Frequently Asked Questions

How do I find out if my money transfer has been sent?

Any time after sending, you can check your transfer status online. All you need is your name and the tracking number (MTCN) printed on your receipt.

How do I find out if a money transfer is available for pickup?

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.

How do I pick up a money transfer?

You can pick up your money at any agent location. You’ll need to complete a “To Receive Money” form and include the following information:

  • MTCN
  • Receiver Name
  • Receiver City and Country
  • Expected amount
  • Sender Name
  • Sender City and Country

Acceptable ID documents also are required.

Some restrictions may apply.

What are acceptable ID documents for picking up money?

Depending on the country and the agent, where the receiver picks up the money, the acceptable IDs will vary. In general passports and national IDs are acceptable. A driver’s license might not be valid.
In some cases the receiver might also need to verify their current address, for example with a utility bill.

What about exchange rates?

When you send money internationally, your receiver generally will be paid in local currency. The exact amount will be calculated based on the exchange rate applicable at the time of shipment. However, for transfers to certain countries, the exact amount will be calculated based on the exchange rate applicable at the time of receipt.

How long does it take to send money online?

Here are a few ways you can send money online using Western Union:

  • Money in minutes:

If your money is needed within minutes, you can send online using your credit or debit card. Receivers can pick up cash at Western Union locations worldwide, depending on the hours of operation at that location.

If your receiver lives in a country where we offer mobile money transfer, you can send money to their mobile phone in minutes. Make sure your receiver has activated a mobile wallet with one of our partner mobile operators in their country.

  • Money available in 1 or 2 days:

If you send money to a bank account, your money’s generally available in 1 or 2 days, depending on your receiver’s country. Learn more about sending money to a bank account.

How much can I send online?

You can send up to 7.000 DKK before we need to verify your identity.

After that is finished, your send limit will increase to 35.000 DKK.

How do I find a Western Union agent location?

Find a nearby agent location online or look for Western Union in your local telephone directory.

How do I send money to a mobile phone?

If your receiver lives in a country where we offer this service, you can send money to their mobile phone. Make sure your receiver has activated a mobile wallet with one of our partner mobile phone operators in their country.

Check available destination countries and mobile providers.

How do I send money to a bank account?

This service is available for certain countries. Usually, money is deposited into the receiver’s bank account in 1 or 2 business days. Money may be deposited the same day or in as many as 3 business days, depending on when and where it’s sent.

After you send money, ask your receiver to contact their bank or check their bank statement to verify the deposit.

Learn more about sending money to a bank account

How do I cancel my money transfer and ask for a refund?1

You can cancel a money transfer only if it has not been picked up by your receiver. If you sent money to a bank account, you can cancel it if the transfer has not been completed by your receiver’s bank.
To request a refund, please call Customer Care, or if you sent the money in person, return to the agent location.

How long does it take to receive a refund?

Refunds typically take up to 10 business days from the date they are completed.

How do I send money online?

You can send money online to a Western Union location for a cash pickup, directly into your receiver’s bank account, or to your receiver’s mobile phone. After you’ve chosen your destination country, you’ll see the types of services available.

Learn more about how to send money online.

How long does it take to send money online?

Here are a few ways you can send money online using Western Union:

  • Money in minutes:

If your money is needed within minutes, you can send online using your credit or debit card. Receivers can pick up cash at Western Union locations worldwide, depending on the hours of operation at that location.

If your receiver lives in a country where we offer mobile money transfer, you can send money to their mobile phone in a matter of minutes. Make sure your receiver has activated a mobile wallet with one of our partner mobile operators in their country.

  • Money available in 1 or 2 days:

If you send money to a bank account, your money is generally available within 1 or 2 days, depending on your receiver’s country. Learn more about sending money to a bank account.

How do I pay?

Pay for your money transfer in the following ways.

a) Card

You can pay using your debit or credit card.

Supported cards are: Visa, MasterCard, Maestro and Visa Electron. Please contact your bank to ensure your card is enrolled for secure authentication.

b) Bank transfer on wu.com

You can pay for your money transfer using your online bank account. Once you have entered your transfer details, you will be redirected to your online banking via Klarna, Trustly or iDeal depending on your country.

How do I send money to a bank account?

