Frequently Asked Questions

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

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.

Information required to track a transfer:

• With a MTCN or sender’s phone number, you’ll need:
  • Tracking number (MTCN) or phone number
  • Sender’s first and last name OR receiver’s first and last name
  • Receiver’s country
  • Send amount and currency
• Without a MTCN or sender’s phone number you’ll need:
  • Sender’s first name
  • Sender’s last name
  • Receiver’s information
• You may also need:
  • Receiver’s country
  • Receiver’s complete name or biller name
  • Date the money was sent
  • Amount sent and currency

Track a transfer using WU.com

1. Near the top of the page, select Track a Transfer.
2. Enter the transfer details.
3. Click Track transfer.

Track a transfer using the mobile app

1. Open the app.
2. Select More.
3. Select Track a Transfer.
4. Enter in the transfer details.
5. Click Next.

You get the following exclusive benefits from the My WU^SM loyalty program:

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

Learn more about My WU program.

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.

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.

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.

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.

ou 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.

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. 

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.

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.

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.

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.

Your missing purchase request may be declined due to any of the following reasons:

• 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.

¹Subject to WU Shop Terms and Conditions.

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

On our website:

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

On the My WU rewards portal:

1. Log in to 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.

Via text¹:

Text “BAL My WU number” or “SOLDE My WU number” to 88233 using your profile phone number

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

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.

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.

¹Subject to WU Shop Terms and Conditions.

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.

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 backdetails on the selected store’s page on WU Shop.

You can withdraw any available amount once you have the minimum required balance of 30 CAD 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.

 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.

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.

The annual membership cost for the WU Shop VIP reward membership is 59 CAD.

To sign up for the My WU loyalty program, please register with Western Union by doing the following:

1. Go to westernunion.com or our mobile app.
2. Enter your email ID and create a password.
3. Select Register.

Once you’ve registered, you will automatically be enrolled in the program.

If you already have a Western Union profile, just do the following:

1. Log in to your profile.
2. Go to the Menu and select My WU.
3. Select the My WU rewards checkbox and select Register now.

Once you’ve registered, we’ll assign you a My WU number. Your reward points will be automatically added to your profile after every transfer.

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.

You can only receive cashback¹ 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 back¹.

¹Subject to WU Shop Terms and Conditions.

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.

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 cashback¹ on every purchase on WU Shop.
• Special travel discounts.
• Special access to select travel partners.

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.

We only accept payments through credit and debit cards.

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.

You can get cashback¹ 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 cashback.

If your iOS device has content blockers installed, your shopping may not get tracked and you may not earn cashback. 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.

¹Subject to WU Shop Terms and Conditions.

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.

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

 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 back¹. For the best shopping experience and most cash back, please disable ad-blockers.