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 →
My WU℠
What is the My WU℠ loyalty program? What are the benefits of My WU℠ loyalty program? How can I earn My WU℠ points? View all questions →
Payment authentication
What is Strong Customer Authentication (SCA)? Why wasn’t my authentication successful? View all questions →
Faq online identification process
If you want to send more than 1.000 CHF within a 5-day period, we will need to verify your identity. View all questions →
Send money to a mobile phone
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
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
How do I verify my identity? What are the acceptable documents for identity verification? Why do I need to verify my identity when sending money online? 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 →
Consumer protection
Are there common consumer fraud scenarios to be aware of? How do I view a site’s SSL Certificates to verify the website’s identity? What does Western Union do to protect my information? View all questions →
Registration and profile settings
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 →
Covid-19
What is Western Union doing to support customers during this time? Is Western Union open for business? Is it true that paper money can spread coronavirus? View all questions →
Help with current and past transfers
How can I find out if my money transfer has been paid? How do I report an issue on the website or the app? How can I check my transfer status? View all questions →
Receive money
What does my receiver need to pick up the money transfer? How can my receiver get the money? How are money transfers paid out to receivers? View all questions →