This service is available for certain countries. Usually, money is deposited into the receiver’s bank account within 1 or 2 working days. Money may be deposited on the same day or in up to 3 working days, depending on when and where it’s sent.

After you send money, ask your receiver to contact their bank or check their bank statement to verify the deposit.

Learn more about sending to a bank account.

How do I send money to a mobile phone?

If your receiver lives in a country where we offer this service, you can even send money to their mobile phone—so they can get their money quicker and easier than ever. Make sure your receiver has activated a mobile wallet with one of our partner mobile operators in their country.

Check available destination countries and mobile networks.

How much can I send online?

You can send up to 7.000 DKK before we need to verify your identity.

After that is finished, your send limit will increase to 35.000 DKK.

Will my credit card charge a fee for sending money with Western Union?

Some card issuers may charge additional fees for using our services. Please contact your card issuer for more information.

What is Verified by Visa® and MasterCard SecureCode®?

Verified by Visa® and MasterCard SecureCode® help prevent unauthorised online use of cards. These services use personal passwords or identity information and are available for most cards from participating financial institutions.

Once your card is activated, your card number will be recognised whenever it’s used at participating online stores. A window will automatically appear, and your card issuer will ask for your password. You’ll enter your password to verify your identity and complete your purchase.

Even if you haven’t activated Verified by Visa® or MasterCard SecureCode,® your card can still be used on our site.

How do I know if my online transfer has been approved?

Your online receipt will show whether your transfer was approved. If we need more information before we can complete it, you’ll be asked to call us. When the transfer is complete, you’ll get an email with your tracking number (MTCN).

How secure is my transaction?

Western Union uses the latest technology to ensure convenient and reliable online money transfers. We have upgraded our security standards to protect you from fraud when you pay online using a credit or debit card. This enhanced layer of security, aligned with the latest EU regulations and changes to security systems, helps card issuing banks to better identify and verify customers, allowing for convenient, smooth and reliable online transactions.

What is Strong Customer Authentication (SCA)?

Strong Customer Authentication (SCA) is a requirement that payment service providers must apply as of 14 September 2019 as mandated by the EU’s Payment Services Directive (PSD). SCA requires service providers to use multi-factor authentication to verify online payments. To meet the SCA requirements, Western Union uses enhanced security to ensure your online transactions are convenient and reliable while also making your experience smoother and easier.

What are my rights when making payments in Europe?

The electronic payments are becoming safer and more convenient for the residents of EU, Iceland, Norway and Liechtenstein. Learn more about your rights when making payments in Europe.

What shall I do to ensure my payments are more secure?

Western Union uses Strong Customer Authentication (SCA)  to secure online payments. To ensure the best experience when using Western Union, we ask our customers to consider the below:

  • Make sure your card is enrolled for secure authentication by either contacting your bank or logging on to your online banking and selecting the option from your security settings.
  • Ensure your contact information is up to date on your online banking and Western Union profile.

Please note, you can also pay for your money transfers via alternate payment options available for your country, including Klarna, Trustly, iDeal, Faster payment, Apple Pay and Bank Transfer. Your payment options will be shown to you when you start an online transfer.

Why was my payment declined?

Your debit or credit card payment may be unsuccessful due to several reasons:

a) By your bank

Your bank may decline your payment due to:

If your bank declines a payment while making a Western Union money transfer, you need to contact your bank or log in to your online banking to resolve the issue.

b) By Western Union

Western Union may decline your payment for the following reasons:

  • Exceeding the transfer limit set for the country you are sending money from.
  • To protect you from fraud or consumer scam.
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, travellers and business people who need to make fast, international remittances.

What are Western Union agent locations?

Western Union agent locations are independent businesses that provide money transfer services to their customers on behalf of Western Union.

Which transfer service is offered at Western Union agent locations?

Western Union agent locations offer the ability to send money worldwide using cash.

How do I send money from an agent location?

You’ll need to complete a “To Send Money” form and pay the agent the amount you want to send, plus fees, in cash.

To pick up the money, the receiver will complete a “To Receive Money” form at any Western Union agent location and provide proper identification. The agent then pays the transfer amount to the receiver.

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

Sending money with Western Union from an agent location doesn’t require credit cards, debit cards, bank accounts or memberships. However, if you send more than 7.000 DKK at an agent location, you’ll need to show photographic ID. Customers picking up cash need two acceptable documents that verify their ID.

