Frequently Asked Questions

1. Visit our website or app.
2. Once you log in, you’ll be shown your Recent money transfer activity.
3. Select a transfer you want to edit and then choose Show details.
4. If your money transfer is eligible for a name change, you’ll see an Edit receiver’s name link.

Sometimes we need additional information to verify your profile or transfer details. To do so, we may reach out to you via a phone call, SMS, or email. Alternatively, you can email your documents toid@westernunion.com (as PDFs or JPGs).

To avoid any further delays, please send clear and easy-to-read scans of your documents.

This could happen because of one of the following reasons:

• We’re verifying your identity.
• We haven’t received your transfer payment details.

For a better transfer experience, make sure you provide these details accurately:

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

If your transfer status is the same for more than 48 hours, contact Customer Care. 

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

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

1. Go to Track a transfer and select Track a transfer without MTCN.
2. Choose if you’re the sender or the receiver.
3. Enter the Sender’s phone number or the Sender’s and receiver’s names.
4. Choose Receiver’s country and enter the approximate amount sent.
5. Select Continue to track it. 

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

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.

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.

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. 

Yes, we’ll notify you using your contact information with an SMS, email and a push notification. Remember, you can always track your transfer online

Your transfer might be canceled because of any of the following reasons:

• Your identity couldn’t be verified.
• You sent money to a business account instead of a personal account.
• You had insufficient funds in your bank account.
• Your bank had a technical issue.
• Your receiver’s details were incorrect.
• Your receiver didn’t pick up the money within 42 days.
• You used a joint bank account. 

Note: If you’ve already transferred the money, contact Customer Care to request a refund. 

To cancel westernunion.com or mobile app–initiated money transfers:

To cancel in person-initiated money transfers:

1. Please visit the same agent location where you made your transfer or any branch of the same agent. 
2. Remember to bring your government-issued ID to the agent location. 
3. You can also contact Customer Care to cancel your transfer. 

To cancel telephone money transfer – US to US money transfers:

Information required to track a transfer:

• With a MTCN or sender’s phone number, you’ll need:
  • Tracking number (MTCN) or phone number
  • Sender’s first and last name OR receiver’s first and last name
  • Receiver’s country
  • Send amount and currency
• Without a MTCN or sender’s phone number you’ll need:
  • Sender’s first name
  • Sender’s last name
  • Receiver’s information
• You may also need:
  • Receiver’s country
  • Receiver’s complete name or biller name
  • Date the money was sent
  • Amount sent and currency

Track a transfer using WU.com

1. Near the top of the page, select Track a Transfer.
2. Enter the transfer details.
3. Click Track transfer.

Track a transfer using the mobile app

1. Open the app.
2. Select More.
3. Select Track a Transfer.
4. Enter in the transfer details.
5. Click Next.

1. Go to the Western Union Help Center.
2. Choose Email us.
3. Choose Copy of Money Transfer Receipt from the list.

Transfer complete

• If you sent a transfer using westernunion.com or our mobile app you will receive a pick up notification via email.
• SMS: If you sent a transfer in person and opted for SMS notifications, we will send you a pick up notification via SMS message to the phone number you provided.

Delayed transfer

Checking your transfer status

1. Go to westernunion.com or our mobile app, choose Track transfer and enter your MTCN
2. If you’re already logged in, you can also check the status on the history page
3.  If you’ve sent money in person, you can use the Track transfer service with your MTCN

Notifications for receivers

Direct to bank transfers

• Once the date on the receipt has been reached, the receiver can confirm funds are in their bank account by checking with their bank. 
• If the money transfer was initiated 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.

• Go to wu.com or our mobile app, choose Track transfer and enter your MTCN
• If you’re already logged in, you can also check the status on the History page
• If you’ve sent money in person, you can use the Track transfer service with your MTCN

• Argentina
• China
• Colombia
• Jamaica

If you’re already registered online with Western Union, you can access your transfer history for your online transfers. Past transfers started and paid at agent locations cannot be accessed.

Here is how:

1. Log into your westernunion.com or app profile.
2. Go to the Menu located at the top right of your screen.
3. From the drop-down menu, select History.
4. Choose Online transfers or In-store transfers.

Note:

·      Online transfers and pickup – You will see your activity for the last 5 years.

·      Online transfers and in-store pickup – You will see your activity for the last 90 days.

To access your transfer history older than the default period for each type of transfer, please fill out the Transfer History Request Form .

Types of notifications

Notifications about offers and promos

Charges for SMS Notifications

Receiving SMS while travelling

Unsubscribing of SMS service notifications

Trouble receiving SMS service messages

Did you receive a service notification meant for someone else?

• We’re verifying your identity.
• We are confirming a few 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). If need be, we may contact 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.