Frequently Asked Questions

Sending money
What is a Money Transfer Control Number (MTCN) and where can I find it? How much can I send with Western Union? What qualifies as a large amount money transfer? View all questions →
Receiving Money
What do I need to pick up my money transfer? What are the acceptable documents to pick up a money transfer? How can I find an agent location? View all questions →
Consumer Protection
What can I do to help protect myself from fraud? How can I report fraud? How can I file complaint? View all questions →
Tracking a transfer
How can I check the status of my money transfer? How do I know if my transfer has been approved? Why is my money transfer on hold or delayed? View all questions →
Profile registration and management
I registered but didn’t complete the verification process. What should I do? My profile is locked, what should I do? Can I access my money transfer history? View all questions →
Additional services
What is the Refer a Friend program and how does it work? How do I send money to an inmate in a correctional facility? How can I pay bills with Western Union View all questions →
Customer questionnaire
How can I use Western Union services again? Why am I unable to use Western Union services after receiving the message “Additional info needed, go to westernunion.com/gcr”? Are my documents safe? View all questions →
Money Orders
Can I get a refund if I don’t have the money order or the receipt? Can I cash my money order purchased in the US outside the US? Do money orders have an expiration date? View all questions →
Scheduled transfer reminder
How can I stop receiving transfer reminders? How do I change the amount in a scheduled transfer reminder? Can I edit my reminders? View all questions →
Send Money
How do I update my email address/phone number? Can I pay in cash even if I use the app to send money? What are the foreign exchange rates* for sending money? View all questions →
Help with transfers
How do I find the status of my money transfer? How do I get another copy of my money transfer receipt? Why is my money transfer on hold? View all questions →
My WU℠ Loyalty
How do I get a My WU® membership? Can I shop with a store located in a different country? How is customer data protected by Western Union? View all questions →
Registration and profile settings
How do I change the phone number on my profile? How do I register for a Western Union profile? If I register on westernunion.com can I use the WU app with the same profile? View all questions →
Help with current and past transfers
How is the receiver notified when the money is ready for pick up? Can I change my receiver’s name on a money transfer? How can I find the Money Transfer Control Number (MTCN)? View all questions →
Additional WU Services
How do I find my WU Netspend prepaid card balance and track my card activity? Paying bills How do I change or reset my ATM PIN for my WU Netspend prepaid card? View all questions →
Identity verification
Why do I need to verify my identity when sending money online? Is my information secure? View all questions →
Corporate Information
What are the benefits of becoming a Western Union Agent? What are Western Union Agent locations? How do I become a Western Union Agent? View all questions →
Send money to an inmate
How does my receiver get the money? How long does it take for the money to be delivered? How much can I send through Send2Corrections? View all questions →
Receive money
What are the acceptable documents to pick up a money transfer? How long will it take for my money to reach my receiver? How can my receiver get the money? View all questions →
westernunion.com Troubleshooting
Can I change the email on my Western Union profile? How do I register for a Western Union profile? View all questions →
Vietnam home delivery
What currencies can I use for home delivery? How do I cancel a home delivery? What will happen if my receiver is unavailable for the delivery? View all questions →
Track your transfer
How do I know if my transfer has been approved? What do I need to pick up my money transfer? View all questions →