How do I upgrade to a broker profile?

If you want to be a Urwex Broker, you have to upgrade your Basic or Traveler profile into a Broker profile (also called Travel Agent profile, or simple Agent profile).

There are 2 steps:

1. Fill out a Broker application here.
2. Provide Urwex with full ID identification.

Can Urwex deactivate my profile?

Yes.

An account that violates Urwex’s Terms and Conditions will be deactivated immediately. Sharing personal information, abusing or harassing other users, are among the reasons an account can be deactivated.

Urwex reserves the right to deactivate any account that negatively impacts the Urwex community.

If you don’t know why your account was deactivated, you can contact our Customer Support.

What verifications do I need to upgrade my profile?

To upgrade your profile, you must first have all of the verifications needed for both a Basic and Traveler profile:

1. Basic Profile
   • With a basic profile, you can browse the website and view the listings on the marketplace.
   • To create a Basic Profile, you need to provide Urwex with your full name, date of birth, email address, and phonenumber.
2. Traveler Profile
   • With a Traveler Profile, you can post your trip, make purchases, and leave reviews for agents you’ve booked with.
   • To upgrade to a Traveler Profile, you need to provide Urwex with your address and a government issued ID. These verifications make the marketplace a safer place, and keep the costs down.

For a Broker profile, Urwex requires full ID verification.

How do I view my listings?

To view your inventory, find and click the “My listings” button at the top of any page.

In your Listings page, you can view all of the active listings.

How do I view my trade history?

To view your trade history, find and click the “My wallet” button at the top right menu.

Once in the wallet page, you can filter the dates or sale type.

The Urwex marketplace is a platform to maximize the value of your rewards points. Brokers redeem their rewards points for Urwex credits which can then be used to purchase any type of other rewards points that suit your needs. Urwex credits serve as a median to transform what you currently have into what you need.

How does it work?

Urwex credits a standardized rewards currency. You can trade the rewards points you have for Urwex credits. Urwex credits can then be redeemed for any type of rewards points you desire. The benefit of Urwex credits is that their value always remains the same. 1 credit = 1 cent, while the market value of rewards points is constantly fluctuating.

The Process: First, you redeem the rewards points you currently have, based on their current market value, for that dollar amount’s equivalent in Urwex credits. (e.g., 100,000 rewards points at a 1.2 cent market value can be redeemed for 120,000 Urwex credits). Again, Urwex credits will always be at 1 credit = 1 cent, while the monetary value of rewards points constantly fluctuates based on the demand for the specific type of reward point.Once you acquired Urwex credits, you can use them to purchase any rewards points you desire after browsing the marketplace. This process allows you to maximize the value of the rewards points you have and transfer them into other types of rewards points that better suit your travel needs.

Can I withdraw credits to my bank?

Urwex credits can be used to purchase items within the Urwex marketplace. Withdrawals are limited to corporate clients

What do the arrows next to the points mean?

The arrows that appear next to the points in the marketplace show how each point has changed in the past day.

There are 2 kinds of arrows:

1. Up Arrow - The Up Arrow means that this point has increased its value in the last day.
2. Down Arrow - The Down Arrow means that this point has decreased in valuein the last day.

It’s important to keep track of the marketplace. Check the arrows next to the points you want before you make any trades.

Does Urwex ever manipulate the value of rewards points?

No.

Urwex never manipulates or changes anything within the market.

Any changes occurring within the market are strictly due to the collective actions of Travelers and Brokers alone.

Who decides the prices?

The seller chooses what they want for their points.

The market’s price for the points you’re looking for is determined by what everyone else has already paid for them in previous trades. By checking the market’s price, you’ll have a good idea of around what you should be paying for the points you want

What is the Urwex Marketplace?

The Urwex marketplace is where you can trade your rewards points.

Brokers come to Urwex with all different kinds of rewards points and trade with each other. Based on what brokers and travelers want, and what’s available, the value of every kind of rewards point is always changing.

How do I trade?

Trading on Urwex is simple. You can either be a buyer or a seller in a trade.

Seller

To sell your points, follow these steps:

1. List the kind of rewards points you have, and how many you want to sell.
2. Once a buyer finds you, negotiate a price for your points.
3. Transfer your points to the buyer.

