Frequently asked questions

Send money
Can I change the name on a money transfer? How do I find out if my money has been sent? Are residents of the Bailiwicks of Jersey, Guernsey, and the Isle of Man allowed to send money? View all questions →
Send money online
How do I send money online? How long does it take to send money online? How do I pay? View all questions →
Payment authentication
What is Strong Customer Authentication (SCA)? Why wasn’t my authentication successful? View all questions →
Send money in person
Who uses Western Union money transfer services? What are Western Union agent locations? Which transfer service is offered at Western Union agent locations? View all questions →
Send money from a bank account
How can I send money from my bank account? View all questions →
Send money to a bank account
How can I send money from my bank account? What’s a bank code? What’s an IBAN code? View all questions →
Send money to a mobile phone
How can I send money to a mobile phone? What’s a mobile wallet? Can money be sent to any mobile phone? View all questions →
Exchange rate alert
How do I set an exchange rate alert? How do I edit an exchange rate alert? Will I get the same exchange rate as that in the alert? View all questions →
Agent locations
What are Western Union agent locations? When are Western Union services available? How do I find a Western Union agent location?
Registration
How to register How to log in How to reset your password View all questions →
Identity verification
Verify your identity What are the acceptable documents for identity verification? What are the acceptable documents as proof of address? View all questions →
Consumer protection
Are there common consumer fraud scenarios to be aware of? I received a suspicious email from someone claiming to be Western Union, what should I do? Does Western Union offer an escrow service or any kind of buyer protection? View all questions →
Receive money
How can a receiver register to get money? Receiving money in Argentina Receiving money in China View all questions →
COVID-19
Is Western Union open for business? I cannot pick up my money transfer because no agent locations are open due to COVID-19. If I can’t pick up my money transfer, what will happen to my money? View all questions →
Become an agent
What do I need in order to offer Western Union money transfer services? How will I earn money with Western Union? Who’s responsible for setting the price for the money transfer service? View all questions →
My WUSM
What is the My WU<sup>SM</sup> loyalty program? What are the benefits of the My WU<sup>SM</sup> loyalty program? How do I enroll in the My WU℠ loyalty program? View all questions →
Track your transfer
How can I track my money transfer? What are the different money transfer statuses? What is an MTCN and where can I find it? View all questions →
Sending large transfers
What qualifies as a large amount money transfer? What is the limit of the amount that I can transfer through Western Union? Are there any additional checks to sending multiple large amount money transfers in a short period of time? View all questions →
Send Money
How can I refer someone to Western Union? How do I register using a referral link? When will I get my referral reward? View all 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 →

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If you need to get in touch with Western Union, don’t hesitate to contact our Customer Care