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Frequently Asked Questions

But if you still want to know more, please call our Western Union Customer Care number at +65 6336 2000, for English and Chinese (Mandarin only from 8 am to 12 am).

To reach Customer Care, please use Contact us page.

How do I send money to India with UPI?

About UPI

Unified Payment Interface (UPI) is a payment method that allows you to instantly transfer money to a bank account in India.

Understanding UPI ID

UPI ID is a virtual payment address (VPA) that uniquely identifies one person. A UPI ID format is like an email ID: with the sign “@” in the middle. For example, your receiver’s UPI ID could be “receiver’s_name@bank_name” or “phone_number@bank_name.”

When sending with a UPI ID, you only need to have your receiver’s UPI ID. You do not need to ask receivers for their account number, account type, bank name, or IFSC code.

To receive the payment, the receiver needs to have their UPI ID linked to the bank enabled for international UPI remittance. Please see below the list of banks that support international UPI.

Current list of banks that support international UPI transfer

Below are the banks currently supported. More banks will be made available soon.

•Abhyudaya Cooperative Bank Limited•Janata Sahakari Bank Limited•Airtel Payments Bank Limited•Jana Small Finance Bank Limited
•Andhra Bank•Karnataka Bank Limited•The Andhra Pradesh State Cooperative Bank Limited•Kalupur Commercial Cooperative Bank
•Andhra Pragathi Grameena Bank•Kalyan Janata Sahakari Bank•Andhra Pradesh Grameena Vikas Bank•Kotak Mahindra Bank Limited
•Apna Sahakari Bank Limited•Kerala Gramin Bank•Bassein Catholic Cooperative Bank Limited•The Karanataka State Cooperative Apex Bank Limited
•Bank Of Baroda•Karnataka Vikas Grameena Bank•Bandhan Bank Limited•Laxmi Vilas Bank
•Dena Bank•Bank Of Maharashtra•Bank Of India•Maharashtra Gramin Bank
•Central Bank Of India•Mahanagar Cooperative Bank•City Union Bank Limited•The Mehsana Urban Cooperative Bank
•Canara Bank•Oriental Bank of Commerce•Corporation Bank•G P Parsik Bank
•The Cosmos Co Operative Bank Limited•Pragathi Krishna Gramin Bank•Catholic Syrian Bank Limited•Punjab And Sind Bank
•Development Bank of Singapore•Punjab National Bank•DCB Bank Limited•Paytm Payments Bank Ltd
•Deustche Bank•Ratnakar Bank Limited•Deutsche Bank (Bij Alle Sepa-Transacties)•Rajkot Nagrik Sahakari Bank Limited
•Dhanalakshmi Bank•State Bank of India•Equitas Small Finance Bank Limited•Standard Chartered Bank
•Federal Bank•South Indian Bank•Fino Payments Bank•The Surath Peoples Cooperative Bank Limited
•Fincare Small Finance Bank Ltd•Saraswat Cooperative Bank Limited•The Gujarat State Cooperative Bank Limited•Suryoday Small Finance Bank Limited
•Hasti Coop Bank Ltd•The Shamrao Vithal Cooperative Bank•HSBC Bank•Syndicate Bank
•IDBI Bank•The Thane Bharat Sahakari Bank Limited•ICICI Bank Limited•TJSB Sahakari Bank Limited
•IDFC Bank Limited•Tamilnad Mercantile Bank Limited•Indian Bank•The Tamil Nadu State Apex Cooperative Bank
•Indusind Bank•Union Bank Of India•Indian Overseas Bank•UCO Bank
•India Post Payment Bank•Ujjivan Small Finance Bank Limited•Jammu And Kashmir Bank Limited•Axis Bank
•Jio Payments Bank Limited•The Varachha Cooperative Bank Limited•Janakalyan Sahakari Bank Limited•Vijaya Bank
•Karur Vysya Bank•The Vishweshwar Sahakari Bank Limited•Vasai Vikas Sahakari Bank Limited•Yes Bank

Send limits using UPI

Currently, you can send up to 200,000 INR per transfer.

