Frequently Asked Questions

What is a Money Transfer Control Number (MTCN) and where can I find it?

A money transfer control number (MTCN) is a unique 10-digit number assigned to your transfer. You can use the MTCN to track your transfer status.
You can find the MTCN on the receipt of your transfer or log into your profile and go to History, select a transfer to get the MTCN.
Never share your MTCN with anyone except your receiver or a Western Union representative.

How much can I send with Western Union?

To send more than 3,000 USD from the United States, you will need to verify your identity online or at an agent location. Once verified, you can send up to 50,000 USD. The sending limit may vary depending on the destination country and the service you choose.

What qualifies as a large amount money transfer?

An amount of over 15,000 USD is considered a large amount money transfer.

What information do I need to send money?

To send money with us, you may need to fill in certain information about yourself and your receiver, depending on which send/receive methods you choose.  If you already have a Western Union profile, you may have this information stored in that profile. If not, please keep this information handy when you send money online or visit a Western Union location.   To send or receive money with us through various methods, keep the following information ready. Please choose the method you will be using.

Website or mobile app transfers

  • Your Western Union log in information
  • Your credit or debit card information
  • Your receiver’s first and last name, as it appears on their government-issued ID
  • Your receiver’s country, and in some cases their full address

Start online, finish in the store

  • Your government-issued ID to be shown at the agent location.
  • Your cash or debit card to pay for the transfer amount and fees.
  • Your receiver’s first and last name, to be entered as it appears on their government-issued ID.
  • Your receiver’s country, and in some cases their full address.

Mobile wallet transfers

  • Your mobile phone number
  • Your receiver’s first and last name, as it appears on his /her government-issued ID
  • Your receiver’s country, and in some cases their full address
  • Your receiver’s mobile phone number

Bank account transfers

  • Your receiver’s first and last name, as it appears on their government-issued ID
  • Your receiver’s country, and in some cases*** their full address
  • Your receiver’s phone number
  • For a receiving bank located within the US, your receiver’s bank name, receiver’s bank routing number, and receiver’s account number
  • For a receiving bank located outside the US, your receiver’s International Bank Account Number (IBAN) and the receiving bank’s Bank Identifier Code (BIC or the receiving country equivalent)

Telephone money transfer

  • Your government-issued ID*
  • Your credit or debit card information
  • Your receiver’s first and last name, as it appears on their government-issued ID
  • Your receiver’s country, and in some cases their full address

You must be at least 18 years old with a valid, government-issued ID* to send or receive money with Western Union.

In certain jurisdictions you also have an option to create a test question for your receiver to ensure the security of your transfer. Your receiver will need to present an ID and answer the test question to receive the money.

How do I send money with Western Union?

Sending money with Western Union is easy. There are different ways you can send money to best suit your needs. Please note that you must be at least 18 years old to send or receive money with Western Union.

Send money on westernunion.com

  1. Log in to your Western Union® profile or register and verify one for free. Begin your money transfer by clicking ‘Send now’.
  2. Select the destination and how much you wish to send.
  3. Click on the payout method of your preference.
  4. Pay for your money transfer.
  5. Look out for a confirmation email containing a tracking number (MTCN).

Send money with the mobile app

  1. If you already have the Western Union® money transfer app, log in with Touch ID or your credentials. If you don’t have our app yet, simply download it on the Apple App Store or Google Play Store. New users can follow the steps to register a profile with your email address. You can verify your profile using your driver’s license, passport or government-issued ID.
  2. Start to transfer money with the app by entering the destination country and the amount you want to send.
  3. Choose the payout method that works for you based on your receiver’s country. Enter your receiver’s details.
  4. Pay for your money transfer via credit/debit card or with your bank account.
  5. We’ll provide a tracking number (MTCN). Share this with your receiver to track the funds.

Send money in person

If you prefer to send money in person, visit a Western Union agent location to send money using cash or, at some agent locations, a debit card.  To save time, you can start your money transfer online and then pay in cash at your preferred agent location, tell the agent you’ve started this money transfer on the app and pay for your money transfer.

Send money by phone

You can send money by phone by calling the Telephone Money Transfer hotline at 1-800-CALL-CASH, if you are sending money from the US to a receiver in the US. Your transfer fee will vary based on the options you choose.

What are the fees to send money?

You can find the transfer fee and applicable exchange rates of your transfers online with our price estimator tool.
You may also get special deals and other promotions by registering with our loyalty program  Western Union Rewards, to earn points once your profile is completed and on every qualifying transfer.

How can I pay for a money transfer?

