Frequently Asked Questions

Are there reasons why a money transfer might be pending? If it has been less than 30-40 minutes since the transfer was completed, it is possible that it has not yet been processed. Wait for a few minutes and then re-check the status.

Sometimes we need to confirm the sender’s identity before processing a money transfer. If this is the case, we will send an online receipt to the sender, as well as an e-mail requesting that they call us. Once we have confirmed the sender’s information, the transfer will go through and the receiver can pick up the money.

Once the money transfer has been sent, you can click on “Track transfer” on our website to check the status. You will only need your name and the tracking number (MTCN).

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, please contact Customer Care for further instructions.

After your cancelation is processed, we’ll refund1 you the money through the selected payment method.

If you don’t see the Cancel option and your transfer hasn’t been picked up or deposited, contact Customer Care at 01 800 719 8911.

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

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.

A tracking 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 to 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.

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 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.
• The receiver’s bank details and name are incorrect.
• Your receiver didn’t pick up the money within 45 days.
• You used a joint bank account.

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

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.

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.

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® mobile app.

This could happen due to one of the following reasons:

• We’re verifying your identity.
• We are double-checking a few other details.

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 contact details
• Your ID details

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

Simply click on “Track transfer” on our website to check the status of your money transfer. You will only need the sender’s name and the money transfer control number (MTCN).

When the status says available, the transfer can be picked up by the receiver at any time.

If the status says reimbursed, the transfer was reimbursed to the sender and can be picked up.