Frequently Asked Questions

Registration is required for most of our services and you can easily register via the Western Union app or on WU.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, and mobile phone number.

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

Registration is free of charge.

Anyone who meets the following conditions can use our international money transfer service:

• Only Hong Kong nationals or residents can register for the www.westernunion.com service in Hong Kong.
• Individuals must be of at least 18 years of age on the date of application.
• Must accept the Terms and conditions of using this service.
• Must have a valid residential address in Hong Kong.
• Must have a valid email address.
• Must have a valid phone number.
• You must have either a valid card issued in Hong Kong, Tap & Go mobile wallet or a local bank account to fund the transfer online.
• If you are sending above 7,500 HKD, we will need to verify your identity. You must have an acceptable ID document such as Hong Kong national identity card, valid passport⁷ or other travel related documents (Macau Permanent Resident Identity Card, Mainland Travel Permit for Taiwan residents, Seaman’s identity document, Permit for residents for Macau, Exit-Entry Permit for traveling to and from Hong Kong and Macau) along with a supporting document for the proof of your address.
• As part of the verification, your ID details and proof of address submitted to us must match the details stated in your WU profile.
• We accept the below mentioned type of documents as a proof of address. Your proof of address should be dated within 3 months.
  • Utilities / Electricity bill
  • Water bill
  • Cable/TV bill
  • Home/Mobile phone bill
  • Natural gas bill
• If you do not have any of the above documents as your proof of address, you may upload an additional official government-issued ID that is different from the primary ID document.

This will be subjected to our approval. In certain cases, Western Union may refuse the registration.

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

You can register and send up to 7,500 HKD without verifying your identity. However, when you send money at an agent location, please keep a valid photo ID handy as some agents might ask for it.

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.

You can change your password on the Profile Overview page after your log in. Select Edit profile from the menu on the right to change your password. You will be asked to enter the old password before choosing a new one.

If you wish to cancel or delete your profile, please contact us.

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 Hong Kong 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.