Frequently Asked Questions

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.

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.

If your money transfer is delayed, we’ll contact you using the information you’ve provided during your transfer.

For bank transfers, see the estimated date provided on your money transfer receipt. 

• If you’ve sent money in person, you can see this date on your paper receipt.
• If you’ve sent money from our website or the Western Union app, you can find the date in your confirmation email.
• If the money transfer was sent at a retail location and the sender opted to receive SMS messages, the sender will receive an SMS message when the money transfer is sent to the bank.

On the estimated delivery date, the receiver can check with their bank if they have received the money. 

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.

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.

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.

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.

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. 

You can check the status of your transfer at any time on westernunion.com or on our Western Union app:

1. Go to our website or app.
2. Select Track a transfer and enter your tracking number (MTCN).
3. If you’re already logged into the app, you can check the status on the History page.
4. If you’ve sent money in person, you can use the Track a transfer service with your tracking number (MTCN).

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.

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.

Western Union doesn’t send notifications to receivers. Senders can share their tracking number (MTCN) with the receiver to check the status of a money transfer using the MTCN.

The sender should inform the receiver about the pickup process, including identity verification.

Note: Please do not share the tracking number with anybody other than your receiver.

When your money transfer has been picked up by the receiver or deposited into an account, we will contact you in the following ways:

• Email: If you’ve sent money using our website or the Western Union app, you will receive a pickup notification via email.
• SMS: If you’ve sent money at one of our agent locations and have selected SMS notifications, we will send you a pickup notification via SMS message to the phone number you provided.

Note: If you have provided a landline number, please add your mobile phone number to your profile so we can send you an SMS.

If you’ve sent a money transfer, you can check the status any time on our website or the Western Union app.

Follow these steps to check the status:

1. Log into your profile.
2. Select Track a transfer and enter your tracking number (MTCN).
3. If you’re logged into our app, you can check the status on the History page.

Your receiver can also check the transfer status if they have the MTCN.

Important: Please make sure you’re sharing the MTCN only with your receiver and nobody else.