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Frequently Asked Questions

Refund to bank account is now available in Japan & please contact our customer care for it

You can find the answers to many of your questions below.

But if you still want to know more, please call our Westernunion.com Customer Care at 0120-961-623 or +81-3-6868-0758 if calling from overseas.

How do I send money online in Japan?

To send money online in Japan, follow these steps:

  1. Log in to your online profile. If you need to create your online profile, select Join now on the homepage.
  2. Select Send money.
  3. Choose the receiver’s country and enter the send amount. You may send up to 1,000,000 JPY per transfer after your identity is verified.
  4. Choose your send and receive* methods.
  5. Enter your receiver’s details and select Continue.
  6. Review your transfer details and select Continue.
  7. Follow the instructions to complete your payment.

*The receive methods will vary depending on the receiver’s country.

How do I complete my online profile?

To complete your online profile, follow these steps:

  1. Log into your online profile.
  2. Provide your personal information, including first name, last name, phone number, date of birth, home address, nationality and country of birth.
  3. Select Continue.

After completing your profile, you will need to verify your identity.

 

 

How do I verify my identity?

How do I verify my identity?

Important: You must verify your identity after completing your profile and before you start your first transaction.

  1. Log into your profile.
  2. Take a picture(s) of your ID.Accepted ID types:
    1. For Japanese residents:
      1. My number card or
      2. Japanese passport or driving license plus My number card or Juminhyo with My number or Notification card (issued within the last 6 months)
    2. Non-Japanese residents:
      1. Residence card plus My number card or Juminhyo with My number or Notification card (issued within the last 6 months)
  3. Submit a selfie in real time.

The verification process can take up to 3 hours after we receive the required information. We’ll let you know when it’s completed.

For questions, call Customer Care at 0120-961-623 (toll-free from Japan) or +81-3-6868-0758 if calling from overseas. You can also send an email to JapanEnglish.customer@westernunion.com for support in English, or to Japan.Customer@westernunion.com for support in Japanese.

Why do I need to submit My Number information?

My Number is collected for tax purposes and in accordance with tax regulations. This information needs to be collected and verified only once, before your first online money transfer can be completed, and will be stored in accordance with the Personal Data Protection Act.

If you are a Japanese resident, your My Number card is accepted as a valid document for ID verification.

Which countries and territories can I send money online?

You can send money for a cash pickup in more than 200 countries and territories, and even directly to your receiver’s bank account if the service is available. You can also transfer money to mobile wallets (eWallets) in select countries.

However, under the Foreign Exchange Law, money transfer to North Korea or any North Korean nationals overseas, is prohibited.

How do I pay for my money transfer online?

You can pay for your money transfer online through your personal internet banking account, or at an ATM.

For more details, please contact Customer Care at 0120-961-623 (toll-free from Japan) or +81-3-6868-0758 if calling from overseas or chat with us.

How much money can I send online from Japan?

You can send up to 1,000,000 JPY per transfer after your profile is verified, with a maximum of 3 transfers in a 24-hour period.

If you need to send more money, visit an agent location.

 

How do I know if my online transfer has been approved?

You will receive an email confirmation with your money tracking control number (MTCN). If the identity verification fails, your transfer will be canceled, and you will be notified as well.

How can I cancel an online money transfer after it was sent?

An online money transfer can only be canceled if it has not been collected by the receiver in the destination country.

If you wish to cancel your money transfer, please contact Customer Care at 0120-961-623 (toll-free from Japan) or +81-3-6868-0758 if calling from overseas or chat with us.

Can I get a receipt for my online transfer?

Yes, a receipt will be sent to your email after the transfer is completed. You can also see the details of all your transfers under History in the Western Union app or on wu.com.

What is a Money Transfer Control Number (MTCN)?

The Money Transfer Control Number (MTCN) is a unique number assigned to your transfer.

Your receiver will need this number when they pick up their money, and it can also be used to track your transfer.

When can I request a refund?

You can request your transfer to be canceled and seek a refund if something goes wrong, or you change your mind or if the transfer could not be completed.

