Frequently Asked Questions

Western Union believes in rewarding loyalty. When you send money with us, you become eligible for the My WU^SM loyalty program membership. This program lets you earn My WU points with each transfer you make. You can then redeem the points to get transfer fee discounts¹ on your future eligible money transfers.

The My WU^SM loyalty program is not only easy to use, but also helps you save money.

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

• Transfer fee discounts¹ on qualifying future money transfers.
• Limited offers from our partners.
• Exclusive promotions and offers.
• Shopping at WU^SM Shop to earn cash backs³.

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

To enroll in the My WU^SM loyalty program, please do the following:

1. Log in to your profile. If you don’t have one, please sign up
2. Select the My WU on the top right and accept the Terms and Conditions to get your My WU number.
3. Once you get the number, you become a My WU member and loyalty points automatically get added to your qualifying digital transfers.

You earn 5 My WU^SM points for every completed money transfer. The more transfers you make, the more reward points you earn. You can then redeem your points for a discounted transfer fee² on your future money transfers. For redeeming every 20 My WU points, you get a transfer fee discount¹ of 25%. To get 50% transfer fee discount, you can redeem 30 My WU points.

You can check your My WU^SM 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.

On mywu.com portal

1. Log in with your Western Union credentials or your My WU information.
2. Check the balance.

You can redeem your My WU^SM points for transfer fee discounts¹ on your future money transfers.

To redeem your My WU points, simply follow the steps below:

Website or app

1. Log in to your Western Union profile.
2. Select the Menu dropdown on the right-hand side and then 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.

Alternatively, you can select Apply promo code on the Send money online page to redeem your My WU points.

My WU portal

1. Log in with your Western Union credentials or your My WU information.
2. Choose the redemption.
3. Select your reward and choose Redeem Reward. Your discount will be applied automatically.

Customer Care

You can call our Customer Care to redeem your points and get a transfer fee discount¹.

You can use My WU points for up to 1 year from the date they were issued. After 1 year, your collected points will no longer be redeemable.

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

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

1. Log in to your Western Union profile.
2. Select Menu from the dropdown at the top right, and then 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.

You can also merge your My WU numbers by calling our Customer Care.

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

When you redeem your My WU^SM points while sending money, we’ll confirm with a message saying  Promo code has been applied to your transfer at the top of the screen.

You can also see the details in the transfer summary on the Send money page. It will be shown as transfer fee discount¹.

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.
• Double cash back³ 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 200 LEU.

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 back³ 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 back³.

We use cookies to track your purchases and offer you cash back³. 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 back³ 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 back³. For the best shopping experience and most cash back³, please disable ad-blockers.

You can get cash back³ 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 back³.

If your iOS device has content blockers installed, your shopping may not get tracked and you may not earn cash back³. You can disable content blockers following the given steps:

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

You’ll receive cash back³ 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 back³ on international shopping.

Your purchase may not qualify for cash back³ 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 back³ on your purchase. You can check the cash back³ details on the selected store’s page on WU Shop.

There is no limit to how much cash back³ you can earn on your purchases via WU Shop.

You can use cash back³ for personal shopping. You can also withdraw it as cash. If you use cash back³ 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 back³. Look for online stores offering similar products on WU Shop to ensure that you earn cash back³.

You may earn less cash back³ 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 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 back³.
• 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 back³ 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 back³. 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 back³ because it was canceled, returned, or modified. Any purchase initiated on the website and completed via phone is not eligible for cash back³.

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 100 LEU 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 in 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.