Steps to send money using a UPI through Western Union

Western Union is the first money transfer service company to use a UPI transfer internationally.

1. Log in to your Western Union profile.

2. Choose India as your receiving country (you will need to know your receiver’s mailing address).

3. Choose to send using a bank pay out and use any payment method.

4. Choose UPI ID under the bank information section. You’ll be able to browse all the banks enabled for international UPI transfer.

5. Choose to send your transfer, and you’re all set. Generally, your transfer should be completed in minutes.

How do I send money online?

You can send money online using the Western Union app or through WU.com.

After you’ve chosen your destination country, you’ll see the types of services available.

Learn more about how to send money online.

How do I complete my first money transfer online in Singapore?

For your first money transfer online you will need to create a personal online profile and then have your identity verified. Once your profile is verified, you will be able to send money online.  Keep in mind that if your profile cannot be verified right away, you can still transfer money by starting their transfer on the app and paying it at the nearest agent location.

If you have any questions while registering, please call our Western Union Customer Care number at +65 6336 2000, for English and Chinese (Mandarin only from 8 am to 12 am), or send an email to SingaporeEnglish.customer@westernunion.com (if you need support in English) or to SingaporeMandarin.customer@westernunion.com for Chinese speakers.

Can I use the same transfer information I used at an agent location?

Yes, you can. If you made a money transfer at a Western Union agent location in the last 6 months, your data was already stored in our records.

You will be asked to verify your identity while registering your profile or sending money online for the first time. Be sure to submit the same ID details that you had shared during your in-store transfer at the agent location. We will then compare both IDs, including your full name, ID type, ID number, and date of birth. If the details match, your profile will be verified. If the details don’t match, or if your ID has expired, you will be guided to use the Selfie KYC option (online verification).

Verification may take a few minutes. Once your ID verification is complete, you will be able to send money online right away.

If you have any questions while registering, please call our Customer Care at +65 6336 2000 for support in English (24/7) and Mandarin Chinese (8 am to midnight), or send an email to SingaporeEnglish.customer@westernunion.com (for support in English) or to SingaporeMandarin.customer@westernunion.com (for support in Mandarin Chinese).

How can I verify my ID?

You will be asked to verify your identity while sending money online for the first time—if you are paying for the transfer using a debit or credit card*. (Note: If you are paying by cash, you do not have to go through the online verification process).

Follow these steps to verify your ID:

  • Log in or create a new profile.
  • Start a money transfer on Westernunion.com or our mobile app.
  • Next, you’ll be asked to enter your ID details including your ID type, ID number, and ID issue date.
  • If you’ve made a money transfer at a Western Union agent location in the last 6 months, your data is already stored, and you can submit the same ID details that you had shared during your in-store transfer. We will compare both IDs, and if the details match, your profile will be verified. Please note that if your data does not match, you will be guided to use the Selfie KYC option (online verification).
  • If this is your first online money transfer with Western Union, you will be presented with the Selfie KYC tool. Upload photos of the same ID that you entered on the ID details collection page.
  • Then, take a selfie using your phone’s front camera or a webcam. Click the photo within the margins shown on the screen, and keep your face still to get a clear image. Submit the selfie.
  • Please allow a few minutes for the verification process to finish and don’t close the page until it’s done.

Once your ID verification is complete, you will be able to send money online right away.

If you have any questions while registering, please call our Customer Care at +65 6336 2000 for support in English (24/7) and Mandarin Chinese (8 am to midnight), or send an email to SingaporeEnglish.customer@westernunion.com (for support in English) or to SingaporeMandarin.customer@westernunion.com (for support in Mandarin Chinese).

*If you’re using a credit card, a card-issuer cash advance fee and associated interest charges may apply. You can avoid these fees by using a debit card.

To which countries can I send money online?

You can check online all the countries you can send money to. If you would like to use our direct to bank account service, please check the countries that have this option available with our country locator tool.

Transfers within Singapore are not available.

How do I pay for my money transfer online?

You can pay for your money transfer online with your debit or credit card (Visa® or Mastercard® only), or via direct bank transfer using DBS FAST (Fast and Secure Transfer) only.

