Frequently Asked Questions

Identity verification

Why do I need to provide additional information to transfer money?

Sometimes local government regulations require us to verify your identity before an online or in-store money transfer. To do so, you’ll need to provide additional information.

Why do I need to verify my identity when sending money online?

All financial institutions, including Western Union, are required to collect additional identity information to know their customers better. When we understand who is sending money to whom, we can help protect your money from being used for illegal activities.

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

We might ask you for additional details to verify your identity when sending money online. 

Do I need to upload my proof of identity if I start a transfer online and complete it at an agent location?

No, you only have to mention the type of document you plan to provide at the agent location.

I don’t have my documents handy. Can I upload them later?

Yes, you can upload your documents later. If you’ve started a transfer online, it will be saved automatically for 10 hours before it gets canceled. You can upload your documents any time within this period.

To upload your documents, please follow these steps:

  1. Log in to wu.com or go to our mobile app.
  2. From the Menu, select History.
  3. Choose a transfer and select Continue.
  4. Upload the documents.

Note: You can only upload your documents in JPG, JPEG, PNG, and PDF formats. The file size should be between 10 KB and 10 MB.

What kind of documents do I need to provide?

 For identity verification, you can provide any of the following:

  • Your passport
  • Your driving license
  • Your residence permit
  • Any other government-issued ID

In some cases, we might ask you to provide a proof of address.

I’ve already verified my identity at a Western Union agent location. Do I need to verify it again while sending money online?

We might ask you again for a proof of identity when sending money online. For quicker verification, please upload the same document that you had used at the agent location.

Do I need to submit my documents every time I send money?

No, if we’ve verified your identity once, you don’t have to submit your documents again. However, we might ask you to validate your email address, mobile number, or identity proof in some cases.

How much time does it take for my documents to be verified?

We usually verify your documents within a couple of hours, but it can sometimes take longer. We might reach out to you in case we need additional information.