Frequently Asked Questions

Refunds typically take up to 10 business days from the date they are completed.

You can cancel a money transfer only if it has not been picked up by your receiver. If you sent money to a bank account, you can cancel it if the transfer has not been completed by your receiver’s bank.

To request a refund, please call Customer Care, or if you sent the money in person, return to the agent location.

* The amount of money refunded (amount sent and/or transfer fees) depends on the service chosen and reason for cancelation. If you have questions regarding the amount to be refunded, contact Customer Care. Please also see our Terms and Conditions for more information.

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

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

1. Go to Track a Transfer and select Don’t know the MTCN?
2. Enter Sender’s phone number or Sender and receiver’s names.  
3. Enter the date of the money transfer and select Continue.

While we try our best to make every transfer seamless, sometimes it might be put on hold or can get delayed. It could be because of the following:

• We’re verifying your identity. We may contact you if necessary.
• We are double-checking a few other details. We may contact you if necessary.
• Your bank is reviewing your transfer.

For a better transfer experience going forward, please provide the following accurately:

• Your name and your receiver’s name
• Your bank details
• Your contact details
• Your ID details

Refunds are done in the original form of payment and within 5-7 business days from the date they are processed. You’ll be notified when your refund is credited to your bank account, credit, or debit card or when it is ready for pickup.

Please note: To pick up your refund, you’ll need to visit one of our agent locations with your government-issued ID and tracking number (MTCN).

We’re sorry for the inconvenience caused. Your transfer may have been cancelled because of one of the following:

• We couldn’t confirm your identity from the information you provided.
• You sent money to a business account¹ instead of a personal account.
• Insufficient funds in your bank account, debit card, or credit card.
• The technical issue at your bank’s end.
• You provided incorrect receiver’s details, including bank details and name.
• Your receiver didn’t pick up the money within 42 days.

¹To make a transfer to a business account, you’ll need to add your merchant details on the receiver’s page.

Once your transfer is cancelled, you can always start a new one.

Please note: In case you were charged, we’ll refund you the money within 7 business days.

Sometimes it takes us longer than usual to process your transfer because we need to double-check a few details.

If necessary, we’ll reach out to you. Otherwise, no further action is needed. We’ll notify you when your transfer status has changed.

If your transfer status shows In Progress for more than 48 hours, please contact us.

In Progress: Your transfer has been processed, and your money is on its way.

Available: Your transfer is ready for pickup. Your receiver needs to visit an agent location with their government-issued ID and tracking number (MTCN).

Received: The money has been picked up by your receiver at an agent’s location.

Paid:  The transfer is complete, and the money has been credited to your receiver’s mobile wallet or bank account.

Delivered: The online transfer is complete, and the money has been credited to your receiver’s bank account.

On hold: It’s taking us longer than usual because we are verifying a few things.

Cancelled: Reasons can be self-cancellation or cancellation from our end. Money is usually refunded within 7 business days.

Refunded: Your money has been refunded in your original form of payment.

Your transfer status is typically updated within 2 hours.

If you have any questions about your transfer status, send us a query.

Your receiver can pick up the money at any of our agent locations. They’ll simply need to show the following:

• The tracking number (MTCN)
• A valid identity proof
• The amount to receive

Your transfer is complete when your receiver picks up the money from an agent’s location or when the transfer amount is credited to your receiver’s bank account, credit or debit card, or mobile wallet.

For quick resends, access to your transfer history, and other benefits, we suggest you sign up with westernunion.com or download our app if you haven’t done so already.

We need to double-check a few details before we send your transfer. This is a standard process and sometimes takes longer than usual.

If necessary, we’ll reach out to you. Otherwise, no further action is needed.

For online transfers, we’ll notify you when your transfer status has changed. For transfers at agent locations, you’ll need to check your transfer status after some time for any updates.

In case your transfer status shows In Progress for more than 48 hours, contact us.

A Money transfer control number (MTCN) is a unique 10-digit tracking number assigned to your transfer. The MTCN or the tracking number can be used to track your transfer in just a few minutes.

You can find the MTCN on your transfer receipt. You can also find it on your transfer History page.

Please do not share your MTCN with anyone except your receiver or a Western Union representative.

You can pick up your money transfer at any nearby agent location with one of the following:

• Your passport
• Your national identification card
• Your resident permit¹
• Your travel documents

¹Aufenthaltsgestattung and Aufenthaltstitel are not acceptable. `

It may take a few minutes¹ or up to 2 business days for your transfer to be ready for pick up at an agent location or credited to your receiver’s wallet, bank account, or credit or debit card.

¹The duration may depend on the receiving country, the service you chose, and the transfer amount.

Generally, you can choose how your receiver will get the money. These are some of the standard receive methods:

• In cash at an agent location.
• Online to their bank account, credit/debit card, or mobile wallet.

Please note: The receive method may vary depending on your receiving country and the send method selected by you.