Frequently Asked Questions

Help with current and past transfers

What does my receiver need to pick up their money?

If you choose cash pickup at a WU location, your receiver will need at least the tracking number (MTCN) and an acceptable form of ID. The agent location staff will inform you of any other pickup requirements.  

How can I check my transfer status?

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.

If you’ve sent money in person, you can use the Track a transfer service with your tracking number (MTCN).

Who can check the status of a money transfer?

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.

 

When I send a money transfer, will my receiver get a notification?

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 I sent money to a bank account, how can I check my transfer status?

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.

How will I know if my transfer is complete?

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.

How do I report an issue on the website or the app?

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.

 

Will I be notified if my transfer is delayed?

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

Can I change my receiver’s name after completing my transfer?

You may only change 2 letters of the first or last name, not both. To do this, contact Western Union Customer Care. 

How do I send money to India with UPI?

About UPI
Unified Payment Interface (UPI) is a payment method that allows you to instantly transfer money to a bank account in India.

Understanding UPI ID
UPI ID is a virtual payment address (VPA) that uniquely identifies one person. A UPI ID format is like an email ID: with the sign “@” in the middle. For example, your receiver’s UPI ID could be “receiver’s_name@bank_name” or “phone_number@bank_name.”
When sending with a UPI ID, you only need to have your receiver’s UPI ID. You do not need to ask receivers for their account number, account type, bank name, or IFSC code.
To receive the payment, the receiver needs to have their UPI ID linked to the bank enabled for international UPI remittance. Please see below the list of banks that support international UPI.

Current list of banks that support international UPI transfer
Below are the banks currently supported. More banks will be made available soon.
ICICI Bank- ICIC
Axis Bank- UTIB
Bank of India- BKID
Andhra Bank- ANDB
Yes Bank- YESB
IndusInd Bank- INDB
UCO Bank- UCBA
Central Bank of India- CBIN
Bank of Baroda- BARB
Kotak Mahindra Bank- KKBK
State Bank of India- SBI
Allahabad Bank- ALLA
HSBC- HSBC
IDBI Bank Limited- IBKL
Oriental Bank of Commerce- ORBC
Punjab and Sind Bank- PSIB
RBL – RATN
South Indian Bank- SIBL

Send limits using UPI
Currently, you can send up to 200,000 INR per transfer.

Steps to send money using a UPI through Western Union
Western Union is the first money transfer service company to use a UPI transfer internationally.
1. Log in to your Western Union profile.
2. Choose India as your receiving country (you will need to know your receiver’s mailing address).
3. Choose to send using a bank pay out and use any payment method.
4. Choose UPI ID under the bank information section. You’ll be able to browse all the banks enabled for international UPI transfer.
5. Choose to send your transfer, and you’re all set. Generally, your transfer should be completed in minutes.

How do I know when my receiver got the money?

  1. Open the app.   
  2. Go to Menu.
  3. Select History.
  4. Select the transaction to see the status.
Or 
  1. Go to the Home menu. 
  2. Select Track a transfer.
You will need:
  • Tracking number (MTCN) AND
  • Sender’s first and last name OR
  • Receiver’s first and last name

Can I cancel a transfer?

You can cancel a transfer by calling Customer Service at 00800 264 38750. 

If you are eligible for a refund, it may take up to 7 business days.