Frequently Asked Questions

Help with transfers

How do I know when my receiver got the money?

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 1-877-989-3268 or Email Us.

Can I change the name on a money transfer?

It is important to enter the receiver’s name exactly as it appears on their government-issued ID. You may be able to make slight changes to the receiver’s name. Full name changes are currently not permitted.
WU.com or mobile app initiated money transfers
Please contact Customer Care.
In-person initiated money transfers
You can:
• Update the money transfer on WU.com:
1. At the top of the web page, choose Track Transfer.
If you are on a mobile device, select Menu then Track transfer.
2. Type the MTCN in the Tracking number (MTCN) field and click Track transfer.
3. Click Edit receiver name.
4. Choose verification option (Text Me or Email Me), type the required information, and click Continue.
5. Leave this page open while locating the PIN. Type the PIN you received through the verification option. Click Continue.
6. Answer verification question and click Continue.
The information requested is related to your in-store money transfer.
7. If the money transfer is eligible for a name change, you can modify/edit the Receiver name on this page. Click Edit name.
Important: The receiver name must match the receiver’s ID.
8. Review the confirmation page and click Confirm.
• Go back to the Agent location the same day you sent the money.
• Contact Customer Care.
Note: 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.

What information is required to find the status of my money transfer?

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.

Why was my money transfer declined?

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. 

How can I find an agent location?

WU.com
To find the nearest Agent location online, visit WU.com and click Find Locations at the top of the page.
Note: If you are looking for an Agent location that offers inmate pay, please click here.
Mobile app
You can also find Agent locations using our smartphone app by tapping the More menu, then, Find an Agent .
Phone
Call our 24-hour automated Agent locator phone number, 1-800-325-6000 (Español: 1-800-325-4045).

How long are the money transfer funds available for pickup?

Money transfers are available for 90 days. If the receiver is unable to pick up the money transfer and it has been 90 days, contact Customer Care for the money transfer to be renewed and made available for payout.

Why do I need to enter an identification code to complete my money transfer?

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. 

Will the receiver be notified when the money is in their bank account?

No. You can see the timeframe of when the funds will be deposited on your money transfer receipt. 
Once the date on the receipt has been reached, the receiver can confirm funds are in their bank account by checking their account online or their bank statement.
Note: if the money transfer was initiated at a retail location and the sender opted in to receive SMS messages, the sender will receive a SMS message when the money transfer is sent to the bank partner.
Both senders and receivers can check the status of a money transfer at any time.

Why is my money transfer on hold?

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.

Can I change the payout location of a money transfer?

Depending on where the money transfer payout location needs to be changed to, the change can be made or a refund will be issued.
If you would like to see if your money transfer qualifies for a payout location change, contact Customer Care.

How do I get another copy of my money transfer receipt?

To get acopy of your money transfer receipt:
  1. Go to the Western Union Help Center.
  2. Choose Email us.
  3. Choose Copy of Money Transfer Receipt from thelist.
To request a copy of your receipt over the phone, call Customer Care.

How can I find out the status of my money transfer?

From the main menu, tap Track a transfer to check the status of your money transfer anytime. You will need the following:
•   Tracking number (MTCN) AND
•   Sender’s first and last name OR
•   Receiver’s first and last name

Cancel your money transfer for a refund*

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.
  • If you sent your transfer on WU.com, the mobile app, or by Telephone Money Transfer – contact Customer Care.
After 24 hours
For all cancelation requests following the original send date, contact Customer Care.
*The amount of money refunded (principal and/or fees) depends on the service chosen and reason for cancelation. If you have questions regarding the amount to be refunded, contact Customer Care.

What are my rights in the US regarding an error on a money transfer?

Click here for more information on the error resolution process.

How is the receiver notified when the money is ready for pick up?

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). 

Can my receiver pick up the money at any Western Union location?

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 at 1-877-989-3268.
Outside 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 1-877-989-3268.
Click to find an Agent location.

Why do I need to verify my identity when sending money online?

All financial institutions, including Western Union, are required to collect additional identity information to know their customers better. When we understand who is sending money to whom, we can help protect your money from being used for illegal activities.
You may be asked for additional identification verification when sending money online. 

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 typically takes between 2 to 5 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 if I don’t complete the Western Union profile verification process?

You must complete the verification process if you want to send money online. If you choose not to complete the verification process, you can send money at an Agent location.

How do I find the status of my money transfer?

1. At the top of the web page, choose Track Transfer. If you are on a mobile device, select the Menu icon and select Track transfer from the dropdown. 
     a) If you have the MTCN, enter it in the Tracking number (MTCN) field and choose Track transfer.
     b) If you do not have the MTCN, under Track transfer, choose Don’t know the MTCN? 
2. Choose how you would like to search (phone number or sender/receiver names) and enter the required information. 
3. Select Track transfer.
Mobile App
1. From the home screen, select More, then select Track a transfer.
2. Choose if you are the sender or receiver and enter the MTCN  in the Tracking number (MTCN) field.
3. Select Next.

How can I find the Money Transfer Control Number (MTCN)?

WU.com or Mobile initiated money transfer
The MTCN is available on your email confirmation for the money transfer. You can also log on to your WU profile and review the money transfer history.
In person initiated money transfer
Go back to the Agent location where the money transfer was sent to receive a receipt reprint with the MTCN.
Telephone Money Transfer – TMT US to US initiated money transfers
Contact Customer Care.