Frequently Asked Questions

Can I change the name on a money transfer?

You can only make minor typographical corrections to the receiver’s name on a regular money transfer as long as the money hasn’t yet been picked up. This can’t be done on a money order, bill payment, or prepaid money transfer.

How do I send money online?

You can send money online to a Western Union location for cash pickup, directly to 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

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.

How much can I send online?

You can send up to 300,000 HUF before we need to verify your identity.

After that is finished, your send limit will increase to 1,500,000 HUF.

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 unauthorized 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 recognized 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.

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’s 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’s 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 are my rights when transferring money in the European Union (EU)?

According to EU regulations, you have the right to easy, secure payments with no extra cost when you pay with a card issued in the EU2. You also have the right to a basic payment account if you are a legally residing in Europe. Learn more.

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.
What is Strong Customer Authentication (SCA)?

Strong Customer Authentication (SCA), as mandated by the EU’s Revised Payment Services Directive (PSD2), requires payment service providers to authenticate digital payments.

SCA, also known as 3D Secure, is a multi-factor authentication that adds an extra layer of security to digital payments to reduce fraud. It asks you to authenticate your payment using PIN, password, or biometrics.

At Western Union, to meet the SCA requirements, we use multi-factor authentication to secure your online transfers.

Why wasn’t my authentication successful?

Western Union uses Strong Customer Authentication (SCA) to secure online payments. To successfully authenticate your payment, please be sure of the following:

  • Your card or bank account is registered for SCA (3D Secure). If not, contact your card issuer or register it through your online banking portal.
  • Your contact information is up to date with your bank and Western Union.
  • You enter your PIN or password accurately.

Please note that you can also pay for your money transfers using alternative methods. We’ll show your payment options when you start an online transfer.

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 or bank accounts. But you will need to show a valid ID.

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.

What are acceptable documents for picking up money?

Acceptable IDs:

  • Current passport
  • Current driving licence
  • National identity card
How are money transfers paid out to receivers?

Generally, we 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 your name and the tracking number (MTCN) printed on your receipt.

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 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 with the following information:

  • Name
  • Address
  • Amount expected
  • Sender’s name
  • Sender’s 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.

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.

Why should I register at Western Union’s website?

Registration is required for most services. After you register, sending a money transfer, payment or message can be done in minutes as your information will be pre-filled on the page. This saves you the time and trouble of typing it in each time you want to do a transaction.

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

No, it’s free to register

How do I verify my identity?

You’ll need to verify your identity to send 300,000 HUF or more. After your identity has been verified, you can send up to 1,500,000 HUF  per transfer.

You can verify your identity in any of the following ways:

  • Through video chat
  • By letter

 

Through video chat

To verify your identity via video chat, please do the following:

  1. Log in to westernunion.com or go to our app.
  2. Select Profile at the top right and choose Start verification now.
  3. Choose between Computer and webcam or Smartphone as the medium of video chat.
  4. Follow the instructions to complete the verification.

Identity verification via video chat may take up to 4 hours. If we need additional information, we’ll contact you via email.

 

Note: Before you start the video verification, be sure of the following:

  • Enable access to your camera and microphone.
  • Keep your documents ready.

 

By letter

To verify your identity via email or regular mail, please follow the steps below:

  1. Log in to your Western Union profile. If you don’t have a profile yet, create one.
  2. Select Profile at the top right and choose Start verification now.
  3. Then select Verify by letter and you’ll get a letter and form from us by regular mail.
  4. Sign the form and send it back to us with a copy of an ID document in any of the following ways:

Western Union Processing Lithuania, UAB

Online and Prepaid Customer Identification Unit

Balcikonio str. 9C

LT-08247 Vilnius

Lithuania

What are the acceptable documents for identity verification?

You can provide any of the following documents to verify your identity:

  • Your passport
  • Your EU or EEA issued national ID
  • Your Hungarian driving license
  • Your Hungary residence permit
  • Any emergency passport

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.

Can the Test Question feature secure my funds or delay payment of a transaction?

The “Test Question” feature in the Western Union Money TransferSM service is designed for emergency situations where the receiver does not have proper identification (e.g. his or her wallet and identification have been stolen). It should never be used as additional security to time or delay the payment of a transaction. In many locations, Western Union will pay the receiver whenever the receiver shows proper identification, even if the receiver does not know the answer to the test question.

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.
How do I find out if my money 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’s 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:

  • Name
  • Address
  • Sender’s name
  • Sender’s city and country

Acceptable ID documents also are required. Some restrictions may apply.

What about exchange rates?

When you send money internationally, your receiver will generally 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.

How much can I send online?

You can send up to 300,000 HUF before we need to verify your identity.

After that is finished, your send limit will increase to 1,500,000 HUF.

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 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.

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

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.

2 Please note that you need to be a legal resident of the EU, Iceland, Norway, Liechtenstein, Switzerland, or the United Kingdom to be eligible for these rights.