Frequently Asked Questions

Generally, you can choose how your receiver will get the money. These are some of the common 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.

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

• Your passport
• Your EU national ID
• Your French residence permit or extension document
• Your French Asylum seeker resident permit¹
• Your travel documents if you are Stateless

¹ You can use it to send up to 500 EUR.

To send more than 1000 EUR from France, you will need to verify your identity online. Once verified, you can send up to 5000 EUR every 3 days.

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 location.

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

Delivered: The 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 a cancellation from our end. Money is usually refunded with 5-7 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.

For bank transfers, see the estimated date provided on your money transfer receipt. 

• If you’ve sent money in person, you can see this date on your paper receipt.
• If you’ve sent money from our website or the Western Union app, you can find the date in your confirmation email. 
• If the money transfer was sent at a retail location and the sender opted to receive SMS messages, the sender will receive an SMS message when the money transfer is sent to the bank.

On the estimated delivery date, the receiver can check with their bank if they have received the money. 

If you see an error while using our website or the Western Union app, please take note of the error code and, if possible, capture a screenshot of the error.

You can then send the information to Customer Care. Please also include:

• If you’re a registered user, your name (as in your profile).
• If you’re not a registered user, your full name (as on your government-issued ID).
• Your email address.
• Your phone number.
• The error code and screenshot.
• A brief description of the problem.

If your money transfer is delayed, we’ll contact you using the information you’ve provided during your transfer.

If you’ve sent a money transfer, you can check the status any time on our website or the Western Union app.

Follow these steps to check the status:

1. Log into your profile.
2. Select Track a transfer and enter your tracking number (MTCN).
3. If you’re logged into our app, you can check the status on the History page.

Your receiver can also check the transfer status if they have the MTCN.

Important: Please make sure you’re sharing the MTCN only with your receiver and nobody else.

Western Union doesn’t send notifications to receivers. Senders can share their tracking number (MTCN) with the receiver to check the status of a money transfer using the MTCN.

The sender should inform the receiver about the pickup process, including identity verification.

Note: Please do not share the tracking number with anybody other than your receiver.

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 in your transfer History page.

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

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.

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

When your money transfer has been picked up by the receiver or deposited into an account, we will contact you in the following ways:

• Email: If you’ve sent money using our website or the Western Union app, you will receive a pickup notification via email.
• SMS: If you’ve sent money at one of our agent locations and have selected SMS notifications, we will send you a pickup notification via SMS message to the phone number you provided.

Note: If you have provided a landline number, please add your mobile phone number to your profile so we can send you an SMS.

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.

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

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).

You can check the status of your transfer at any time on westernunion.com or on our Western Union app:

1. Go to our website or app.
2. Select Track a transfer and enter your tracking number (MTCN).
3. If you’re already logged into the app, you can check the status on the History page.
4. If you’ve sent money in person, you can use the Track a transfer service with your tracking number (MTCN).

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.

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 document
• The amount to receive

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.
• 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 for a transfer, we’ll refund you the money within 5-7 business days.

Sometimes we might need additional information to verify your Western Union profile or transfer details. When needed, we may reach out to you via a phone call, SMS, or email.

You can send us any of the following documents:

• Your passport
• Your EU national ID card
• Your French residence permit or extension document
• Your French Asylum seeker resident permit
• Your travel documents if you are Stateless

Note:

• You must send a copy of both the front and the back of your ID document.
• Your information must be clearly visible and match that on your Western Union profile.
• Your signature on your identity document must be visible.