Frequently Asked Questions

Registration and profile settings

How do I change the phone number on my profile?

WU.com 
1. On WU.com, log on to your WU profile. 
2. At the top of the web page, click your name.
3. Click the pencil icon to the right of your phone number.
4. Make your changes and click Save.
Mobile app
1. Log on to your WU profile. 
2. Tap Profile.
3. Tap Edit.
4. Make your changes and tap Save.

How do I register for a Western Union profile?

WU.com
1. Go to WU.com.
2. On the top right, click Sign up. If you are on a mobile device, click Menu, then Sign up.
3. Type the required information and select Complete.
A verification email is sent to the email address you provided. The link is available for 3 days. We recommend verifying your profile right away.
4. Check your email. 
5. Click Complete registration to return to WU.com.
6. Log on to your profile to complete registration.
Mobile app
1. Tap Log in.
2. Tap Register.
3. Type the required profile information and select Next.
4. Type the required personal information and tap Finish.
5. Type the Security code and tap Next.
6. Check your email and type the PIN to complete registration.  

If I register on westernunion.com can I use the WU app with the same profile?

Yes, your Western Union profile is valid for both WU.com and the mobile app.

How do I delete my Western Union online profile?

To delete your profile, contact Customer Care at 1-877-989-3268 or send us an email from the email address you registered with. 
When sending an email, please include: 
• Your name as it appears on your profile
• Registered phone number
• Your My WU number, if applicable
• The reason you would like to delete your WU profile
We may contact you by phone or email to ask for additional information before completing your request.

Can I change the email on my Western Union profile?

1. On WU.com, log on to your WU profile.
2. Select your name in the top right corner.
3. To the right of your email address, select the pencil icon.
4. Make your changes, click Save, and confirm the changes.
A verification email is sent to the email address you provided. It contains a PIN that is available for 72 hours. We recommend proceeding with the next steps right away.
5. Check your email.
6. Enter the PIN you receive in your email on the Enter your PIN page and click Continue to complete the change.

Can I add a receiver to or delete a receiver from my profile?

WU.com 
To add a receiver:
1. Log on to your WU profile.
2. Click the Menu icon and select My receivers from the dropdown.
3. Click Add Receiver.
4. Type the requested receiver information and click Continue.
To delete a receiver:
1. Log on to your WU profile. 
2. Click the Menu icon and select My receivers from the dropdown.
3. Click Show Details next to the receiver’s name you want to delete.
4. Click Delete.
5. Click Yes in the confirmation pop up.
Mobile app
To add a receiver:
1. Log on to your WU profile. 
2. Tap Contacts.
3. Tap Add.
4. Select Person or Biller.
5. Type the receiver’s information and tap Save.
To delete a receiver:
1. Log on to your WU profile. 
2. Tap Contacts.
3. Select the receiver you want to delete.
4. Tap Edit.
5. Scroll to the bottom of the page.
6. Tap Delete contact.
7. A confirmation pops up. Tap Yes.

I registered but didn’t complete the verification process. What should I do?

WU.com
1. Go to WU.com.
2. In the center of the page, click Log in.
3. Type username and password. You will be taken to the verification page. 
4. Select Resend verification email.
5. Check your email and click Complete registration to be taken back to WU.com.  
Mobile app
1. Tap Log in.
2. Type username and password. You will be taken to the verification page. 
3. Tap Resend email. 
4. Check your email and type the PIN to complete registration. 
 
Note: Your profile must be verified prior to sending money transfers online.

How do I report an issue on the website or the app?

If you see an error while using our website or the Western Union app, please take note of the error code and, if possible, capture a screenshot of the error.

You can then send the information to Customer Care. Please also include:

  • If you’re a registered user, your name (as in your profile).
  • If you’re not a registered user, your full name (as on your government-issued ID).
  • Your email address.
  • Your phone number.
  • The error code and screenshot.
  • A brief description of the problem.

How do I log in to westernunion.com?

1. Go to WU.com
2. In the center of the page, click Log in. 
3. Type your email and password.
4. Click the Continue button.

How do I update my name on my profile?

1. On WU.com, log on to your WU profile.
2. At the top of the web page, click your name.
3. Click the pencil icon to the right of your address.
4. Make your changes and click Save.
Mobile app
1. Log on to your WU profile.
2. Tap Profile.
3. Tap Edit
.
4. Make your changes and tap Save.

How do I update my postal address and phone number?

Follow these steps to update your postal address and phone number:

On our website or the Western Union mobile app:

  1. Log into your profile.
  2. Select your name from the menu at the top. 
  3. Enter your new postal address and phone number. 
  4. Select Save or Update to confirm the changes.

 

How do I change my password?

