Frequently Asked Questions

Cards

What are the spending and deposit limits for the wallet and the Western Union Visa® Card?

To get detailed information about the spending and deposit limits on the card. 
Refer to the Wallet Terms and Conditions and the Cardholder Agreement.

What is the Western Union Visa® Card? ?

When you open a Western Union wallet, you will be issued a separate, but linked card account and a Western Union Visa Card (which accesses the card account). The card account will be linked to your wallet and when you use your Western Union Visa Card, funds will be transferred from your Western Union wallet to the card account to fund the card transaction.    
 With your Western Union Visa Card, you will be able to?shop?everywhere Visa debit cards are accepted (e.g., online or in store) and withdraw cash from supported ATMs.   
The separate, but linked, card account and the Western Union Visa Card are issued by Pathward®, National Association.

What is the difference between a virtual and physical Western Union card?

When you sign up for a Western Union wallet you will automatically receive a free* virtual Western Union Visa Card. Subject to applicable fees, physical cards are available on request at any time through App, or by contacting our customer care team.   
The cards are attached to a separate card account that is linked to your wallet and when you use your Western Union Visa Card, funds will be transferred from your Western Union wallet to the card account to fund the card transaction.    
The separate, but linked, card account and the Western Union Visa Card are issued by Pathward®, National Association. 
 * While this feature is free, other fees may be associated with the card and the wallet. See Terms and Conditions  for details

Can I add my card to Apple Pay and Google Pay?

Yes, you can add your card to Apple Pay and Google Pay. You’ll need to manually add the card to Apple Pay or Google Pay by typing the card credentials when prompted. 

How do I dispute a transaction on my wallet?

You must contact us immediately by phone at 1-800-325-6000, by mail at P.O. Box 6036, Englewood, CO 80155, or visit www.WesternUnion.com if you believe that  (i) there has been an unauthorized transaction from your Wallet or using your card,  (ii) your Western Union Wallet  login credentials or any other form of authentication or account access mechanism is compromised, or unauthorized access to wallet has occurred or may occur, or  (iii) or if you believe that your card has been lost or stolen,  
See Terms and Conditions for further details.  

How do I check my card transaction activity and available balance?

To check transaction activity from your wallet app: 
  1. Log into the Wallet app.
  2. On the home (Dashboard) screen, scroll down to the Activity section. 

Your most recent transactions will be displayed. 

Tap the transaction for which you want to obtain more details. 

Do virtual cards need PIN for purchases?

No, a PIN is only required for physical cards (for some in-store purchases or any ATM withdrawals). 
If you select debit when paying with your card in store, you will be prompted for your PIN.  

Can I use my card outside the U.S.?

Yes, your card will work in most countries outside of the US everywhere Visa debit cards are accepted. Each point-of-sale transaction will incur a 2% foreign transaction fee on the US dollar amount of the transaction. ATM transactions will incur the standard $2 fee, you may also be charged a fee by the ATM operator even if you do not complete a transaction.  

What should I do if my card is lost or stolen?

If you believe your card has been lost or stolen, you must do 2 things immediately: (i) freeze your card in the Wallet to prevent unauthorized use and (ii) contact Customer Service IMMEDIATELY by calling 1-800-325-6000, by mail at P.O. Box 6036, Englewood, CO 80155, or by visiting www.westernunion.com.  

To freeze your card: 

  1. Log into the Wallet app.
  2. Tap the wallet icon at the bottom of the screen.
  3. Tap Card.
  4. Tap Freeze Card.
  5. Tap Freeze to confirm the action.  

How do I get a physical Western Union Visa card?

To request a physical card: 
  1. Log into the Wallet app.
  2. Select Wallet at the bottom of the screen.
  3. On the My wallet screen, select Card.
  4. Scroll down and tap Get a physical card.
  5. Confirm your delivery address.
The address registered to the account will be displayed by default. 

If you want to receive the card at a different address, in the section For card delivery, select Edit, add the new address, and select Save and continue. 

Delivery to a different address is only available for accounts that completed the onboarding process.

     6. Select Continue.

     7. Choose the delivery method.

     8. Tap Order now.  

What happens when I freeze my card?

When you freeze your card, any attempts to use it for transactions will be temporarily blocked. This security feature ensures that if your card is lost or stolen, the possibility of unauthorized transactions will be minimized. To unfreeze your card, simply log in to the app or website and follow the instructions to reactivate it.  

How do I activate my physical card?

Activating your card is a breeze with our app. Here’s how to do it:

  1. Log into the app and navigate to the wallet tab then the card tab.  Scroll down to below the image of the card. It will say “Already received your physical card?”
  2. Below that, click on the link in yellow Activate it now. 
  3. Enter your card’s 16-digit number and the CVV.
  4. Hit Next, then choose a 4-digit PIN for your card.

How do I temporarily freeze my card?

To freeze your card: 

  1. Log into the Wallet app.
  2. Tap the wallet icon at the bottom of the screen.
  3. Tap Card.
  4. Tap Freeze Card.
  5. Tap Freeze to confirm the action. 

How do I set or reset my card PIN?

To reset the PIN: 
  1. Log into the app.
  2. Tap Card at the bottom of the screen.
  3. Tap Security settings.                                                                                                                                                 
  4. Tap Change PIN.
  5. Tap Reset PIN.