You can pay for a money transfer in the US using a credit or debit card, or by making a bank transfer. You may also initiate your transfer using the mobile app and pay cash at participating  Agent locations.

Visit a Western Union Agent location to send money using cash or, in some cases, a debit card.

Which credit cards do you accept?

Western Union accepts Visa®, MasterCard®, and Discover® credit cards*.

*Card issuer cash advance fee and associated interest charges may apply.

What do I need to pick up my money transfer?

You can pick up your transfer from any of our agent locations. You just need to provide the following:

  • The tracking number (MTCN)
  • Your and your sender’s full name
  • The expected amount
  • Your government-issued ID
  • Sender’s country and state/city/province may be required
What are the acceptable documents to pick up a money transfer?

To pick up your money transfer, please bring one of the following:

  • Your US or international driver’s license
  • Your passport
  • Your State ID
  • Your Resident Alien ID
  • Your military ID
  • Your Instituto Federal Electoral
  • Your Consular Card
How can I find an agent location?

To find the nearest Agent location online, visit westernunion.com and click find locations at the top of the page.

You can also find Agent locations using our mobile app by tapping the More menu, then, Find locations.

When will my receiver get the money?

Depending on the delivery and payment methods you choose, money can be picked up in minutes* or within a few working days. Money Transfer delivery timelines are based on service type:

  • Money in Minutes service for pick up at an Agent location– generally delivered within minutes*.
  • Next Day service for pick up at an Agent location is generally available the next day*.
  • Direct to Bank deposit can take up to 7 business days, but could vary, depending on country.
  • Bill Payment may vary depending on the selected speed of delivery or the biller.
  • Mobile Money Transfer(transfer to a receiver’s mobile wallet) – generally delivered within minutes*.

To see if a money transfer is available for pickup, click Track transfer.

* Date available will be displayed on receipt for international transfers over $15 USD. Service and funds availability depends on certain factors including the Service selected, the selection of delayed delivery options, special terms applicable to each Service, amount sent, destination country, currency availability, regulatory issues, consumer protection issues, identification requirements, delivery restrictions, Agent location hours, and differences in time zones (collectively, “Restrictions”).

What can I do to help protect myself from fraud?

To learn more about how to protect yourself from fraud, visit our Fraud Awareness page and check out the Fraud Resource Center.

You can find educational videos and descriptions of common scams that you should be aware of.

How can I report fraud?

If you believe you’re a victim of fraud, call the Western Union Fraud Hotline at 1-800-448-1492. You can also forward any suspicious emails to spoof@westernunion.com.

Visit our Fraud Awareness page for more information.

How can I file complaint?

For information on filing a complaint, click  here.

How can I check the status of my money transfer?

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

How do I know if my transfer has been approved?

For online transfers, we’ll notify you when your transfer status has changed. For transfers made 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.
Sometimes, we need to confirm a few details before we send your transfer. This is a standard process, and it might take longer than usual.

Why is my money transfer on hold or delayed?

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

  • We’re verifying your identity.
  • We are confirming other details.
  • Your bank is reviewing your transfer.
  • We’re waiting for more information from you.
  • To avoid any further delay, you may contact us with your tracking number (MTCN).

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

  • Your receiver’s name as it appears on their government-issued ID.
  • Your and your receiver’s bank, credit or debit card, or mobile wallet details.
  • Your contact details such as phone number and email address.
  • Your ID details.
I registered but didn’t complete the verification process. What should I do?

On westernunion.com , follow these steps:

  1. Go to westernunion.com.
  2. In the center of the page, click Log in.
  3. Type username and password. You will be taken to the verification page.
  4. Select Resend verification email.
  5. Check your email and click Complete registration to be taken back to westernunion.com.

 

From the mobile app, follow these steps:

  1. Tap Log in.
  2. Type username and password. You will be taken to the verification page.
  3. Tap Resend email.
  4. Check your email and type the PIN to complete registration.
My profile is locked, what should I do?

On westernunion.com , click Forgot password from the Log In page.

On the mobile app, click Forgot Password and enter your registered email address.

We’ll send you a link, directing you to answer one of the three security questions you set up when creating the account.

If your profile is locked due to several incorrect log in attempts or incorrect answers to security questions, please call Customer Care at 1-877-989-3268.

Can I access my money transfer history?

You can access the following transfer history if you’re already registered with Western Union:

1.Last 5 years of transfers that were started and paid online at westernunion.com.

2.Last 90 days of transfers that were started online and paid at agent locations.

3.To access your money transfer history, simply follow the steps below: Log in to westernunion.com or go to our app.

4.Go to the Menu and select History.

