Frequently Asked Questions

To register, you need to either download the Western Union app or go to westernunion.com. After that, complete the profile registration by following these steps:

1. Enter your mobile number, email address, and password.
2. Complete multi-factor authentication (MFA) by verifying the code (OTP or one-time password) sent via email, SMS, or WhatsApp.
3. Select your recipient’s country, the amount you want to send, the delivery method, and the payment method.
4. Enter your recipient’s personal information, such as name, email address, phone number, purpose of transfer, and source of funds.
5. Select an identification option (Singpass or Manual) to continue your profile registration.
6. If you choose the Manual option, you’ll need to:

• Provide your personal details, such as your name, date of birth, gender, address, country, and nationality.
• Agree to the Privacy Statement and Terms and Conditions.
• Select an identification document and complete your online verification (e-KYC).
• Upload or scan documents such as your valid National Registration Identity Card (NRIC), driver’s license, work permit issued in Singapore, residence permit, or international passport.
• Upload your selfie.

7. If you choose the Singpass option, you’ll be redirected to the Singpass website, where you’ll need to log in and provide consent. Once you provide consent, you’ll be redirected back to the Western Union website or app, and your details will be automatically filled in.
8. Enter additional details like your relationship to the receiver, your occupation, and your annual income.

After successfully verifying your identity, you will receive a profile confirmation notification and be able to send money online.

If you have any questions or need help, call Customer Care at +65 6336 2000 or chat with us.

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

You can provide your ID while creating your online profile. During registration, you will be asked to select an identification option (Singpass or Manual) to complete your online verification (e-KYC).

If you choose the Manual option, you’ll need to upload or scan your ID document. Make sure you have a valid National Registration Identity Card (NRIC), driver’s license, work permit issued in Singapore, residence permit, or international passport. If you choose the Singpass option, you’ll need to log into the Singpass website and provide consent so that your details can be automatically filled in.

If your ID has expired, you will be asked to verify your identity again using a different identification document. If you are unable to verify your identity online, you may visit a nearby 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.