Frequently Asked Questions

Registration and profile settings

How do I sign up for the wallet?

To sign up for the Western Union wallet, simply download the wallet app and click on Sign up for wallet. You’ll need to enter the following details as they appear in your government-issued ID: 
  • Your first and last name
  • Your social Security Number or Individual Taxpayer Identification Number (ITIN)
  • Your date of birth
  • Your address.  
You may also need to verify your identity with one of the following:  
  • Passport
  • Driver’s license
  • National ID
  • Instituto Federal Electoral (Mexico)
  • Matricula Consular (Mexico). 

What if I am unable to complete the registration and identity verification process? 

If you cannot complete the registration and identity verification, you may be asked to provide additional information, documents or speak with a Customer Care representative. In some cases, we may be unable to open an account for you. 

I have another question or concern that is not addressed here 

For questions or concerns not addressed here, you may need reach out to our help center by calling our customer support line on 1-800-325-6000, online chat, in-app messages within your wallet, by mail at P.O. Box 6036, Englewood, CO 80155, or visit www.WesternUnion.com. 

How many cards can I add to my profile for the purpose of topping up my account? 

You can add up to 5 credit and/or debit cards to your profile to add money to your wallet.

Are there any fees associated with the wallet? 

To get detailed information about any fees associated with the wallet, go to the Wallet Terms and Conditions and the Cardholder Agreement.

How do I update my email address in my profile?

To update your email address, follow the steps below:
  1. Log into the app.
  2. Select Menu at the bottom of the screen.
  3. Select your name to access your profile.
  4. In Profile, select Personal Details.
  5. Next to the E-mail field, select the Pencil icon.  A 6-digit code will be sent to your phone number.
  6. Enter the 6-digit code you received by SMS.
  7. Enter your new email address.  A 6-digit code will be sent to your new email.
  8. Enter the 6-digit code to verify your email. 
If the code you enter is correct, you will see a message on the screen confirming your email was successfully changed. Select Close to exit the screen.

How do I update my postal address and phone number?

Follow these steps to update your postal address and phone number:

On our website or the Western Union mobile app:

  1. Log in to your profile.
  2. Select your name from the menu at the top. 
  3. Enter your new postal address and phone number. 
  4. Select Save or Update to confirm the changes.

How do I log in?

To log into your Western Union Wallet, please follow the steps below: 
  1. Open your wallet app.
  2. Enter the email and password you used to register.
  3. Select  Log in.

 

How do I register with Western Union?

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.

How do I delete my profile?

We’re sorry to see you go. Please note that you will lose your existing MyWU points (if any) by taking this step and your complete transfer history will be erased. To delete your profile, contact our Customer Care. 

How do I track my transfer?

To know about your transfer, go to Track a transfer and enter your 10-digit tracking number (MTCN).

Don’t have your MTCN? You can still track your transfer status in these easy steps:

  1. Go to Track a transfer and select Track a transfer without MTCN.
  2. Choose if you’re the sender or the receiver.
  3. Enter Sender’s phone number or Sender’s and receiver’s names.
  4. Choose the receive country and enter the approximate amount sent.
  5. Enter the date of money transfer if you know it and select Track it.

How do I add my debit card, credit card1 or a bank account? 

To add a new payment method, please follow the steps below:  

  1. Log into your profile.
  2. Go to the Payment preferences section.
  3. Select Add new credit or debit card. To add a bank account, choose Bank accounts and log into your bank account online.
  4. Enter your card or bank account information and select Save. 

On our mobile app:  

  1. Log into your profile.
  2. Select Profile from the menu.
  3. Select Payment options.
  4. Add a new debit card, credit card, or a new bank account. 

1 Credit card issuer may charge an additional fee and other associated interest charges. Use a debit card to avoid these charges. 

 

How do I change or reset my password?

To change your password, please do the following:

  1. Log into our app.
  2. Select your name or initials at the top right to go to your Profile.
  3. Go to Update your password and enter a new password.
  4. Select Save new password.

Alternatively, you can reset your profile password by selecting Forgot password? when logging in.