If you have any questions while registering, please call our Western Union Customer Care number at  +65 6336 2000, for English and Chinese (Mandarin only from 8 am to 12 am), or send an email to  SingaporeEnglish.customer@westernunion.com (if you need support in English) or to  SingaporeMandarin.customer@westernunion.com for Chinese speakers.

Will I be charged a cash advance fee when using this service?

If you use your credit card, you may be charged an additional cash advance fee by your card issuer for this service. You may be able to avoid the fee if you use a debit or prepaid card. Contact your issuing bank for any questions related to cash advance fees.

How much money can I send online from Singapore?

After your profile is verified, you will be able to send 5000 SGD per transfer going up to 50,000 SGD.  T&C apply*.

*Send money limits may vary. For more information contact our Customer Care.

How do I know if my online transfer has been approved?

Your online receipt will show whether your transfer has been approved. When the transfer is complete, you’ll get an email with your money tracking control number (MTCN).

How can I cancel an online money transfer after it was sent?

An online money transfer can only be cancelled if it has not been collected by the receiver in the destination country.

If you wish to cancel your money transfer, please call our Western Union Customer Care number at  +65 6336 2000, for English and Chinese (Mandarin only from 8 am to 12 am), or send an email to  SingaporeEnglish.customer@westernunion.com (if you need support in English) or to  SingaporeMandarin.customer@westernunion.com for Chinese speakers.

Can I get a receipt for my online transfer?

Yes, a receipt will be sent to your email after the transfer is completed. You can also see the details of all your transfers in your “History” section on the Western Union app or at wu.com.

What is a Money Transfer Control Number (MTCN)?

The Money Transfer Control Number (MTCN) is a unique number assigned to your transfer.

Your receiver will need this number when they pick up their money, and it can also be used to track your transfer.

How do I get a refund for my money transfer?

You can request a refund by calling our Customer Care at +65 6336 2000 for support in English or Chinese (Mandarin) from 8 am to 12 am. You can also send an email to SingaporeEnglish.customer@westernunion.com for support in English, or to SingaporeMandarin.customer@westernunion.com for support in Chinese. You will need to provide your money transfer details including the tracking number (MTCN). You may also be required to share your bank statement for additional verification. To do so, send a PDF image clearly displaying your name, bank name, account number, and transfer details to the aforementioned email address. Upon raising a request, you will receive a ticket number. Use it to track the status of your refund. We will also share the details of your refund via email. Collect your refund at selected Western Union agent locations when it’s ready for pickup.

How long will it take to refund my transfer?

Once we receive your refund request, your money transfer details will be verified, and your request will be processed. It will usually take 24 hours to generate a new MTCN (tracking number), which you can use to pick up your refund.

I made a money transfer via my bank account. Why can’t I receive the refund directly in my account?

Western Union does not store your bank account details due to the bank’s policy. Thus, your refund cannot be transferred directly into your account.

Where can I pick up my refund?

You can pick up your refund at any of these Western Union agent locations:

Locations list
Lucky plaza
4 Kerbau Road
Jurong Point
Penjuru RC
Ang Mo Kio MRT
Golden Mile Complex
Lucky Chinatown
Fortuna Hotel
Ubi
Woodlands RC
Yishun Interchange
Jurong East
Tuas View Dormitory
Kranji Industrial
Kaki Bukit RC
Paya Lebar MRT
Jalan Terusan RC
Tuas South RC
Choa Chu Kang MRT
PPT Lodge 1B
Tampines MRT

Enter the location name in our location finder for the full address.

What is Selfie KYC?

KYC stands for Know Your Customer, a process used by Western Union to verify a customer’s identity. While registering your Western Union profile, you will be asked to verify your identity through Selfie KYC.

Selfie KYC allows you to verify your identity online by uploading a valid identification document and then taking a selfie—a photo of yourself taken with a smartphone camera or a webcam. Once your profile is successfully verified, you will be able to send a money transfer online.

What tips do I keep in mind for Selfie KYC (online verification)?

