Frequently Asked Questions

What is the My WUSM loyalty program?

Western Union believes in rewarding loyalty. When you send money with us, you receive membership in the My WU loyalty program. This program lets you earn My WU points with transfer fees1 paid for each money transfer you make and then redeem them to pay reduced transfer fees1 on future money transfers. The My WU program is not only easy to use, but it also helps save you money.

How does the My WU loyalty program work?

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 or at our agent locations.
  2. Start sending money to your loved ones. With each 1 EUR fee paid for each money transfer, you earn 1 My WU point. Your points are automatically added to your profile.
  3. Redeem your My WU points and enjoy reduced transfer fees1.
What are the benefits of My WU membership?

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

  • Earn My WU points on money transfers and redeem them in exchange for transfer fee discounts2 on future money transfers.
  • Redeem your My WU points towards limited offers from our partners.
  • Receive exclusive promotions and offers. Learn more about the My WU program and our special offers.
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 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 lcation. Your My WU number will be printed at the top of your receipt.

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

How can I earn My WU points?

With each 1 EUR fee paid for each money transfer you earn 1 My WU point. The more transfers you make, the more reward points you earn. You can redeem these points for reduced transfer fee or discounts2 on future money transfers.

How can I check my My WU points?

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

  • Website:
    1. Visit westernunion.com and 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.
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  • My WU Rewards portal:
    1. Visit the My WU Rewars portal and 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.
How can I redeem My WU points?

You can redeem your points for a reduced transfer fee or discount2 on a future money transfer. To redeem points for a reduced transfer fee2, you will get the following message on your transfer summary: ‘Promo code has been applied to your transfer’.

You can also enjoy special promotions throughout the year.

You can redeem your points on any of the following platforms:

  • Website:
    1. Visit westernunion.com and log in to your 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.
    6. After completing the redemption, you’ll be redirected to complete your transfer. Discount will be applied automatically.

    Alternatively, you can also redeem your points while sending money. Choose the payment option and the way your receiver wants to receive the money. Your available points will be displayed at the bottom of the screen. Redeem your points and your discount will be displayed on the transfer summary at the right side of the Send money page.

  • 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 Rewards. Your reward options will be displayed.
    4. Select your reward and choose Redeem Reward.
    5. After completing the redemption, you’ll be redirected to complete your transfer. Discount will be applied automatically.
  • My WU Portal:
    1. Visit the My WU Rewards portal and log in to your profile.
    2. Go to the Rewards section. Your reward options will be displayed.
    3. Select your reward and choose Redeem Reward.
  • Customer Care:Call our Customer Care to redeem your My WU points.

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.

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

Can I merge my two My WU numbers?

Yes, if you have multiple My WU 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 website or mobile app, follow these simple steps:

  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. 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 My WU points are applied to my money transfer?

When you redeem your points, you’ll get the message ‘Promo code has been applied to your transfer’ at the top of the screen. You’ll also see this message on your transfer summary when you start your new transfer. The My WU discount amount is displayed as ‘Promo’ on your transfer summary at the right side of the Send money page.

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.

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 back3 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.

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

Refunds for the VIP rewards program are processed within 7 business after you submit a cancellation request. Please cancel your VIP rewards membership and initiate the refund from your My WU profile.

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

You can only receive cash back3 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 back3.

Why does WU 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 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 wushop.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 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 backwhen 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 back3.

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 back3 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 back3?

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 back3?

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 back1.

Why did I earn less cash back3 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 wushop.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 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 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 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 submit a fund withdrawal to pick up the cash back3?

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 the Withdraw cash back button.

·       Enter the amount you want to withdraw.

·       Select Withdraw to generate a tracking number (MTCN).

To collect the cash back, 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 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.

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 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.

2 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.

3 Subject to WU Shop Terms and Conditions