Frequently Asked Questions

To know if your money transaction is ready for pick up, select Track transaction from the top menu at westernunion.com or through our Western Union app, then enter your sender’s name and the tracking number (MTCN) for the transaction.

There are a few reasons why a money transaction might be on hold. If it’s been less than 30 to 40 minutes since you completed it, it may not be fully processed yet. Please wait a few more minutes and then check the status again.

Sometimes we need to confirm the sender’s identity before we can process a money transaction. If this is the case, we’ll send the sender an online web receipt and an email asking them to call us. Once we’ve confirmed the sender’s information, the transaction will be completed and the receiver will be able to pick up the money.

You can receive money in cash or in your bank account.

To pick up a money transaction in cash:

1. Visit an agent location.
2. Provide the agent with the correct tracking number (MTCN), your sender’s full name, the country where the money was sent from and expected amount.
3. Give the agent the original government-issued ID and its photocopy, along with the tax identification number (CUIL/CUIT/CDI) if you are an Argentinian citizen.
4. Review and sign the receipt.
5. The agent will give you the money and a copy of the receipt.

Find out more about receiving money at an agent location

To collect a money transfer into your bank account:
You can ask the sender to transfer the money directly to your bank account in Argentina. When sending the money, he/she must inform the details of your bank account (bank name, CBU number and CUIL), as well as your email and contact number. With this information, we will send an email to your mailbox so that you can complete an online registration process that will be valid for 15 months. To complete your registration, you can go also to this link.

Receive money into Pago Fácil App:
If the sender has already sent you the money, but did not share your bank account information, you can receive the funds in Pago Fácil App without having to visit a store. You only need to inform your MTCN number, and the funds will be deposited as an available balance to pay bills, make purchases in with QR code, make transfers to bank accounts or other wallets, or even withdraw cash at Pago Fácil – Western Union network. If you have not yet registered for Pago Fácil App, you can download it here.

To know if your money transaction is ready for pickup or has been paid, just select track transaction from the top of any page at westernunion.com, then enter your receiver’s name and the tracking number (MTCN).

You can receive your money transaction in cash at an agent location, or you can ask your sender to transfer the money directly to your bank account in Argentina. When sending the money, the sender should inform your bank account details (bank name, CBU number and CUIL) as well as your email and contact number. With this information, we will send an email to your mailbox so that you can complete an online registration process that will be valid for 15 months. To complete your registration, you can go also to this link.

Receive money into Pago Fácil App:
If the sender has already sent you the money, but did not share your bank account information, you can receive the funds in Pago Fácil App without having to visit a store. You only need to inform your MTCN number, and the funds will be deposited as an available balance to pay bills, make purchases in with QR code, make transfers to bank accounts or other wallets, or even withdraw cash at Pago Fácil – Western Union network. If you have not yet registered for Pago Fácil App, you can download it here.

If you receive a money transfer directly into your bank account for the first time, you must complete an online registration process within 90 days of getting it. This registration will be valid for 15 months.

Also, if you receive 2 additional transactions within that 90-day period (a total of 3 transactions), you will need to register before you can pick up the fourth transaction.

To complete your registration, we will contact you by email within 24 hours after the money transaction was sent, at the email provided by your sender. You will be asked to provide additional information on an online form you can find at this link.

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 officials 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.

If you receive an email from a company representing itself as Western Union and you are not sure it was sent by Western Union, do not click on any links in the email. This may be a “phishing” attempt to fraudulently acquire sensitive information from you. Instead, immediately forward the suspicious email to spoof@westernunion.com.

Western Union will never send you emails to ask for your user ID, password, or credit card details.

Find out more about Fraud Protection.

The “Test Question” feature in the Western Union^® Money Transaction 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). It should never be used as additional security to time or delay the payment of a transaction. In many locations, Western Union will pay the receiver whenever the receiver shows proper identification, even if the receiver does not know the answer to the test question. Test question is not available for payout in Argentina.

Western Union does not offer an escrow service or any type of “purchase protection” policy. Western Union’s business is to transaction 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 transaction 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 transaction, 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.