It is important that you submit a clear photo of yourself for Selfie KYC verification. Here are some tips to get a good selfie:

  • Prepare yourself for the selfie. Do not wear any hats, glasses, or scarves that may cover your face.
  • Pick a spot where there is no light behind your face, otherwise the image may appear dark.
  • Focus the image to avoid any blurring.
  • Keep your face still, keep your eyes open, and smile for the camera.
  • Make sure your whole face is visible within the outline shown on the screen.
  • In case you make an error while clicking, you have the option to retake the selfie.
Who uses Western Union money transfer services?

Western Union services are for anyone who needs to send or receive money quickly. From travelers, people supporting friends or relatives abroad, to business people who need to make faster international transfers.

Who are Western Union® agents?

They are our representatives in the different countries you need to send or receive money, they may be banks, post offices, supermarkets, grocery stores, check cashers, mailbox centers, drug stores, travel agencies, depots, airports, train and bus stations, currency exchange offices and other retailers.

How can I find a Western Union agent location in Singapore?

Finding an agent location in Singapore is easy, go to our agent locator tool.

How do I send money from an agent location?

Once you get to our agent location, you will be asked to provide the following:

  • Your receiver’s first name and surname.
  • The exact amount you wish to send, plus the applicable fees.,
  • The country you are sending to.
  • A valid government-issued ID.

Your money will be available in minutes to your receiver after the transfer is completed.

What documents can I use to send money in Singapore?

You need to present any official government-issued ID such as: a valid National Registration Identity Card (NRIC) or a driver’s license. If you are a foreigner in Singapore, you will need to present a Foreign Identity Number (FIN), a work permit issued in Singapore or an international passport .

Acceptable IDs are subject to the banking laws and regulations of Singapore.

How much money can I send from a Western Union agent location in  Singapore?

You can send any amount at an agent location in Singapore.  However, for some transfers, you may have to provide additional information or documentation.

How are money transfers paid out to receivers?

Money transfers will generally be paid in cash, as well as directly to a receiver’s bank account or mobile phone if the service is available.

Other restrictions may apply. Please contact a Western Union agent to get more information about restrictions or you can call the Western Union Customer Care number at +65 6336 2000, for English and Chinese (Mandarin only from 8 am to 12 am) , or send an email to SingaporeEnglish.customer@westernunion.com (if you need support in English) or to SingaporeMandarin.customer@westernunion.com for Chinese speakers.

How can I know the status of my money transfer?

You can check your transfer status online, all you need is the sender’s name and the Money Transfer Control Number (MTCN) printed on the sender’s receipt.

Can I send money at anytime in an agent location?

Each Western Union agent location determines its own hours of operation. Some have extended hours and open during weekends.

Find a nearby Western Union agent location with our agent locator tool.

What documents can I use to pick up money in Singapore?

You need to present any official government-issued ID such as: a valid National Registration Identity Card (NRIC) or a driver’s licence. If you are a foreigner in Singapore, you will need to present a Foreign Identity Number (FIN), a work permit issued in Singapore or an international passport .

Acceptable IDs are subject to the banking laws and regulations of Singapore.

Currently, receiving money online is not available. For other options please check our Receive money page.

How do I know if my money transfer has been received?

You can got to track a transfer on the homepage at wu.com or on the Western Union app. Then type in the sender’s name and MTCN (Money Transfer Control Number). We will then update you on the latest status of your money transfer. Check your money transfer status now.

You can also call the Western Union Customer Care  number at +65 6336 2000, for English and Chinese (Mandarin only from 8 am to 12 am) , or send an email to SingaporeEnglish.customer@westernunion.com (if you need support in English) or to SingaporeMandarin.customer@westernunion.com for Chinese speakers.

How do I pick up a money transfer?

You can pick up the money at any Western Union agent location. You’ll need to provide the following information:

  • Your name and address.
  • Your sender’s full name.
  • The country where the money was sent from.
  • The exact amount that was sent.
  • The tracking number (MTCN – Money Transfer Control Number)

Acceptable IDs are also required.

