Frequently Asked Questions

Customer questionnaire
What documents are suitable and why does Western Union need them? What happens after I provided the additional information? How can I use Western Union services again? View all questions →
Send money online
How many Alipay wallet transfers can I make in a month? How long does it take to send money online? Will my credit card charge a fee for sending money with Western Union? View all questions →
Registration and profile settings
How do I update my postal address and phone number? How to update your address? How to reset your password? View all questions →
Sending large transfers
Is my information secure? Who can I contact about my large amount money transfer? What qualifies as a large amount money transfer? View all questions →
Identity verification
Do we need more information from you? Why do I need to verify my identity when sending money online? Your online ID verification View all questions →
Send money to a bank account
How can I send money to a bank account? How long will it take for my money to reach my receiver? What’s a BIC code? View all questions →
Send money in person
How do I find a Western Union agent location? How do I send money from an agent location? When is my money transfer complete? View all questions →
Exchange rate alerts
Can I check exchange rates in UK without setting an alert? Will I get the same exchange rate as that in the alert? How do I set an exchange rate alert? View all questions →
Send money to a mobile phone
What about currency exchange rates? How will the receiver know when they’ve received funds in their mobile wallet? What is a mobile wallet? View all questions →
Consumer protection
Can I use Western Union to pay for online auctions? What does Western Union do to protect my information? Does Western Union offer an escrow service or any kind of buyer protection? View all questions →
Receive money
Receiving money in Argentina How can my receiver get the money? What does my receiver need to pick up the money transfer? View all questions →
Send money
How do I cancel my money transfer and ask for a refund?* How do I find out if my money has been sent? How long does it take to receive a refund? View all questions →
Send money from a bank account
How can I send money from my bank account? How do I pay for my money transfer using Plaid? What are the benefits of using Plaid with Western Union? View all questions →
Become an agent
Who’s responsible for setting the price for the money transfer service? What do I need in order to offer Western Union money transfer services? How will I earn money with Western Union? View all questions →
Help with current and past transfers
Why is my money transfer on hold or delayed? Will I be notified if my transfer is delayed? How do I report an issue on the website or the app? View all questions →
Payment authentication
Why wasn’t my authentication successful? What is Strong Customer Authentication (SCA)? View all questions →
My WU℠
Can I still redeem My WU℠ points? Why can I not earn points in the My WU℠ loyalty program anymore? How do I enroll in the My WU℠ loyalty program? View all questions →
Covid – 19
What can I do to protect myself from fraud? What is Western Union doing to support customers during this time? Is there any charitable cause that I can participate in via Western Union? View all questions →
Agent locations
What are Western Union agent locations? How do I find a Western Union agent location? When are Western Union services available? View all questions →