There are 3 ways to transfer your points to the buyer:

1. Direct Transfer: You can transfer your “FakeyExpress” points to the buyer’s “FakeyExpress” account through “FakeyExpress”.
2. Account Access: You can give the buyer access to your “FakeyExpress” account so that they can choose the rewards they want through your account.
3. Transfer your points to the buyer.
4. Spending Instructions: The buyer tells you which rewards they want from “FakeyExpress” and you order them for the buyer through your own account.

Buyer

To buy points, follow these steps:

1. Find the points you want on the marketplace.
2. Negotiate a price with the seller for the points you want.

You and the seller should to agree on one of the 3 transfer options:

1. Direct Transfer: The seller can transfer their “FakeyExpress” points to your “FakeyExpress” account through “FakeyExpress”.
2. Account Access: The seller can give you access to their “FakeyExpress” account so that you can choose the rewards you want through their account.
3. Spending Instructions: You tell the seller which rewards you want from “FakeyExpress” and they order them for you through their own account.

How do I post my points for sale?

To post your points, click on the “New Listing” button at the top of any page.

On the sell page, there are a few options that need to be filled out:

• Type of Points
  • Travel Services - The points you want to sell can be used for travel services such as airplane tickets, hotel rooms, rental cars, and tours.
  • Flexible Points - The points you want to sell can be used for many different products or services, or they can transferred to other rewards programs.
  • Other - What you want to sell are gift cards, vouchers, or other kinds of rewards, not points from a rewards program.
• Points Name - Enter the name of the points you want to sell. Points Name -
• Total Points - Enter the number of points you want to sell.
• Ownership
  • In My Name - The points you want to sell are in your name.
  • In Someone Else - The points you want to sell are in someone else’s name (i.e. they’re points you’ve bought on the marketplace, but the seller hasn’t transferred them to your name).

When you’ve entered all of the correct information, click “Next”.

On the next page, there are several more options to fill out:

• Listing Title - Enter the title you’d like your listing to appear under on the marketplace.
• Description - Enter a description of what you’re offering to trade. Include details you think buyers may want to know about what you’re offering.
• Price (cent) - Enter the price per cent you want to sell your points for.
• Total Price - Enter the total price you want to sell your points for.
• Purchase Price - Enter the price you’re hoping to sell your points for. This price won’t be shared with anyone. It’s simply a tool to calculate your profits from the sale.
• Instant Transfer - Choose whether or not you’ll instantly approve a sale if a buyer is willing to pay the full asking price. This will also give the buyer instant access to the listing’s private notes.
• Booking
  • Buyer books - You will be responsible for any booking needed for the trade.
  • Seller books - Whoever buys the points will have to be responsible for any booking themselves.
• Cancellation
  • Easy: Refunds are allowed, but the buyer has to pay any issuer cancellation fees.
  • Flexible: Refunds are allowed, but the buyer has to pay any issuer cancellation fees and an additional $100 refund fee.
  • Moderate: Refunds are allowed before booking. After booking, refunds are not allowed.
  • Strict: Refunds are not allowed. All sales are final.
• Condition
  • Used - The account that the points are under has been used before.
  • Never Been Used - The account that the points are under has never been used before.
• Splitting
  • Yes - The buyer can make a bid for any number of the points in the seller’s post.
  • No - The buyer must bid on all of the points in the seller’s post.
• AH Credit Card - Choose whether or not you’ll cover any fuel costs or processing fees on your credit card.
• Access - Choose whether or not the seller will have access to the account that the points are under.
• Private Notes - The buyer won’t see these notes until after the trade is completed and the points are transferred. If you’ve chosen the “Yes” option for Instant Transfer, the buyer will have access to these notes immediately after clicking Purchase.

When you’re done entering all of your information, click the “Submit” button.

How do I search for points?

To search for points, find the search bar at the top of any page.

Enter the type of points you’re looking for and press enter.

Browse the search results for the listings that are the closest match for what you’re looking for.

Advanced Search Filters

If you want to narrow down your search results, click the “Filter” button.

