Frequently Asked Questions

My WU℠ Loyalty

How do I get a My WU® membership?

Ways to become a My WU® member are:
• When you send your first WU.com or Mobile app money transfer, you are automatically enrolled in My WU.
• Create a membership profile in WU.com.
• Register through the WU mobile app.
• Visit an Agent location.
• Create a membership profile in the My WU Reward’s website.

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.

How is customer data protected by Western Union?

Data privacy is our top priority. We are committed to protecting your personal information in accordance with Fair Information Practices and applicable data protection laws to provide the best service for you. For more on our data privacy, head to our Privacy Statement section.

How can I check my accrued My WU points?

You can check your My WU points in any of the following ways:

On our website:

  1. Log into your Western Union profile.
  2. Go to the Menu and select My WU rewards.

On the My WU rewards portal:

  1. Log into your Western Union profile.
  2. Go to My WU rewards portal.

On our mobile app:

  1. Go to our mobile app.
  2. Go to the Menu and select My WU rewards.

How do I redeem My WU℠ points?

On our website and app:

  1. Log into 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 into 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.

How do I enroll for the My WU℠ loyalty program?

There are three ways to enroll in the My WU loyalty program: 

1. 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.

2. Already have a profile? Log in and select the My WU tab on the top right side of the page. Accept the program’s Terms and Conditions and you will be assigned a My WU number.

3. Register in person at our agent location. You can find your My WU number printed at the top of your receipt.

Yes, you can link two or more My WU numbers into one. When you link My WU numbers, we’ll assign you a new, unified My WU number.

To link your My WU numbers, follow these steps:

  1. Log into your Western Union profile.
  2. Go to the Menu and select My WU.
  3. Select I have another My WU number.
  4. Enter your My WU number and select Verify.
  5. Review your My WU numbers and select Merge my numbers.
  6. Confirm the linking and select Merge my numbers.

It may take up to 48 hours to get your My WU numbers linked and reflect the new total My WU balance. Until then, please use any of your existing My WU numbers.

Note: You can also link your retail and digital My WU numbers.

What are the benefits of My WU℠ loyalty program?

You get the following exclusive benefits from the My WUSM loyalty program:

  •  Transfer fee discounts on qualifying money transfers.
  • Special promotions on money transfers.

Learn more about My WU program.

Can I still use my points and when do they expire?

Yes, if you have enough points, you can continue to redeem them for rewards like before. The points redeemed as discounts will be automatically applied to a money transfer as usual. All the outstanding points in your account will remain valid and expire as per the terms and conditions.

What is the My WU℠ loyalty program?

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

How do I get a My WU℠ membership?

Ways to become a My WU℠ member are:

  1. When you send your first westernunion.com or mobile app money transfer, you are automatically assigned a My WU number during the registration process.
  2. You can register at an agent location as part of your transaction set-up step. Your My WU number is printed at the top of your receipt.
  3. You can create an online profile on the My WU webpage without sending a money transfer.

How can I earn My WU℠ points?

Earning reward points is currently paused in the program. If you are a My WU member, we will notify you about our new rewards program.

What is changing for My WU℠ loyalty program?

We know you work hard for your money. We’re always by your side improving our services to help simplify and power your finances. We heard from you that our current rewards program needs to change. Although we’ve put a pause on earning new points, you can still enroll and redeem existing points. 

WU Shop, cashback and VIP membership has been closed as of March 28, 2024. But our updated loyalty program designed for easier use, a better experience, and faster rewards, is coming soon, so stay tuned.

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:

  • 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.

All you need to know about My WU rewards

  • How can I earn points?
  • How can I check my points?
  • How can I redeem my points?

How can I earn points?

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.

How can I check my points?

You can check your available reward points in many ways:
 
On wu.com
Log in to your profile and go to the Menu at the top of the screen. Select My WU Rewards from the dropdown, and your available points balance will be displayed automatically.
 
My WU Rewards Portal
Log in to the My WU portal to see your My WU number and your available points.
 
Mobile app
Open the WU mobile app and login to your profile. Tap Menu. Your My WU available points balance will be displayed automatically.
 

How can I redeem my points?

 

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.

 
Call Customer Care

To redeem points over the phone, contact Western Union Customer Care.

 
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.
 
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.

Can I use WU℠ 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 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 back1. For the best shopping experience and most cash back, please disable ad-blockers.

1Subject to WU Shop Terms and Conditions.

Can I still redeem My WU℠ points?

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

 

Why can I not earn points in the My WU℠ loyalty program anymore?

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.

What is the annual cost of the WU℠ Shop VIP rewards membership?

The annual membership cost for the WUSM 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 CA
  • Romania                          200 LEU

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

We only accept payments through credit and debit cards.

How do I check my Reward Points?

You can check your My WU® points and rewards a few different ways.
WU.com
1. Log on to your Western Union profile.
2. Click the Menu icon and select My WU Rewards from the dropdown.
3. Your My WU number and available points will be displayed.
Log on to your member site. Your My WU number and available points will be displayed.
Mobile
1. Tap More
2. Tap My WU Rewards.
3. Log in to view your available points.
Retail
The available points appear on your receipt after every qualifying money transfer. 

How do I merge multiple My WU® numbers?

1. On WU.com, log on to your Western Union profile.
2. Click the Menu icon and select My WU Rewards from the dropdown.
3. Under Redeem rewards, select the Let’s combine it.
4. Enter the additional My WU number and select Merge. 

What can I redeem my points for? 

You can redeem your points for WU service fee discounts1, support causes and other rewards from our partners. See the My WU℠  program page for details.
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.

What do I get Reward points for?

