My WU℠ | Canada| Frequently Asked Questions - My WU | Western Union (2024)

Benefits of My WU membership

With My WU membership you’ll enjoy the following benefits:

• Earn points when sending qualifying transfers that can be redeemed in exchange for transfer fee discounts¹.
• Redeem your My WU points toward limited offers from our partners.
• Receive exclusive promotions and offers.

Enrolling in My WU loyalty program

There are 2 ways to enroll to My WU loyalty program:

• When you create your Western Union profile on wu.com or mobile app you will need to register for an online profile and select My WU when registering. If you already have online profile you can sign up to the program from your account. You can create your online profile without sending a money transfer. Register here.
• You can register in person at an agent location. Your My WU membership number will be printed at the top of your receipt.

How can I earn points?

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.

SMS

Text BAL or SOLDE + My WU number to 88233 to check your My WU points balance.

How can I redeem my points?

You can redeem your points for a discount² on your next transfer. When using your My WU points to reduce your Western Union transfer fee¹, the following line will appear on your transfer summary: “Promo code has been applied to your transfer.”

You can also take advantage of special promotions throughout the year.

• Redeem your points via wu.com
  1. Choose the Menu icon at the top of the screen and select My WU Rewards from the dropdown.
  2. Your My WU number and available points will be displayed automatically.
  3. Choose Redeem Rewards. Your reward options will display.
  4. Select your reward and choose Redeem Reward.
• Redeem your points via Mobile App
  1. Open the Mobile app and log in.
  2. Go to My WU in the Menu.
  3. Choose Redeem Points.
  4. Your rewards options will be displayed.
  5. Select your reward and choose Redeem Reward.
• Redeem on My WU portal
  1. Login to your country page using:
     • a. Wu.com credentials
     • b. Last name and Loyalty ID, email, or phone number.
  2. In the page learn about the program, available rewards and on-going campaigns.
• Redeem your points via SMS

  Using the mobile phone number listed in your profile, send an SMS3 to 88233 with one of the keywords shown below to redeem points via SMS³.

  Redeem points KEYWORD Fee discount²

  100 points 3CAD or 3E

  200 points 6CAD or 6E

  300 points 12CAD or 12E

  For example, to redeem 100 points, type an SMS3: “3CAD or 3E + My WU number” and send it to 88233.

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

Call Customer Care To redeem points over the phone, call our Customer Care (IT).

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. Select My WU Rewards from the menu.

3. Under Redeem points, choose Have another My WU card? Let’s merge it.

4. Enter the additional My WU number and select Merge. 5. Merging can be also done by Customer Care</a .

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 2 years from the date they were issued. After 2 years, your collected points will no longer be redeemable.

How to check if your points are applied to your transfer?

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.”

What is a WU^SM Shop VIP rewards membership?

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 back¹ on every purchase on WU Shop.
• Special travel discounts.
• Special access to select travel partners.

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

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

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

Why didn’t I receive my cash back¹ from WU Shop?

You can only receive cash back¹ 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 advertisem*nts on your device to avoid any technical issues while shopping and receiving cash back¹.

Why does WU Shop use cookies?

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 back1 shopping filter list in your ad-blocking software.
• Disable ad-blocker while completing your purchases on WU Shop.

We use advertisem*nts to track your shopping and to see if your purchases qualify for cash back¹. For the best shopping experience and most cash back¹, please disable ad-blockers

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

You can get cash back¹ 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 cash back¹.

If your iOS device has content blockers installed, your shopping may not get tracked and you may not earn cash back¹. 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 WUSM Shop

When will I receive cash back¹?

Can I shop with a store located in a different country?

Why didn't my purchase qualify for cash back¹?

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 back¹ on your purchase. You can check the cash back⁴ details on the selected store’s page on WU Shop.

Is there a limit on cash back¹?

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

You can use cash back¹ for personal shopping. You can also withdraw it as cash. If you use cash back¹ 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^SM Shop?

Why did I earn less cash back¹ than expected?

You may earn less cash back⁴ 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 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?

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 back¹.
• 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 back⁴ 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 back¹ because it was canceled, returned, or modified. Any purchase initiated on the website and completed via phone is not eligible for cash back¹.

How can I pick up the cash back¹ 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?

How can I get customer support?

For any concern related to WU^SM 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.