5.Choose the type of transfer to see your transfer history.

Can I set reminders for my upcoming money transfers?

You can set transfer reminders for every week, every other week, and every month. To do so, simply follow these steps: Log in to westernunion.com or go to our app.

  1. Start a transfer.
  2. On the Review page, select Set a reminder for my next transfer.
  3. Choose the frequency and start date.
  4. Select Send at the bottom. On the next page, we will confirm if your reminder has been set.

In case you miss setting the reminder on the Review page, you can do so on the Receipt page.
After your reminder is set, we’ll send you reminders via email and push notifications. Clicking on these will take you to the Review page with pre-filled values. You can review the details and complete the transfer. You cannot set more than one reminder for a receiver.

How can I stop receiving transfer reminders?

Please follow the steps below to delete scheduled transfer reminders: Log in to westernunion.com or go to our app.

1.Go to Manage reminders under Menu.

2.Click on the Delete icon beside the reminder you want to remove.

3.Confirm the action.

What is the Refer a Friend program and how does it work?

Refer a Friend is a referral program to earn rewards for every friend you invite to send money with Western Union, and when they complete a full transaction on the web or the app. For additional information visit https://www.westernunion.com/us/en/refer-a-friend.html

How do I send money to an inmate in a correctional facility?

Our new and improved online payment platform can help you easily send money or make a payment to a correctional facility. Visit the Send2CorrectionsSM website at https://www.send2corrections.com/CorrectionsPayWeb/Login

How can I pay bills with Western Union

Send payments directly to participating billers in the United States for your mortgage, auto, credit card, insurance, utility, government bills, and more with Western Union’s Bill Payments service. You will need the Biller’s name, account number and amount to complete bill payments on our website or mobile app.

On Westernunion.com, log on to your Western Union profile and follow these steps:

  1. At the top of the web page, click Pay bills.
  2. Follow the instructions provided in the form.

If you are using the mobile app, follow these steps:

  1. Log on to your Western Union profile.
  2. Tap Pay Bills.
  3. Locate the biller by searching through the options at the top of the screen or tap More and type the company name in the Search field or scroll through the list of billers.
  4. Follow the instructions provided.

If you are paying for bills in person, Ask the Agent for the To Send Money Form (TSMF) for Bill Payments service and follow their instructions. You will need:

  • Company Name (or Code City)
  • Account Number
  • Amount
Can I check the status of a bill payment?

You can track the money transfer as it is processed through Western Union. The payment process can vary based on the biller that you submit your payment to.  We recommend contacting your biller directly to confirm the payment was received.

If you are on westernunion.com go at the top of the web page, click Track a Transfer.

  1. Select Pay bills.
  2. If you have the MTCN number, enter it in the Tracking number (MTCN) field and choose Track transfer.
  3. If you do not have the MTCN number, under Track transfer, choose Don’t know the MTCN?

You’ll need:

  1. Sender’s phone number
  2. Bill Amount
  3. Date of transfer (optional)

If you are using the app, follow these steps

  1. Tap More.
  2. Tap Track a transfer.
  3. Tap I’m the sender and enter the MTCN number in the Tracking number (MTCN) field.
  4. Tap Next.
What are Western Union Agent locations?

Agent locations are places where you can transfer and receive money or pay a bill in person with Western Union..

Agent locations may be in supermarkets, grocery stores, check cashers, convenience stores, mailbox centers, drug stores, travel agencies, depots, and other retailers. In some countries, they may be in banks, travel agencies, post offices, airports, train and bus stations, and currency exchange offices.

To find the nearest Agent location online, visit westernunion.com and click find locations at the top of the page. You can also find Agent locations using our mobile app by tapping the More menu, then, Find locations.

What if I can’t find a Western Union agent in my area?

Try broadening your search (for example, remove the ZIP code to search within the entire town or city) or try another town or city nearby. If that does not help, you can send money using your credit* or debit card on westernunion.com or by calling 1-800-CALL-CASH® (1-800-225-5227

How can I use Western Union services again?

To have access to our services again, follow the steps below:

  1. Gather the required documents. Please note that these will vary depending on your reason for using Western Union and your relationship to the person or entities you’re transacting with. At minimum you must be prepared with your government-issued photo ID, documents that relate to your purpose for using Western Union, proof of the source of the funds, and any additional documents that may provide support for the answers provided on the questionnaire. For more information, go to Help section at westernunion.com.
  2. Go to westernunion.com/gcr  and start the customer questionnaire.
  3. Complete the customer questionnaire:
  4. Review the accuracy of the information you provided.
  5. Select Submit questionnaire to complete the process.