Follow the steps below to change your password:  

  1. Log into your profile. 
  2. Choose Reset password.
  3. Enter the new password and select Save.

 

How do I add my debit card, credit card1 or a bank account?

To add a new payment method, please follow the steps below: 

On our website: 

  1. Log into your profile.
  2. Go to the Payment preferences section.
  3. Select Add new credit or debit card. To add a bank account, choose Bank accounts and log into your bank account online.
  4. Enter your card or bank account information and select Save.

On our mobile app: 

  1. Log into your profile.
  2. Select Profile from the menu.
  3. Select Payment options.
  4. Add a new debit card, credit card, or a new bank account.

1 Credit card issuer may charge an additional fee and other associated interest charges. Use a debit card to avoid these charges.

How do I delete my profile?

We’re sorry to see you go. Please note that you will lose your existing MyWU points (if any) by taking this step and your complete transfer history will be erased. To delete your profile, contact our Customer Care.

 

How do I update my email address in my profile?

Follow the steps below to update your email address: 

  1. Log into your profile.
  2. Enter the new email address and select Save to confirm the changes.
  3. Verify your email address.
  4. Select continue. 

After you’ve successfully updated your email address, use the new email address to log into your Western Union profile.  

Note: The option to update your email address is not yet available on the mobile app. 

 

How do I register with Western Union?

If you are a new user, you can register with Western Union via our website or mobile app.

Steps to register on our website or app:

  1. Select Join now.
  2. Enter the required details.
  3. Verify your email address.
  4. Log into your new profile.

 

How do I log into my Western Union profile?

To log into your Western Union profile, please follow the steps below:

  1. Select Log in.
  2. Enter your registered email address and password.
  3. Choose Continue or Log in to proceed. 

If you forget your password, you can reset it by choosing Forgot password.

 

How do I change my profile privacy and marketing settings?

  1. On the website, log into your Western Union profile.
  2. Click the Menu icon and select Settings from the dropdown.
  3. In the Information sharing section, select the check box.
  4. Select Save changes.

 

How can receivers register in Colombia?

Registering to receive transfers in Colombia

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The Government of Colombia will require you to register if you receive a transfer in Colombia that exceeds its cash and frequency limits.

If you know you need to register, you can call Western Union’s Colombian partner, Giros y Finanzas, at any of the numbers below.

You can also wait for Giros y Finanzas to call you. They will try to contact you up to 3 times in the 15 days after we send the money. If Giros y Finanzas cannot reach you after 3 attempts, we will cancel the transfer and refund the sender.

Giros y Finanzas contact numbers in Colombia (country code 57):

  • National office: 018000 111 999
  • 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 (Canada): 1 (514) 448 1874
  • Panama: 507 833 9275

Giros y Finanzas office 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

Giros y Finanzas may ask you to provide the following:

  • Your full name (first name, middle name, paternal name and maternal name)
  • Your date of birth
  • The country and city where you were born
  • The city you live in
  • Your address, phone/cell numbers and email address
  • Your occupation

How can receivers register in Jamaica?

Before you can pick up the money, you’ll receive a SMS, an email, or a phone call from the agent so you can choose to register at a physical location or via online registration.

Here’s what you’ll need to provide for registration:

  • Your full name as it appears on your government-issued ID
  • Name on the bank account
  • Bank name
  • Bank code
  • Branch name
  • Branch code
  • Bank account number
  • The currency on your bank account needs to be in JMD
  • TRN number (Tax ID).
  • Government-issued ID, ID type, and expiration
  • Country of birth
  • Date of birth
  • Phone number (home and mobile).
  • Home address (street, city/town, or parish)
  • Occupation
  • Place of work (if homemaker or unemployed, this is not required)
  • Your email address

Please note that GraceKennedy Remittance Services Limited (GKRS) will complete the verification required to make sure the receiver owns the given bank account. The verification process may take up to 2 business days and may be cancelled within 8 days if your registration is not complete.

How can receivers register in Argentina?

Receiving money in Argentina

If you receive a money transfer in Argentina, you need to complete a one-time registration within 90 days of getting it.

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

To get you registered, we will contact you within 24 hours of the transfer at the number provided by your sender. You will be asked to provide additional identifying information on an online form used for registering transfers.

How can receivers register in China?

  1. If you’re the receiver, you may need to complete a one-time registration before you can get the money.
  2. If you need to register, you will be contacted within 24 hours by us at the number provided by your sender.
  3. To register and confirm your identity, you will need:
    • The tracking number (MTCN)
    • To confirm your bank card number
    • To confirm your Chinese name as it appears on your government-issued ID
    • Your government-issued ID
  4. If the receiver cannot be contacted within 3 days, we will not be able to complete your transfer, and the sender will be issued a refund. If the receiver cannot be contacted within 3 days, we will not be able to complete the transfer, and the sender will be issued a refund.
  5. You can also call Customer Care to provide your identity information.