What are acceptable documents for picking up money?

Depending on the country and the agent, where the receiver picks up the money, the acceptable IDs will vary. In general passports and national IDs are acceptable. A driver’s license might not be valid.

In some cases the receiver might also need to verify their current address, for example with a utility bill.

How much money can I send from an agent location?

You can usually send any amount. However, for certain amounts and transfers, you may be subject to additional security and asked to provide additional information or documentation.

How are money transfers paid out to receivers?

Generally, we will pay cash to your receiver. But, in some cases, payment may be made by cheque or a combination of cash and cheque.

Other restrictions may apply

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

Any time after the money has been sent, you can check your transfer status online. All you need is the tracking number (MTCN), which is printed on your receipt, the receiver’s country and the amount (receive amount).

How can I find out if a money transfer is available for pickup?

You can check your transfer status online. All you need is the tracking number (MTCN), which is printed on your receipt, the receiver’s country and the amount (receive amount).

How do I pick up a money transfer?

ou can pick up your money at any agent location. You’ll need to complete a “To Receive Money” form with the following information:

  • MTCN (tracking number)
  • Receiver name
  • Receiver city and country
  • Expected amount
  • Sender name
  • Sender city and country

Acceptable ID documents are also required.

Some restrictions may apply.

When are Western Union services available?

Each Western Union agent location determines its own hours of operation. Some have extended hours and some even stay open 24 hours.

Find a nearby agent location.

How do I find a Western Union agent location?

Find a nearby agent location online or look for Western Union in your local telephone directory.

Restrictions and Special Notes

Sending money from Denmark in person:

  • Sender must present valid identification.
  • Maximum principal send amount is 35.000 DKK per person, per transaction, per day at Post Danmark locations only.

Receiving money in Denmark in person:

  • Maximum principal payout amount is 35.000 DKK per person, per transaction, per day at Post Danmark locations only.
  • Receiving without an ID on a test question is possible if the transaction is below 1.000 USD or local equivalent. The receiver must provide a copy of the official police report (no more than two months old) stating loss of ID.
  • Receivers must present an acceptable ID when receiving money.
  • The receiver must present the correct tracking number (MTCN).
How can I send money from my bank account?

Now you can send money with Western Union directly from your online bank account – Trustly makes it easy. All you need is a Western Union account and your online bank log-in details. Trustly connects to your online bank, so you can send money quickly and securely – and your payment is confirmed right away.

Trustly offers bank-level security and is trusted by 48 million customers.

Important to know: European regulations require that the name in your Western Union profile matches the name on your bank account (e.g. John Doe ≠ Jane Doe). Otherwise we need to reject your payment. We will therefore be unable to accept payments from business accounts.

What is the Western Union® Direct to Bank Account money transfer service?

The Direct to Bank Account money transfer service offers senders an easy and convenient way to send funds directly to a receivers’ bank account

What information is required from the sender to send a Direct to Bank Account money transfer?

The bank information required to send a Direct to Bank Account money transfer varies by country. In generally you will need to know:

Your Receiver’s bank name. Your Receiver’s Bank Code and bank account number. The amount and currency you wish to send. You can refer to the Direct to Bank Account – Country Information section to see specifically what details are required for each country.

How can I send money to a bank account?

This service is available for certain countries. Usually, money is deposited into the receiver’s bank account within 1 or 2 working days. Money may be deposited on the same day or in up to 3 working days, depending on when and where it’s sent.

After you sent the money, ask your receiver to contact their bank or check their bank statement to verify the deposit.

Learn more about sending to a bank account

What's a bank code?

A bank code is a series of numbers used to identify banks around the world. The bank code can be 3-23 digits, depending on the country and the type of code.

A bank code may be known as:

  • BSB
  • SWIFT code
  • BIC (Bank Identification Code)
  • CHIPS (Clearing House Inter-Bank Payment System) — US and Canada only
  • NCC (National Clearing Code)
  • BSC (Bank Sort Code)
  • IFSC (Indian Financial System Code)

For some countries, you also may need an international bank account number (IBAN) in addition to the bank code.

You should obtain the bank code and IBAN (if applicable) from your receiver.

Learn more about sending money to a bank account

What's an IBAN code?

An IBAN is used in some countries to identify a customer’s bank account. The IBAN is an alphabetical country code followed by 2 digits and then as many 35 characters for the bank account.

