Frequently Asked Questions

Customer questionnaire
Why am I unable to use Western Union services after receiving the message “Additional info needed, go to westernunion.com/gcr”? Why do I need to provide additional information? How can I use Western Union services again? View all questions →
Receive money
How do I pick up a money transfer? How does Western Union pay out money transfers? How can I find out if a money transfer is ready for me to pick up? View all questions →
Send Money
What are Western Union® Agent locations? What do I need to bring to send money from an Agent location? When can I send money? View all questions →
Help with transfers
How can I find out if my money transfer has been paid? How can I find out the status of my money transfer? Why is my money transfer status “On Hold”? View all questions →
Registration and profile settings
How do I update my email address in my profile? How do I update my postal address and phone number? How do I change my profile privacy and marketing settings? View all questions →
Identity verification
Why do I need to verify my identity when sending money online? View all questions →