Frequently Asked Questions

You’ll need to verify your identity to send 1,000 EUR or more. After your identity has been verified, you can send up to 5,000 EUR per transfer.

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

• Through video chat
• By letter

Through video chat

To verify your identity via video chat, please do the following:

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

Identity verification via video chat may take up to 4 hours. If we need additional information, we’ll contact you via email.

Note: Before you start the video verification, please do the following:

• Enable access to your camera and microphone.
• Keep your documents ready.

By letter

To verify your identity via email or regular mail, please follow the steps below:

1. Log in to your Western Union profile. If you don’t have a profile yet, create one.
2. Select Profile at the top right and choose Start verification now.
3. Then select Verify by letter and you’ll get a letter and form from us by regular mail.
4. Sign the form and send it back to us with copies of any 2 ID documents in any of the following ways (see below for acceptable documents):

• Via email to id@westernunion.com
• Via regular mail to the following address:

Western Union Processing Lithuania, UAB

Online and Prepaid Customer Identification Unit

Balcikonio str. 9C

LT-08247 Vilnius

Lithuania

• Your passport
• Your EU or EEA issued national ID
• Your Latvian driving license

In case you only have one of these documents, you can also send a copy of any of the following documents:

• Any utility bill issued within the last 3 months
• Your bank statement of last 3 months

Notes:

• Make sure you send copies of 2 different documents. For example, a copy of your passport and a copy of your Latvian driving license.
• Make sure the name on your documents matches that in your Western Union profile.

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. 

You can change your password on the Profile Overview page after your login. Please select “Security Preferences” from the left side menu and change your password there. Please note that you will be asked to enter the old password before choosing the new one.

The process may take several days. After your identity is verified, you will receive a confirmation email. If you need to send money before your verification is completed, please visit a Western Union agent location.

If you plan to send money regularly using westernunion.com, we will need to verify your identity. After that is finished, your send limit will increase to 5000 EUR within a 3-day period.

If you send money only occasionally, you can send up to 1000 EUR within a 5-day period before we ask you to confirm your identity.

If you forgot your User ID, password, repeatedly entered incorrect details or your profile is locked, please contact Western Union call center in Latvia, call 8000-5309 (available from 9:00 AM – 12:00 AM Mon-Sun EET), outside of Latvia, call 32 2 643 8939 or email latvia.customer@westernunion.com.

Please contact Western Union call center in Latvia, call 8000-5309 (available from 9:00 AM – 12:00 AM Mon-Sun EET), outside of Latvia, call 32 2 643 8939 or email latvia.customer@westernunion.com.