Frequently Asked Questions

1. Open the app.

2. Go to Menu.

3. Select History.

4. Select the transaction to see the status.

Or

Use Track a Transfer feature:

1. Open the app.

2. Go to More.

3. Select Track a transfer.

You will need:

• Tracking number (MTCN) AND

• Sender’s first and last name OR

• Receiver’s first and last name

If that option is available for selected country and currency, you can use the bank transfer option.

It is important to enter the receiver’s name exactly as it appears on their government-issued ID. You may be able to make slight changes to the receiver’s name. Full name changes are currently not permitted. To do this, call Customer Care at 1800 173 833 .

Once you have started a transfer:

1. Choose Add a new receiver, or Add new receiver from phone contacts.

2. Fill out the form and Save.

If available, you can pay with the following:

*If you’re using a credit card, a card issuer cash advance fee and associated interest charges may apply. You can avoid these fees by using a debit card.

To get started:

1. Choose Send money.

2. Choose a country to send money to.

3. Enter an amount.

4. Choose how your receiver will pick up the money. They can get cash directly in their bank account, or mobile wallet, if available. Or they can pick it up in person.

5. Choose how to pay.

Your transfer fee** varies based on the options you choose.

** Western Union also makes money from currency exchange. When choosing a money transmitter, carefully compare both transfer fees and exchange rates. Fees and foreign exchange rates may vary by brand, channel, and location based on a number of factors. Fees and rates subject to change without notice.

You can cancel a transfer by calling Customer Service at 1800 173 833.

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

Money can be picked up in minutes* or in a few working days. This partly depends on the delivery and payment methods you choose.

* Date available will be displayed on receipt for international transfers over $15 USD. Service and funds availability depends on certain factors including the Service selected, the selection of delayed delivery options, special terms applicable to each Service, amount sent, destination country, currency availability, regulatory issues, consumer protection issues, identification requirements, delivery restrictions, Agent location hours, and differences in time zones (collectively, “Restrictions”).

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

Yes, if your receiver is picking up the money at an agent location. You can do this using our mobile app.

When you begin a money transfer on the mobile app, you will be provided the option to pay in cash at an Agent location.

7 Western Union also makes money from currency exchange. When choosing a money transmitter, carefully compare both transfer fees and exchange rates. Fees, foreign exchange rates, and taxes may vary by brand, channel, and location based on a number of factors. Fees and rates subject to change without notice.

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.