Frequently Asked Questions

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

• 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.

You can enroll in the My WU^℠ loyalty program through any of the three ways:

• Create a Western Union profile on westernunion.com or our mobile app and then select the My WU checkbox. This will generate a My WU^℠ number that will be used on all digital transfers. You can create your profile without sending a money transfer. Register now to create your profile.
• If you already have a profile, log in and select the My WU tab on the top right side of the page. Accept the terms and conditions of the program and you will be assigned a My WU^℠ number.
• Register in person at an agent location. Your My WU^℠ number will be printed at the top of your receipt.

¹ 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. Fee reductions apply only to the Western Union^℠ transfer fee for a single Western 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 WU^℠ fee reductions.

²Fee reductions apply only to the Western Union^℠ transfer fee for a single Western 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 WU^℠ fee reductions.

You can check your My WU^℠ points on any of the following platforms:

• Website:

1. Visit westernunion.com to log in to your profile.
2. Go to the Menu icon at the top right side of the screen.
3. Select My WU^℠ Rewards from the dropdown.
4. View your available points balance.

• My WU^℠ Rewards portal:

1. Visit the My WU^℠ Rewards portal to log in to your profile.
2. View your My WU^℠ number and the available points balance.

• Mobile app:

1. Open the Western Union mobile app and log in to your profile.
2. Go to the Menu icon to view your available My WU^℠ points balance.

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.

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.

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

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

• Exclusive discounts from your favorite brands.
• 2X cash back¹ on every purchase on WU Shop.
• Special travel discounts.
• Special access to select travel partners.

The annual membership cost for the WU Shop VIP reward membership is 45 EU.

We only accept payments through credit and debit cards.

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.

You can only receive cash back when shopping at online stores available on the WU 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 back¹. 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 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.

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.

You can get cash back¹ when shopping on WU 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 Shop.

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 back details on the selected store’s page on WU Shop.

There is no limit to how much cash back¹ 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.

If you shop at a store that is no longer listed on 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 back¹.

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 of 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 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 Shop. You can earn cash back¹ 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 back¹. 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 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.

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