Frequently Asked Questions

FAQ / My WUSM

My WU SM

What is the My WUSM loyalty program?

Western Union believes in rewarding loyalty. When you send money with us, you become eligible for the My WUSM 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 WUSM loyalty program is not only easy to use, but also helps you save money.

What are the benefits of the My WUSM loyalty program?

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

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

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

How do I enroll in the My WUSM loyalty program?

To enroll in the My WUSM 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.
How can I earn My WUSM points?

You earn 5 My WUSM 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.

How can I check 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.

On mywu.com portal

  1. Log in with your Western Union credentials or your My WU information.
  2. Check the balance.
How can I redeem My WUSM points?

You can redeem your My WUSM 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.

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’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.

How can I check if My WUSM points have been applied to my money transfer?

When you redeem your My WUSM 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.

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.
  • Double cash back3 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 200 LEU.

What are the acceptable payment methods for the WU 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 WU profile.

Why didn’t I receive my cash back3 from WU Shop?

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.

Why does WUSM Shop use cookies?

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.

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

To enjoy shopping at WUSM 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.

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

You can get cash back3 when shopping on WUSM 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
When will I receive cash back3?

You’ll receive cash back3 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 back3 on international shopping.

Why didn’t my purchase qualify for cash back3?

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.
Is there a limit on cash back3?

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.

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 back3. Look for online stores offering similar products on WU Shop to ensure that you earn cash back3.

Why did I earn less cash back3 than expected?

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.

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 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 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.

How can I pick up the cash back3 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 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.

How can I get customer support?

For any concern related to WUSM 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.

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 Subject to WU Shop Terms and Conditions.