Frequently Asked Questions

We’re sorry for the inconvenience caused. Your transfer may have been canceled because of one of the following reasons:

• We couldn’t confirm your identity from the information you provided.
• You have sent money to a business account instead of a personal account.
• You had insufficient funds in your bank account.
• There was a technical issue at your bank’s end.
• Receiver’s bank details and name are incorrect.
• Your receiver didn’t pick up the money within 42 days.
• You used a joint bank account.
• You didn´t use your bank account.
• You have used a company bank account.
• The amount you have uploaded and the one you have transferred are different.
• You have made the payment in a cashier bank.

If your transfer was canceled, you can always start a new one.

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

We’ll notify you when your money transfer is complete. Alternatively, you can track your transfer online.

This could happen due to one of the following reasons:

• We’re verifying your identity.
• We are double-checking a few other details.
• Your bank is reviewing your transfer.

Your transfer may also be delayed if we’re unable to locate your money transfer payment. In this case, please contact Customer Care.

For other reasons, no further action is needed from you. We’ll notify you when your transfer status has changed.

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

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

Please Contact us if your transfer status doesn’t change for more than 48 hours.

Yes, you can choose any of your past money transfers from the History page and repeat it. Note that the transfer fee and exchange rate may differ when you repeat a previous transfer.

A money transfer control number (MTCN) is a unique 10-digit tracking number assigned to your transfer. You can use the tracking number MTCN to track your transfer in just a few minutes.

After you complete the transfer, you’ll see the MTCN on the receipt.

Alternatively, you can go History and select a transfer to view the tracking number MTCN.

Note: Do not share your tracking number MTCN with anyone except your receiver or a Western Union representative.

Yes, you can access your transfer history if you are already registered with Western Union. Your transfer history will include both your online and agent location transfers. For transfers started and delivered online, you will see your activity for the last 5 years. And for transfers started online and picked up at an agent location, you will see your activity for the last 90 days. 

To access it:

1. Log into our app.
2. Go to the Menu and select History.

You can also filter your transfer history by period, transfer status and receivers.

Yes, you will get a receipt for your transfer after you make the payment. You can also see the details of all your transfers in your profile on the Western Union® app.

You can cancel your transfer if it has not been picked up or deposited. Use the following methods to cancel your online or in-person transfers.

Canceling online transfers that are not funded

To cancel an online transfer that has not been paid for, please do the following:

1. Log into our app.
2. Then go to History to see your recent transfers.
3. Choose a transfer to cancel.
4. If your transfer is eligible for cancelation, you’ll see the Cancel option.
5. Select Cancel and follow the instructions.
6. After your cancelation is processed, we’ll refund¹   the money in 7 business days. If you canceled your transfer after having already paid for it, please contact Customer Care to initiate a refund.

If you don’t see the Cancel option and your transfer hasn’t been picked up or deposited, contact Customer Care or chile.digital@westernunion.com to get help. 

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

You can cancel a money transfer only if your receiver has not picked it up. We can´t cancel or refund transfers sent to a bank account. To cancel a money transfer, please contact Customer Care at 56 2 3214 9898 or chile.digital@westernunion.com. 

Except for fixing minor spelling errors in your receiver’s name, you cannot change any details of your money transfer after it has been sent. We recommend checking the transfer details before sending it.

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

Don’t have your MTCN? You can still track your transfer status in 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 Sender’s phone number or Sender’s and receiver’s names.
4. Choose the receive country and enter the approximate amount sent.
5. Enter the date of money transfer if you know it and select Track it.

For online transfers, we’ll show you the receipt immediately after the transfer is paid. You can also check your email for the receipt.

Alternatively, you can go to the History section of your profile and select a transfer to view its details.

If you’ve sent money via an agent location, you’ll receive a printed receipt and invoice from the store.

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.

If you face errors when using our website or the Western Union app, please note the error code and, if possible, take a screenshot.

Afterwards, you can send the information to Customer Care by email: chile.digital@westernunion.com or by phone at 56 2 3214 9898. 

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.

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

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.

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

Don’t have 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 the receiving country and enter the approximate amount sent.
5. Enter the date of money transfer if you know it and select Track it.

When your money transfer has been picked up by the receiver or deposited into an account, we will contact you in the following ways: