Frequently Asked Questions

FAQ / My WUSM loyalty program

My WUSM loyalty program

What is the My WUSM loyalty program?

My WU is a free loyalty program from Western Union. You can register on or our mobile app.

What are the benefits of the My WUSM loyalty program?
  • Transfer fee discounts on qualifying money transfers.
  • Access to WU Shop℠ with exclusive offers and up to 30% cash back.
  • Special promotions on money transfers.

Learn more about My WU program.

How can I earn My WUSM points?

Earning reward points is currently disabled in the program. If you are a My WU member, we will notify you about our new rewards program.

How can I check my accrued My WUSM points?

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

On our website or app

  1. Log in to Western Union.
  2. From the Menu dropdown at the top right, select My WU Rewards to view your points.


Via SMS3

Text “BAL” or “PUNKTE + My WU number” to 491771789460 using your registered phone number.

On portal

  1. Log in with your Western Union credentials or your My WU information.

Check the balance.

How can I redeem My WUSM points?

On our website and app:

  1. Log in to your Western Union profile.
  2. Go to Menu and select My WU.
  3. Select Redeem points.
  4. Select Yes in the popup.
  5. Select Use reward.

The discount will be automatically applied to your next transfer fee.


Via the My WU portal:

  1. Log in to your profile and go to My WU Rewards.
  2. Go to the Rewards section to view your reward options.
  3. Choose your reward and select Use reward.

The discount will be applied automatically to your next transfer fee.


You can use your My WU points till they expire as per My WU terms and conditions.

Can I merge my two My WUSM numbers?

Yes, if you have multiple My WUSM 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.

Why can I not earn points in the My WU℠ loyalty program anymore?

Earning reward points is currently disabled in the program. If you are a My WU member, we will notify you about our new rewards program.

Can I still redeem My WU℠ points?

Yes, you can continue to redeem your My WU points until their expiry.

What is a WU Shop VIP rewards membership?

The WU Shop VIP rewards membership program is a paid annual subscription, available exclusively to
My WUSM members. As a WU 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.
What is the annual cost of the WU Shop VIP rewards membership?

The annual membership cost for the WU Shop VIP reward membership varies from country to country. You can find your annual membership cost based on your country or region below:

  • EU                                45 EUR
  • Australia                    69 AUD
  • Canada                      59 CAD
  • Other countries        49 USD
What are the acceptable payment methods for the WU Shop VIP rewards membership?

We only accept payments through credit and debit cards.

How do I cancel my WU Shop VIP rewards membership?

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.

Why didn’t I receive cash back from WU Shop?

You can only receive cash back4 when shopping at online stores available on the WU Shop portal while you’re logged into 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 back4.

Why does WU Shop use cookies?

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.

Can I use WU Shop with my ad-blocking software?

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

  • Add 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 back. For the best shopping experience and most cash back, please disable ad-blockers.

Do I need to turn off content blockers on my mobile device?

You can get cash back4 when shopping on WU Shop while you’re logged into 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 back4.

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 Shop.
When will I receive cash back4 in my wallet?

It may take us sometime to add cash back in your wallet. Please allow up to 120 days from the date of your qualifying purchase.

Can I shop with a store located in a different country?

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.

Why didn’t my purchase qualify for cash back4?

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 from a merchant that does not offer a cashback on mobile purchase.
  • The store does not offer cash back on your purchase. You can check the cash back details on the selected store’s page on WU Shop.
Is there a limit on cash back4?

There is no limit to how much cash back you can earn on your purchases via WU 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.

Can I shop at a store that is no longer listed on WU Shop?

If you shop at a store that is no longer listed in WU 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.

Why did I earn less cash back4 than expected?

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.

How can I check the status of my missing purchase request?

To track your missing purchase request, do the following:

  1. Log in to your profile on
  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.

Why am I unable to submit my missing purchase request?

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

  • 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. You can find the missing policy details in the Exceptions section of the Select store page on WU Shop.

When will my missing purchase request be resolved?

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.

Why was my missing purchase request declined?

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 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.
How can I pick up the cash back3 I’ve earned?

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.

What is the withdrawal limit?

You can withdraw any available amount once you have the minimum required balance of 20 EUR 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.

How can I get customer support?

For any concern related to WUSM 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.

Can’t find what you are looking for?

If you need to get in touch with Western Union, don’t hesitate to contact our Customer Care

1 Fee reductions apply only to the Western Union® transfer fee for a single We stern Union Money Transfer® or Quick Collect® transaction. Excludes all other services, including without limitation, online bill payments, and money transfers via social/chat applications. Points used will not be reversible and if amount of transfer fee is less than redeemed discount, no cash, credit, or refund will be provided. Western Union reserves the right to offer promotional discounts that cannot be combined with My WUSM fee reductions.

2 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 several factors. Fees and rates subject to change without notice.

3 By texting one of the identified key words to 491771789460, you authorize us to send to your mobile number, automated text messages relating to the key word’s described purpose. Consent not required for purchase and may be revoked at any time. Msg & Data Rates may apply. Send STOP to 491771789460 to cancel, Send HELP or HILFE to 491771789460 for help. Mobile carriers are not liable for delayed or undelivered messages. For Western Union’s Privacy Statement visit

4Subject to WU Shop Terms and Conditions.

The Western Union Online Service is offered by Western Union International Bank GmbH in conjunction with Western Union International Limited. Western Union International Bank GmbH, trading as Western Union International Bank is licensed by the Financial Markets Authority (Österreichische Finanzmarktaufsicht) in Austria.