Frequently Asked Questions

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.

Yes, you can access your last 90 days of transfer history if you are already registered with Western Union. Your transfer history will include both your online and agent location transfers. To access it, please do the following:

1. Log in to westernunion.com or go to our app.
2. Go to Menu and select History.

You can also filter your transfer history by period, transfer status, and receivers.

1. At the top of the web page, choose Track Transfer. If you are on a mobile device, select the Menu icon and select Track transfer from the dropdown.  

• If you have the MTCN, enter it in the Tracking number (MTCN) field and choose Track transfer.
• If you do not have the MTCN, under Track transfer, choose Don’t know the MTCN?

1. From the home screen, select More, then select Track a transfer.
2. Choose if you are the sender or receiver and enter the MTCN  in the Tracking number (MTCN) field.
3. Select Next.

If your transfer hasn’t been picked up or deposited to your receiver’s bank account, mobile wallet or credit/debit card, you can cancel it and get a refund¹. To check your transfer status, go to Track a transfer and enter your tracking number (MTCN).

For help on how to cancel a transfer and get a refund, please do the following:

1. Log in to our website or go to our app to see your recent transfers.
2. Choose a transfer to cancel and then select Cancel.
3. Choose your reason for canceling your transfer and then select Continue to review.
4. Review your refund details and select Confirm cancelation.

We’ll refund your money in 7 business days¹ after your transfer cancelation has been processed.

If you do not see Cancel option for your transfer, please contact our Customer Care.

¹ The amount refunded (principal and/or fees) depends on the service chosen and the reason for cancelation. To learn more, please contact Customer Care.  Refunds are provided in the original form of payment.

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.

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

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 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).

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.

Yes, you can choose any of your past money transfers from the History page and send it again. Do note that the transfer fee and exchange rate may differ when you repeat an old transfer.

1. Go to the Western Union Help Center.
2. Choose Email us.
3. Choose Copy of Money Transfer Receipt from thelist.

1. Go to WU.com
2. Click Track a Transfer

1. Open the app
2. Select Track a transfer

• 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

• Sender’s first name
• Sender’s last name
• Receiver’s information

• Receiver’s country
• Receiver’s complete name or biller name
• Date the money was sent
• Amount sent and currency

• In person – return to the WU Agent location or contact Customer Care.
• WU.com, the mobile app, or by Telephone Money Transfer – contact Customer Care.

1. At the top of the web page, choose Track Transfer.
2. If you are on a mobile device, select Menu then Track transfer.
3. Type the MTCN in the Tracking number (MTCN) field and click Track transfer.
4. Click Edit receiver name.
5. Choose verification option (Text Me or Email Me), type the required information, and click Continue.
6. Leave this page open while locating the PIN. Type the PIN you received through the verification option. Click Continue.
7. Answer verification question and click Continue.
8. The information requested is related to your in-store money transfer.
9. If the money transfer is eligible for a name change, you can modify/edit the Receiver name on this page. Click Edit name.
10. Important: The receiver name must match the receiver’s ID.
11. Review the confirmation page and click Confirm.

• Go back to the Agent location the same day you sent the money.
• Contact Customer Care.

You can only make minor typographical changes to your receiver’s name on a regular money transfer. You can do it only if the money hasn’t been picked up or deposited.

Please note: You can’t change your receiver’s name on a money order, bill payment, or prepaid money transfer.

For your safety, always make sure that you know your receiver.

Full name changes are currently not permitted. To do this, contact Customer Care.

Please note: You can only change your receiver’s name on a cash pickup transactions.  

• Tracking number (MTCN) AND
• Sender’s first and last name OR
• Receiver’s first and last name