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℠ Loyalty
What is the My WU℠ loyalty program? How do I sign up for the My WU℠ loyalty program? What are the benefits of the My WU loyalty program? View all questions →
Payment authentication
What is Strong Customer Authentication (SCA)? Why wasn’t my authentication successful? What is Strong Customer Authentication (SCA)? 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 →
Receive money
How can my receiver pick up the money? How are money transfers paid out to receivers? How long will it take for my money to reach my receiver? View all questions →
Track your transfer
How can I track my money transfer? What are the different money transfer statuses? What is an MTCN and where can I find it? View all questions →
Become an agent
What do I need in order to offer Western Union money transfer services? How will I earn money with Western Union? Who’s responsible for setting the price for the money transfer service? View all questions →
Covid-19
Is Western Union open for business? I can’t pick up my money transfer because no agent locations are open due to COVID-19 If I can’t pick up my money transfer, what will happen to my money? 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 →
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 →
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? What should I do if received a suspicious email from someone claiming to be Western Union? Does Western Union offer an escrow service or any kind of buyer protection? View all questions →
Send money to mobile phone
How can I send money to a mobile phone? What is 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 from a bank account
How can I send money from my bank account? What are the benefits of using Plaid with Western Union? How do I pay for my money transfer using Plaid? 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 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 →
My WU℠ loyalty program
Can I merge two My WU numbers? What are the benefits of the My WU loyalty program? How do I sign up for the My WU℠ loyalty program? View all questions →
Help with transfers
What is an MTCN and where can I find it? Why is my money transfer on hold or delayed? Why was my transfer cancelled? View all questions →
Registration and profile settings
How can receivers register in China? Does it cost anything to register at Western Union’s website? How can receivers register in Colombia? View all questions →
Getting an italian iban (for italian users only)
When will the branch migration start? What are the benefits of an Italian IBAN? Why is there a branch migration process? View all questions →
Help with current and past transfers
How can I check my transfer status? Why is my transfer still in progress? Who can check the status of a money transfer? View all questions →