Frequently Asked Questions

Send Money

When is the money taken from my bank account?

The money is deducted from your bank account once you submit and authorize the money transfer.

What happens if some of my documents are not accepted?

We will send you an email requesting additional documents and directions on how to send them. You need to provide the correct documentation within the stipulated time, or your money transfer will be cancelled.

How many documents do I need to provide to validate the source of my funds?

We will let you know which documents need to be provided to prove the source of your funds and validate its legitimacy.
Once Western Union asks you for specific documents during a call or via email, please make sure to provide the required document(s) only.
Providing accurate documents that validate the legitimacy of the funds you intend to transfer in a timely manner helps us to speed up the verification process.

What are the fees to send a large amount money transfer?

To find out the estimated fee and currency exchange rates for your online money transfers, click Estimate Price and fill in the required fields, such as your receiver’s country and send amount.

How secure is my large amount money transfer?

Western Union uses the latest technology to ensure convenient and reliable online money transfers. We operate according to the local and international regulations and compliance programs to protect our customers.
For the best experience when using Western Union, we recommend our customers to make sure their contact information is up to date on their online banking and Western Union profile.

Do I need to complete an identity verification process to send a large amount money transfer? What are the acceptable verification documents?

Identity verification is independent of large amount money transfers. A customer can only send a large amount money transfer if they have already been verified by Western Union.  
Refer to the below links for country-specific Know-Your-Customer/ID verification requirements:
France

Is my information secure?

We use organizational, technical, and administrative safeguards to secure your personal information. All information sent to us via email or uploaded online is stored electronically and password-protected and is only accessible by authorized personnel.

What care do I need to take when sending the documents?

Please make sure the documents aren’t damaged, illegible, or expired and letters, numbers, signs, and security features are clear. When taking a digital photo of your document, please ensure that all four corners are visible and that there is no glare or other obstruction, the lighting is sufficient, and the letters are not blurred or too faint.

How to send a large amount money transfer, and do I need to provide any additional documents?

You can send and receive large amount money transfers online on wu.com or the Western Union app at your convenience 24/7.  
To send a large amount money transfer, simply follow the steps to fill in the required money transfer details, such as destination country, your receiver’s name, send amount, and select the payment method.
To meet our regulatory and compliance obligations, we may sometimes collect additional information and/or documents which will include documents to validate your occupation and the source of funds.

How do I find out if my money has been sent?

If you’re the sender, you can check any time after sending in your profile’s history.

Can I cancel my money transfer? When will I receive a refund?

Yes, you can cancel your money transfer if it hasn’t been deposited. It may take up to 7 business days from the day the refund was issued for the funds to show in your account, depending on your bank’s refund-processing practice.

How do I set up Google Pay?

You’ll need to set up your Google Pay account to complete your transfers.

To set up your account, simply follow these steps:

  1. Download Google Pay on your android device.
  2. Select Get Started.
  3. Choose your preferred payment method.
  4. Enter and verify your card1 details.

1 You can add up to 5 valid Mastercard or Visa debit, or credit cards.

How can I send money with Western Union?

You can send money with Western Union:

 Online using our website or the Western Union mobile app

To send your first money transfer1 with Western Union, create a profile on our mobile app or website.

  1. Log into your Western Union profile or register if you are a new user.
  2. Select Send money.
  3. Select the receiver’s country and enter the amount and currency.
  4. Select how your receiver would like to get the money:
    • Cash pickup
    • Bank account deposit
    • Mobile wallet  

5.       Choose your payment method2

    • Credit3 or debit card
    • Bank account
    • Cash at a Western Union location
    • Mobile wallet

6.       Review the transfer summary

7.       Select Submit.

 

Tips:

  • Service availability may be different for each receiver’s country4.
  • You can add or delete the details of your receivers in your profile.
  • You have the option to resend the same amount to your receivers.

At an agent location or in-store

If you want to send money in person, visit a Western Union agent location and pay via cash or a debit card5

If you want to send cash, you can still start your money transfer online with our pay in-store service to save time and then pay in cash at one of our agent locations

 To pay in-store:

  1. Log into your Western Union account on westernunion.com or the Western Union app.
  2. Select Pay in-store.
  3. Go to a nearby agent location and provide your phone number and pay to complete the money transfer.

You can check the status of your money transfer using our Track a transfer service.

Superscripts:

1 You must be at least 18 years old to send or receive money with Western Union. 

2The payment and receiving methods are different for each country.

3Card-issuer cash advance fee and related interest charges may apply. Use a debit card to avoid these fees and charges.

4We might ask you to verify your identity depending on the service, send amount and the receiver country.

5 This service is available only at some agent locations.

Why do I have to send my source of funds documentation?

At certain threshold, before you can send a large amount of money transfer, we need to request additional documentation to verify the source of your funds. It is required to meet our regulatory obligations and internal policies, which allow us to serve you better, speed up the transfer process and protect your money.

Does it take longer to complete a large amount money transfer?

The delivery time varies, depending on the sending and receiving countries, payment, and payout methods selected.
To create a better service for you while complying with local and international regulations, each money transfer goes through different layers of security, and you may receive a call from us requesting further information and/or documentation.
You can refer to our Terms and Conditions for more information.

How long does it take to receive a refund?

Refunds typically take up to 10 business days from the date they are completed.

How do I cancel my money transfer and ask for a refund?*

You can cancel a money transfer only if it has not been picked up by your receiver. If you have sent money to a bank account, you can cancel it if the transfer has not been completed by your receiver’s bank.

To request a refund, please call Customer Care, or if you sent the money in person, return to the agent location.

* The amount of money refunded (amount sent and/or transfer fees) depends on the service chosen and reason for cancelation. If you have questions regarding the amount to be refunded, contact Customer Care. Please also see our Terms and Conditions for more information.

Where do I need to send the additional documents?

You don’t need to send any documents in advance. If Western Union asks you to provide any additional documents (such as proof of source of your funds), you will be provided with directions at that time.

How much can I send online?

You can send up to 1.000 EUR per transaction or within a 3-day period before we need to verify your identity. After your identity is verified, you can send up to 5.000 EUR per transaction and 50.000 EUR for bank transfer.

What about exchange rates?

When you send money internationally, your receiver generally will be paid in local currency. The exact amount will be calculated based on the exchange rate applicable at the time of shipment. However, for transfers to certain countries, the exact amount will be calculated based on the exchange rate applicable at the time of receipt.

What is the limit of the amount that I can transfer through Western Union?

You can transfer up to 50000 USD/ EURO (or local equivalent) from United Kingdom, France, Germany, Australia, Hong Kong, or the United States when sending from your bank account directly to the receiver’s bank account. The limit may not be available for all receiver countries and is subject to restrictions based on various factors.

In most other countries, the limit is 5,000 USD/EURO (or local equivalent) when sending money from one personal bank account to the other. However, some agent locations and/or countries might have certain restrictions. They vary depending on the payment method, sending and receiving countries, and other factors.