There are a number of options for filtering results:

• Price Range - Slide the scale to the price range you’re looking for.
• Rating - Filter by the number of stars of the seller ratings.
• Instant Transfer - Filter whether or not the points can be instantly transferred to you.
• Booking
  • Buyer books - The seller is responsible for any booking needed for the trade.
  • Seller books - You are responsible for any booking.
• Cancellation
  • Easy: Refunds are allowed, but the buyer has to pay any issuer cancellation fees.
  • Flexible: Refunds are allowed, but the buyer has to pay any issuer cancellation fees and an additional $100 refund fee.
  • Moderate: Refunds are allowed before booking. After booking, refunds are not allowed.
  • Strict: Refunds are not allowed. All sales are final.
• Access - Filter whether or not the you will have access to the account that the points are under.
• Splitting
  • Yes - You can make a bid for any number of the points in the seller’s post.
  • No - You have to bid on all of the points in the seller’s post.
• AH Credit Card - Filter whether or not the seller will cover any fuel costs or processing fees on their credit card.
• Condition
  • Used - The account that the points are under has been used before.
  • Never Been Used - The account that the points are under has never been used before.

How do I bid on points?

To bid on points, click on the listing you want.

Check that the price and conditions are close to what you’re looking for.

Click on the “Purchase” button. This button will take you to a private chatroom with the seller.

In the chatroom, negotiate a price and make an offer.

When you and the seller agree on a deal, complete your purchase.

How do I transfer the points or service I traded?

If you traded points or services, there are 3 ways to transfer those points:

1. Direct Transfer: You can transfer your “FakeyExpress” points to the buyer’s “FakeyExpress” account through “FakeyExpress”.
2. Account Access: You can give the buyer access to your “FakeyExpress” account so that they can choose the rewards they want through your account.
3. Spending Instructions: The buyer tells you which rewards they want from “FakeyExpress” and you order them for the buyer through your own account.

The seller is always responsible for providing evidence of a trade.

No matter which way you decide to transfer, make sure to document everything you can.

How do I view my trade history?

To view your trade history, find and click the “My wallet” button at the top right menu.

Once in the wallet page, you can filter the dates or sale type.

Do I have to buy or sell all of the points listed in a post?

It depends.

Buying or selling points in chunks instead of the listed amount is called splitting.

When posting points, the seller has to choose whether or not they allow splitting.

There are 2 splitting options when posting points:

1. Splitting - The buyer can make a bid for any number of the points in the seller’s post.
2. Non-Splitting - The buyer must bid on all of the points in the seller’s post.

How do I receive the points or service I traded for?

If you’ve traded for points or services, you and the seller should to agree on one of the 3 transfer options:

1. Direct Transfer: The seller can transfer their “FakeyExpress” points to your “FakeyExpress” account through “FakeyExpress”.
2. Account Access: The seller can give you access to their “FakeyExpress” account so that you can choose the rewards you want through their account.
3. Spending Instructions: You tell the seller which rewards you want from “FakeyExpress” and they order them for you through their own account.

The seller is always responsible for providing evidence of a trade.

What if I don’t receive the points or service I traded for?

If you’ve already paid the seller what you both agreed on, but you haven’t received what you paid for, report the incident to our Customer Support immediately .

We also recommend you file a dispute with Urwex’s Dispute Center .

Urwex backs all trades. If you did not receive the service you purchase, we’ll send you a full refund.

It’s the seller’s responsibility to provide proof that the service was fulfilled.

For more about complaints and bad trades, check out our Terms and Conditions .

How does Urwex make money from trading?

We receive an automatic 2.5% “tip” from both the buyer and seller in every trade.

Payment & Communication

Check the Website Address

The web address that you’re using should start with this: www.Urwex.com.

If the website you’re on looks like Urwex, but isn’t at one of these addresses, don’t use it.

Look out for misspelled versions of the name “Urwex”. If Urwex isn’t spelled right, the website is fake.

Report Fake Websites to Urwex

If you think you’ve been on a fake Urwex website, report it immediately to phishing@Urwex.com. Send us all of the information you can about the fake site and where you found it.

We take scammers very seriously, and investigate every reported case.

Why was text removed from my Urwex message thread?

