Frequently Asked Questions

You can find the status of your money transfer using Track a Transfer on WU.com, or with the mobile app.

WU.com

1. Go to WU.com
2. Click Track a Transfer

Mobile app

1. Open the app
2. Select Track a transfer

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

Note: If you sent a transfer using wu.com or the mobile app, you’ll receive an email when your receiver has picked up the money.

If you sent the money in person and opted in for SMS notifications, you’ll get a confirmation that your receiver picked up their money.

For additional information about your money transfer, please call Customer Care at 1800 173 833or Email Us.

It is important to enter the receiver’s name exactly as it appears on their government-issued ID. You may be able to make a name change if the money has not been picked up.

For WU.com or mobile app transfers

You may be able to change the receiver’s name. Please contact Customer Care at 1800 173 833

For in-person transfers

You will need to go back to the Agent location the same day you sent the money. Otherwise, please contact Customer Care at 1800 173 833

A receiver name change cannot be done on a Money Order, Bill Payment, Direct to Bank, Mobile Money Transfer, Prepaid Money Transfer, or Telephone Money Transfer.

Depending on the sending and receiving method, the money will be delivered to your receiver.

Here’s an estimated delivery timeline for your reference:

*Date available will be displayed on receipt. Funds or services may be delayed or unavailable based on certain transaction conditions, including amount sent, destination country, currency availability, regulatory and foreign exchange issues, required receiver action(s), identification requirements, Agent location hours, differences in time zones or selection of delayed options. Additional restrictions may apply.

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 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.

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.

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

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’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 transferand 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.

WU does not send money transfer confirmations to receivers. The sender needs to inform the receiver of the transaction and to provide them with a tracking number (MTCN).

Click to track your transfer.

You may cancel a money transfer if it hasn’t been picked up or deposited.

Same day

If you sent your transfer:

• In person – return to the WU Agent location or contact Customer Care at 1800 173 833
• WU.com, the mobile app– contact Customer Care at 1800 173 833

 After 24 hours

For all cancelation requests following the original send date, contact Customer Care at 1800 173 833

Note: The amount of money returned depends on the service chosen and reason for cancelation. If you have questions regarding the amount (principal and/or fees) to be returned, contact Customer Care at  11800 173 833

Find the status of your transfer using
Track a Transfer on
WU.com , or with the mobile app.

Track a Transfer works for all types of 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.

Depending on the service you choose, your money transfer may be put on temporary hold based on certain transfer conditions, including the amount sent, the destination, any pending payment authorizations, and regulatory and identification requirements.

If we need additional information, we’ll contact you by phone or email.

Click to track your transfer.

Within the US

If the money transfer was sent for cash pick up, your receiver can pick up cash at any WU Agent location within the state entered by the sender. If the state for pick up changes, the sender must request a payout location change. Contact Customer Care 1800 173 833Outside of the US

When sending money outside of the US, some countries may require you to provide the specific city/province/state where the funds are being picked up. If the country or province for pick up changes, the sender must request a payout location change. Contact Customer Care at  1800 173 833Click to find an
Agent location.

Once you have started a transfer:

1. Choose Add a new receiver, or Add new receiver from phone contacts.
2. Fill out the form and Save.

When you initiate a money transfer on WU.com or the mobile app, you may receive an identification code during a one-time verification process.

This helps us to confirm your identity, and helps to protect you from fraud.

You may only change 2 letters of the first or last name, not both. To do this, call Customer Care at 1800 173 833

You can cancel a transfer by calling Customer Service at 1800 173 833

If you are eligible for a refund, it may take up to 7 business days.

Declined by a bank

Banks don’t share with WU the specific reasons for declined transfers. The decline could be related to the cash advance capability of your credit card, your credit card limit, a mistake when entering bank account information or other requirements from your bank.

Please contact your bank directly.

Declined by Western Union

Occasionally, money transfers may be declined. This is due to a variety of reasons, such as WU being unable to confirm your identity.

WU is required to comply with regulatory standards and internal policies. If these are not met, your money transfer may be declined.

If you were declined trying to send money online, you may be able to send money in person at an Agent location.