiver’s bank account.

If you wish to cancel your online money transfer, please call our AirPak customer care center at + 506 4800 1703.

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 on airpak.cr.

What is a Money Transfer Control Number (MTCN)?

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

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

How can I find out the status of my money transfer?

You can check the status of your money transfer by clicking Track Transfer on our website. All you need is the sender’s name and the tracking number (MTCN).

How can I find out if my money transfer has been paid?

After the money transfer has been sent, you can use the Track Transfer service on our website to check the status. All you need is your name and the tracking number (MTCN).

How can I find out if money is available for me to pick up?

Just use the Track Transfer service on our website to track the status of your money transfer. All you need is the sender’s name and the tracking number (MTCN).

Why is my money transfer status “On Hold”?

There are a few reasons why a money transfer might be on hold. If its been less than 30-40 minutes since you completed it, it may not be fully processed yet. Please wait a few more minutes and then check the status again.

Sometimes we need to confirm the sender’s identity before we can process a money transfer. If this is the case, we’ll send the sender an online web receipt and an email asking them to call us. Once we’ve confirmed the sender’s information, the transfer will be completed and the receiver can pick up the money.

Why am I unable to use Western Union services after receiving the message “Additional info needed, go to westernunion.com/gcr”?

To protect our customers, we review every money transfer to make sure it’s safe. For a variety of reasons, we may ask you to provide us with more information before we can allow you to continue using our services.

Why do I need to provide additional information?

We need additional information to understand why you use Western Union and the relationship between you and the person or entities you’re transacting with. The more information you provide, the quicker we’ll be able to complete your request.

How can I use Western Union services again?

To have access to our services again, follow the steps below:

  1. Gather the required documents. Please note that these will vary depending on your reason for using Western Union and your relationship to the person or entities you’re transacting with. At minimum you must be prepared with your government-issued photo ID, documents that relate to your purpose for using Western Union, proof of the source of the funds, and any additional documents that may provide support for the answers provided on the questionnaire. For more information, go to Help section at westernunion.com.
  2. Go to westernunion.com/gcr and start the customer questionnaire.
  3. Complete the customer questionnaire:
  • Personal information:
    – Provide your first, middle (optional) and last names as they appear on your ID.
    – Share your current email, physical address and mobile number. Please make sure you provide an active email address for communication purposes.
    – Specify your country of birth.
    – Select your occupation and provide additional clarification if needed.
    – Enter a recent tracking number (MTCN) if available.
    – Upload a copy of your valid government-issued photo ID.
  • Relationships:
    – List people or entities you’ve transacted with using Western Union.
    – For each person or entity, enter the full name, relationship, purpose of transaction and upload supporting documents.
  • Source of funds:
    – Choose the source of funds from the drop-down list and upload supporting documents.
  • Third party details (if you are transacting on behalf of someone else) (if applicable):
    – Explain the purpose of transaction(s) and your relationship to the third party.
    – Provide the details related to the third party.
  • Fraud (if applicable):
    – Indicate if you’ve been a victim of fraud or scam.
    – If yes, share a brief description of what happened.
  1. Review the accuracy of the information you provided.
  2. Select Submit questionnaire to complete the process.
What documents are suitable and why does Western Union need them?

a. Valid government-issued photo ID is needed to verify your identity.

  • Examples: passport, driver’s license, national ID.

b. Source of funds is needed to make sure that the money transfers are not related to illegal acts and correspond to the nature of your activity.

  • Examples: at least the latest 3 months of bank statements, at least the latest 3 months of pay slips, employment contract with salary, loan papers, sale agreement, winning receipt, tax return statement, etc.

c. Purpose of money transfer or intended use of money is needed to understand the basis for making the payment and the type of relations between the sender and the payee.

  • Examples:
    • Personal remittance/family support – the following documents are suitable to prove relationship: pictures with persons you transacted with, marriage certificate, counterparty’s birth certificate, counterparty’s government issued ID, etc.
    • Business remittance/payment for goods/services – bills, receipts, sale or purchase agreements, etc.
    • Education – evidence of tuition fees, etc.
    • Medical expenses – hospital bills, pharmacy receipts, health insurance premiums, etc.
    • Charity support – written acknowledgment from the charity, etc.
    • Purchase home – purchase agreement, mortgage documents, etc.
    • Gift – receipts, etc.
    • Travel expenses – travel tickets, hotel bookings, etc.

d. Third party activity (sending or receiving money on behalf of individual or business) information is needed to understand the purpose and nature of your relationship with Western Union.

  • Examples: business registration documents, letter of authorization by the company or notary, bank statement showing access to third party funds, etc.
What happens after I provided the additional information?

After we’ve received your completed questionnaire and required documentation, we’ll email you a response within 3 business days.

In case we have additional questions, we may contact you via the email address provided in the questionnaire.

Are my documents safe?

We’re committed to the security of your personal information. We use organizational, technical and administrative safeguards that comply with applicable government laws and regulations to secure your personal information. We also restrict access to the personal information that we process to only our employees, agents and representatives that have a business need to know it. For more information, read our Terms and Conditions and Online Privacy Statement.