Frequently Asked Questions

Western Union employs a variety of techniques, including SSL technology, to keep your personal information safe.

Additionally, the following tips can help keep your password secure:

• Make your password difficult to guess. Avoid using any part of your name, your birthday or any words that can easily be associated with you.
• Use a combination of letters and numbers and a mix of lowercase and capital letters.
• Use multiple passwords for your various accounts to decrease your risk if one password is compromised.
• Avoid writing your password down where it may be compromised.

You can further protect your passwords by making sure that your virus-scanning software is kept up to date and by running anti-spyware programs. These programs can help protect you from viruses or other malware that could compromise your identity even though your computer may seem to be working fine.

If you use Microsoft Windows, make sure your Windows updates are enabled to help keep your operating system protected. You can learn more about Microsoft Windows updates at http://www.microsoft.com.

Use extra caution when entering your password on a computer that does not belong to you. Viruses, spyware or your browser’s settings might be used to compromise your account by recording your username and password.

Yes, your personal details are completely safe with us. We use organizational, technical and administrative safeguards that comply with applicable government laws and regulations to secure your personal information.

You can find more information on how we handle personal data in our Online Privacy Statement.

As a Western Union user, we value your business and take pride in delivering your funds to the intended receiver in a fast, convenient and reliable way. However, there are individuals throughout the world who will attempt to use any system to receive payments in connection with fraudulent sales or solicitations.

Make sure you know to whom you are sending money to. If you are purchasing goods or services and paying through the Western Union network, it is your responsibility to verify the reputation and legitimacy of the seller. Western Union is not responsible for the non-receipt or quality of any goods or services.

Discontinue a call if a caller instructs you on how to respond to questions asked by Western Union. Security is everyone’s responsibility. Stay informed about consumer fraud trends.
Remember: if it seems too good to be true, it probably isn’t.

If you receive an email from a company representing itself as Western Union and you are not sure it was sent by us, do not click on any links in the email. It may be a “phishing” attempt to fraudulently acquire sensitive information from you. Instead, immediately contact your local authorities.

Western Union will never send you an email asking for your user ID, password, MTCN or credit card details.

The test question feature in Western Union is designed for emergencies where the receiver does not have valid identification information (for example, if their wallet or identity document has been stolen).

However, it should never be used as an additional security to delay the payment of a transfer. In many locations, Western Union will pay the receiver whenever the receiver shows proper identification, even if the receiver does not know the answer to the test question.

Following are some common scams to be aware of while sending money:

• Someone asked you to pay a fee before receiving a loan.
• Sweepstakes, prize or lottery company representatives asking you to transfer money to them to claim a prize you’ve won. Many companies are running fraudulent contests that ask you to transfer money to them but give you nothing in return.
• Unsolicited letters or emails from Nigerian or other foreign government officials requesting assistance in the transfer of excess funds from a foreign country into your bank account.
• Telephone calls from the police claiming that someone you know has been in an accident, been arrested or kidnapped and is requesting money.
• Unsolicited letters or emails offering an unrealistic price for expensive or rare merchandise.
• Unsolicited letters or emails offering a job.

Make sure you know who you are sending money to. If you are purchasing goods or services and paying through the Western Union network, it is your responsibility to verify the reputation and legitimacy of the seller. Western Union is not responsible for the non-receipt or quality of any goods or services or this kind of use of the service.

If you feel you have been the victim of fraud and have sent money using Western Union, call our Fraud hotline to file a formal fraud claim with us, contact us at spoof@westernunion.com or visit the Fraud awareness section of our website. We also encourage you to file with your local law enforcement, as we work directly with them on their investigation and details of the transaction.

Western Union does not offer an escrow service or any type of “purchase protection” policy. Western Union’s business is to transfer funds from a sender to a receiver. We caution people who use our services against sending money to people they don’t know. It is the sender’s responsibility to know the party to which the funds are being sent. Using a fictitious name or changing the Receiver name after the money transfer has been sent is not a guaranteed means of securing funds. If a receiver presents proper identification with the same name as on the money transfer, payment will be made.

Be wary of 3rd party “collection” or “holding” services unless they are a reputable, licensed escrow service. Western Union is not an escrow service, should not be used as an escrow service and is currently not affiliated with any escrow services.

For online auctions, examine seller feedback carefully and know the warning signs associated with fraudulent auction sales. Most online auction sites have safety guidelines or FAQs that can help you identify potentially fraudulent sales. Be wary if the seller is using a free email address or insists on accepting only one form of payment. Report any suspicious activity and file non-delivery of goods complaints with the auction site through which you purchased the item.

Remember that Western Union never acts as a guarantor of an auction buyer or seller’s performance.

The “Test Question” feature in the Western Union® Money TransferSM service is designed for emergency situations where the receiver does not have proper identification (e.g. his or her wallet and identification have been stolen). It should never be used as additional security to time or delay the payment of a transaction. In many locations, Western Union will pay the receiver whenever the receiver shows proper identification, even if the receiver does not know the answer to the test question.

Be wary if you are required to pay a fee before receiving a loan. Beware of sweepstakes, prize or lottery company representatives who tell you to transfer money to them in order to claim a prize you’ve won. There are many companies running fraudulent contests that ask you to transfer them money but give you nothing in return.

Beware of unsolicited letters or emails from a Nigerian or other foreign government officials requesting assistance in the transfer of excess funds from a foreign country into your bank account.

Beware of telephone calls from the police claiming someone you know has been in an accident or arrested and is requesting money.

Beware of unsolicited letters or emails offering an unrealistic price for expensive or difficult to find merchandise.

Make sure you know to whom you are sending money. If you are purchasing goods or services and paying through the Western Union network, it is your responsibility to verify the reputation and legitimacy of the seller. Western Union is not responsible for the non-receipt or quality of any goods or services.

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.

Western Union employs a variety of technique, including SSL technology, to keep your personal information safe.

Additionally, the following tips can help keep your password secure:

• Make your password difficult to guess. Avoid using any part of your name, your birthday, or any words that can easily be associated with you.
• Use a combination of letters and numbers, and a mix of lower case and capital letters.
• Use multiple passwords for your various accounts to decrease your risk in case one password is compromised.
• Avoid writing your password down where it may be compromised.

You can further protect your passwords by making sure that your virus-scanning software is kept up to date, and by running anti-spyware programs. These programs can help protect you from viruses or other malware that could compromise your identity even though your computer may seem to be working fine.

If you use Microsoft Windows, make sure your Windows updates are enabled to help keep your operating system protected. You can learn more about Microsoft Windows updates at http://www.microsoft.com.

Use extra caution when entering your password on a computer that does not belong to you. Viruses, spyware, or the browser settings might be used to compromise your account by recording your user name and password.

If you receive an email from a company representing itself as Western Union and you are not sure it was sent by Western Union, do not click on any links in the email. This may be a “phishing” attempt to fraudulently acquire sensitive information from you. Instead, immediately forward the suspicious email to spoof@westernunion.com.

Western Union will never send you an email asking for your user ID, password or credit card details.