Frequently Asked Questions

Money orders

What can I do with My WU points?

With the My WU program, you’ll earn one point for every $2 of Western Union® transfer fees you pay using your My WU number. Rewards include service fee reductions,* phone time,3 or even cash back.4 The more points you save, the greater the reward.
For 30 points, you can get either a $5 fee reduction, $5 in phone time, or $5 added to a prepaid card.
For 75 points, you can get either a $12 fee reduction, $12 in phone time or $12 added to a prepaid card.
For 150 points, you can get either a fee-free transaction, $30 in phone time, or $30 added to a prepaid card.
For 500 points, you can get either $100 in phone time,3 or $100 added to a prepaid card.4
 
* WESTERN UNION ALSO MAKES MONEY FROM CURRENCY EXCHANGE. Service fee reductions apply only to the Western Union® service fee for a single Western Union Money Transfer® or Quick Collect® transaction. Western Union reserves the right to offer promotional discounts that cannot be combined with My WU® service fee reductions.
3 Phone service is provided by Group of Gold Line and not Western Union. For customer service and current rate information, call 888-520-7924. Calls are billed in 1-minute increments and are rounded up to the nearest penny. Phone time rewards expire 90 days after award date. Prepaid minutes expire 365 days after latest recharge. CALLS INITIATED FROM A PAY PHONE ARE SUBJECT TO A SURCHARGE OF 90 CENTS. The maximum charge per minute for calls within the continental US is 3.9 cents. International rates differ according to destination; calls to cellular phones will be billed at higher rates. Rates are subject to applicable taxes and may change without notice. Calls to 700, 900, or certain toll-free numbers, or operator assisted calls may be blocked or charged at a higher rate.
4 The cash back rewards option is only available to consumers who can receive funds on their reloadable Western Union® My WU® Prepaid MasterCard.® Successful identification verification is required in order for your card to accept reloads.

How long does it take to process a forgery claim?

The length of time it takes for the bank where the money order was first deposited (“BOFD”)* to investigate and resolve each claim varies by institution. The Western Union Forgery Department has no power to influence the process once the claim is submitted to the BOFD.
Click here for information on initiating a forgery claim.
 
*BOFD means the bank that accepted the money order and presented it to Western Union for payment.

How can I initiate a forgery claim?

A forgery claim can be initiated by the purchaser of the money order. If you determine the money order may qualify for a forgery claim, please call WU’s Customer Support Line at 1-800-999-9660 for assistance.
If, during your call with WU, it is determined you qualify for a forgery claim, WU will send the required forms to you to complete, notarize, and return to Western Union Financial Services Inc. P. O. Box 7030, Englewood, CO 80155-7030.
Note: WU is unable to accept copies of these documents via fax or email, as banks require original, signed forms.

How do I verify my Bank Account?

It’s easy to send money by paying with your bank account. Here’s how:
  1. Link a bank account to your Western Union profile
  2. Verify your bank account
  3. Send money once your bank account is added
Link your account by entering your account number and/or routing number. Then choose from one of the following:
Instant Verification: You will need to have online banking with your bank. Enter the login credentials for your bank in order to confirm ownership. Your information will be confirmed instantly, and you will be ready to send money.
– OR –
Delayed Verification: Use Delayed Verification if you do not have online banking or would rather not enter your login credentials. Here’s how it works:
  1. Choose Delayed Verification as your Account Verification Method
  2. Once you do this, the process to initiate two deposits and one debit (totaling less than $0.99) into your bank account will begin. You do not need to do anything more until you see all three amounts in your bank account. Remember, this will happen over a 2-3 day period.
  3. When you see three amounts in your bank account, sign in to your westernunion.com profile and select ‘Manage Bank Accounts’.
  4. Select ‘Complete Verification’ next to the pending account, and enter the amounts in your bank account.
  5. If the amounts match, your account is verified and ready to use to send money.
With either option, Western Union requires the linked account to be part of your westernunion.com profile until the money transfer is complete. Western Union is committed to protecting your identity and information. Adding your bank account to your profile and using it to pay for a money transfer is secure and convenient for you.
For more information on protection and security of your information, please visit our Consumer Protection Center.

Will I be reimbursed after initiating a forgery claim?