You should obtain the IBAN from your receiver.

Learn more about sending money to a bank account.

What currencies are available for payouts?

Payouts will only be made in the local currency. Senders should ensure their receiver’s bank account is a local currency account to avoid potential service delays or additional charges from the receiver’s bank.

How long will it take my money to get there?

Generally, it will take 1 or 2 bank working days. The length of time varies based on where and when the money is sent.

Learn more about sending money to a bank account

How can I find out if my money has been sent?

You can use the transfer status service to track the status of any money transfer. All you need is the tracking number (MTCN) and the sender’s name.

What's a BIC code?

A BIC is a worldwide code for bank identification. The BIC is the same as the SWIFT code and is either 8 or 11 digits.

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.

•Abhyudaya Cooperative Bank Limited•Janata Sahakari Bank Limited•Airtel Payments Bank Limited•Jana Small Finance Bank Limited
•Andhra Bank•Karnataka Bank Limited•The Andhra Pradesh State Cooperative Bank Limited•Kalupur Commercial Cooperative Bank
•Andhra Pragathi Grameena Bank•Kalyan Janata Sahakari Bank•Andhra Pradesh Grameena Vikas Bank•Kotak Mahindra Bank Limited
•Apna Sahakari Bank Limited•Kerala Gramin Bank•Bassein Catholic Cooperative Bank Limited•The Karanataka State Cooperative Apex Bank Limited
•Bank Of Baroda•Karnataka Vikas Grameena Bank•Bandhan Bank Limited•Laxmi Vilas Bank
•Dena Bank•Bank Of Maharashtra•Bank Of India•Maharashtra Gramin Bank
•Central Bank Of India•Mahanagar Cooperative Bank•City Union Bank Limited•The Mehsana Urban Cooperative Bank
•Canara Bank•Oriental Bank of Commerce•Corporation Bank•G P Parsik Bank
•The Cosmos Co Operative Bank Limited•Pragathi Krishna Gramin Bank•Catholic Syrian Bank Limited•Punjab And Sind Bank
•Development Bank of Singapore•Punjab National Bank•DCB Bank Limited•Paytm Payments Bank Ltd
•Deustche Bank•Ratnakar Bank Limited•Deutsche Bank (Bij Alle Sepa-Transacties)•Rajkot Nagrik Sahakari Bank Limited
•Dhanalakshmi Bank•State Bank of India•Equitas Small Finance Bank Limited•Standard Chartered Bank
•Federal Bank•South Indian Bank•Fino Payments Bank•The Surath Peoples Cooperative Bank Limited
•Fincare Small Finance Bank Ltd•Saraswat Cooperative Bank Limited•The Gujarat State Cooperative Bank Limited•Suryoday Small Finance Bank Limited
•Hasti Coop Bank Ltd•The Shamrao Vithal Cooperative Bank•HSBC Bank•Syndicate Bank
•IDBI Bank•The Thane Bharat Sahakari Bank Limited•ICICI Bank Limited•TJSB Sahakari Bank Limited
•IDFC Bank Limited•Tamilnad Mercantile Bank Limited•Indian Bank•The Tamil Nadu State Apex Cooperative Bank
•Indusind Bank•Union Bank Of India•Indian Overseas Bank•UCO Bank
•India Post Payment Bank•Ujjivan Small Finance Bank Limited•Jammu And Kashmir Bank Limited•Axis Bank
•Jio Payments Bank Limited•The Varachha Cooperative Bank Limited•Janakalyan Sahakari Bank Limited•Vijaya Bank
•Karur Vysya Bank•The Vishweshwar Sahakari Bank Limited•Vasai Vikas Sahakari Bank Limited•Yes Bank

 

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.

How can I send money to a mobile phone?

If your receiver lives in a country where we offer this service, you can send money to their mobile phone. Make sure your receiver has activated a mobile wallet with one of our partner mobile phone operators in their country.

Check available destination countries and mobile networks.

What's a mobile wallet?

A mobile wallet is an electronic account that’s linked to a person’s mobile phone. Money can be electronically deposited and used in the same way as cash. Mobile wallets are used to pay for goods, public transportation and utilities, as well as for paying bills and withdrawing cash.

Can money be sent to any mobile phone?

