Frequently Asked Questions

Western Union believes in rewarding loyalty. When you send money with us, you receive membership in the My WU loyalty program. This program lets you earn My WU points with each money transfer you make. You can then redeem the points to get transfer fee discounts² on future transfers. The My WU loyalty program is free to join, easy to use, and helps you save money.

Start getting rewarded by enrolling in our My WU loyalty program.

If you are not yet registered, please do the following:

1. Sign up for free on westernunion.com or our mobile app.
2. Select the My WU checkbox. This will generate a My WU number.
3. Start sending money.
4. Redeem your My WU points and enjoy reduced transfer fees¹.

If you are an existing user, just do the following:

1. Log in to your Western Union profile.
2. Select the My WU tab on the top right side of the page.
3. Accept the terms and conditions of the program. You will be assigned a My WU number.

Note: My WU points are automatically added to your profile after every transfer.

You enjoy the following benefits by being a My WU member:

• Transfer fee discounts² on qualifying future money transfers.
• Limited offers from our partners.
• Exclusive promotions and offers.

Learn more about the My WU program and our special offers.

You earn 30 My WU points with each money transfer. The more transfers you make, the more reward points you earn. You can redeem these points for transfer fee discounts² on future money transfers.

You can also earn points while receiving money transfers. Just use your My WU number while receiving.

You can check your My WU points in any of the following ways:

On our website:

1. Log in to your Western Union profile.
2. Go to Menu at the top right side of the screen.
3. Select My WU Rewards from the dropdown.
4. View your available points balance.

On the My WU Rewards portal:

1. Log into your profile and visit the My WU Rewards portal.
2. View your available points balance.

On our mobile app:

1. Log in to your profile via the mobile app.
2. Go to Menu and select My WU Rewards to view your points.

Via SMS³:

Text “BAL” or “SOLDE + My WU number” to 88233 using your profile phone number

You can redeem your My WU points for a discounted² transfer fee on a future money transfer. Simply follow the steps outlined below:

On our website:

1. Log in to westernunion.com.
2. From the Menu dropdown at the top right, select My WU Rewards.
3. Choose Redeem Rewards to see your reward options.
4. Select your reward and choose Redeem Reward. Your discount will be applied automatically.

On our mobile app:

1. Go to our mobile app and log in.
2. Go to My WU in the Menu.
3. Select Redeem Rewards to see your rewards.
4. Choose your reward and select Redeem Reward. The reward will be applied automatically to your next qualifying transfer.

Via the My WU portal:

1. Log in to your profile and visit the My WU Rewards portal.
2. Go to the Rewards section to see your reward options.
3. Select your reward and choose Redeem Reward.

Via SMS³:

1. Use your registered phone number to text a keyword to 88233

For example, to redeem 100 points, type an SMS: “3CAD or 3E + My WU number” and send it to 88233.

To redeem via SMS, make sure your mobile number is updated on your profile.

On successful redemption, you’ll see the following message on your transfer summary: Promo code has been applied to your transfer. On the amount calculated in the summary, the My WU discount amount will be visible as Promo.

You can use My WU points for up to 2 years from the date they were issued.

Yes, if you have multiple My WU numbers, you can merge them into one. When you merge My WU numbers, you will be automatically assigned a unified My WU number.

To merge your My WU numbers on the website or mobile app, follow these steps:

1. Log in to your Western Union profile.
2. From the Menu dropdown at the top right, select My WU Rewards.
3. Under Redeem points, choose Have another My WU card? Let’s merge it.
4. Enter the additional My WU number and select Merge.

It may take up to 48 hours to get your My WU numbers merged and reflect the new total My WU points balance. Until then, please use any of your existing My WU numbers.

The WU^SM Shop VIP rewards membership program is a paid annual subscription, available exclusively to My WU^SM members. As a WU^SM Shop VIP member, you’ll enjoy the following benefits:

• Exclusive discounts from your favorite brands.
• Double cash back⁴ on every purchase on WU Shop.
• Special travel discounts.
• Special access to select travel partners.

The annual membership cost for the WU^SM Shop VIP reward membership is 59 CAD.

We only accept payments through credit and debit cards.

Refunds for the VIP rewards program are processed within 7 business after you submit a cancelation request. You can cancel your VIP rewards membership and initiate the refund from your My WU profile.

You can only receive cash back when shopping at online stores available on the WU^SM Shop portal while you’re logged in to your My WU profile.

You’ll also need to allow cookies and advertisements on your device to avoid any technical issues while shopping and receiving cash back.

We use cookies to track your purchases and offer you cash back⁴. If you experience any technical issues, you’ll need to allow cookies from Western Union and the stores of your choice.

To enjoy shopping at WU^SM Shop while using an ad-blocker, you can do one of the following:

• Add westernunion.com to the cash back shopping filter list in your ad-blocking software.
• Disable ad-blocker while completing your purchases on WU Shop.

We use advertisements to track your shopping and to see if your purchases qualify for cash back¹. For the best shopping experience and most cash back, please disable ad-blockers.

You can get cash back⁴ when shopping on WU^SM Shop while you’re logged in to your My WU profile. You’ll also need to allow cookies and ads on your device to avoid any technical difficulties while shopping and receiving cash back.

