Frequently Asked Questions

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.

It is important to enter the receiver’s name exactly as it appears on their government-issued ID. You may be able to make a name change if the money has not been picked up.
 

For WU.com or mobile app transfers

You may be able to change the receiver’s name. Please contact Customer Care at 1-800-325-6000.

For in-person transfers

You will need to go back to the Agent location the same day you sent the money. Otherwise, please contact Customer Care at 1-800-325-6000.

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.

Depending on the sending and receiving method, the money will be delivered to your receiver.

Here’s an estimated delivery timeline for your reference:

*Date available will be displayed on receipt. Funds or services may be delayed or unavailable based on certain transaction conditions, including amount sent, destination country, currency availability, regulatory and foreign exchange issues, required receiver action(s), identification requirements, Agent location hours, differences in time zones or selection of delayed options. Additional restrictions may apply.

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 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.

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

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 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.

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 at 1-877-989-3268.
• WU.com, the mobile app, or by Telephone Money Transfer – contact Customer Care at 1-877-989-3268.

 After 24 hours

For all cancelation requests following the original send date, contact Customer Care at 1-877-989-3268.

Note: The amount of money returned depends on the service chosen and reason for cancelation. If you have questions regarding the amount (principal and/or fees) to be returned, contact Customer Care at  1-800-325-6000.

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.

You may only change 2 letters of the first or last name, not both. To do this, call Customer Care at 0800 005 253. 

You can cancel a transfer by calling Customer Service at 0800 005 253.