Mobile money transfers can only be sent to mobile phones that belong to mobile phone operators that work with Western Union.

Does the sender need to have a mobile phone?

No, the sender doesn’t need to have a mobile phone to send a mobile money transfer. However, if the sender does have a mobile phone and chooses to provide their number, they’ll get a text message to confirm that the money has been delivered or to alert them of any issues.

What about currency exchange rates?

Exchange rates for mobile money transfers will be calculated, applied and displayed when the money is sent, unless otherwise specified by local regulations.

What if the sender gives an incorrect mobile number for the receiver?

Funds are sent based on the mobile number provided. To be sure that your money is transferred to the intended receiver, you must be sure to provide the correct mobile phone number.

How can you ensure that sending to a mobile phone is secure?

Senders need to provide identification to send money to a mobile wallet. Transactions comply with the regulations of the sender’s country and with those for cross-border remittances. Mobile phone operators secure their customers’ mobile wallets with a PIN and other security methods. Please check with your service provider for more information.

If your mobile phone is lost or stolen, contact your mobile operator and they will freeze or suspend your mobile wallet account for your protection.

In which currency are receivers paid?

Mobile money transfers are paid in the local currency of the receiver’s country.

How will the receiver know when they've received funds in their mobile wallet?

Receivers will get a text message from their mobile service provider to confirm that the money has been delivered or to alert them of any issues.

Which countries can receive money sent online by mobile phone?

Check available destination countries and mobile networks.

What are Western Union agent locations?

Western Union agent locations are independent businesses that provide money transfer services to their customers on behalf of Western Union.

When are Western Union services available?

Each Western Union agent location determines its own hours of operation. Some have extended hours or even stay open 24 hours.

Find a nearby agent location

How do I find a Western Union agent location?

Find a nearby agent location online or look for Western Union in your local telephone directory.

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

No, it’s free to register.You can register here. It only takes a minute.

How can receivers register in Colombia?

Registering to receive transfers in Colombia

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The Government of Colombia will require you to register if you receive a transfer in Colombia that exceeds its cash and frequency limits.

If you know you need to register, you can call Western Union’s Colombian partner, Giros y Finanzas, at any of the numbers below.

You can also wait for Giros y Finanzas to call you. They will try to contact you up to 3 times in the 15 days after we send the money. If Giros y Finanzas cannot reach you after 3 tries, we will cancel the transfer and refund the sender.

Giros y Finanzas contact numbers in Colombia (country code +57):

  • National office: 018000 111 999
  • Cali: (2) 518 48 00
  • Bogotá: (1) 635 35 60
  • Medellín: (4) 511 51 51
  • Barranquilla: (5) 368 79 96
  • Pereira: (6) 335 16 11

Giros y Finanzas contact numbers outside Colombia:

  • Miami (USA): +1 (786) 206 6144
  • Montreal (Canadá): +1 (514) 448 1874
  • Panamá: +507 833 9275

Giros y Finanzas office hours of operation, Colombia Time (COT) (UTC -5):

  • Monday to Friday: 7:00 am – 9:00 pm
  • Saturday, Sunday, and holidays: 8:00 am – 8:00 pm

Giros y Finanzas may ask you to provide the following:

  • Your full name (first name, middle name, paternal name, and maternal name)
  • Your date of birth
  • The country and city where you were born
  • The city you live in
  • Your address, phone/cell numbers, and email address
  • Your occupation
How can receivers register in Argentina?

Receiving money in Argentina

If you receive a money transfer in Argentina, you need to complete a one-time registration within 90 days of getting it.

Also, if you receive 2 additional transfers within that 90-day period (a total of 3 transfers), you will need to register before you can pick up the third transfer.

To get you registered, we will contact you within 24 hours of the transfer at the number provided by your sender. You will be asked to provide additional identifying information on an online form used for registering transfers.

How can receivers register in China?

Receiving money to your bank account in China

If you’re the receiver, you may need to complete a one-time registration before you can receive money.

If you need to register, you will be contacted within 24 hours by us at the number provided by your sender.

To register and confirm your identity, you will need:

  • The tracking number (MTCN)
  • To confirm your bank card number
  • To confirm your Chinese name as it appears on your government-issued ID.
  • Your government-issued ID.

If the receiver cannot be contacted within 3 days, we will not be able to complete the transfer, and the sender will be issued a refund.

