You should double check the data that you are using to log in (i.e. Last name + My WU number, or Last name + Email) and make sure they match the latest information that you have provided to WU. If you cannot validate or are unsure of the information provided to WU, you can call the support line to retrieve/update the relevant data points, including My WU number, Email address and Phone number. Using My WU number or email address (together with your last name) is the most reliable way to check your balance and/or redeem rewards.