For more information, you can contact the nearest Western Union agent as well as our Western Union Customer Care number at +65 6336 2000, for English and Chinese (Mandarin only from 8 am to 12 am) , or send an email to SingaporeEnglish.customer@westernunion.com (if you need support in English) or to SingaporeMandarin.customer@westernunion.com for Chinese speakers.

How does a Western Union agent pay out the money transfer?

Money transfers will generally be paid in cash, as well as directly to a receiver’s bank account or mobile phone if the service is available.

Other restrictions may apply. Please contact a Western Union agent to get more information about restrictions or you can call the Western Union Customer Care number at +65 6336 2000, for English and Chinese (Mandarin only from 8 am to 12 am) , or send an email to SingaporeEnglish.customer@westernunion.com (if you need support in English) or to SingaporeMandarin.customer@westernunion.com for Chinese speakers.

How much does it cost to receive money?

All fees are paid by the sender. Receiving money is free of charge.

Western Union values its business and takes pride in delivering your funds in the quickest and most reliable way possible. However, it is important that you protect yourself from fraudsters who are out to get your money.

Below are some frequently asked questions about fraud. For more information, please visit the Fraud awareness section here.

Are there common fraud scenarios that I should be aware of and things I shouldn’t send my money for?

Yes. Only use Western Union to send money to friends and family. Never send money to someone you have not met in person. Scammers sometimes encourage people to transfer money. Do not transfer money to anyone who asks you to send them money:

  • For an emergency situation you haven’t confirmed.
  • For an online purchase.
  • For anti-virus protection.
  • For a deposit or payment on a rental property.
  • To claim lottery or prize winnings.
  • To pay taxes.
  • For a donation to charity.
  • For a mystery shopping assignment.
  • For a job opportunity.
  • For a credit card or loan fee.
  • To resolve an immigration matter.

If you transfer money, the person you’re sending it to gets the money quickly. After the money is paid, Western Union may not be able to give you a refund, even if you are the victim of fraud, except under limited circumstances.

Someone claiming to be from Western Union e-mailed me. What should I do?

If you receive an email from anyone claiming to be from Western Union and you are unsure about it, do not click on any links in the mail. This may be a “phishing” attempt to acquire sensitive information from you. Instead, immediately forward the suspicious mail to SingaporeEnglish.customer@westernunion.com (if you need support in English) or to SingaporeMandarin.customer@westernunion.com for Chinese speakers.

Western Union will never send you e-mails to ask for your user ID, password, or credit card details.

What is a Test Question? When is it used?

In some countries, senders are asked to provide a ‘Test Question’ and its answer when they initiate the transfer.  In cases where a ‘Test Question’ was provided by the sender, the receiver may be required to give the answer when picking up the funds.  The ‘Test Question’ feature is designed for emergency situations where the receiver still needs to provide proper identification. It should never be used as additional security or to delay payment. In many places, we’ll pay the receiver whenever the receiver shows proper identification, even if he/she does not know the answer to the question. Test question is not available for payout in Singapore.

Can the Test Question feature secure my funds or delay payment of a transaction?

The ‘Test Question’ feature is designed for emergency situations where the receiver still needs to provide proper identification. It should never be used as additional security or to delay payment. In many places, we’ll pay the receiver whenever the receiver shows proper identification, even if he/she does not know the answer to the question. Test question is not available for payout in Singapore.

What can I do if I suspect fraud or am a victim of fraud?

You should contact the Western Union Fraud Hotline at +65 6336 2000 immediately for assistance with a transaction that you believe was sent for fraud. You should also file a report with your local law enforcement.

You should also contact your government’s Office of Consumer Affairs and police station if you are uncertain or suspicious of a telephone, mail, or e-mail solicitation.

What additional tips should I keep in mind?
  • Always make sure you know who you are sending money to.
  • Discontinue a call if a caller coaches you to respond to questions asked by Western Union.
  • Security is everyone’s responsibility. Stay informed. Keep abreast of new fraud trends.
  • Remember, if it seems too-good-to-be-true, it probably is.
  • For more information about how to protect yourself from fraud, click here.
What are Western Union® agent locations?

