Frequently Asked Questions

Before you can pick up the money, you’ll receive a SMS, an email or a phone call from the agent so you can choose to register at a physical location or via online registration.

Here’s what you’ll need to provide for registration:

• Your full name as it appears on your government-issued ID.
• Name on the bank account.
• Bank name.
• Bank code.
• Branch name.
• Branch code.
• Bank account number.
• The currency on your bank account needs to be in JMD.
• TRN number (TaxID).
• Government-issued ID, ID type, and expiration.
• Country of birth.
• Date of birth.
• Phone number (home and mobile).
• Home address (street, city/town, or parish).
• Occupation.
• Place of work (if homemaker or unemployed, this is not required).
• Your email address.

Please note that GraceKennedy will complete the verification required to make sure the receiver owns the given bank account. The verification process may take up to 2 business days and may be cancelled within 8 days if your registration is not complete.

No, it’s free to register. You can register here. It only takes a minute

Follow the steps below to update your email address:

1. Log into your profile.
2. Enter the new email address and select Save to confirm the changes.
3. Verify your email address.
4. Select continue.

After you’ve successfully updated your email address, use the new email address to log into your Western Union profile. 

Note: The option to update your email address is not yet available on the mobile app.

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 into 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.

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

On our website: 

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.

To log into your Western Union profile, please follow the steps below:

1. Select Log in.
2. Enter your registered email address and password.
3. Choose Continue or Log in to proceed. 

If you forget your password, you can reset it by choosing Forgot password.

Follow the steps below to change your password:  

1. Log into your profile. 
2. Choose Reset password.
3. Enter the new password and select Save.

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.

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.

1. On the website, log into your Western Union profile.
2. Click the Menu icon and select Settings from the dropdown.
3. In the Information sharing section, select the check box.
4. Select Save changes.

Receiving money to your bank account in China

If you’re the receiver, you may need to complete a one-time registration before you can receive money.

If you need to register, you will be contacted within 24 hours by us at the number provided by your sender.

To register and confirm your identity, you will need:

• The tracking number (MTCN)
• To confirm your bank card number
• To confirm your Chinese name as it appears on your government-issued ID.
• Your government-issued ID.

If the receiver cannot be contacted within 3 days, we will not be able to complete the transfer, and the sender will be issued a refund.

You can also contact Western Union Customer Care to provide your identity information.

Registering to receive transfers in Colombia

Send this content by email

The Government of Colombia will require you to register if you receive a transfer in Colombia that exceeds its cash and frequency limits.

If you know you need to register, you can call Western Union’s Colombian partner, Giros y Finanzas, at any of the numbers below.

You can also wait for Giros y Finanzas to call you. They will try to contact you up to 3 times in the 15 days after we send the money. If Giros y Finanzas cannot reach you after 3 tries, we will cancel the transfer and refund the sender.

Giros y Finanzas contact numbers in Colombia (country code 57):

• National office: 018000 111 999
• Cali: (2) 518 48 00
• Bogotá: (1) 635 35 60
• Medellín: (4) 511 51 51
• Barranquilla: (5) 368 79 96
• Pereira: (6) 335 16 11

Giros y Finanzas contact numbers outside Colombia:

• Miami (USA): 1 (786) 206 6144
• Montreal (Canadá): 1 (514) 448 1874
• Panamá: 507 833 9275

Giros y Finanzas office hours of operation, Colombia Time (COT) (UTC -5):

• Monday to Friday: 7:00 am – 9:00 pm
• Saturday, Sunday, and holidays: 8:00 am – 8:00 pm

Giros y Finanzas may ask you to provide the following:

• Your full name (first name, middle name, paternal name, and maternal name)
• Your date of birth
• The country and city where you were born
• The city you live in
• Your address, phone/cell numbers, and email address
• Your occupation

^ Return to top

Receiving money in Argentina

If you receive a money transfer in Argentina, you need to complete a one-time registration within 90 days of getting it.

Also, if you receive 2 additional transfers within that 90-day period (a total of 3 transfers), you will need to register before you can pick up the third transfer.

To get you registered, we will contact you within 24 hours of the transfer at the number provided by your sender. You will be asked to provide additional identifying information on an online form used for registering transfers.