Frequently Asked Questions

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, contact Customer Care at +65 6336 2000 or chat with us.

Note: English and Mandarin Customer Care representatives are available from 8am to 12am

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.

No, it’s free to register.

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.

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

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 need to change your information after your identity is verified, contact Customer Care at +65 6336 2000 or chat with us.

Note: English and Mandarin Customer Care representatives are available from 8am to 12am

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.

For help, contact Customer Care at +65 6336 2000 for or chat with us.

Note: English and Mandarin Customer Care representatives are available from 8am to 12am.

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 Customer Care at +65 6336 2000 for or chat with us.

Note: English and Mandarin Customer Care representatives are available from 8am to 12am.

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.

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.

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.

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.

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.

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.