Please note that the transfer fee will not be refunded to you if the cancellation request is made by you. Cancellation fees will not be levied if the funds are not paid out to the receiver.

You will need to contact us to cancel your transfer within 14 days of making a transfer.

Call our Customer Care at 0120-961-623 (from Japan), +81-3-6868-0758 (from overseas), available in English and Tagalog  24/7 and Japanese and Chinese 9 am to 10 pm daily.

Please keep your MTCN handy when you call us.

If you wish to get a refund of your money transfer, contact Westernunion.com Customer Care at 0120-961-623(toll-free from Japan) or +81-3-6868-0758 if calling from overseas or chat with us.

A refund can be processed only if the money is not picked up by the receiver at a participating agent location or deposited into the receiver’s bank account.

For more information visit https://www.westernunion.com/jp/en/legal/terms-conditions-digital.html

How do I receive a refund?

After you have canceled your money transfer with a Customer Care representative, you will need to find your nearest participating agent location.

Refund to bank account is now available in Japan & please contact our customer care for it

Find your nearest agent location for one of the agents listed below in the Agent Locator.

AgentAddressCITYState
WANG FUJING YOKOHAMAYAMASHITA CHO 92 3 NAKA KUYOKOHAMAKANAGAWA
WANG FUJING CORPORATIONYAMASHITACHO 92 3YOKOHAMAYOKOHAMA
WANG FUJING CORPORATIONYAMASHITACHO 92 3YOKOHAMAKANAGAWA
N&P JAPAN CO LTD QS REMIT2F KANEKO HIGHTS 2-20-2SHINJUKU KUTOKYO
N&P JAPAN CO LTD  QS REMIT2F KANEKO HAITSU 2 20 2 HYAKUNINSHINJUKUTOKYO
N&P JAPAN CO LTD205 TOKO BLDG  2 42 13 KABUKICHOTOKYOSHINJUKU KU
N&P JAPAN CO LTD201 KANEKO HIGHT  2 20 2 HYAKUNINCHOTOKYOTOKYO
MCDOWELLS CO LTDPRESIDENT ROPPONGI BLDG 203 3 2 16MINATO KUTOKYO

 

Visit the agent location during operation hours and carry with you a valid ID and MTCN to verify your identity and the refund amount.

It is advisable that you call the agent location before you visit to ensure that they have the required refund amount ready for you.

How do I send money to India with UPI?

About UPI

Unified Payment Interface (UPI) is a payment method that allows you to instantly transfer money to a bank account in India.

Understanding UPI ID

UPI ID is a virtual payment address (VPA) that uniquely identifies one person. A UPI ID format is like an email ID: with the sign “@” in the middle. For example, your receiver’s UPI ID could be “receiver’s_name@bank_name” or “phone_number@bank_name.”

When sending with a UPI ID, you only need to have your receiver’s UPI ID. You do not need to ask receivers for their account number, account type, bank name, or IFSC code.

To receive the payment, the receiver needs to have their UPI ID linked to the bank enabled for international UPI remittance. Please see below the list of banks that support international UPI.

Current list of banks that support international UPI transfer

Below are the banks currently supported. More banks will be made available soon.

