Frequently Asked Questions

To learn more on your transfer, just go to Track a Transfer and enter your 10-digit tracking number (MTCN).

Don’t have your MTCN? You can still know your transfer status in these easy steps:

1. Go to Track a Transfer and select Don’t know the MTCN?
2. Enter Sender’s phone number or Sender and receiver’s names.
3. Enter the date of money transfer and select Continue.

In progress: Your transfer has been processed and your money is on its way.

Available: Your transfer is ready for pickup. Your receiver needs to visit an agent location with their government-issued ID and tracking number (MTCN).

Received: The money has been picked up by your receiver at an agent location.

Paid:  The transfer is complete, and the money has been credited to your receiver’s mobile wallet or bank account.

Delivered: The transfer is complete, and the money has been credited to your receiver’s bank account.

On hold: It’s taking us longer than usual because we are verifying a few things.

Cancelled: Reasons can be self-cancellation or a cancellation from our end. Money is usually refunded with 7 business days.

Refunded: Your money has been refunded in your original form of payment.

Your transfer status is typically updated within 2 hours.

If you have any questions about your transfer status, send us a query.

A Money transfer control number (MTCN) is a unique 10-digit tracking number assigned to your transfer. The MTCN or the tracking number can be used to track your transfer in just a few minutes.

You can find the MTCN on your transfer receipt. You can also find it in your transfer History page.

Please do not share your MTCN with anyone except your receiver or a Western Union representative.

We’re sorry for the inconvenience caused. If you were charged, we’ll refund you the money in your original form of payment within 5-7 business days from the date the refund was processed.

You’ll be notified when your refund is credited to your bank account, credit or debit card, or when it is ready for pickup.

Your transfer may have been cancelled because of one of the following:

• We couldn’t confirm your identity from the information you provided.
• You sent money to a business account instead of a personal account.
• There was insufficient funds in your bank account, debit card, or credit card.
• There was a technical issue at your bank’s end.
• You provided incorrect receiver’s details, including bank details and name.
• Your receiver didn’t pick up the money within 42 days.

If your transfer is cancelled, you can always start another online or at an agent location.

While we try our best to make every transfer seamless, sometimes it might be put on hold or get delayed. It could be because of the following:

• We’re verifying your identity.
• We are double-checking a few other details.
• Your bank is reviewing your transfer.
• We’re waiting for more information from you.

To avoid any further delay, you may contact us with your tracking number (MTCN). If need be, we may contact you.

For a better transfer experience going forward, please provide the following details accurately:

• Your receiver’s name as it appears on their government-issued ID.
• Your and your receiver’s bank, credit or debit card, or wallet details.
• Your contact details such as phone number and email address.
• Your ID details.

Sometimes it takes us longer than usual to process your transfer because we need to double-check a few details.

No action is needed from your end at this time. If necessary, we’ll reach out to you. After we’re done, we’ll notify you.

In case your transfer status shows In Progress for more than 48 hours, send us a query here.