Western Union agent locations are independent businesses that provide money transfer services to their customers on behalf of Western Union. They are our representatives in the different countries you need to send or receive money, they may be banks, post offices, supermarkets, grocery stores, check cashers, mailbox centers, drug stores, travel agencies, depots, airports, train and bus stations, currency exchange offices and other retailers.

How can I find a nearby Western Union® agent location?

Use this link to find an agent location near you.

How do I send money from a Western Union® agent location?

You’ll need to provide a valid identification document, transaction details, and pay the agent the amount you want to send, plus fees, in cash.

Which transfer service is offered at Western Union® agent locations?

Western Union agent locations offer the ability to send and receive money around the world using cash.

How much money can I send from a Western Union® agent location?

You can usually send up to 3,000 SGD. However, for certain amounts and transfers, you may be required to provide additional information or documentation as follows:

A National Registration Identity Card (NRIC) or a driver’s licence. If you are a foreigner in Singapore, you will need to present a Foreign Identity Number (FIN), a work permit issued in Singapore or an international passport  for sending money at a Western Union agent location.

Acceptable IDs are subject to the Central Bank of Singapore rules and regulations.

How do I register online using the Western Union app or wu.com in Singapore?

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

  1. Enter an email or phone number. You will instantly receive a confirmation link on your email or confirmation code on your mobile phone.
  2. Enter your name and surname, residential address, phone number, date and country of birth, nationality and gender.
  3. Agree with our privacy statement and terms and condition of the service, and join My WU loyalty program if you want to.
  4. Identify yourself. For your identification you may choose between two options: “Video chat” or “Based on previous in-store records” in the ID verification page.
  5. After choosing the identification option, please enter your ID type, number, issuer, issue date and expiration date for one of the following documents: a valid National Registration Identity Card (NRIC) or a driver’s licence. If you are a foreigner in Singapore, you will need to present a Foreign Identity Number (FIN), a work permit issued in Singapore or an international passport  .
  6. After successfully completing an identification process you will receive a profile confirmation email and will be able to send money online right away.

If you have any questions while registering, please call the Western Union Customer Care number at +65 6336 2000, for English and Chinese (Mandarin only from 8 am to 12 am) , or send an  email to SingaporeEnglish.customer@westernunion.com (if you need support in English) or to SingaporeMandarin.customer@westernunion.com for Chinese speakers.

How do I provide my ID?

While creating your online profile you will be asked to enter your ID type, number, issuer, issue date and expiration date. Please make sure you have a valid National Registration Identity Card (NRIC) or a driver’s licence. If you are a foreigner in Singapore, you will need to present a Foreign Identity Number (FIN), a work permit issued in Singapore or an international passport

For the “Video chat” option, you will be asked to show the front and the back side of your ID. Verification takes just a few minutes.

For the “Based on previous in-store records” option, you will be requested to enter the same information on the ID you used for sending money in-person at an agent location. Verification is instant.

If your ID has expired, you will be asked to verify your ID again using the video identification option. If video identification is not available due to operating hours, then you may visit the nearest agent location and send money in person.

Does it cost anything to register for online services?

No, it’s free to register.

Who can register and send money online?

Anyone who meets the following conditions can use our online services:

  • Individuals must have a valid National Registration Identity Card (NRIC) or a driver’s licence. If you are a foreigner in Singapore, you will need to present a Foreign Identity Number (FIN), a work permit issued in Singapore or an international passport .
  • Must be of at least 18 years old.
  • 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 credit or debit card, or a bank account in Singapore.
How many times can I register?

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

How can I change or update my Western Union profile?

You can change or update your Western Union profile information from the “Profile overview” tab after you log in on www.westernunion.com.

After your identity is verified you cannot change your name, surname, date of birth and nationality. If you require to change this information after your identity is verified, please contact our Western Union Customer Care  number at +65 6336 2000, for English and Chinese (Mandarin only from 8 am to 12 am), or send an  email to SingaporeEnglish.customer@westernunion.com (if you need support in English) or to SingaporeMandarin.customer@westernunion.com for Chinese speakers.