Western Union does not guarantee money order funds can be recovered from the bank where it was first deposited (“BOFD”)*. The Western Union Forgery Department acts on your behalf to collect the funds from the BOFD and will ensure you are copied on all correspondence between WU and the BOFD.
*BOFD means the bank that accepted the money order and presented it to Western Union for payment.

Do I have to pay a fee for processing a forgery claim?

No. This is free of charge.

How do I request a money order refund?

If you are the purchaser and have your original money order or your receipt:

  1. Complete and sign the money order tracing-refund request on the back of the money order receipt or complete the Money Order Customer Request form.
  2. Enclose the $15 USD non-refundable processing fee.
  3. Send it to the address on the form.
Please allow 30 days for processing.
 

If you are the purchaser and do not have your original money order or your receipt:

  1. On your computer or mobile device, go to Money Order Research Request form.
  2. Print the form, and then complete and sign it.
  3. Take the form to be notarized.
  4. Submit it with all available documents* showing you as purchaser, and the $30 USD nonrefundable processing fee to the address listed on the form.
Note: Processing can take as long as 6 – 8 weeks, and you may not be eligible for a refund.
*These documents could include the original store cash register receipt, copies of other money orders or their receipts purchased at the same time.
 

If you are a payee of the money order:

Send the following to the address on the top-right corner of the form:
  • Original or legal copy of the original money order
  • Notarized money order affidavit
  • $15 USD nonrefundable processing fee
Please allow 30 days for processing.
 

If your money order was lost or stolen:

If the money order was stolen, please provide a copy of the police report. You must provide documents to prove you are the owner of the funds because all transfers are in cash and your information is not saved at purchase.
 

Where to send forms:

Please send forms and supporting documents to:
  • By mail: Western Union Financial Services Inc., PO Box 7030, Englewood, Colorado 80155-7030
  • By fax: 1-720-864-0477
  • By email: RMO@westernunion.com
Other money order questions? Please contact Customer Care at  1-800-325-6000.

For your own records, please make and retain the copies of all the documents you send.
The money order receipt must accompany each request to avoid delay in processing.
Stop payment request is processed only when the claim has been submitted.
We cannot verify if a customer is the true purchaser when you call Customer Care. This purchase agreement is stated on the money order receipt.
If the money order has been cashed, a photocopy will be mailed to you only when the processing fee is received.
If funds are available, you will receive a refund check. If processing fee is not sent, it’s auto-deducted from the principal refund amount.

Can I use my login from WU.com on the WU app?

Yes, your login will work on both Western Union website and mobile app.

Phone and Mail Support

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By Postal Mail

Customer Care:
Western Union Financial Services, Inc.
P.O. Box 6036
Englewood, CO 80112
By Phone
  • Customer Care  for U.S. customers only (English) — 1-800-325-6000,
    or for TTY users, 1-800-877-8973.
    For customers outside the U.S., select your country’s website and call the local number on that country’s Contact Us page.
  • Servicio de Cliente (Español) — 1-800-325-4045
  • Find an Agent location — 1-800-325-6000
  • Quick Collect Customer Care — 1-800-238-5772
  • Western Union Money OrderSM — 1-800-999-9660
  • Western Union Gold Card Rewards Program (English) — 1-877-984-0469
  • El Programma de Premios de La Tarjeta Dorada de Western Union (Español) —
    1-877-984-0464
  • Western Union Gold Card Phone Support Provider — 1-888-628-8862
  • Western Union PrePaid (English) — 1-877-256-6918
  • Western Union PrePaid (Spanish) — 1-877-256-6920
Business Contact Information
Money Transfer Agent
To become a Western Union Agent, click on the “Become An Agent” link at the bottom of this page. 
Money Order Agent
For information on becoming a Money Order Agent, call us at 1-800-444-4670.

Corporate Contact Information

Corporate Headquarters   1-720-332-1000P.O. Box 6036Englewood, CO 80112
USA
Customer Care – Corporate Handling
Attn: Manager, Customer Advocate Dept
P.O. Box 6036
Englewood, CO 80112
USA

Corporate Community Development
How to apply:
Written proposals may be submitted to:
Community Relations Manager
P.O. Box 6992
Greenwood Village, CO 80155-6992
USA
Fax 1-720-332-4753

Fraud Contact

  • If you think you’ve been a victim of fraud, contact us at 1-800-448-1492.
  • Forward any suspicious emails to spoof@westernunion.com.