•Abhyudaya Cooperative Bank Limited•Janata Sahakari Bank Limited•Airtel Payments Bank Limited•Jana Small Finance Bank Limited
•Andhra Bank•Karnataka Bank Limited•The Andhra Pradesh State Cooperative Bank Limited•Kalupur Commercial Cooperative Bank
•Andhra Pragathi Grameena Bank•Kalyan Janata Sahakari Bank•Andhra Pradesh Grameena Vikas Bank•Kotak Mahindra Bank Limited
•Apna Sahakari Bank Limited•Kerala Gramin Bank•Bassein Catholic Cooperative Bank Limited•The Karanataka State Cooperative Apex Bank Limited
•Bank Of Baroda•Karnataka Vikas Grameena Bank•Bandhan Bank Limited•Laxmi Vilas Bank
•Dena Bank•Bank Of Maharashtra•Bank Of India•Maharashtra Gramin Bank
•Central Bank Of India•Mahanagar Cooperative Bank•City Union Bank Limited•The Mehsana Urban Cooperative Bank
•Canara Bank•Oriental Bank of Commerce•Corporation Bank•G P Parsik Bank
•The Cosmos Co Operative Bank Limited•Pragathi Krishna Gramin Bank•Catholic Syrian Bank Limited•Punjab And Sind Bank
•Development Bank of Singapore•Punjab National Bank•DCB Bank Limited
•Deustche Bank•Ratnakar Bank Limited•Deutsche Bank (Bij Alle Sepa-Transacties)•Rajkot Nagrik Sahakari Bank Limited
•Dhanalakshmi Bank•State Bank of India•Equitas Small Finance Bank Limited•Standard Chartered Bank
•Federal Bank•South Indian Bank•Fino Payments Bank•The Surath Peoples Cooperative Bank Limited
•Fincare Small Finance Bank Ltd•Saraswat Cooperative Bank Limited•The Gujarat State Cooperative Bank Limited•Suryoday Small Finance Bank Limited
•Hasti Coop Bank Ltd•The Shamrao Vithal Cooperative Bank•HSBC Bank•Syndicate Bank
•IDBI Bank•The Thane Bharat Sahakari Bank Limited•ICICI Bank Limited•TJSB Sahakari Bank Limited
•IDFC Bank Limited•Tamilnad Mercantile Bank Limited•Indian Bank•The Tamil Nadu State Apex Cooperative Bank
•Indusind Bank•Union Bank Of India•Indian Overseas Bank•UCO Bank
•India Post Payment Bank•Ujjivan Small Finance Bank Limited•Jammu And Kashmir Bank Limited•Axis Bank
•Jio Payments Bank Limited•The Varachha Cooperative Bank Limited•Janakalyan Sahakari Bank Limited•Vijaya Bank
•Karur Vysya Bank•The Vishweshwar Sahakari Bank Limited•Vasai Vikas Sahakari Bank Limited•Yes Bank

Send limits using UPI

Currently, you can send up to 200,000 INR per transfer.

Steps to send money using a UPI through Western Union

Western Union is the first money transfer service company to use a UPI transfer internationally.

1. Log in to your Western Union profile.

2. Choose India as your receiving country (you will need to know your receiver’s mailing address).

3. Choose to send using a bank pay out and use any payment method.

4. Choose UPI ID under the bank information section. You’ll be able to browse all the banks enabled for international UPI transfer.

5. Choose to send your transfer, and you’re all set. Generally, your transfer should be completed in minutes.

How many Alipay wallet transfers can I make in a month?

You can make up to 5 transfers to the same receiver on Alipay wallet within a 30-day period starting from the date of the first transfer. If it’s urgent, you can always choose a different payout method such as bank account or cash.

How can I pay for my money transfer at a convenience store?

To pay for your money transfer at a convenience store, you must start a money transfer online and choose Pay at a convenience store as your payment method and generate the MTCN online.

To complete your transfer at Lawson:

  1. Visit Loppi.
  2. Select Those holding Client Number.
  3. Enter the 14-digit Reference Number in the Client Number field and select Next.
  4. Enter the 4-digit Confirmation number and select Next.
  5. Confirm the on-screen information and print the application ticket.
  6. Give the ticket to the cashier and pay in cash.
  7. Collect the payment receipt from the cashier.

Note:

  • You will have to pay at the cash counter within 30 minutes after printing the application ticket.
  • You may need to show the email you receive from us to the cashier.
  • You can pay only in cash at the convenience store.
  • To know how to generate the MTCN, please go to our help center.
How do I track my payment?

After you place your transaction online, you will get a 10-digit transfer number MTCN. You can go to track a transfer and enter your MTCN to know the transaction status in real-time.

Can I pay using my debit or credit card at the convenience store?

No, you can only pay in cash at the convenience store.

Do I need to show any documents to pay at the convenience store?

No, you don’t need to show any document at the convenience store.

How much time do I have to pay at the convenience store after I placed the money transfer online?

After you place the transaction online, you’ll have up to 48 hours to pay at the convenience store.

What happens if I cannot pay for my transaction within 48 hours at the convenience store?