For online auctions, examine seller feedback carefully and know the warning signs associated with fraudulent auction sales. Most online auction sites have safety guidelines or FAQs that can help you identify potentially fraudulent sales. Be wary if the seller is using a free email address or insists on accepting only one form of payment. Report any suspicious activity and file non-delivery of goods complaints with the auction site through which you purchased the item.

Remember that Western Union never acts as a guarantor of an auction buyer or seller’s performance.

If you feel you have been the victim of fraud and have sent money using Western Union, call our Fraud Hotline to file a formal fraud claim with us. We also encourage you to file with your local law enforcement, as we work directly with them on their investigation and details of the transaction.

Find out more about Fraud Protection.

Western Union employs a variety of technique, including SSL technology, to keep your personal information safe.

Additionally, the following tips can help keep your password secure:

• Make your password difficult to guess. Avoid using any part of your name, your birthday, or any words that can easily be associated with you.
• Use a combination of letters and numbers, and a mix of lower case and capital letters.
• Use multiple passwords for your various accounts to decrease your risk in case one password is compromised.
• Avoid writing your password down where it may be compromised.

You can further protect your passwords by making sure that your virus-scanning software is kept up to date, and by running anti-spyware programs. These programs can help protect you from viruses or other malware that could compromise your identity even though your computer may seem to be working fine.

If you use Microsoft Windows, make sure your Windows updates are enabled to help keep your operating system protected. You can learn more about Microsoft Windows updates at https://www.microsoft.com.

Use extra caution when entering your password on a computer that does not belong to you. Viruses, spyware, or the browser settings might be used to compromise your profile by recording your user name and password.

For more information about how to protect yourself from fraud, visit our Fraud Awareness page.

• Yes, we continue to serve our customers and operate globally. Given the current situation, we encourage those in affected areas to send or receive money using our mobile app, or westernunion.com.

• Please note that our agent locations in areas with a high concentration of COVID-19 outbreaks may close their businesses temporarily or may have updated operating hours. Be sure to check our agent locator for current hours of operation. You should also consider calling before visiting to confirm availability of services and open hours.

We are sorry for the inconvenience. Given the ever-changing situation, we recommend those experiencing local restrictions due to COVID-19 visit westernunion.com or use our mobile app to send transfers for payout directly to a bank account or a digital wallet.

Your transaction will be available for 30 days. After this time, your sender will have to contact our Customer Care to restart the transaction or cancel the transaction for refund.

For security reasons, only the designated receiver can pick up a transaction. However, you can ask your sender to contact our Customer Care to cancel that transaction and start a new one. Your sender can then transaction money online directly to a bank account or a mobile wallet, if available.

Please be aware of the risk of fraud and phishing, especially during this time, and take extra caution when sending money:

• Don’t send money for loan or credit card fees, customs, or shipping fees.

• Don’t send money to someone you haven’t met in person.

• Be suspicious of businesses without a verified street address.

• Don’t pay for an item or service with a money transfer to an individual.

• Be suspicious about transferring money for charity and ask a representative for an ID.

• Think twice before sharing your financial information.

Please visit our Fraud awareness page to learn more and check current Coronavirus-related online scams.

We have no reason to believe that banknotes are more likely to spread viruses like Coronavirus than any other surface. The guidance from the World Health Organization remains that basic hygiene is the best possible defense against Coronavirus.

Western Union and the Western Union Foundation launched a $1M USD global appeal and is accepting donations through May 15^th Western Union and the Western Union Foundation will match up to $500,000 USD in donations to go toward supplies, equipment, and frontline medical aid. Donate here.

• Our goal is to keep our digital and retail services operational across the world, while abiding by local regulations and guidelines.

• We are constantly improving our services, such as adding new ways to speed up the ID verification process and offering a home delivery feature in some countries.

• Given the ever-changing situation, we recommend those experiencing local restrictions due to COVID-19 visit westernunion.com or use our mobile app to send transactions for payout directly to a bank account or a digital wallet. This service is currently available in more than 100 countries.

My WU is a free loyalty program from Western Union. You can register on westernunion.com or our mobile app.

• Transfer fee discounts on qualifying money transfers.
• Special promotions on money transfers.

Learn more about My WU program.

Earning reward points is currently disabled in the program. If you are a My WU member, we will notify you about our new rewards program. 

On our website and app:

1. Log in to your Western Union profile.
2. Go to Menu and select My WU.
3. Select Redeem points.
4. Select Yes in the popup.
5. Select Use reward.

