Frequently Asked 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 →
Sending large transfers
What is the limit of the amount that I can transfer through Western Union? Are there limits to sending multiple large amount money transfers in a short period? How to send a large amount money transfer, and do I need to provide any additional documents? 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 →
Identification Process
Verification online Verification at an agent location View all questions →
Send money in person
How do I send money in person? How can I find an agent location in New Zealand? Who uses the Western Union money transfer services? View all questions →
Send money to a bank account
How do I send money to India with UPI? Can I send money to a bank account? In which countries can I send money directly to my receiver’s bank account? View all questions →
WU agent locations
What are Western Union agent locations? When are Western Union services available? How do I find a Western Union agent location? View all questions →
Western Union® mobile app
Does Western Union New Zealand have a mobile app? Can I send money by using the mobile app? What services can I access with the mobile app? View all questions →
Send money to a mobile device
What if I entered an incorrect mobile number? What if my receiver lost their phone? In what currency are receivers paid? View all questions →
Send money online
How do I get a refund for my money transfer? How do I track my transfer? How much does it cost to send money online from New Zealand using Western Union? View all questions →
Send Money
How do I send money? Is it true that paper money can spread Coronavirus? What are the fees to send money? View all questions →
Receive money
How does a Western Union agent pay out the money transfer? What does my receiver need to pick up the money transfer? How can my receiver get the money? View all questions →
Help with current and past transfers
How do I know when my receiver got the money? How can I check my transfer status? Can I change the name on a money transfer? View all questions →
Identity verification
Does Western Union need to verify my identity? How do I verify my identity online? Why do I need to verify my identity when sending money online? View all questions →
Western Union® agent locations
When are Western Union services available? How do I find a Western Union agent location? Which transfer service is offered at Western Union agent locations? View all questions →
Money Orders
How do I request a money order refund? Do I have to pay a fee for processing a forgery claim? How long does it take to process a forgery claim? View all questions →
Registration and profile settings
My profile is locked. What should I do? How do I report a WU.com or mobile app issue? How can I add receiver contacts to my profile? View all questions →
Corporate Information
What should I do if an Agent’s information in Find Location is listed incorrectly? View all questions →
Consumer Protection
Someone claiming to be from Western Union emailed me. What should I do? Are there common fraud scenarios that I should be aware of and things I shouldn’t send my money for? Can the Test Question feature secure my funds or delay payment of a transfer? View all questions →
Pay in Cash
Can I cancel a “Pay in cash” transfer? What does “Pay in cash” mean? View all questions →
Additional WU Services
Paying bills View all questions →