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 Westernunion.com customer care toll free number at 1-800-937-837.

Who uses Western Union® money transfer services?

Western Union services are for anyone who needs to send or receive money quickly. From travelers, people supporting friends or relatives abroad, to business people who need to make faster international transfers.

Who are Western Union® agents?

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 Ecuador?

Finding an agent location in Ecuador 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 want to send and 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 Ecuador?

You’ll need to present official government-issued ID – a passport and National ID card. Note: only non-Ecuadorian residents are allowed to use their passport.  Ecuadorian citizens must use their National Id card (government id).

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

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

You can send up to 7,500 USD per day and up to 15,000 USD within 90 rolling days. For transfers over 3,000 USD per calendar month additional information will be collected.

If you wish to send more, please visit an agent location.

How are money transfers 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 Money Transfer Control Number (MTCN) printed on the sender’s receipt.

Can I send money at any time at 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.

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

If you are an Ecuador resident you’ll need to present a government-issued ID or a civil ID, if you are a non-resident a valid passport is required.

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

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

You can check the status of your transfer online by clicking track a transfer at wu.com. Then type in the sender’s name and the MTCN (money transfer control number). 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:

  • Your sender’s full name
  • The country where the money was sent from.
  • The approximate amount that was sent.
  • The tracking number – (MTCN – Money Transfer Control Number)
  • Acceptable ID documents are also required

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

How does a Western Union agent pay out the money transfer?

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?

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

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 and things I shouldn’t send my money for?

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 asignment.
  • 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 toll free number at 1-800-937-837 or send an email to comentarios@activaecuador.com.

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 Ecuador.

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 not know the answer to the question. Test question is not available for payout in Ecuador.

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

You should immediately call Western Union Fraud Awareness number 1-800-709-778 or 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 seemts too-good-to-be-true, it probably is.
  • For more information about how to protect yourself from fraud, click here.
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?
How do I send money from a Western Union® agent location?

You’ll need to provide a valid government-issued ID, transfer details, and the amount you want to send, plus the applicable 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 a Western Union® agent location?

You can usually send up to 7,500 USD per day and up to 15,000 USD within 90 rolling days. For transfers over 3,000 USD per calendar month additional information will be collected.

Acceptable IDs are subject to the Central Bank of Ecuador rules and regulations.

How can I register to My WU loyalty program?

You can register to My WU loyalty program in 2 ways:

  • By selecting the box “Enroll to My WU program” during your registration on www.wu.com.
  • At cash counters while sending money from our agent locations.
What are the benefits of My WU loyalty program?

My WU members are eligible to earn My WU points, which can be redeemed for discounts on transfer fees and get offers exclusively for members.

How to get My WU points?

A 400 FCFA transfer fee1 gets you 1 My WU point.

To redeem your points, please visit www.wu.com/mywu/ec

Points earning is effective from 2013 and all points earned are valid for 12 months from the start date of accumulation2.

I don’t remember my My WU number, where can I get it back?

You can find your My WU number printed in the receipt for the transfer you register to the program with; on the receipt for you last transfer, by contacting customer care, or by logging in to www.wu.com/mywu/ec.

I’m trying to check My WU balance or redeem a reward but I’m getting the ‘no matching records found’ error message. What can I do?

Check your login details (i.e. last name + My WU number, or last name + email address) and make sure they match the latest information that you have provided. If you are unsure of the information provided, you can call Customer Care to get the information needed, including My WU number, email address and phone number. Using My WU number or email address (together with your last name) is the most reliable way to check your balance and/or redeem rewards.

I have multiple My WU numbers and profiles, Can I merge them into one account?

The process to merge matching or duplicate profiles along with their points s, contacts, etc. it’s a very complicated task and, in some cases, some profiles were kept separately. If the merge was not successful in your case, please call our Customer Care number  toll free number at 1-800-937-837 or send an email to comentarios@activaecuador.com.

I’m trying to login to My WU to check my balance or redeem a reward but I’m getting ‘multiple matches’ error message. What can I do?

In this case you may be using a non-unique lookup criteria, for example: phone number together with your last name therefore, chances are that you have unintentionally (1) registered more than once with the same phone, (2) provided a wrong and/or dummy phone number, or (3) provided a phone number that was somebody else’s. Please contact Customer Care to make sure your profile is has the latest information, including: last name, email address and mobile phone number. Using My WU number or email address (together with your last name) is the most reliable way to check your balance and/or redeem rewards.

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.

1 Western Union also makes money from currency exchange. When choosing a money transmitter, carefully compare both transfer fees and exchange rates. Fees and foreign exchange rates may vary by brand, channel, and location based on a number of factors. Fees and rates subject to change without notice. Subject to applicable taxes (if any). How to redeem My WU points.

2 My WU Rewards Program & points expiry is subject to review or change from time to time. Terms and Conditions apply where applicable.