You can also call Customer Care at 4008190488 or 02168664622 to provide your identity information.

How can receivers register in Jamaica?

To receive the money, you must register with our agent GraceKennedy. You can register online through the registration portal or visit a GraceKennedy Western Union Agent location in Jamaica.

To register in person at an agent location, you will need to provide the following information:

  • Your full name as it appears on your government-issued ID
  • Bank name
  • Bank branch
  • Bank account number: Please note that we can only transfer to Jamaican Dollar accounts.
  • Jamaican Taxpayer Registration Number (TRN)
  • A valid government-issued ID (including ID number and expiration date)
  • Country of birth
  • Date of birth
  • Phone number (home or mobile)
  • Home address (street, city, town, or parish)
  • Occupation
  • Your email address
  • Proof of ownership of your bank account. The following forms are acceptable:
    • Bank statement
    • Cancelled cheque (if the account being registered is a current account)
    • Account passbook

     

To register online, you will also need to provide the following information along with the above requested information:

  • Back and front pictures of your government-issued ID
  • A picture of your TRN card or TRN letter
  • A selfie of you holding your ID card immediately below your chin
  • Picture of your proof of address
  • Screenshot of your online banking portal with your name and account number clearly visible

Note: If you are registering at an agent location, these documents will be scanned into the registration system and returned to you.

GraceKennedy will complete the verification within 2 business days to make sure the receiver owns the given bank account. If there are any issues with your registration, you will receive an SMS, email, or phone call from the agent to address and correct it.

Please note that if your registration is not complete, the transfer may be canceled within 7 days.

Does Western Union need to confirm my identity?

If you want to send more than 7.000 DKK, we will need to verify your identity. After that is finished, your send limit will increase to 35.000 DKK.

How long will it take to verify my identity?

There are two ways to verify your identity:

• Online

Electronic verification usually can be done immediately. In some cases, we may need more information and it could take longer. If you choose this method, you will be asked to enter information such as your national ID number, or banking ID, or other information needed to verify your identity online. Please make sure the information in your Western Union profile is correct. The name in your profile must match the name on your ID. If electronic verification fails twice, you will not be able to send money online until you have been verified by us.

• ID letter

If you choose to verify by mail, please make sure the address in your profile is correct. We will send you a letter with further instructions. The process may take as long as 10 business days. Learn more

For both options, you will find a link in your profile overview where you can start the process.

If you need to send money before your verification is completed, please visit a  Western Union agent location.

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 who you are sending money to. 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. Keep abreast of 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 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 that someone you know has been in an accident or been arrested and is requesting money.

Beware of unsolicited letters or emails offering an unrealistic price for expensive or rare merchandise.

Make sure you know who you are sending money to. 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 westernunion.com or westernunion.ie, do not click on any links in the email. This may be a “phishing” attempt to fraudulently acquire sensitive information from you. Instead, immediately contact your local authorities.

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

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 warn and recommend people using our services to not send 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’s 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 third party “pickup” 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 if I'm 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 or contact us on spoof@westernunion.com.

What does Western Union do to protect my information?

Western Union employs a variety of techniques, 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 the event that 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 your browser’s settings might be used to compromise your account by recording your username and password.

How do I view a site's SSL Certificates to verify the website's identity?

In Microsoft Internet Explorer, you can view the security (SSL) certificate by following these steps:

  1. Right-click your mouse on any secure page within the site (any page beginning with “HTTPS://” with the small lock symbol displayed in the lower righthand corner).
  2. Click “Properties” from the menu.
  3. Click on the “Certificates” button to view the site’s SSL certificate(s).

In Mozilla Firefox, you can view the security (SSL) certificate by following these steps:

  1. On any secure page within a site (those pages beginning with “HTTPS://” with the small lock symbol displayed in the lower righthand corner), go to the “Tools” menu at the top of the browser window and select, “Page Info”.
  2. In the dialogue box that appears, select the “Security” tab.
  3. On the Security tab, click on the “View” button to view the security certificate

If you have questions that are not answered here, please contact us by email via denmark.customer@westernunion.dk.

1 The amount of money refunded (amount sent and/or transfer fees) depends on the service chosen and reason for cancelation. If you have questions regarding the amount to be refunded, contact Customer Care. Please also see our Terms and Conditions for more information.