Frequently Asked Questions

If we need additional information from you, we’ll request you to send it to id@westernunion.com.

Please note that the documents should be sent as PDFs or JPGs. Also, be sure your documents are clear and easy to read.

All financial institutions, including Western Union, are required to collect additional identity information to know their customers better. When we understand who is sending money to whom, we can help protect your money from being used for illegal activities.

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

We might ask you for additional details to verify your identity when sending money online. 

We’d like to verify your identity to get to know you and your needs. This will allow us to serve you better.

You can send up to 799.99 GBP from the United Kingdom and territories without any additional ID verification. If you would like to send more, we need to confirm your identity online. After we have confirmed your ID, you’ll be able to send up to 4,000 GBP. For bank transfer (faster payment) to bank account payouts, you’ll be able to send up to 50,000 GBP per transfer depending on the selected country. Bank transfer is available for UK residents only. Additional limits may apply.

1. Enter an amount more than 799.99 GBP to start the ID verification process
2. Confirm your personal details
   Save time by making sure your personal profile information is up to date. You don’t have to do anything while we verify the information in your profile. If we need anything more, we will email you. After your identity is verified, you will receive a confirmation email.

You can provide any one of the following:

• Your electricity bill
• Your gas bill
• Your phone bill
• Your bank or credit card statement

• Western Union Agent location

• Online (Western Union website or Western Union app)

You can provide any one of the following:

• Your passport
• Your EU/EEA-issued ID
• Your driving license
• Your residence permit
• Your emergency passport or travel document
• Your asylum seeker residence permit
• Your ship passport

Sometimes we might need additional information to verify your profile or transfer details. To do so, we may reach out to you via a phone call, SMS, or email. Alternatively, you can send us your documents on id@westernunion.com (as PDFs or JPGs).
To avoid any further delays, please send clear and easy-to-read scans of your documents.

• Your passport¹
• Your UK, EU, or EEA driver’s license.
• Your, EU, or EEA residence card.
• Your EU national ID card with the exception of the UK
• Emergency travel documents
• Shipping passport
• UK Application registration card

• You must send a copy of both the front and the back of your ID document.
• Your information must match that on your ID document.
• Your signature on your ID document or signature page must be visible (if applicable).

• Your electricity bill
• Your gas bill
• Your phone bill
• Your bank or credit card statement
• Financial institution letter
• Local authority letter
• Insurance document
• Tax or government document

• The date (it should be less than 90 days old).
• Your full name (first, middle, and last name).
• Your current home address.
• The issuing company’s name and logo.

You’ll need to verify your identity to send 800 GBP or more. After your identity has been verified, you’ll be able to send up to 50000 GBP per transfer.

You can verify your identity in any of the following ways:

• During an online transfer
• Through video chat

During an online transfer

You just need to do the following:

1. Log in to your profile and initiate a transfer of 800 GBP or more. If you don’t have a profile yet, create one on westernunion.com or our mobile app.
2. Enter the required details and select Continue.
3. Confirm your details on the Complete your profile page and select Continue.
4. Provide additional identity information and select Continue.
5. Choose a government-issued ID¹, enter the details, and select Next.
6. Review your transfer details and select Send.
7. Upload your documents and select Upload.
8. Choose a proof of address and select Upload now.

We may take 30 minutes or more to verify your identity. If we need additional information, we’ll request you to send it to id@westernunion.com

¹If you sent a transfer at a Western Union agent location before, please use the same government-issued ID that you used at the location.

Note: Before you upload a copy of your documents, be sure of the following:

• Your picture, signature, birthdate, expiration date, issuing company’s name, logo and any other important information are clearly visible.
• The information matches that on your Western Union profile and your identity.
• Your documents are in PDF or JPG formats.
• Your bank statement must be dated within the last 90 days.

Through video chat

To initiate identity verification by video chat, please do the following:

1. Log in to westernunion.com or go to our app.
2. Select the Profile   icon at the top right and choose Start verification now.
3. Select Computer and webcam or Smartphone as the medium of video chat.
4. Follow the instruction to complete the verification.

• Please enable access to your camera and microphone before you start the video chat. Also, keep your documents ready.
• We may take around 4 hours to verify your identity. Once your identity verification is successful, we’ll send you a confirmation email.