The discount will be automatically applied to your next transfer fee.

Via the My WU portal:

1. Log in to your profile and go to My WU Rewards.
2. Go to the Rewards section to view your reward options.
3. Choose your reward and select Use reward.

The discount will be applied automatically to your next transfer fee.

You can use your My WU points till they expire as per My WU terms and conditions.

Earning reward points is currently disabled in the program. If you are a My WU member, we will notify you about our new rewards program. 

Yes, you can continue to redeem your My WU points until their expiry.  

To protect our customers, we review every money transfer to make sure it’s safe. For a variety of reasons, we may ask you to provide us with more information before we can allow you to continue using our services.

We need additional information to understand why you use Western Union and the relationship between you and the person or entities you’re transacting with. The more information you provide, the quicker we’ll be able to complete your request.

To have access to our services again, follow the steps below:

1. Gather the required documents. Please note that these will vary depending on your reason for using Western Union and your relationship to the person or entities you’re transacting with. At minimum you must be prepared with your government-issued photo ID, documents that relate to your purpose for using Western Union, proof of the source of the funds, and any additional documents that may provide support for the answers provided on the questionnaire. For more information, go to Help section at westernunion.com.
2. Go to westernunion.com/gcr and start the customer questionnaire.
3. Complete the customer questionnaire:

• Personal information:
  – Provide your first, middle (optional) and last names as they appear on your ID.
  – Share your current email, physical address and mobile number. Please make sure you provide an active email address for communication purposes.
  – Specify your country of birth.
  – Select your occupation and provide additional clarification if needed.
  – Enter a recent tracking number (MTCN) if available.
  – Upload a copy of your valid government-issued photo ID.
• Relationships:
  – List people or entities you’ve transacted with using Western Union.
  – For each person or entity, enter the full name, relationship, purpose of transaction and upload supporting documents.
• Source of funds:
  – Choose the source of funds from the drop-down list and upload supporting documents.
• Third party details (if you are transacting on behalf of someone else) (if applicable):
  – Explain the purpose of transaction(s) and your relationship to the third party.
  – Provide the details related to the third party.
• Fraud (if applicable):
  – Indicate if you’ve been a victim of fraud or scam.
  – If yes, share a brief description of what happened.

4. Review the accuracy of the information you provided.
5. Select Submit questionnaire to complete the process.

a. Valid government-issued photo ID is needed to verify your identity.

• Examples: passport, driver’s license, national ID.

b. Source of funds is needed to make sure that the money transfers are not related to illegal acts and correspond to the nature of your activity.

• Examples: at least the latest 3 months of bank statements, at least the latest 3 months of pay slips, employment contract with salary, loan papers, sale agreement, winning receipt, tax return statement, etc.

c. Purpose of money transfer or intended use of money is needed to understand the basis for making the payment and the type of relations between the sender and the payee.

• Examples:
  • Personal remittance/family support – the following documents are suitable to prove relationship: pictures with persons you transacted with, marriage certificate, counterparty’s birth certificate, counterparty’s government issued ID, etc.
  • Business remittance/payment for goods/services – bills, receipts, sale or purchase agreements, etc.
  • Education – evidence of tuition fees, etc.
  • Medical expenses – hospital bills, pharmacy receipts, health insurance premiums, etc.
  • Charity support – written acknowledgment from the charity, etc.
  • Purchase home – purchase agreement, mortgage documents, etc.
  • Gift – receipts, etc.
  • Travel expenses – travel tickets, hotel bookings, etc.

d. Third party activity (sending or receiving money on behalf of individual or business) information is needed to understand the purpose and nature of your relationship with Western Union.

• Examples: business registration documents, letter of authorization by the company or notary, bank statement showing access to third party funds, etc.

After we’ve received your completed questionnaire and required documentation, we’ll email you a response within 3 business days.

In case we have additional questions, we may contact you via the email address provided in the questionnaire.

We’re committed to the security of your personal information. We use organizational, technical and administrative safeguards that comply with applicable government laws and regulations to secure your personal information. We also restrict access to the personal information that we process to only our employees, agents and representatives that have a business need to know it. For more information, read our Terms and Conditions and Online Privacy Statement.