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. 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.

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 Westernunion.com Customer Service Center + 505-2266-8126.

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 Nicaragua

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 Nicaragua.

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.

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.

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.

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.

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.

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.