Frequently Asked Questions

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.

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.

Western Union services are for anyone who needs to send or receive money quickly. From travelers and people supporting friends or relatives abroad, to business people who need to make faster international transfers.

They are our representatives in the different countries you 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.

You can easily locate a Western Union agent location online, just use our agent locator tool.

Once you get to our agent location, you will be asked to provide some information:

• Your receiver’s first name and last name.
• The amount you want to send.
• The country you are sending to.
• Your government-issued ID or passport.

After presenting all that information you can give the agent the total amount including the service fees. Your money then will be available in minutes ¹ to your receiver after the transfer is completed.

Funds may be delayed or services unavailable based on certain transaction conditions, including amount sent, destination country, currency availability, regulatory and foreign exchange issues, required receiver action(s), identification requirements, agent location hours, differences in time zones, or selection of delayed options. Additional restrictions may apply. See Send Form for details.

You need to present any official government-issued ID or a valid passport issued in Kazakhstan to send money at a Western Union agent location. Acceptable IDs are subject to the banking laws and regulations of Kazakhstan.

You can send up to 499,000 KZT per transfer, per day or up to 5,000,000 KZT within 90 days.

Money transfers will generally be paid in cash. After you’ve chosen your destination country, you may ask the agent for the types of services available to you. Other restrictions may apply. Please contact a Western Union agent (link to “Find location” page) to get more information about restrictions; or you can call our partner Center Credit’s customer service center at 88000800088 (free of charge for local Kazakh numbers); at 505 (free of charge for mobile numbers) or send an email to info@bcc.kz

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

Each Western Union agent location determines its own hours of operation. Some have extended hours and even open during weekends. Find a nearby Western Union agent location with our agent locator.

You need to present any official government-issued ID or a valid passport issued in Kazakhstan to pick up money at a Western Union agent location. Acceptable IDs are subject to the Banking laws and regulations of Kazakhstan.

You can go to “Track a transfer (link to “Track a Transfer” page).” at wu.com. There you can type in the sender’s name and the money transfer control number (MTCN) and you’ll get an update on the latest status of your money transfer. You can also call our partner Center Credit’s customer service center at 88000800088 (free of charge for local Kazakh numbers); at 505 (free of charge for mobile numbers) or send an email to info@bcc.kz.

You can pick up the money at any Western Union agent location. (link to Find locations) You’ll need to provide the following information:

• The sender’s full name.
• The country where the money was sent from.
• The amount that was sent.
• The tracking number ( MTCN – Money Transfer Control Number).
• Acceptable IDs are also required (link to “What documents can I use to pick up money in Kazakhstan?”)

For more information, please visit your nearest Western Union agent location or call our partner Center Credit’s customer service center at 88000800088 (free of charge for local Kazakh numbers); at 505 (free of charge for mobile numbers) or send an email to info@bcc.kz

Money transfers will generally be paid in cash. Other restrictions may apply. For more information, please visit your nearest Western Union agent location, or call our partner Center Credit’s customer service center at 88000800088 (free of charge for local Kazakh numbers); at 505 (free of charge for mobile numbers) or send an email to info@bcc.kz

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

Registration is required for most of our services. When you visit wu.com for the first time you’ll need to complete the profile registration form and follow these steps:

• Enter your name, last name, middle name (if applicable) and your phone number.
• You will receive a one-time verification code to your mobile phone.
• Fill in the online registration form with the following information: full name, full address, date and country of birth, your government-issued ID and your IIN number. When an expired ID is detected, you will be required to provide a new one.
• Once you have successfully registered online, you will be asked to accept the terms and conditions for our online services.
• After your profile is created, you will be able to send money online.

No, it’s free to register.

Anyone who meet the following criteria can use our online money transfer service.

• Residents should have a passport or a valid government-issued ID.
• IIN number.
• Must be of at least 18 years of old.
• Must accept our Terms and Conditions for using our services.
• Must have a Kazakh issued credit or debit card.
• Must have a valid Kazakh issued phone number.

Registration with a valid ID, mobile phone number and an email address is possible only once.

You can change or update your WU profile information from the “Profile overview” tab after you log in.

If you require to change your name, last name or date of birth, simply visit your online profile and edit that information. If you have any questions about your profile update, please contact our partner Center Credit’s customer service center at 88000800088 (free of charge for local Kazakh numbers); at 505 (free of charge for mobile numbers) or send an email to info@bcc.kz.

Your User ID is your phone number.

If you forgot your password, you can select the “Forgot password” option and a new password will be sent to your phone number. If you repeatedly entered incorrect details or your profile is locked, please try to log in to your profile after 30 minutes or contact our partner Center Credit’s customer service center at 88000800088 (free of charge for local Kazakh numbers); at 505 (free of charge for mobile numbers) or send an email to info@bcc.kz.

You can change your password or mobile phone number on the “Profile overview” page after you log in. Please select “Edit profile” from the right-side menu and change your password.

For online registration, you can use only one phone number.

If you have any questions please contact our partner Center Credit’s customer service Center at 88000800088 (free of charge for local Kazakh numbers); at 505 (free of charge for mobile numbers) or send an email to info@bcc.kz.

You can delete you online profile by contacting our partner Center Credit’s customer service center at 88000800088 (free of charge for local Kazakh numbers); at 505 (free of charge for mobile numbers) or send an email to info@bcc.kz

Agent locations are places where you can transfer money using Western Union. Agent locations may be in supermarkets, grocery stores, check cashers, mailbox centers, drug stores, travel agencies, depots, and other retailers. In some countries, they may be in banks, travel agencies, post offices, airports, train, and bus stations, and currency exchange offices.

Use this link to find an agent location near you.

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

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

You can usually send up to 499,000 KZT per transfer, per day or up to 5,000,000 KZT within 90 days. However, for certain amounts and transfers, you may be required to provide additional information or documentation as follows:
An official government-issued ID or passport issued in Kazakhstan for sending money at a Western Union agent location.
Acceptable IDs are subject to the Central Bank of Kazakhstan. rules and regulations.
Prior to your visit please submit an RBF (Royaly Bases Finance) document for approval to the agent.

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 asignment.
• 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.

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 partner’s CenterCredit Customer Service Center at 88000800088 (free of charge for local Kazakh numbers); at 505 (free of charge for mobile numbers) or send an email to info@bcc.kz. Western Union will never send you e-mails to ask for your user ID, password, or credit card details.

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 Kazakhstan.

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 no.t know the answer to the question. Test question is not available for payout in Kazakhstan.

You should immediately visit our agent location for assistance with a transaction 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 e-mail solicitation

• 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.
• For more information about how to protect yourself from fraud, click here