If you don’t pay at the convenience store within 48 hours, your transaction will be canceled. You can always start a new 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 and travelers who need to make fast, international transfers.

Who are Western Union® agents?

Western Union agent locations are independent businesses that provide money transfer services to their customers on behalf of Western Union. They are our representatives in the different countries you need to send or receive money, they may be banks, post offices, supermarkets, grocery stores, check cashers, mailbox centers, drug stores, travel agencies, depots, airports, train and bus stations, currency exchange offices, and other retailers.

How can I find a Western Union® agent location in Japan?

Finding an agent location in Japan is easy, just use our online agent locator tool.

How do I send money from an agent location?

You can visit an agent location directly to complete your money transfer in person. You will be asked to provide the following:

  • Your receiver’s first name and surname.
  • The exact amount you wish to send, plus the applicable fees.
  • The country you are sending to.
  • A valid government-issued ID. Please provide an acceptable ID document from the list below:

For Japanese nationals
– Japanese driving license.
– Passport (one of the below listed address verification documents is required). address verification document
– national tax, local tax, receipt of automobile tax (issued within six months)
– certificate of residence (issued within six months)
– certificate of registered seal (issued within six months).
– Individual Number Card (My Number card).

For foreign residents
– Valid Residence card.

For non-residents
– Passport.

You can also download the Western Union app from the App Store or the Google Play Store, and start a money transfer on the app and then complete it in person at an agent location.

Your money will be available in minutes to your receiver after the transfer is completed.

What documents can I use to send money in Japan?

You will need to present any valid government-issued photo ID, such as:

For Japanese residents (one of the following valid identification documents is acceptable:

a)     Individual My Number Card with photo

b)     Japanese Driver’s License

c)     Passport (one of the below listed address verification documents is required).

–     national tax, local tax, receipt of automobile tax (issued within six months)

–     certificate of residence (issued within six months)

–     certificate of registered seal (issued within six months).

For foreign residents:

a)     Valid Residence Card

For non-residents:

a)     Passport of native country

Acceptable My Number documents include:

a) Individual Number Card (My Number Card)
b) Certificate of Residence with your Individual Number (My Number), issued within 6 months.

Non-residents do not require an Individual Number. They only need to provide another identification document.

The acceptable ID is stipulated by Act on Prevention of Transfer of Criminal Proceeds.

What documents can I use to send money in person in Japan?

You will need to present any valid government-issued photo ID, such as:

For Japanese residents (one of the following valid identification documents is acceptable:

a)     Individual My Number Card with photo

b)     Japanese Driver’s License

c)     Passport (one of the below listed address verification documents is required).

–     national tax, local tax, receipt of automobile tax (issued within six months)

–     certificate of residence (issued within six months)

–     certificate of registered seal (issued within six months).

For foreign residents:

a)     Valid Residence Card

For non-residents:

a)     Passport of native country

Acceptable My Number documents include:

a) Individual Number Card (My Number Card)
b) Certificate of Residence with your Individual Number (My Number), issued within 6 months.

Non-residents do not require an Individual Number. They only need to provide another identification document.

The acceptable ID is stipulated by Act on Prevention of Transfer of Criminal Proceeds.

How much money can I send from a Western Union agent location in Japan?

You can send up to 1,000,000 JPY at an agent location in Japan. However, for some transfers, you may have to provide additional information or documentation.

How are money transfers paid out to receivers?

Money transfers can be paid in cash, directly into a receiver’s bank account, or into a mobile wallet (eWallet) in selected countries.

Other restrictions may apply. Please contact a Western Union agent to get more information about restrictions or contact Customer Care at 0120-961-623 (toll-free from Japan) or +81-3-6868-0758 if calling from overseas or chat with us.

How can I check the status of my money transfer?

You can track your money transfer online. All you need is the sender’s name and the tracking number (MTCN – Money Transfer Control Number) printed on the receipt.

Can I send money at any time at an agent location?

Each Western Union agent location determines its own operating hours. Some have extended hours and some open during weekends. You can check the operating hours of a Western Union agent before visiting.

What do I need to pick up money in Japan?

