Frequently Asked Questions

Send money online
Can I change the name on a money transfer? How do I send money online? How long does it take to send money online? View all questions →
Payment authentication
What is Strong Customer Authentication (SCA)? Why wasn’t my authentication successful? Why wasn’t my authentication successful? View all questions →
Send money in person
Who uses Western Union money transfer services? What are Western Union agent locations? Which transfer service is offered at Western Union agent locations? View all questions →
Western Union 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 →
Registration
Why should I register at Western Union’s website? Does it cost anything to register at Western Union’s website? How can receivers register in Colombia? View all questions →
Identity verification
How do I verify my identity? What are the acceptable documents for identity verification? What are the acceptable documents for identity verification? View all questions →
Consumer protection
Are there common consumer fraud scenarios to be aware of? I received a suspicious email from someone claiming to be Western Union, what should I do? Can the Test Question feature secure my funds or delay payment of a transaction? View all questions →
Frequently asked questions
How do I find out if my money has been sent? How do I find out if a money transfer’s available for pickup? How do I pick up a money transfer? 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 →
Send money
What does my receiver need to pick up their money? Can I cancel a “Pay in cash” transfer? How do I send money directly to my receiver’s bank account? View all questions →
Registration and profile settings
My profile is locked. What should I do? How do I delete my profile? How do I add my debit card, credit card1 or a bank account? View all questions →
Help with current and past transfers
How will I know if my transfer is complete? Will I be notified if my transfer is delayed? How do I report an issue on the website or the app? View all questions →
Receive money
How can my receiver get the money? What does my receiver need to pick up the money transfer? How do I pick up a money transfer? View all questions →