Frequently Asked Questions
If you have questions that are not answered here, please contact us by email, mail or phone.
- What can I do to protect myself?
Western Union is a great way to send money quickly and conveniently to friends and loved ones. Just as with any financial transaction, consumers need to use caution and rely on their own good judgment. Consumers should only send money to individuals they have met in person and verify all emergency situations before sending money. Never send money to someone you have met online or for internet purchases, or send funds from a check you recently deposited until the funds have cleared in your account. Western Union does not guarantee the receipt or quality of any goods or services an individual may purchase using a consumer to consumer money transfer service as a payment method. Under no circumstances should the Money Transfer Control Number (MTCN) or the test question feature be used as additional security or to time or delay a transaction. Also, sending money in the name of a friend or loved one to show proof of funds or to ensure receipt of goods will not provide protection when doing business with a stranger.
- Are there common consumer fraud scenarios to be aware of?
- Be wary of once-in-a-lifetime investment opportunities.
- Be wary of a return of a lost pet or valuables.
- Beware of bargain-priced electronics or other equipment.
- Be wary if you are required to pay a fee before receiving a loan.
- Beware of sweepstakes, prize or lottery company representatives who tell you to transfer money to them in order to claim a prize you've won. There are many companies running fraudulent contests that ask you to transfer them money but give you nothing in return.
- Beware of unsolicited letters or emails from a Nigerian or other foreign government official requesting assistance in the transfer of excess funds from a foreign country into your bank account.
- Beware of telephone calls from the police claiming someone you know has been in an accident or arrested and is requesting money.
- Beware of unsolicited letters or emails offering an unrealistic price for expensive or difficult to find merchandise.
- Make sure you know to whom you are sending money. If you are purchasing goods or services and paying through the Western Union network, it is your responsibility to verify the reputation and legitimacy of the seller. Western Union is not responsible for the non-receipt or quality of any goods or services.
- How can I protect my password?
- Never share your Western Union password with anyone. You are responsible for keeping your password confidential. If you suspect your password has been compromised, change it immediately.
- Select a password that is unique and difficult to guess. As a general rule, it is a good idea to choose a password that uses both letters and numbers. Avoid using a password that is easy to figure out; do NOT use your email address as your password or other common passwords such as "password," "westernunion," "1234," etc.
- Change your password frequently.
- Do not use the same password that you currently use for any other online services.
- I received a suspicious email from someone claiming to be Western Union, what should I do?
- If you receive an email from a company representing itself as Western Union and you are not sure it was sent by westernunion.com, do not click on any links in the email. Instead, immediately forward the suspicious email to firstname.lastname@example.org.
- Western Union will never send you an email asking for your user ID or password.
- Can the Test Question feature secure my funds or delay payment of a transaction?
- The "Test Question" feature in the Western Union Money Transfer® service is designed for emergency situations where the receiver does not have proper identification (e.g. his or her wallet and identification have been stolen).* Any other use of a test question may be fraudulent. It should never be used as additional security to time or delay the payment of a transaction.
* In addition to identification, a test question may be required by a few countries in order to process a transaction. Check with your Western Union® Agent location to be sure of the requirements in your receiver's country.
- Does Western Union offer an escrow service or any kind of buyer protection?
- Western Union does not offer an escrow service or any type of "purchase protection" policy. Western Union's business is to transfer funds from a sender to a receiver. We caution people who use our services against sending money to people they don't know. It is the sender's responsibility to know the party to which the funds are being sent. Using a fictitious name or changing the Receiver name after the money transfer has been sent is not a guaranteed means of securing funds. If a receiver presents proper identification with the same name as on the money transfer, payment will be made.
- Be wary of 3rd party "collection" or "holding" services unless they are a reputable, licensed escrow service. Western Union is not an escrow service, should not be used as an escrow service and is currently not affiliated with any escrow services.
- What can I do if I suspect fraud or am a victim of fraud?
- If you have just sent a money transfer transaction and suspect that you may be a victim of fraud, ask the sales clerk to stop your transaction immediately or call Western Union. If the transfer has not been completed, your principal will be refunded.
- Contact your provincial Attorney General's Office of Consumer Affairs if you are uncertain or suspicious of a telephone, mail or email solicitation.
- If you feel you have been the victim of fraud, you can contact your local law enforcement authorities.
- What does Western Union do to protect my information?
- Western Union employs a variety of techniques to protect the confidentiality of your personal information including SSL technology.