For cash pickups you can visit any Western Union agent location. You will need to provide the following information:

  • Name
  • Address
  • Amount expected
  • Sender’s name
  • City and country the money is sent from
  • Your tracking number (MTCN)
  • You will need to present a valid government-issued photo ID such as passport, driving license, My Number card, or Residence Card when you pick up the money.

Acceptable IDs are subject to the banking laws and regulations of Japan.

How do I know if my money transfer has been received?

You can track your money transfer online. All you need is the sender’s name and the tracking number (MTCN – Money Transfer Control Number) printed on the receipt. We will also update you on the latest status of your money transfer.

You can chat with us or contact Customer Care at 0120-961-623 (toll-free from Japan) or +81-3-6868-0758 if calling from overseas.

How does a Western Union agent pay out money transfer?

Money transfers that are sent for a cash pickup are generally given in cash. Senders may also choose to send money directly to a receiver’s bank account or mobile wallet (eWallet) in selected countries.

Other restrictions may apply.

Please contact a Western Union agent to get more information about restrictions or contact Customer Care at 0120-961-623 (toll-free from Japan) or +81-3-6868-0758 if calling from overseas or chat with us.

How much does it cost to receive money?

All fees are paid by the sender. The receiver pays no transfer fees.

Western Union values its business and takes pride in delivering your funds in the quickest and most reliable way possible. However, it is important that you protect yourself from fraudsters who are out to get your money.Below are some frequently asked questions about fraud. For more information, please visit the Fraud awareness section here.

Are there common fraud scenarios that I should be aware of and things I shouldn’t send my money for?

Yes. Only use Western Union to send money to friends and family. Never send money to someone you have not met in person. Scammers sometimes encourage people to transfer money. Do not transfer money to anyone who asks you to send them money:

  • For an emergency situation you haven’t confirmed.
  • For an online purchase.
  • For anti-virus protection.
  • For a deposit or payment on a rental property.
  • To claim lottery or prize winnings.
  • To pay taxes.
  • For a donation to charity.
  • For a mystery shopping assignment.
  • For a job opportunity.
  • For a credit card or loan fee.
  • To resolve an immigration matter.

If you transfer money, the person you’re sending it to gets the money quickly. After the money is paid, Western Union may not be able to give you a refund, even if you are the victim of fraud, except under limited circumstances.

Someone claiming to be from Western Union emailed me. What should I do?

If you receive an email from anyone claiming to be from Western Union and you are unsure about it, do not click on any links in the mail. This may be a “phishing” attempt to acquire sensitive information from you. Instead, immediately please contact Western Union’s Customer Service Center number at 0120-961-623 (toll free from Japan) or visit the nearest agent location.

Western Union will never send you emails to ask for your user ID, password, or credit card details.

What is a Test Question? When is it used?

In some countries, senders are asked to provide a ‘Test Question’ and its answer when they initiate the transfer.  In cases where a ‘Test Question’ was provided by the sender, the receiver may be required to give the answer when picking up the funds.  The ‘Test Question’ feature is designed for emergency situations where the receiver still needs to provide proper identification. It should never be used as additional security or to delay payment. In many places, we’ll pay the receiver whenever the receiver shows proper identification, even if he/she does not know the answer to the question. Test question is not available for payout in Japan.

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

The ‘Test Question’ feature is designed for emergency situations where the receiver still needs to provide proper identification. It should never be used as additional security or to delay payment. In many places, we’ll pay the receiver whenever the receiver shows proper identification, even if he/she does not know the answer to the question. Test question is not available for payout in Japan.

What can I do if I suspect fraud or am a victim of fraud?

You should contact the Western Union Fraud Hotline at 01 2096 1623 immediately for assistance with a transfer that you believe was sent for fraud.  You should also file a report with your local law enforcement.

You should also contact your government’s Office of Consumer Affairs and police station if you are uncertain or suspicious of a telephone, mail, or email solicitation.

