Frequently Asked Questions

FAQ / Identification process

Identification process

Does Western Union need to confirm my identity?

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

First, fill in the online registration form and provide the following information:

  • Email (will be used as your username)
  • Password
  • First name
  • Last name
  • Date of birth
  • Country of birth
  • Nationality
  • Occupation
  • Legal ID data (number, type, issuer, expiration date)
  • Mobile number
  • Security question and answer
  • Address (street, city, country)

Once you have successfully registered online, log in and choose how to get your identity verified from the following options:

  • Assisted verification at your doorstep by scheduling a visit online.
  • UAE PASS verification if you have a qualified UAE PASS account.
  • Automatic verification if you are an existing and verified Al Fardan Exchange customer.
  • In-person verification at an Al Fardan Exchange location.

After your profile is verified, you can start using Western Union online money transfer services immediately.

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/login/password or my profile is locked?

Your user ID is your email address.

If you forgot your password, you can click on the ‘Forgot password’ option, and a new password will be sent to your email.

If you repeatedly entered incorrect details and your profile has been locked, please try to log in to your profile after 30 minutes. If this doesn’t help, contact Western Union Customer Care on the toll-free number 800 SENDWU (800 736398) or send an email to

What do I do if I want to change my log in details, password, or email address?

You can change your password on the ‘Profile overview’ page after you log in. To change your password, please select ‘Edit profile’ from the menu on the right and change your password. For online registration, you can use only one email address. After you verify your email, it can’t be changed.

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