What do I do if I forgot my User ID / login password/ or repeatedly entered incorrect details?

Your User ID is your email address.

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

If you repeatedly entered incorrect details or your profile is locked, please try log in to your profile in 30 minutes. You can also contact our Western Union Customer Care  number at +65 6336 2000, for English and Chinese (Mandarin only from 8 am to 12 am), or send an  email to SingaporeEnglish.customer@westernunion.com (if you need support in English) or to SingaporeMandarin.customer@westernunion.com for Chinese speakers.

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

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.

How can I cancel my Western Union online profile?

Please contact our Western Union Customer Care  number at +65 6336 2000, for English and Chinese (Mandarin only from 8 am to 12 am), or send an  email to SingaporeEnglish.customer@westernunion.com (if you need support in English) or to SingaporeMandarin.customer@westernunion.com for Chinese speakers.

How can I reset password using my phone number?

On the ‘Forgot password’ page, provide your registered mobile number and request for a security code. Enter the 4-digit security code that you’ll receive on your mobile number, answer a quick security question, and you’ll be able to create a new password.

I didn’t receive a security code when I tried resetting the password. What should I do?

There may be a technical error or a network issue due to which you didn’t receive a security code. In such case, you can still reset your password using the password reset link sent to your registered email ID.

Why am I not able to change the country code on forgot password page?

Currently, the security code can be requested only on a Singapore mobile number. If your registered mobile number is from a different country, we suggest you reset password using the password reset link sent to your registered email ID.

Why am I getting an error when I request a security code on my phone number? How to reset password with a phone number in such case?

It’s possible that your phone number is associated with multiple profiles due to which you are getting an error. For security reasons, you cannot reset password with a phone number associated with multiple profiles. In this case, we suggest you reset password using the password reset link sent to your registered email ID. You can update a new phone number by visiting your profile and can reset password with this new number in the future, if required.

Why do I have to answer a security question?

The security question adds an extra layer of protection to your profile. This question is used to verify your identity to help protect you against an unauthorized user gaining access to your profile.

My registered phone number is not a mobile number. How can I use this number to reset the password?

Your registered phone number needs to be a mobile number to receive the security code for resetting the password. In such case, we suggest you reset your password using the password reset link sent to your registered email ID.

Western Union continues to monitor the COVID-19 (Coronavirus) developments closely. Our primary concern is the safety of our customers and employees, as well as the well-being of those impacted. Here, you can find answers to questions that you might have about how our services may change during this time. We will keep this information updated as the situation develops.

Is Western Union open for business?
  • Yes, we continue to serve our customers and operate globally. Given the current situation, we encourage those in affected areas to send or receive money using our mobile app, or westernunion.com.
  • Please note that our agent locations in areas with a high concentration of COVID-19 outbreaks may close their businesses temporarily or may have updated operating hours. Be sure to check our agent locator for current hours of operation. You should also consider calling before visiting to confirm availability of services and open hours.
I cannot pick up my money transfer because no agent locations are open due to COVID-19.

We are sorry for the inconvenience. Given the ever-changing situation, we recommend those experiencing local restrictions due to COVID-19 visit westernunion.com or use our mobile app to send transfers for payout directly to a bank account or a digital wallet.

If I can’t pick up my money transfer, what will happen to my money?

Your transfer will be available for 30 days. After this time, your sender will have to contact our Customer Care to restart the transfer or cancel the transfer for refund.

Can I authorize someone to pick up money for me if I can’t leave my home?

For security reasons, only the designated receiver can pick up a transfer. However, you can ask your sender to contact our Customer Care to cancel that transfer and start a new one. Your sender can then transfer money online directly to a bank account or a mobile wallet, if available.

What can I do to protect myself from fraud?

Please be aware of the risk of fraud and phishing, especially during this time, and take extra caution when sending money:

  • Don’t send money for loan or credit card fees, customs, or shipping fees.
  • Don’t send money to someone you haven’t met in person.
  • Be suspicious of businesses without a verified street address.
  • Don’t pay for an item or service with a money transfer to an individual.
  • Be suspicious about transferring money for charity and ask a representative for an ID.
  • Think twice before sharing your financial information.

