Frequently Asked Questions

Receive money

Does my receiver need to register before collecting the money?

In the following countries, receivers need to register themselves to pick up a money transfer:
  • Argentina
  • China
  • Colombia
  • Jamaica
Argentina
 
Your receiver needs to register by completing an online form within 90 days of the money transfer delivery. We’ll contact your receiver within 24 hours of the transfer.
Please note: If your receiver gets two additional transfers within 90 days (a total of 3 transfers), they will need to register again before picking up the third transfer.
China
For registration, we’ll contact your receiver within 24 hours at the number provided by you.
Your receiver will need to do the following:
  • Provide the tracking number (MTCN).
  • Confirm their bank card number.
  • Confirm their Chinese name as it appears on their government-issued ID.
  • Provide their government-issued ID.
Note:
  • We’ll refund you the money if we cannot contact your receiver within 3 days.

  • Your receiver can also call Western Union Customer Care to provide their identity details.

Colombia
The Government of Colombia requires receivers to register for transfers that exceed cash and frequency limits.
To register, your receiver can call Western Union’s Colombian partner, Giros y Finanzas, at any of the below-mentioned numbers:
Country code 57:
  • National office: 0180 0011 1999
  • Cali: (2) 518 48 00
  • Bogotá: (1) 635 35 60
  • Medellín: (4) 511 51 51
  • Barranquilla: (5) 368 79 96
  • Pereira: (6) 335 16 11
Giros y Finanzas contact numbers outside Colombia:
  • Miami (USA): 1 (786) 206 6144
  • Montreal (Canadá): 1 (514) 448 1874
  • Panamá: 507 833 9275
Giros y Finanzas hours of operation, Colombia Time (COT) (UTC -5):
Monday to Friday: 7:00 am – 9:00 pm
Saturday, Sunday, and holidays: 8:00 am – 8:00 pm
Alternatively, your receiver can also wait for Giros y Finanzas to call. They will try contacting up to 3 times in the 15 days after we send the money. If Giros y Finanzas cannot reach your receiver after 3 tries, we will cancel the transfer and refund you.
Giros y Finanzas may ask your receiver to provide the following:
  • Their full name, including their first name, middle name, paternal name, and maternal name.
  • Their date of birth.
  • Their country and city of birth.
  • Their current city of residence.
  • Their address, contact number, and email address.
  • Their occupation.
Jamaica
To receive money, your receiver must register with our agent GraceKennedy. They can register online through GraceKennedy’s registration portal or visit any of our agent locations in Jamaica.
To register in person at an agent location, your receiver will need to provide the following information:
  • Their full name as it appears on their government-issued ID.
  • Their bank name and branch.
  • Their bank account number.
  • Their Jamaican Taxpayer Registration Number (TRN).
  • Their government-issued ID.
  • Their date of birth and country of birth.
  • Their phone number, email address, and address.
  • Their occupation.
The proof of ownership of their bank account. The following forms are acceptable:
  • Bank statement
  • Canceled cheque (if it is a current account)
  • Account passbook
Please note that we can only transfer to Jamaican Dollar accounts.
To register online, they will also need to provide the following information along with the above-requested information:
  • Back and front images of their government-issued ID.
  • A photo of their TRN card or TRN letter.
  • A selfie of them holding their ID card immediately below their chin.
  • A photo of their proof of address.
Screenshot of their online banking portal with their name and account number.
Note: For registrations at agent locations, these documents will be scanned and returned.
After GraceKennedy verifies the given bank details, your receiver can collect the money. Verification takes up to 2 business days. If there are any issues with registration, the agent will contact your receiver via SMS, email, or phone call.
If registration is not completed in 7 days, the transfer will be automatically canceled.

What does my receiver need to pick up the money transfer?

Your receiver can pick up their money from any of our agent locations. They just need to provide the following:

  • Tracking number (MTCN)
  • Sender’s and receiver’s full names
  • Expected amount
  • Your government-issued photo ID
  • Sender’s country and state/city/province

How can my receiver get the money?

1. Cash pickup at an agent location

Your receiver can pick up the money at any nearby Western Union location. They need to complete the To Receive Money Form (TRMF) and provide their government-issued photo ID4, along with the following information:

  • Tracking number (MTCN)
  • Sender’s complete name
  • Sender’s country state/city/province
  • Expected amount

2. Bank transfer

The money is sent to the receiver’s bank account you provided when you sent the transfer.

3. Mobile wallet

The money is sent to your receiver’s mobile wallet. Your receiver can visit their mobile network operator to receive the cash.

Note: You must be at least 18 years old to send or receive money with Western Union.

Superscript:

4 We might ask your receiver to provide additional details for identity verification.

How can my receiver pick up the money?

Your receiver can pick up the money at any of our agent locations. They just need to bring the following:
  • The tracking number (MTCN)
  • Their government-issued ID1
Please note: Your receiver’s name must match that on their government-issued ID.
1 You can check the list of acceptable IDs here.

Do I need to pay anything to receive my money?

No, you don’t need to pay anything to receive the money.

How do I know if my transfer has been received?

To learn if your transfer has been received, just go to Track a transfer and enter your 10-digit tracking number (MTCN).
Don’t have your MTCN? You can still know your transfer status in these easy steps:
  1. Go to Track a Transfer and select Don’t know the MTCN?
  2. Enter Sender’s phone number or Sender and receiver’s names.
  3. Enter the date of money transfer and select Continue.

What are the acceptable ID documents for picking up money?

To pick up money in Canada, your receiver needs to bring one of the following:
  • Their passport
  • Their federal or provincial government-issued photo ID (excluding public sector employment IDs)
  • Their Canadian provincial-issued driver’s license
  • A Canadian Permanent Residence card with a photo
  • Their health card (accepted only in Quebec province)