Frequently Asked Questions

FAQ / Identification process

Identification process

Does Western Union need to verify my identity?

Yes, before making your first online transfer, you will need to verify your identity.

First, complete the online registration form with the following information:

  • Mobile number
  • Password
  • First name
  • Last name

After you’ve successfully registered online, choose one of the methods below to get your identity verified:

  • Online by uploading front and back pictures of your valid Emirates ID and a selfie
  • Assisted by requesting an agent’s visit at your preferred location
  • In-person by visiting the nearest Al Fardan’s Exchange location

After your identity verification is completed, you can start sending money right away.

How long will it take to confirm my identity?

After your identity is verified through the selected method, you will receive a confirmation by email. While your verification is being processed, and until verification is completed, you can still send money in person by visiting a Western Union agent location.

Which Al Fardan Exchange locations can verify my profile in the United Arab Emirates?

You can find the nearest location to be verified in person by using our online locator.

What do I do if I forgot my user ID, password or if my profile is locked?

Your user ID is your email address or your mobile number.

If you forgot your password, follow the steps below to reset it:

  1. Select Forgot your password? on the login page.
  2. Enter the email address or the mobile number you registered with and select Reset password.
  3. Enter the one-time password (OTP) you’ll receive over email or SMS.
  4. Reset your password by creating a new one.

If you exceeded the number of failed login attempts and your profile has been locked, you can try again after 30 minutes.

For help, call Customer Care toll-free number 800 SENDWU (800 736 398) or send an email to

What do I do if I want to change my password or email address?

To update your password, go to your Profile page and select Change password.

You can only have one email address in your profile. After you verify your email, you cannot change it.

How can I delete my Western Union profile?

Please contact Western Union Customer Care on the toll-free number 800 SENDWU (800 736398) or send an email to

Can’t find what you are looking for?

If you need to get in touch with Western Union, don’t hesitate to contact our Customer Care