Every $1 in fees paid on a single qualifying transaction earns 1 My WU℠ point. See the My WU page/site for details.

Is there a limit on cash back?

There is no limit to how much cash back1 you can earn on your purchases via WUSM Shop.  

You can use cash back for personal shopping. You can also withdraw it as cash. However, if you use cash back for any commercial profit, we may terminate or lock your profile permanently.

1Subject to WU Shop Terms and Conditions.

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 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 WUSM Shop.
  • You shopped at a store outside of your country. Only shopping at stores on WUSM Shop in 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 check the status of my missing purchase request?

To track your missing purchase request, do the following:

  1. Log in to My WUSM to go to WUSM Shop.
  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 didn’t I receive cash back from WU℠ Shop?

You can only receive cash back1 when shopping from online stores 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.

1Subject to WU Shop Terms and Conditions.

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 WUSM Shop, you will not receive any cash back. Look for online stores offering similar products on WU Shop to earn cash back1.
1Subject to WU Shop Terms and Conditions.

How can I get customer support?

To inquire about a missing purchase, you’ll need to do the following:

  1. Log in to WU ShopSM and go to the Menu on the top right.
  2. Select Cash back overview and find the Missing purchase form.
  3. Fill out the form and submit it.

Remember to use your registered email address when adding your details in any of our forms.

For any other concern related to WU Shop, simply contact us.

Resolving issues with My WU Rewards

      • Merging My WU numbers 
      • Checking if redeemed points are applied
      • Understanding error C6007

Merging My WU numbers

If you have multiple My WU numbers, you can merge them into one. When My WU numbers merged, your unified My WU number will be assigned automatically. 
 
To merge your My WU numbers on wu.com or mobile app: 
 
  1. Log in to your Western Union profile.
  2. Tap the Menu icon on the top 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.
 

Merging can be also done by contacting Western Union Customer Care.

 
​After merging, please continue to use the online My WU number. It may take up to 48 hours for the merge to be finalized and reflect the new total points balance.
 
Note: 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.
 

Checking if redeemed points are applied

While redeeming your points, you should see a message saying that the “Promo was applied to the transfer” at the top of the screen. You will also see the message on the Send money page when you start your new transfer. 
On the amount calculated in the summary at the right side of the Send Money page, the My WU discount amount will be visible as “Promo.”
 

Understanding error C6007

This error occurs when we are not able to find your My WU number or Gold Card in our records. To fix this, please check your My WU or Gold Card number carefully and make sure you’re entering the correct number. 

How can I pick up the cash back I’ve earned?

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.

1Sujeto a los Términos y condiciones de WU Shop.

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

You can get cash back1 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 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:

  • Go to the Settings and select Safari.
  • Select Content blockers.
  • Turn off the content blockers and start shopping on WU Shop.
1Subject to WU Shop Terms and Conditions.

How do I cancel my WU Shop℠ VIP rewards membership?

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.

Why does WU℠ Shop use cookies?

We use cookies to track your purchases and offer you cash back. If you experience any technical issues, you’ll need to allow cookies from Western Union and the stores of your choice.

Why did I earn less cash back than expected?

You may earn less cash back1 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.

1Subject to WU Shop Terms and Conditions.

What are the benefits of My WU℠ membership?

  • Earn points when sending qualifying transfers that can be redeemed in exchange for transfer fee discounts.1 
  • Members can also redeem points towards limited time offers of 3rd party rewards.
  • Exclusive promotions and offers delivered to you via email.
For a quick video on the benefits of My WU℠ membership, click here.
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.

What are the benefits of My WU® membership?

What are the benefits of My WU® membership?
• Enjoy fast and easy money transfers, often with no forms to fill out1.
• SMS payout notification. Standard message and data rates may apply.
• Earn points when sending qualifying transfers that can be redeemed in exchange for transfer fee discounts2.
• Exclusive promotions and offers
• A single, universal ID for every registered customer
For a quick video on the benefits of My WU® membership, click here.
1 Formless money transfers are not available for the direct-to-bank service and money transfers that exceed a certain dollar amount or sent from the US to Cuba.
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 a number of factors. Fees and rates subject to change without notice. Service fee reductions apply only to the Western Union® service fee for a single Western Union Money Transfer® or Quick Collect® transaction.  Excludes all other services, including without limitation, online bill payments, money transfers via social/chat applications or transfers that are set up through the Western Union app and paid for at participating agent locations. Western Union reserves the right to offer promotional discounts that cannot be combined with My WU® transfer fee reductions.

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.

Do you have a loyalty or rewards program?

Yes. To learn more about My WU®, visit our website or watch a video.

When will I receive cash back?

You’ll receive cash back1 in up to 90-120 days after the store confirms a qualifying purchase to Western Union.
1Subject to WU Shop Terms and Conditions.

What is a WU℠ 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.
1Subject to WU Shop Terms and Conditions.

How do I redeem My WU® Reward Points?

You can redeem My WU® points in the following ways:
WU.com 
1. Log on to your Western Union profile.
2. Click the Menu icon and select My WU Rewards from the dropdown.
3. Your My WU number and available points will be displayed.
4. Choose Redeem rewards. Your reward options will display. 
5. Select your reward and choose Redeem.
Mobile App
1. Open the app. 
2. Log on.
3. Navigate to My WU Rewards.
4. Choose Redeem points.
5. Your rewards options will be displayed. Choose Redeem.
To redeem points over the phone, call Customer Care.

Why didn’t my purchase qualify for cash back?

Your purchase may not qualify for cash back1 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.
1Subject to WU Shop Terms and Conditions.

What is the withdrawal limit?

You can withdraw any available amount once you have the minimum required balance of 25 USD 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.