Frequently Asked Questions

FAQ / Registration

Registration process

Why should I register on Western Union Australia's website?

Registration is required for most services. After you register, sending a money transfer can be done in minutes as your information will be pre-filled on the page. This saves you the time and trouble of typing it in each time you want to send money.

When you register, you can also select the My WU option. This is Western Union’s loyalty rewards program that gives you points every time you send money online or with the app.

How to sign up?

Signing up is required prior to sending a money transfer. Go to westernunion.com or to the mobile app to create your Western Union profile. Your profile stores your contact information, saves your money transfer history and tracks your My WU® points balance.

When you create a profile, you can also register and become part of our loyalty program, My WU, where you can earn points that can be exchanged for discounts and rewards.

On westernunion.com:

  1. Select Register.
  2. Enter the required information and continue.
  3. Log in to your new profile.

On mobile app:

  1. Select Sign up.
  2. Enter the required information and continue.
  3. Log in to your new profile.
How do I login?

Once you have a profile you can log in with the same details on westernunion.com or on our mobile app, whenever you need to send or track money transfers:

On westernunion.com:

  1. Select Log In.
  2. Enter the email address and password you signed up with.
    Tip: When you sign up for a Western Union profile, keep the following in mind when creating your password:
    • Must be 8-16 characters long
    • Must have one uppercase letter
    • Must have one lowercase letter
    • Must have one number or special character
    • Cannot include your name or email
  3. Choose Continue or Log In to proceed.

If you forgot your password, you can choose the reset your password.

How do I update my email on your profile?

You can update the email address on your Western Union profile by going to westernunion.com or on the mobile app and follow these steps:

On westernunion.com:

  1. Log in to your profile on westernunion.com.
  2. Click on your name from the menu options on top.
  3. Click on the pencil icon next to your email. Update your email and select Save to confirm the changes.
  4. Choose Continue to complete the update.

On mobile app:

  1. Go to menu and select profile.
  2. Select the pencil icon next to your email to edit.
  3. Update email
  4. Select update to save.

Once you’ve successfully changed your email address, you will use this to log into your Western Union profile.

How do I update my address and phone number?

You can update your address and phone number by following these steps:

On westernunion.com:

  1. Log in to your profile on westernunion.com.
  2. Click on your name from the menu options on top.
  3. Select the pencil icon next to your address to edit.
  4. Enter the new address or phone number.
  5. Choose Save to confirm the changes.

On mobile app:

  1. Log in through the app.
  2. Select your profile from the menu section.
  3. Select the pencil icon next to your address to edit.
  4. Select your phone number or address and enter the new one.
  5. Choose Update to save the changes.
How do I change my password

You can update the password on your Western Union profile by going to westernunion.com or on the mobile app and following these steps. Note that changing your profile password will change your My Western Union password as well.

Go to westernunion.com:

  1. Log in to your profile on westernunion.com.
  2. Select your name from the menu section.
  3. Go to the Password option.
  4. Enter the new password and choose Save.

On mobile app:

  1. Go to menu and select profile.
  2. Select Password.
  3. Update password and select Update to save.
How to add a debit or credit card*?

To add a new payment method please follow these steps:

Go to westernunion.com:

  1. Log in to your profile on westernunion.com.
  2. Click on your name and select Payment preferences section.
  3. Select Add new to update credit or debit card.
  4. Enter your card or bank account information and choose Save.

This feature is currently not available on the mobile app.

* Credit card issuer may charge an advance fee and other associated interest charges. Use a debit card to avoid these fees and charges.

How to delete your profile?

We are sorry to see you go. Please note that by deleting your WU profile you will lose your existing My WU points and your complete transfer history will be erased. To delete your profile, contact Customer Care.

When sending an email, please include:

  • Your name as it shows on your profile.
  • Your registered phone number.
  • Your My WU number, if applicable.
  • The reason you would like to delete your Western Union profile.

We may contact you by phone or email for additional information if needed, to complete your request.

How can a receiver register to get their money?

Registering to receive transfers in Colombia

Send this content by email

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 tries, 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 (Canadá): +1 (514) 448 1874
  • Panamá: +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
Registering to receive transfers 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.

Registering to receive transfers in China

If you’re the receiver, you may need to complete a one-time registration before you can receive money.

If you need to register, you will be contacted within 24 hours by us at the number provided by your sender.

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.

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.

You can also call Customer Care at 4008190488 or 02168664622 to provide your identity information.

Registering to receive transfers 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 (TaxID).
  • 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 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.

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