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 →
Payment authentication
What is Strong Customer Authentication (SCA)? Why wasn’t my authentication successful? Why wasn’t my authentication successful? View all questions →
My wu loyalty program
What is the My WUSM loyalty program? What is changing for My WUSM loyalty program? How do I enroll for the My WUSM loyalty program? View all questions →
Send money to a mobile device
How can I send money to a mobile phone? What’s a mobile wallet? Can money be sent to any mobile phone? View all questions →
Send money to a bank account
How do I send money to India with UPI? What is the Western Union® Direct to Bank Account money transfer service? What information is required from the sender to send a Direct to Bank Account money transfer? View all questions →
Send money online
How do I send money online? How long does it take to send money online? How do I pay? 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 →
Send money from a bank account
How can I send money from my bank account? How can I send money from my bank account? View all questions →
Send money with western union
How do I find out if my money transfer has been sent? How do I find out if a money transfer is available for pickup? How do I pick up a money transfer? View all questions →
Registration
Does it cost anything to register at Western Union’s website? How can receivers register in Colombia? How can receivers register in Argentina? View all questions →
Identity verification
Verify your identity What are the acceptable documents for identity verification? Do we need more information from you?  View all questions →
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 →
Send money
What about exchange rates? How can I send money with Western Union? How do I find out if my money transfer has been sent? View all questions →
Send money to a mobile phone
How can I send money to a mobile phone? In which currency are receivers paid? How can you ensure that sending to a mobile phone is secure? View all questions →
Receive money
What are acceptable ID documents for picking up money? What does my receiver need to pick up the money transfer? How can my receiver get the money? View all questions →
Covid-19
Is it true that paper money can spread Coronavirus? If I can’t pick up my money transfer, what will happen to my money? Is there any charitable cause that I can participate in via Western Union? View all questions →
Consumer protection
Can the Test Question feature secure my funds or delay payment of a transaction? I received a suspicious email from someone claiming to be Western Union, what should I do? Consumer Protection View all questions →
Registration and profile settings
How can receivers register in China? How can receivers register in Colombia? How do I update my postal address and phone number? View all questions →
Help with current and past transfers
How will I know if my transfer is complete? How can I check my transfer status? How do I report an issue on the website or the app? View all questions →
Western union agent locations
How do I find a Western Union agent location? What are Western Union agent locations? When are Western Union services available? View all questions →