Frequently Asked Questions

Send money online
Can I change the name on a money transfer? How do I send money online? How long does it take to send money online? View all questions →
Payment authentication
What is Strong Customer Authentication (SCA)? Why wasn’t my authentication successful? 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 →
Western union agent locations
What are Western Union agent locations? When are Western Union services available? How do I find a Western Union agent location? View all questions →
Registration
Why should I register at Western Union’s website? Does it cost anything to register at Western Union’s website? How can receivers register in Colombia? View all questions →
Identity verification
How do I verify my identity? What are the acceptable documents for identity verification? Why do I need to verify my identity when sending money online? 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 →
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 of the money transfer service? View all questions →
Frequently asked questions
How do I find out if my money has been sent? How do I find out if a money transfer’s available for pickup? How do I pick up a money transfer? 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 →
Registration and profile settings
How can receivers register in China? How can receivers register in Colombia? Does it cost anything to register at Western Union’s website? View all questions →
Help with current and past transfers
How do I cancel my money transfer and ask for a refund? 1 How do I find out if my money has been sent? Can I change the name on a money transfer? View all questions →
Receive money
How do I pick up a money transfer? How long does it take to send money online? How do I find out if a money transfer’s available for pickup? View all questions →
Send money
How can I send money with Western Union?   View all questions →