Frequently Asked Questions

After the money transfer has been sent, you can use the Track Transfer service on our website to check the status. All you need is your name and the tracking number (MTCN).

You can check the status of your money transfer by clicking Track Transfer on our website. All you need is the sender’s name and the tracking number (MTCN).

There are a few reasons why a money transfer might be on hold. If its been less than 30-40 minutes since you completed it, it may not be fully processed yet. Please wait a few more minutes and then check the status again.

Sometimes we need to confirm the sender’s identity before we can process a money transfer. If this is the case, we’ll send the sender an online web receipt and an email asking them to call us. Once we’ve confirmed the sender’s information, the transfer will be completed and the receiver can pick up 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 transfer and enter your tracking number (MTCN).

1. 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.

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 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.

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.

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

1. Go to our website or app.
2. Select Track a transfer and enter your tracking number (MTCN).
3. If you’re already logged into the app, you can check the status on the History page.
4. If you’ve sent money in person, you can use the Track a transfer service with your tracking number (MTCN).

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.