Frequently Asked Questions

Why do I need to provide additional information?

What will I be asked to do?

What will I not be asked to do?

When will I be asked to provide additional information?

Will my information be safe?

How will Western Union use my personal information?

What additional documents may I need to provide?

What if I did not have the documents ready when Western Union asked for them?

If I provided identity documents for an online transfer, will I need to provide them again for an in-person transfer?

I was asked for an additional interview. Why?

Can my transfer still get rejected? What can I do?

What if I choose not to share my information?

Where can I learn more about this legal requirement?

What should I do if I have questions that aren’t answered here?

 

Why do I need to provide additional information?

To comply with regulatory requirements set by the Singapore Government, all financial institutions, including Western Union, are required to collect additional identity information to know their users better. Additionally, when we understand who is sending and receiving money, we can help protect that money from being used for illegal activities.

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What will I be asked to do?

Depending on your transaction amount, type, and location, some or all of the following may be required:

  • • You may be asked to provide your photo identification document and your address.
  • • You may be asked questions by the agent related to the sender or receiver and the transaction.
  • • You may be required to send us additional documentation.
  • • You may be asked for a telephone interview.

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What will I not be asked to do?

Western Union will never ask for your password or credit card details. While you may be asked by agents questions related to your transaction:

  • • You should not provide any password or ATM pin.

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When will I be asked to provide additional information?

Sometimes local or global rules and regulations require us to collect additional information from people sending money online or at an agent location. These requirements are based on transfer amounts, receiver’s country, and other factors.  

More details are provided in our privacy statement or in the terms and conditions on your money transfer receipt.

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Will my information be safe?

Western Union takes the privacy and protection of user information very seriously. Your information will be kept in Western Union’s secure databases and used only as permitted by personal data protection law and the terms on which that information was collected. We also use encryption and other technologies to protect the information collected from you.

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How will Western Union use my personal information?

Western Union indicates how we use your personal information in our money transfer terms and conditions. This information is available on the form or receipt that you receive and sign when you send or receive money. You can also find details in our online privacy statement. If you have any further questions, please contact us using the personal information section of the terms and conditions or via the Contact Us section.

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What additional documents may I need to provide?

  • Photo ID documents:*
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  • Proof of address documents:**
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* Proof of address documents must have been issued within the last 3 months and sent to you at your home address. 

** The local authority letter can be original or printed from the Internet.

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What if I did not have the documents ready when Western Union asked for them?

You can upload the documents online at upload.wu.com or you can take them to an agent location. Always use your full name as it appears in your documents.

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If I provided identity documents for an online transfer, will I need to provide them again for an in-person transfer?

Yes. Requirements are different for online and in-person transactions.

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I was asked for an additional interview. Why?

Depending on the location and service type, we may be required to collect additional information to comply with all regulatory requirements. 

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Can my transfer still get rejected? What can I do?

On occasion, money transfers get rejected. If you are eligible for a refund, you will need to go to an agent location to collect your refund. 

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What if I choose not to share my information?

Western Union is required to comply with regulatory requirements and internal policies. Without additional information, you will not be allowed to send or receive money.

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Where can I learn more about this legal requirement?

You can access the Singapore regulations for Record Keeping and Client Identification for Money Services Businesses online.

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What should I do if I have questions that aren’t answered here?

For more information about this process, please contact us at:

Email

Phone:  +65 6336 2000

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