What additional tips should I keep in mind?
  • Always make sure you know who you are sending money to.
  • Discontinue a call if a caller coaches you to respond to questions asked by Western Union.
  • Security is everyone’s responsibility. Stay informed. Keep abreast of new fraud trends.
  • Remember, if it seems too-good-to-be-true, it probably is.
  • Read and find out more information on how you can protect yourself from fraud.
How do I register online using the Western Union app or wu.com in Japan?

To register online, follow these steps:

  1. Select Join now.
  2. Enter a valid email address and a password.

To start a money transfer, you need to complete your profile and identity verification.

For questions, call Customer Care at 0120-961-623 (toll-free from Japan) or +81-3-6868-0758 if calling from overseas.

 

 

How much does it cost to register a profile for Western Union’s online services?

Registration is free of charge.

Who can register and send money online?

Anyone who meets the following conditions can use our online services:

  • Must have a valid Individual My Number card (with photo), as well a Residence Card if you’re a resident foreigner
  • Must be at least 18 years old
  • Must accept the Terms and Conditions of using our service
  • Must have a valid email address
  • Must have a valid phone number
  • Must have a bank account in Japan
How many times can I register?

Registration with a valid identification document and an email address is possible only once.

How can I change or update my Western Union profile?

You can change or update your Western Union profile information from the “Profile overview” tab after you log in on the Western Union app or www.westernunion.com.

After your identity is verified, you cannot change your first name, last name, date of birth, and nationality. If you’d like to change information after your identity is verified, chat with us or contact Customer Care at 0120-961-623 (toll-free from Japan) or +81-3-6868-0758 if calling from overseas.

What do I do if I forgot my User ID, login password or repeatedly entered incorrect details?

Your User ID is your email address.

If you forgot your password, you can click on “Forgot password” option and a new password will be sent to your email.

If you repeatedly entered incorrect details or your profile is locked, please try to log in to your profile after 30 minutes. You can contact Customer Care at 0120-961-623 (toll-free from Japan) or +81-3-6868-0758 if calling from overseas or chat with us.

What do I do if I want to change my login email and password?

You can change your password on the “Profile overview” page after you log in. Select “Edit profile” from the menu on the right to change your password.

For online registration, you can use only one email address. After you verify your email, it cannot be changed.

How can I cancel my Western Union online profile?

Please contact our Westernunion.com Customer Care at 0120-961-623 (toll-free from Japan) or +81-3-6868-0758 if calling from overseas or chat with us.

How do I create my profile with Western Union if I am an existing DSK user?

Follow these simple steps to create your profile with Western Union:

  1. Visit westernunion.com.
  2. Select Login and then Find my information.
  3. Enter your date of birth and mobile number.
  4. Enter the last 4 characters of your identity document. Alternatively, you can also choose to verify using your mobile number or email address.
  5. Create a password for your profile.

Your profile is created and you can start sending money online.

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. They are our representatives in the different countries you need to send or receive money, they may be banks, post offices, supermarkets, grocery stores, check cashers, mailbox centers, drug stores, travel agencies, depots, airports, train and bus stations, currency exchange offices and other retailers.

How can I find a nearby Western Union agent location?

You can look for a Western Union agent near you online.

How do I send money from a Western Union agent location?

You’ll need to provide a valid identification document, money transfer details, and pay the agent the amount you want to send, plus the applicable fees, in cash.

Which transfer service is offered at Western Union agent locations?

Western Union agent locations offer the ability to send and receive money around the world using cash.

How much money can I send from a Western Union agent location?

You can send up to 1,000,000 JPY at an agent location in Japan. However, for some transfers, you may have to provide additional information or documentation.

Western Union continues to monitor the COVID-19 (Coronavirus) developments closely. Our primary concern is the safety of our customers and employees, as well as the well-being of those impacted. Here, you can find answers to questions that you might have about how our services may change during this time. We will keep this information updated as the situation develops.

Is Western Union open for business?
  • Yes, we continue to serve our customers and operate globally. Given the current situation, we encourage those in affected areas to send or receive money using our mobile app, or westernunion.com.
  • Please note that our agent locations in areas with a high concentration of COVID-19 outbreaks may close their businesses temporarily or may have updated operating hours. Be sure to check our agent locator for current hours of operation. You should also consider calling before visiting to confirm availability of services and open hours.
I cannot pick up my money transfer because no agent locations are open due to COVID-19.

