All financial institutions, including Western Union, are required to collect additional identity information to know their customers better. When we understand who is sending money to whom, we can help protect your money from being used for illegal activities.
You will always be asked to provide your photo identification document and your address. Depending on your transaction amount, type, and location, some or all of the following may be required:
Sometimes local or global rules and regulations require us to collect additional information from people sending money online or at an agent location. These requirements are based on transfer amounts, receiver’s country, and other factors.
Find more details in our privacy statement or in the terms and conditions on your money transfer receipt.
Western Union takes the protection of customer information very seriously. Your information will be kept in Western Union’s secure databases and used only as permitted by data protection law. We also use encryption and other technologies to protect the information we collect from you.
Western Union says how we use your personal information in our money transfer terms and conditions. This information is available on the form or receipt that you receive and sign when you send or receive money. You can also find details in our online privacy statement. If you have any further questions, please contact us using the personal information section of the terms and conditions or via the Contact Us section.
Proof of address documents must have been issued within the last 3 months and sent to you at your home address.
The local authority letter can be original or printed from the Internet.
You can upload the documents online at upload.wu.com. Always use your full name as it appears in your documents.
Yes. Requirements are different for online and in-person transactions.
Depending on the location and service type, we may be required to collect additional information. Western Union complies with all regulatory standards.
Occasionally, money transfers get rejected. If you are eligible for a refund, you will need to go to an agent location.
Western Union is required to comply with regulatory standards and internal policies. Without additional information, you will not be allowed to send or receive money.
You can access the Croatia regulations for Record Keeping and Client Identification for Money Services Businesses online.
For more information about this process, please contact us at
0 800 806 227 or +32 2643 8940
Mondays to Sundays 9:00 AM – 12:00 AM