Frequently Asked Questions

Any time after sending, you can check your transfer status online. All you need is your name and the tracking number (MTCN) printed on your receipt.

You can check your transfer status online. All you need is the sender’s name and the tracking number (MTCN) printed on the sender’s receipt.

You can pick up your money at any agent location. You’ll need to complete a “To Receive money” form and include the following information:

• Tracking number or MTCN
• Sender’s name
• Sender’s address
• Receiver’s name
• Receiver’s address
• Expected amount

Acceptable ID documents also are required.

Some restrictions may apply.

You can pick up your money transfer at any nearby agent location with one of the following:

• Your passport¹
• Your UK, EU, or EEA driver’s license.
• Your, EU, or EEA residence card.
• Your EU national ID card with the exception of the UK
• UK Application registration card

¹We also accept temporary or emergency passports.

When you send money internationally, your receiver generally will be paid in local currency. The exact amount will be calculated based on the exchange rate applicable at the time of shipment. However, for transfers to certain countries, the exact amount will be calculated based on the exchange rate applicable at the time of receipt.

Here are a few ways you can send money online using Western Union:

• Money in minutes:

If your money is needed within minutes, you can send online using your credit or debit card. Receivers can pick up cash at Western Union locations  worldwide, depending on the hours of operation at that location.

If your receiver lives in a country where we offer mobile money transfer, you can send money to their mobile phone in minutes. Make sure your receiver has activated a mobile wallet with one of   our partner mobile operators in their country.

• Money available in 1 or 2 days:

If you send money to a bank account, your money is generally available in 1 or 2 days, depending on your receiver’s country. Learn more about sending money to a bank account.

You can send up to 1000 EUR per transfer from Italy if your identity hasn’t been verified.

After a successful identity verification, you can send up to 5000 EUR every 3 days.

Find a nearby agent location online or look for Western Union in your local telephone directory.

If your receiver lives in a country where we offer this service, you can send money to their mobile phone. Make sure your receiver has activated a mobile wallet with one of our partner mobile phone operators in their country.

Check available destination countries and mobile providers.

This service is available for certain countries. Usually, money is deposited into the receiver’s bank account in 1 or 2 business days. Money may be deposited the same day or in as many as 3 business days, depending on when and where it’s sent.

After you send money, ask your receiver to contact their bank or check their bank statement to verify the deposit.

Learn more about sending money to a bank account

You can cancel a money transfer only if it has not been picked up by your receiver. If you sent money to a bank account, you can cancel it if the transfer has not been completed by your receiver’s bank.
To request a refund, please call Customer Care, or if you sent the money in person, return to the agent location.

* The amount of money refunded (amount sent and/or transfer fees) depends on the service chosen and reason for cancelation. If you have questions regarding the amount to be refunded, contact Customer Care. Please also see our Terms and Conditions for more information.

Refunds are done in the original form of payment and within 5-7 business days from the date they are processed. You’ll be notified when your refund is credited to your bank account, credit or debit card, or when it is ready for pickup.

Please note: To pick up your refund, you’ll need to visit one of our agent locations with your government-issued ID and tracking number (MTCN).

Your transfer is complete when your receiver picks up the money from an agent location or when the transfer amount is credited to your receiver’s bank account, credit or debit card, or mobile wallet.

For quick resends, access to your transfer history, and other benefits, we suggest you sign up with westernunion.com or download our app if you haven’t done so already.

We need to double-check a few details before we send your transfer. This is a standard process, and sometimes takes longer than usual.

If necessary, we’ll reach out to you. Otherwise, no further action is needed.

For online transfers, we’ll notify you when your transfer status has changed. For transfers at agent locations, you’ll need to check your transfer status after some time for any updates.

In case your transfer status shows In Progress for more than 48 hours, contact us.

Sometimes we might 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 send us your documents on id@westernunion.com (as PDFs or JPGs).

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

Photo ID

You can send us any of the following documents:

• Your passport¹
• Your UK, EU, or EEA driver’s license.
• Your UK, EU, or EEA residence card.
• Your EU national ID card with the exception of the UK
• UK Application registration card

Note:

• You must send a copy of both the front and the back of your ID document.
• Your information must match that on your ID document.
• Your signature on your ID document or signature page must be visible (if applicable).

¹We also accept temporary or emergency passports.