Frequently Asked Questions

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 to them. 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 will receive the money almost instantly. After the money is transferred, 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 believe that you are the victim of fraud, call the Western Union Fraud Hotline at 08000 92345 or visit our Fraud Awareness page.

If you receive an email from anyone claiming to be from the 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 [CSC email] 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 answer it, 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 or she does not know the answer to the question. Test question is not available for payout in Morocco.

You should contact the Western Union Fraud Hotline at 08000 92345 immediately for assistance with a transfer that you believe was sent for fraud. You may also reach out to local police.

Contact your government’s Office of Consumer Affairs if you are uncertain or suspicious of a telephone, mail or email solicitation.

• Always make sure you know who you are sending money to.
• Discontinue a call if a caller coaches you to respond to questions 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.