 

Can I access my money transfer history?

Yes, you can access the last 90 days of money transfer history.
WU.com 
1. On WU.com, log on to your WU profile. 
2. Your money transfer history appears.
Mobile app
1. Log on to your WU profile. 
2. Click Activity and your money transfer history appears.
Note: If you need money transfer history from over 90 days ago, please contact Customer Care.

How do I report a WU.com or mobile app issue?

If you see an error while using  WU.com or our mobile app, please take note of the error code and, if possible, capture a screenshot of the error.

You can then send the information to Customer Care via email. Please also include:

  • If you’re a registered user, your name as it appears in your profile
  • If you’re not a registered user, your full name as it appears on your government-issued ID
  • Your email address
  • Your phone number
  • The error code or screenshot
  • A brief description of the problem

How do I update my email address/phone number?

On the
app, tap My Profile at the bottom of the screen. Enter your username and password and tap Log In. Once logged in, you can
update all of your personal details by tapping the appropriate button.

What should I do if I forgot my email?

If you don’t remember the email address you registered with, please contact Customer Care.

How can I add receiver contacts to my profile?

There are two ways to add a new receiver.
When sending money on WU.com or the mobile app
This automatically saves the receiver information to your profile.
1. Click Send money.
2. Choose receiving country.
3. Enter amount and currency. 
4. Enter receiver’s information. You may also select from your saved receiver’s list or from your phone contacts:
  • Receiver’s complete name
  • Complete address (optional)
  • Phone number (optional) 
  • Email address (optional)
5. Tap Next.
The receiver information will be saved to your profile.
Update your profile (update at any time)
1. From Homepage, go to Profile.
2. Go to Contacts.
3. Select Create new contact.
4. Choose Person or Biller.
5. Fill out the receiver page:
  • Receiver’s complete name
  • Complete address (optional)
  • Phone number (optional) 
  • Email address (optional)
6. Save the changes.

Can I add or delete a credit card*/debit card/bank account on my profile?

WU.com 
When sending money on WU.com, you will be able to add, edit, or delete the funds source. 
Mobile app
To add a credit card*/debit card/bank account:
1. Log on to your WU profile. 
2. Tap Profile.
3. Select Payment.
4. Select Credit/debit cards or Bank accounts.
5. Select Add.
6. Type the required information.
7. For Credit/Debit cards, select Save and for Bank accounts, select Next. 
To delete a credit card*/debit card/bank account:
1. Log on to your WU profile. 
2. Tap Profile.
3. Tap Payment.
4. Tap Credit/debit cards or Bank accounts.
     a) Credit/debit cards:
          i. Select the credit/debit card you want to delete.
          ii. Tap Edit.
          iii. Tap the “x” next to the credit card number.
          iv. A confirmation pops up to delete the card, tap Delete.
      b) Bank accounts:
          i. Select the bank account you want to delete.
          ii. Tap Edit.
          iii. Tap Delete account.
          iv. A confirmation pops up, tap Delete.
* Card issuer cash advance fee and associated interest charges may apply. Use a debit card to avoid these fees and charges.

How do I change the address on my profile?

WU.com 
1. On WU.com, log on to your WU profile. 
2. At the top of the web page, click your name.
3. Click the pencil icon to the right of your address.
4. Make your changes and click Save.
Mobile app
1. Log on to your WU profile. 
2. Tap Profile.
3. Tap Edit.
4. Make your changes and tap Save.

My profile is locked. What should I do?

WU.com
Click Forgot password from WU.com Log In page.
Mobile app
Click Forgot Password and enter your registered email address.
We’ll send you a link, directing you to answer one of the three security questions you set up when creating the account.
If your profile is locked due to several incorrect log in attempts or incorrect answers to security questions, please call Customer Care at 1 877 989 3268.

What should I do if I forgot my password?

To reset your password on the web or mobile app:
  1. Go to the Log In page and select “Forgot Password.”
  2. Enter the email address for your Western Union profile to get a password reset email sent to you.
  3. Check your email from Western Union containing the link to reset your password. Note: If you can’t see the email, be sure to check your junk or spam folder.
  4. Follow the instructions in the email. 
Use your new password the next time you log in to your Western Union or My WU profile. 
Password criteria:
  • 8-16 characters long
  • One uppercase letter
  •  One lowercase letter
  • One number or special character
  • Cannot include your name or email
If you want to learn how to change your password, please see this FAQ.
If you forgot your email or username, please see related article.