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Frequently Asked Questions

FAQ / My WU

My WUSM

What is the My WUSMrewards program?

Western Union believes in rewarding loyalty. When you send money with us, you receive membership in the My WU loyalty program that rewards you with My WU points. This program lets you earn points with each qualifying money transfer you make and then redeem them to pay reduced transfer fees on future qualifying money transfers. The My WU program is not only easy to use, but it also helps save you money.

How it works?

Start getting rewarded in just three simple steps:

  1. Sign up for free to create your Western Union profile on westernunion.com or the mobile app.
  2. Start sending money to your loved ones. With each qualifying money transfer, you earn 5 My WU points. Your points are automatically added to your profile.
  3. Redeem your My WU points and enjoy reduced transfer fees.

To learn more about the My WU loyalty program, please take a look at this short video.

Benefits of My WU membership

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

  • Earn My WU points on qualifying money transfers and redeem them in exchange for transfer fee discounts1 on future qualifying money transfers.
  • Redeem your My WU points towards limited offers from our partners.
  • Receive exclusive promotions and offers. Learn more about My WU program and our special offers.
  • Redeem your points to support causes across the globe.

Ready to gain the benefits? Get membership today. Enroll now.

 

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.

 

How do I enroll in the My WU loyalty 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.

What are the benefits of a My WUSM membership?

The My WU loyalty program lets you earn My WU points. When you’re a member, you earn points on each qualifying money transfer.

With each money transfer, you earn 5 My WU points. The more transfers you make, the more reward points you earn. You can redeem these points for reduced transfer fee1 or discounts2 on future qualifying money transfers.

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.

How do I check my reward points?

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.
  • SMS:
  1. Send a text BAL or SOLDE to 31016.
  2. Receive your available My WU points balance via SMS.
How do I earn My WUSM reward points?

You can redeem your points for a reduced transfer fee1 or a discount2 on a future qualifying money transfer. To redeem points for a reduced transfer fee, you will get the following message on your transfer summary: ‘Promo code has been applied to your transfer.’

You can redeem your points on any of the below platforms by following these simple steps:

  • Website:
  1. Log in to your Western Union profile.
  2. Go to the Menu icon at the top right side of the screen and select My WU Rewards from the dropdown.
  3. Your My WU number and available points will be displayed automatically.
  4. Choose Redeem Rewards. Your reward options will be displayed.
  5. Select your reward and choose Redeem Reward.
  • Mobile app:
  1. Open the Western Union mobile app and log in to your profile.
  2. Go to My WU in the Menu.
  3. Choose Redeem Points. Your reward options will be displayed.
  4. Select your reward and choose Redeem Reward.
  • SMS:

Send a text message3 to {31016} with your My WU number and one of the following keywords:

25% – For a 25% discount1

50% – For a 50% discount1

For example, to redeem 20 points, type an SMS3: “25%” and send it to {31016}. Your transfer fee discount1 will be applied automatically to your next qualifying money transfer.

Standard messaging or data rates may apply.

Note: To update your mobile phone number in your profile, you can log in to westernunion.com, or ask Customer Care for help.

1Western 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.

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.

3By texting one of the identified key words to 31016, 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, OPTOUT or ARRET to 31016 cancel, Send HELP or AIDE to 88232 for help. Mobile carriers are not liable for delayed or undelivered messages. For Western Union’s Privacy Statement visit wu.com.

Services may be provided by Western Union Financial Services, Inc. NMLS# 906983 and/or Western Union International Services, LLC NMLS# 906985.  See terms and conditions for details.

What is a WUSM Shop VIP rewards membership?

The WUSM 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.
  • 2X cash back1 on every purchase on WU Shop.
  • Special travel discounts.
  • Special access to select travel partners.
What is the annual cost of the WUSM Shop VIP rewards membership?

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

What are the acceptable payment methods for the WUSM Shop VIP rewards membership?

We only accept payments through credit and debit cards.

What is the refund policy for the WUSM Shop VIP rewards program?

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 WUSM profile.

Why didn’t I receive cash back1 from WUSM Shop?

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.

Why does WUSM Shop use cookies?

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.

Can I use WUSM 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 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.

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

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.
When will I receive cash back1?

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

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 back1?

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.
Is there a limit on cash back1?

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.

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

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.

Why did I earn less cash back1 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 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.

Why am I unable to submit my 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.

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 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.
How can I pick up the cash back1 I’ve earned?

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.

What is the withdrawal limit?

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.

How can I get customer support?

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.

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

1Subject to WU Shop Terms and Conditions.