We are sorry for the inconvenience. Given the ever-changing situation, we recommend those experiencing local restrictions due to COVID-19 visit westernunion.com or use our mobile app to send transfers for payout directly to a bank account or a digital wallet.

If I can’t pick up my money transfer, what will happen to my money?

Your transfer will be available for 30 days. After this time, your sender will have to contact our Customer Care to restart the transfer or cancel the transfer for refund.

Can I authorize someone to pick up money for me if I can’t leave my home?

For security reasons, only the designated receiver can pick up a transfer. However, you can ask your sender to contact our Customer Care to cancel that transfer and start a new one. Your sender can then transfer money online directly to a bank account or a mobile wallet, if available.

What can I do to protect myself from fraud?

Please be aware of the risk of fraud and phishing, especially during this time, and take extra caution when sending money:

  • Don’t send money for loan or credit card fees, customs, or shipping fees.
  • Don’t send money to someone you haven’t met in person.
  • Be suspicious of businesses without a verified street address.
  • Don’t pay for an item or service with a money transfer to an individual.
  • Be suspicious about transferring money for charity and ask a representative for an ID.
  • Think twice before sharing your financial information.

Please visit our Fraud awareness page to learn more and check current Coronavirus-related online scams.

Is it true that paper money can spread Coronavirus?

We have no reason to believe that banknotes are more likely to spread viruses like Coronavirus than any other surface. The guidance from the World Health Organization remains that basic hygiene is the best possible defense against Coronavirus.

Is there any charitable cause that I can participate in via Western Union?

Western Union and the Western Union Foundation launched a  $1M USD global appeal and is accepting donations through May 15th Western Union and the Western Union Foundation will match up to $500,000 USD in donations to go toward supplies, equipment, and frontline medical aid. Donate here.

What is Western Union doing to support customers during this time?
  • Our goal is to keep our digital and retail services operational across the world, while abiding by local regulations and guidelines.
  •  We are constantly improving our services, such as adding new ways to speed up the ID verification process and offering a home delivery feature in some countries.
  • Given the ever-changing situation, we recommend those experiencing local restrictions due to COVID-19 visit westernunion.com or use our mobile app to send transfers for payout directly to a bank account or a digital wallet. This service is currently available in more than 100 countries.
¿Por qué no puedo utilizar los servicios de Western Union después de recibir el mensaje “Se necesita información adicional, ve a westernunion.com/gcr”?

Para proteger a nuestros clientes, revisamos cada transferencia de dinero a fin de asegurarnos de que sea segura. Por diversas razones, podemos pedirte que nos proporciones más información antes de que podamos permitirte continuar utilizando nuestros servicios.

¿Por qué debo proporcionar información adicional?

Necesitamos información adicional para comprender por qué utilizas Western Union y la relación entre tú y la persona o las entidades con las que realizas transferencias. Cuanta más información proporciones, más rápido podremos completar tu solicitud.

¿Cómo puedo volver a usar los servicios de Western Union?

Para tener acceso nuevamente a nuestros servicios, sigue los pasos que se indican a continuación:

