Frequently Asked Questions

FAQ / Consumer Protection

Consumer Protection


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.

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

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.
  • To pay for something in response to a telemarketing call. Telemarketers cannot sell you anything and take payment by money transfer. It’s illegal.

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

Can the test question feature secure my funds or delay payment of a transfer?

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 Kuwait.

What can I do if I suspect fraud or am 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.

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.

Learn more about fraud protection.

Can’t find what you are looking for?

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