Frequently Asked Questions

Registration is required for most of our services. After you download the Western Union app or open our wu.com site you’ll need to complete the profile registration form and follow these steps:

1.     You will be asked to provide your full name, your full Malaysian address, a phone number, email address, country, date of birth, gender and nationality.

2.     Start a money transfer using the Western Union app.

3.     Visit the nearest agent location to pay and complete your transfer.

4.     Present the same identification document used when you started the money transfer on the app. Remember that you must present a valid identification document (passport, government issued ID, driver’s license, residence permit with photo, work permit with photo, emergency passport, UNHCR Card, military/police/government ID, i-Kad). Acceptable IDs are subject to the Central Bank of Malaysia rules and regulations.

5.     Give the money to the agent at the location.

6.     Once you complete your money transfer, you will need to upload a copy of the same ID you presented to the agent.

7.      If you have any questions while registering, please call Western Union’s Customer Service Center toll free number 1-800-81-3399, direct dial-in +85234080460.

Yes, registration is required to be able to use our services to send money online.

To upload your ID, please log in to your profile and go to the last step before starting a money transfer, then select the “upload your ID” option. Remember to upload the same ID you used when creating your profile. You can upload up to two different files depending on the ID type. The file can be a bmp, gif, png, jpg, jpeg or pdf with a maximum size of 10 megabytes (10 MB).

If your ID matches the one provided at the agent location, your profile status will remain “verified”. If your ID is different, your profile status may change and you will temporarily not be able to use FPX method – direct bank debit.

FPX method allows you to make money available to your receiver in cash by taking it directly from your bank account. After you’ve chosen your destination country, you’ll see the types of services available to you. Money transfers will generally be paid in cash or, if available, to your receiver’s bank account or mobile phone.

If you have any question while registering, please call our Customer Care toll free number 1-800-81-3399, direct dial-in +85234080460.

No, it’s free to register.

Anyone who meets the following conditions, can use our online money transfer service:

• Must have a valid ID
• Must be at least 18 years of age on the date of application
• Must accept the Terms and Conditions of using this service
• Must have a valid email address
• Must have a valid phone number
• Must have a bank account in Malaysia

Registration with a valid identification document and an email address is possible only once.

You can change/update your Western Union profile information from the Profile Overview tab after you log in to westernunion.com, only if your profile has not yet been verified.

After your identity has been verified, you cannot change your name, last name, date of birth, or nationality. If you need to change this information after your identity has been verified, please contact Western Union’s Customer Service Center toll free number 1-800-81-3399, direct dial-in +85234080460.

Your user ID is your email address.

If you have forgotten your password, you can select the “Forgot password” option and a new password will be sent to your email address.

If you repeatedly entered incorrect details or your profile is locked, please try to log in to your profile after 30 minutes. Or contact our Customer Care toll free number 1-800-81-3399, direct dial-in +85234080460.

You can change your password on the Profile Overview page after you log in. Please select “Edit profile” from the right-side menu and change your password.

For online registration, you can use only one email address. After you verify your email, it cannot be changed.

Please contact Western Union’s Customer Care by calling the toll free number 1-800-81-3399, dialing directly +85234080460.

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 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 (Canada): +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

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 make sure you are 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.

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 finish your transfer, and the sender will be issued a refund.
5. You can also call Customer Care at 4008190488 or 02168664622 to provide your identity information.