Frequently Asked Questions

Customer questionnaire
What documents are suitable and why does Western Union need them? Why am I unable to use Western Union services after receiving the message “Additional info needed, go to westernunion.com/gcr”? What happens after I provided the additional information? View all questions →
Send money
How long will it take to submit my application? Why do I need to re-submit my application? What if I am an existing Western Union customer? View all questions →
Send money online
How many Alipay wallet transfers can I make in a month? How do I send money to a bank account? Where can I see the savings I made with Western Union? View all questions →
Consumer protection
I received a suspicious email from someone claiming to be Western Union, what should I do? 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 →
Send money in person
How do I find a Western Union agent location? Who uses Western Union money transfer services? When are Western Union services available? View all questions →
My wu loyalty program
Do I need to turn off content blockers on my mobile device? How can I pick up the cash back? I’ve earned? Why didn’t I receive cash back from WU Shop? View all questions →
Send money to mobile phone
Can money be sent to any mobile phone? How can I be sure that sending to a mobile phone is secure? How do I send money to a mobile phone? View all questions →
Sending large transfers
When is the money taken from my bank account? What are the fees to send a large amount money transfer? Why do I have to send my source of funds documentation? View all questions →
Payment authentication
Why wasn’t my authentication successful? What is Strong Customer Authentication (SCA)? View all questions →
Receive money
How do I find out if a money transfer is available for pickup? What are acceptable documents for picking up money? How do I pick up a money transfer? View all questions →
Help with transfers
How long does it take to receive a refund? How do I cancel my money transfer and ask for a refund? * How can I track my money transfer? View all questions →
Send money to a bank account
How do I send money to a bank account? What’s a BIC code? How can I send money to a bank account? View all questions →
Registration and profile settings
How long will it take to submit my application? How can receivers register in Jamaica? Does it cost anything to register at Western Union’s website? View all questions →
Identity verification
What are the acceptable documents for identity verification? Identity verification Do we need more information from you?? View all questions →
Covid-19
Is Western Union open for business? If I can’t pick up my money transfer, what will happen to my money? Can I authorize someone to pick up money for me if I can’t leave my home? View all questions →
Western union rewards
Why am I unable to submit my missing purchase request? What is the withdrawal limit? How can I earn My WU? points? View all questions →
Agent locations
What are Western Union agent locations? When are Western Union services available? How do I find a Western Union agent location? View all questions →
Send money from a bank account
How can I send money from my bank account? View all questions →
Getting a german iban
What are the benefits of an German IBAN? Why is there a branch migration process? What are the things that won’t change with the account migration? View all questions →
Tutorial videos
How to open a Western Union Digital Banking account? How to add money with credit/debit card to Western Union Digital Banking? View all questions →
Exchange rate alert
How do I edit an exchange rate alert? How do I set an exchange rate alert? Can I check exchange rates in Germany without setting an alert? View all questions →
Help with current and past transfers
How will I know if my transfer is complete? Who can check the status of a money transfer? How can I check my transfer status? View all questions →
Track a transfer
How can I track my money transfer? What are the different money transfer statuses? How long will it take for my money to reach my receiver? View all questions →