  1. Recopila los documentos necesarios. Ten en cuenta que estos variarán según el motivo por el que utilices Western Union y tu relación con la persona o las entidades con la que realizas transferencias. Como mínimo, deberás presentar una identificación con foto emitida por el gobierno, documentos relacionados con el propósito de utilizar Western Union, prueba del origen de los fondos y cualquier otro documento que pueda corroborar las respuestas proporcionadas en el cuestionario. Para obtener más información, visita la sección Ayuda en westernunion.com.
  2. Visita westernunion.com/gcr, a continuación e inicia el cuestionario del cliente.
  3. Completa el cuestionario del cliente:
  • Información personal:
    – Proporciona tu nombre, segundo nombre (opcional) y apellido tal como aparecen en tu identificación.
    – Comparte tu correo electrónico, dirección física y número de teléfono celular actuales. Asegúrate de proporcionar una dirección de correo electrónico activa para fines de comunicación.
    – Especifica tu país de nacimiento.
    – Selecciona tu ocupación y proporciona aclaraciones adicionales si es necesario.
    – Ingresa un número de seguimiento reciente (MTCN) si dispones de uno.
    – Carga una copia de tu identificación con foto válida emitida por el gobierno.
  • Relaciones:
    – Indica a las personas o las entidades con las que has realizado transferencias mediante Western Union.
    – Para cada persona o entidad, ingresa el nombre completo, la relación, el propósito de la transferencia y carga los documentos de respaldo.
  • Origen de los fondos:
    – Selecciona el origen de los fondos en la lista desplegable y carga los documentos de respaldo.
  • Detalles de terceros (si realizas transferencias en nombre de otra persona) (si corresponde):
    – Explica el propósito de las transferencias y tu relación con el tercero.
    – Proporciona los detalles relacionados con el tercero.
  • Fraude (si corresponde):
    – Indica si has sido víctima de fraude o estafa.
    – Si la respuesta es sí, comparte una breve descripción de lo sucedido.
  1. Revisa la precisión de la información que proporcionaste.
  2. Selecciona Enviar cuestionario para completar el proceso.
¿Qué documentos son adecuados y por qué Western Union los necesita?

a. Se necesita una identificación con foto válida emitida por el gobierno para verificar tu identidad.

  • Ejemplos: pasaporte, licencia de conducir, identificación nacional.

b. El origen de los fondos es necesario para asegurarse de que las transferencias de dinero no estén relacionadas con actos ilegales y correspondan a la naturaleza de tu actividad.

  • Ejemplos: al menos los últimos 3 meses de estados de cuenta bancarios, al menos los últimos 3 meses de recibos de nóminas, contrato de empleo con salario, papeles de préstamo, acuerdo de venta, recibo de premio, declaración de impuestos, etc.

c. El propósito de la transferencia de dinero o el uso previsto del dinero es necesario a fin de comprender la base para realizar el pago y el tipo de relaciones entre el remitente y el beneficiario.

  • Ejemplos:
    • Remesas personales/apoyo familiar: los siguientes documentos son adecuados para demostrar la relación: fotografías con las personas con las que realizaste transferencias, certificado de matrimonio, certificado de nacimiento de la contraparte, identificación emitida por el Gobierno de la contraparte, etc.
    • Remesa comercial/pago por bienes/servicios: facturas, recibos, acuerdos de venta o compra, etc.
    • Educación: evidencia de cuotas de matrícula, etc.
    • Gastos médicos: facturas hospitalarias, recibos de farmacia, primas de seguro médico, etc.
    • Apoyo a organizaciones benéficas: reconocimiento escrito de la organización benéfica, etc.
    • Compra de hogar: contrato de compra, documentos hipotecarios, etc.
    • Regalo: recibos, etc.
    • Gastos de viaje: boletos de viaje, reservas de hotel, etc.

d. Se necesita información sobre actividades de terceros (envío o recepción de dinero en nombre de una persona o negocio) para comprender el propósito y la naturaleza de tu relación con Western Union.

  • Ejemplos: documentos de registro comercial, carta de autorización de la empresa o notario, estado de cuenta que muestra acceso a fondos de terceros, etc.
¿Qué sucede después de proporcionar la información adicional?

Una vez que hayamos recibido tu cuestionario completo y la documentación requerida, te enviaremos un correo electrónico con una respuesta en un plazo de 3 días hábiles.

En caso de que tengamos preguntas adicionales, podríamos comunicarnos contigo a través de la dirección de correo electrónico proporcionada en el cuestionario.

¿Mis documentos están seguros?

Estamos comprometidos con la seguridad de tu información personal. Utilizamos medidas de protección organizacionales, técnicas y administrativas que cumplen con las leyes y regulaciones gubernamentales correspondientes para proteger tu información personal. También restringimos el acceso a la información personal que procesamos solo a nuestros empleados, agencias y representantes que tengan una necesidad empresarial para conocerla. Para obtener más información, lee nuestros Términos y condiciones y la Declaración de privacidad en línea.

1 The receive methods will vary depending on the receive country you choose.