Please visit our Fraud awareness page to learn more and check current Coronavirus-related online scams.

Is it true that paper money can spread Coronavirus?

We have no reason to believe that banknotes are more likely to spread viruses like Coronavirus than any other surface. The guidance from the World Health Organization remains that basic hygiene is the best possible defense against Coronavirus.

Is there any charitable cause that I can participate in via Western Union?

Western Union and the Western Union Foundation launched a  $1M USD global appeal and is accepting donations through May 15th Western Union and the Western Union Foundation will match up to $500,000 USD in donations to go toward supplies, equipment, and frontline medical aid. Donate here.

What is Western Union doing to support customers during this time?
  • Our goal is to keep our digital and retail services operational across the world, while abiding by local regulations and guidelines.
  • We are constantly improving our services, such as adding new ways to speed up the ID verification process and offering a home delivery feature in some countries.
  • Given the ever-changing situation, we recommend those experiencing local restrictions due to COVID-19 visit westernunion.com or use our mobile app to send transfers for payout directly to a bank account or a digital wallet. This service is currently available in more than 100 countries.
What is online ID verification?

Online ID verification is a process we follow to verify our customers’ identity. After you’ve registered your Western Union profile, you can choose to verify your identity through Online ID verification by

  • Uploading your valid ID document and your selfie.
  • Through Myinfo, or through a prior retail transaction

After your profile is successfully verified, you will be able to start sending money.

How do I verify my profile through online ID verification?

1.Fill in the online registration form and provide us the following information:

  • Full name
  • Full address in Singapore
  • Phone number
  • Email address
  • Country of birth
  • Date of birth
  • Government-issued national ID card details
  • Gender
  • Occupation
  • Nationality

2.Online ID verification

Enter the following details:

  • The issue date, expiration date (if applicable), and the issue country of your government-issued national ID card. If you’ve sent money at a Western Union location before, please provide the same ID used most recently, to get verified quickly.
  • For Myinfo, follow the instructions on the screen
  • Make sure your ID is not expired.
  • Wait for a few seconds to verify your ID details.

If you are uploading an ID, follow the below instructions

  • Take a picture of the front and back of your government-issued ID.
  • Take your selfie using your smartphone’s camera or a webcam within the margins shown on the screen and keep your face still to get a clear image. (Follow the onscreen instructions.)
  • After uploading the ID document and your selfie, wait for a few seconds for the system to perform the necessary checks.
Which documents are accepted for verification using online ID verification?

The following documents are accepted for Singapore.

  • Driving license
  • National ID
  • Passport
  • Residence permit
  • Work permit
How long does it take to verify my profile information?

It may take up to 24 hours to verify your profile information. Please contact Customer Care if you face any issues issue getting your profile verified.

Why was my online ID verification rejected?

Your online ID verification may be rejected due to any of the following reasons:

  • Your selfie is not clear or is blurred.
  • The information in your documents does not match the information you entered to create your profile.
  • Your ID is not valid.
How can I get verified if my online ID verification is rejected?

You can get verified through physical verification at our agent locations.

How can I ensure a successful online ID verification?

To ensure a successful online ID verification, it is important that you submit a clear photo of yourself for verification. You must also submit a clear photo of your valid ID.

Here are some tips to capture a clear selfie:

  • Do not wear a cap, hat, glasses, or a scarf that may cover your face.
  • Pick a spot where light will fall on your face and not behind you. Otherwise, the image may appear dark.
  • Follow the instructions on screen while taking the selfie
  • Make sure your whole face is visible within the margins shown on the screen.
  • For best results, follow the onscreen instructions while taking your selfie.
Why am I not able to scan my ID and take a selfie?

This may be due to a technical error. Please log out from your profile and log in again to retry scanning your ID and taking your selfie.

How much can I send online after my profile is verified?

After your profile is verified, you can send up to 5000 SGD per transfer.