If your iOS device has content blockers installed, your shopping may not get tracked and you may not earn cash back. You can disable content blockers following the given steps:

• Select Settings, then select Safari.
• Select Content blockers.
• Turn off the content blockers and start shopping on WU

You’ll receive cash back in 90-120 days after the store confirms a qualifying purchase to Western Union.

Yes, you can shop with any overseas store that facilitates shipping to your country. Please note that you will not earn cash back on international shopping.

Your purchase may not qualify for cash back for any of the following reasons:

• You purchased a product at a discount.
• You redeemed a coupon, gift card, or voucher to pay for the purchase.
• You purchased using a mobile or tablet.
• The store does not offer cash back on your purchase. You can check the cash backdetails on the selected store’s page on WU^SM Shop.

There is no limit to how much cash back⁴ you can earn on your purchases via WU^SM Shop.

You can use cash back for personal shopping. You can also withdraw it as cash. If you use cash back for any commercial profit, we may terminate or lock your profile permanently.

If you shop at a store that is no longer listed on WU^SM Shop, you will not receive any cash back. Look for online stores offering similar products on WU Shop to ensure that you earn cash back⁴.

You may earn less cash back for any of the following reasons:

• Shipping charges
• Tax and service fees
• Redemption of any coupon or voucher
• FX fee for foreign currencies or international shopping

For more help, you can contact Customer Care.

To track your missing purchase request, do the following:

1. Log in to your profile on westernunion.com.
2. Select Cash back overview from the Menu.
3. Select View in the comment section of the selected missing purchase request.
4. You’ll be able to see the status of your missing purchase request.

It takes 60-90 days for the store to review these requests. If there is no status update, it means we’re still resolving your missing purchase request.

You may be unable to submit your missing purchase request because any of the following:

• The store has a specific period for submitting missing purchase requests.
• The store is not available on your browser extension.
• The store does allow shopping on mobile.
• The store is not located in your country.

Every store has a different policy for submitting the missing purchase request. To learn more on their missing policy details, go to Select store on WU^SM Shop and then select Exceptions.

The store usually takes 60-90 days to resolve a missing purchase request. Please make sure that you submit the right details to make the process fast and smooth. Once the missing purchase request is resolved, the money will be credited to your bank account.

Your missing purchase request may be declined due to any of the following reasons:

• The store could not track your shopping details due to ad-blockers, disabled cookies, or any other technical errors.
• The purchase date you entered does not match with the invoice date on the missing purchase request.
• You submitted an incorrect order ID.
• Your purchase was not eligible for cash back.
• Your purchase has not been confirmed from the merchant’s end.
• The missing purchase request submitted has already been credited in your account.
• You redeemed an online coupon or voucher from any other site to pay for a purchase on WU^SM Shop^. You can earn cash back⁴ if you redeem coupons and vouchers available on WU Shop.
• You shopped at a store outside of your country. Only shopping at stores on WU Shop within your country can earn you cash back⁴. In case you entered an incorrect country while signing up, you can contact Customer Care to change your country.
• You’ve submitted a missing purchase request for your travel booking while it is still in progress. You can request for your travel’s missing purchase only within 45 days of completing it.
• You submitted the missing purchase request after 90 days of your purchase. No missing purchase request is accepted after 90 days of purchase date on invoice.
• Your purchase was not eligible for a cash back because it was canceled, returned, or modified. Any purchase initiated on the website and completed via phone is not eligible for cash back.

You can initiate a fund withdrawal request online and go to any nearby agent location for cash pickup. To submit a fund withdrawal request, follow these steps:

• Log in to your My WU profile.
• Select Withdraw cash.
• Enter the amount you want to withdraw.
• Select Withdraw to generate a tracking number (MTCN).

To collect the cash, you’ll need to visit an agent location with your government-issued ID and the tracking number (MTCN) after 2-3 hours of submitting your withdrawal request.

You can withdraw any available amount once you have the minimum required balance of 30 CAD in your My WU wallet. If you choose not to withdraw the entire amount, you’ll be eligible for the next withdrawal only when you achieve the minimum required balance in your wallet.

For any concern related to WU^SM Shop^, you can fill out and submit the Contact us form. To inquire about a missing purchase, please select Cash back overview in the menu and find the Missing purchase form. Fill in the form and submit it. Remember to use your registered email address when adding your details in any of our forms.

For more help, call Customer Care.

You can pick up your cash back at any Western Union agent location after submitting a fund withdrawal request online. To do so, follow these steps:

1. Log in to your My WU profile.
2. Select Withdraw cash back.
3. Enter the amount you want to withdraw.
4. Select Withdraw to generate a tracking number (MTCN).

The cash back will be available within a few minutes of your request. Bring the tracking number (MTCN) and your government-issued ID to any nearby agent location to collect your money.

You can collect your cash within the next 14 days after which it will be automatically credited back to your WU Shop balance.

To cancel your WU Shop VIP rewards membership, log in to your My WU profile or call Customer Care. Please note that you can cancel your membership and claim a full refund only within 14 days of its purchase. If you cancel after 14 days, you’ll not be eligible for a refund.

Your refund will be processed and credited back to the original payment method within 5-10 business days after you submit a cancellation request.