Frequently Asked Questions

If you see an error while using  
WU.com or our mobile 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 via 
email. Please also include:

• If you’re a registered user, your name as it appears in your profile
• If you’re not a registered user, your full name as it appears on your government-issued ID
• Your email address
• Your phone number
• The error code or screenshot
• A brief description of the problem

There are two ways to add a new receiver.

When sending money on WU.com or the mobile app

This automatically saves the receiver information to your profile.

1. Click Send money.

2. Choose receiving country.

3. Enter amount and currency. 

4. Enter receiver’s information. You may also select from your saved receiver’s list or from your phone contacts:

• Receiver’s complete name
• Complete address (optional)
• Phone number (optional) 
• Email address (optional)

5. Tap Next.

The receiver information will be saved to your profile.

Update your profile (update at any time)

1. From Homepage, go to Profile.

2. Go to Contacts.

3. Select Create new contact.

4. Choose Person or Biller.

5. Fill out the receiver page:

• Receiver’s complete name
• Complete address (optional)
• Phone number (optional) 
• Email address (optional)

6. Save the changes.

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.

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.

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. 

Select Save or Update to confirm the changes.

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.

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.

Registration is free of charge.

Only one registration is possible with a valid ID document and email address.

If you forgot your User ID, password, repeatedly entered incorrect details or your profile is locked, please follow the online instructions to retrieve the details, or contact us.

Anyone who meets the following criteria can use Western Union services in New Zealand:

• Must be 18 years of age or above.
• Must have a valid government-issued ID for verification.
• Must have a valid email address and phone number.
• Must have a valid credit or debit card, or an Internet banking account with POLi, or Google Pay or Apple Pay.

Note: You’ll need to verify your identity before sending money transfer with Western Union. 

List of accepted verification IDs: 

• Driver’s license: New Zealand
• Passport: New Zealand, Australia, Argentina, Fiji, Kiribati, Papua New Guinea, Samoa, Solomon Islands, Tonga, Tuvalu, India, Philippines, Vanuatu

Registration is required for most of our services and you can easily register via the Western Union mobile app or at westernunion.com. You will need to fill out the online registration form and provide details including your full name, country and date of birth, email address, postal address, and mobile phone number.

Once you register, sending a money transfer is more convenient as your details are pre-filled, thus saving you some time. You also get notifications about your money transfer on your registered mobile number and email address.

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.