Can I change the payee name after the money order has been completed?

No, you cannot make changes to a completed money order. Any form of alteration or correction will result in ineligibility for cashing. 
Alternatively, you may opt for a refund through our office, which you may obtain by following the How do I request a Money Order refund instructions.

When can I initiate a forgery claim?

A forgery claim may be initiated when:
  • The purchaser receives a copy of the cashed money order that appears to be forged or altered.
OR
  • The payee claims to have never received the funds even if there is no obvious alteration to the money order.
 
If you’d like to receive a photocopy of the cashed money order, contact Customer Care.

Do money orders have an expiration date?

No. However, depending upon the state of purchase, if you do not use or cash the money order within one to three years of the purchase date, a non-refundable service charge will be deducted from the principal amount (where permitted by law).
The service charge conditions are described on the back of the money order. If the money order meets those conditions, a non-refundable service charge will be deducted from the amount shown on the money order. The money order should not be presented for payment (deposited or cashed), as it will be returned unpaid.
To obtain a refund for the balance remaining, please follow the Money Order tracing procedure.
Do not include a processing fee with the refund request. There is no fee charged for this transaction.

What is the Western Union Gold Card Rewards or My WU Program?

It’s a free program that allows you to earn points for money transfer fees when you use your Gold Card.  The more points you earn, the higher the reward.
You can use your rewards to reduce money transfer fees, get free phone time, or get more Gold Card debit cards (they make great gifts!).
Visit www.westernunion.com/goldcard to learn more and sign up.

How can I submit money order refund or photocopy request by email or fax?

Documents:
You may submit the request forms and the receipt by fax to 1-720-864-0477or by email to RMO@westernunion.com  Please scan both sides of all completed, signed, and notarized documents. Unreadable or incomplete requests will not be processed. For more information on the documents and forms visit “money order refund“
Processing fee:
To process a refund submitted by fax or email, a fee is required. The required fee is shown on each request form. If you are submitting a request form and receipt by fax or email the following fees apply:
  • If funds on the money order are available, the processing fee will be automatically deducted;
  • If the money order was cashed, the processing fee must be paid in advance. For this you may purchase a Western Union money order, make it payable to Western Union and scan the face of the money order along with other documents.
You can find out if your money order has been cashed by calling 1-800-999-9660.
For more information about processing fee rates, visit “How much does it cost to receive a money order refund?”
Timing:
The money order refund or photocopy request will be processed within the timeframes shown on the request forms. There will be no automatic stop payment upon receipt of a request. A stop payment is placed on the original money order when refund is made. For more information on processing timeframes visit “How long will it take to receive a refund for a money order?“
Security:
After submitting the request by fax or email, you should ensure the original documents will not be duplicated or scanned again and will not be deposited or negotiated in any form. You should destroy the originals upon the receipt of a refund check.
Please note the above-referenced fax and email should be solely used for submitting the refund requests as an alternative to regular post service. The above-referenced contacts are not intended for inquiries on money order refunds or refund statuses. If you would like to submit the inquiry question to the Customer Care team, please use the “Email us“ function at the top of this page or call 1-800-999-9660.

What is WU Pay?

WU® Pay is an online payment option from Western Union. Look for the logo when you check out. When you choose WU Pay, we’ll email you a bill that you’ll pay using your online bank account. After we receive your payment, we’ll process it and notify you by email when it’s complete.

How do I redeem my Reward Points?

Visit westernunion.com/goldcard and register your card online, if you haven’t done so already.
From there, log in to your Gold Card profile and click My Rewards. Choose a reward from the options listed.
If you choose service fee reductions, they’ll be applied to the next qualifying money transfer you send using your Gold Card. If you choose phone time or debit cards, you’ll receive further instructions once you redeem your points.

Can a money order purchased in the US be cashed outside of the US?

In most cases, a money order purchased in the US can only be cashed in the US. For more information about cashing internationally, contact Customer Care or call the location where you want to cash the money order.