Frequently Asked Questions

• We’re verifying your identity.
• We are double-checking a few other details.
• Your bank is reviewing your transfer.
• We’re waiting for more information from you.

• Your receiver’s name as it appears on their government-issued ID.
• Your and your receiver’s bank, credit or debit card, or wallet details.
• Your contact details such as phone number and email address.
• Your ID details.

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

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 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.

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.

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. 

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.

• We couldn’t confirm your identity from the information you provided.
• You sent money to a business account instead of a personal account.
• There was insufficient funds in your bank account, debit card, or credit card.
• There was a 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.

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

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).