Frequently Asked Questions

Help with transfers

How do I track my transfer?

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 track your transfer status in 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 Sender’s phone number or Sender’s and receiver’s names.
  4. Choose the receive country and enter the approximate amount sent.
  5. Enter the date of money transfer if you know it and select Track it.

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

You can report an issue with the website or app by calling customer care on 1-800-325-6000, online chat, or in-app messages within your wallet (provided those functionalities are not affected by the issue you are trying to report), by mail at P.O. Box 6036, Englewood, CO 80155, or go to www.WesternUnion.com. 

 

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.

Who can check the status of a money transfer?

Both the sender and the receiver of the money transfer can use the Track a Transfer feature in the app. Just select the Track Transfer quick action button and enter the MTCN or the transaction details. 

 

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. 

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.

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.