Frequently Asked Questions

Send money online
How do I send money to India with UPI? Can I send money online with Western Union? How do I complete my first money transfer online within the Western Union app or wu.com in Malaysia? View all questions →
Send money in person
Who uses Western Union money transfer services? Who are Western Union® agents? How can I find a Western Union® agent location in Malaysia? View all questions →
Receive money
What documents can I use to pick up money in Malaysia? How do I know if my money transfer has been received? How do I pick up a money transfer? View all questions →
Unclaimed funds
How do I know if my transaction was not paid out? How do I collect a refund for the unpaid transaction? How do I find out my MTCN? View all questions →
Registration
How do I register online using the Western Union app or on westernunion.com in Malaysia? Do I need to register on the Western Union app or at wu.com in Malaysia even if I already have a “guest” account? How do I upload my ID? View all questions →
Agent Locations
What are Western Union agent locations? How can I find a nearby Western Union agent location? How do I send money from a Western Union agent location? View all questions →
COVID-19
Is Western Union open for business? I cannot pick up my money transfer because no agent locations are open due to COVID-19. If I can’t pick up my money transfer, what will happen to my money? View all questions →
Consumer Protection
Are there common fraud scenarios that I should be aware of and things I shouldn’t send my money for? Someone claiming to be from Western Union e-mailed me. What should I do? What is a Test Question? When is it used? View all questions →
Online id verification
What is online ID verification? How do I verify my profile through online ID verification? Which documents are accepted for verification using online ID verification? View all questions →
My WU℠
What is the My WU℠ loyalty program? What are the benefits of My WU℠ loyalty program? How can I earn My WU℠ points? View all questions →
Customer questionnaire
Why am I unable to use Western Union services after receiving the message “Additional info needed, go to westernunion.com/gcr”? Why do I need to provide additional information? How can I use Western Union services again? View all questions →
Registration and profile settings
How do I update my email address in my profile? What do I do if I forgot my User ID / login password/ or repeatedly entered incorrect details? How do I update my postal address and phone number? View all questions →
WU agent locations
What are Western Union agent locations? How can I find a nearby Western Union agent location? Which transfer service is offered at Western Union agent locations? View all questions →
Identity verification
How do I upload my ID? Why do I need to verify my identity when sending money online? What is online ID verification? View all questions →
Help with current and past transfers
How do I find out my MTCN? Will I be notified if my transfer is delayed? How will I know if my transfer is complete? View all questions →