Text will be removed from your Urwex message thread if you engage in abuse, share personal information of other users, or otherwise violate Urwex’s Terms and Conditions.

If you continue to abuse other users or violate Urwex’s Terms and Conditions, you may be removed from the site and permanently banned.

Verification

What are the identification requirements to book and trade on Urwex?

In order to book and trade on Urwex, you must have a Broker Profile (also called a Travel Agent Profile or strictlyAgent Profile). To get a Broker Profile, you first need all of the verifications needed for both a Basic and Traveler profile:

1. Basic Profile
   • With a basic profile, you can browse the website and view the listings on the marketplace.
   • To create a Basic Profile, you need to provide Urwex with your full name, date of birth, email address, and phone number.
2. Traveler Profile
   • With a Traveler Profile, you can post your trip, make purchases, and leave reviews for agents you’ve booked with.
   • To upgrade to a Traveler Profile, you need to provide Urwex with your address and a government issued ID These verifications make the marketplace a safer place, and keep the costs down.

For a Broker profile, Urwex requires full ID verification.

How do I verify my phone number?

Verifying your phone number is one of the required steps in creating a basic profile. It’s also required for a Traveler Profile and Broker Profile.

After entering your information and uploading your profile picture, you will reach a page that asks you to confirm your phone number.

To verify your phone number follow these steps:

• Enter your preferred phone number and click “Confirm Phone Number”
  • If you’re not from the United States, click “Change Country” and enter the country of the phone number you’re verifying.
• You will receive a text message containing a 4-digit Urwex online identification code. Enter the 4-digit code in the space on the webpage within 30 minutes of receiving the text.
  • If your 4-digit code doesn’t work or you don’t receive a text with a code, click “Resend confirmation code”.
  • If you still don’t receive a text, or if you think you may have entered the wrong phone number, click “Change my number”. Then re-enter your phone number, or a different phone number that you have access to.

Security Resources

How do I know if an email is really from Urwex?

Fake emails are a common way for scammers to try to steal your personal information. These emails can look a lot like real ones from websites like Urwex.

There are ways to tell if an email is from Urwex or a scammer.

Signs That an Email is Fake

Fake emails do their best to look like real Urwex emails. They often include the Urwex logo and a Urwex email address in the form line (Ex. From: support@urwex.com).

Many times, a fake email will copy text from real Urwex emails, like notifications of account problems or offers to become a Urwex travel agent.

Here are some signs to look out for:

1. Confidential Information
   • Fake emails will often ask you to include confidential information in a reply email.
   • Real Urwex Emails will never ask you to include confidential information in an email.
2. Tone
   • Fake emails often have an urgent tone. Many times they threaten to suspend or deactivate your account if you don’t update your account information immediately, by email.
   • Real Urwex emails will never ask you to include confidential information in an email.
3. Attachments
   • Fake emails will sometimes include attachments. These attachments are dangerous and can steal your personal information or give your computer viruses when downloaded.
   • Real Urwex emails never include attachments.
4. Greeting
   • Fake emails will often begin with a generic greeting like, “Attention Urwex Member”.
   • Real Urwex emails will usually greet you by the first and last name you registered on your account, and your Urwex username.

Recognizing Real Links to Urwex

Fake emails will often include a link to a fake Urwex web page that looks very real. Scammers use web pages like this to steal personal information from Urwex users.

How to Tell If a Link to Urwex is Fake:

Always start from the Urwex homepage. If you’re not sure if the website you’re on is really Urwex, just go straight to www.Urwex.com.

Someone sent me a link to Urwex. How can I tell if it’s real?

Be Careful!

Scammers will sometimes create fake links to websites like Urwex to trick you into giving your personal information.

If you receive an email that sends you to a site that looks like Urwex, but asks for personal information, like your password or credit card, be suspicious.

Always start from the Urwex homepage. If you’re not sure if the website you’re on is really Urwex, just go straight to www.Urwex.com.

How can I make my password strong

Coming up with a strong password is essential to protecting your private information.

Do use both capital letters and lower case letters.

Do use a mix of letters and numbers.

Do use symbols (Ex: $, %, &).

Don’t use your username in your password.

Don’t use numbers in order (Ex. 1234) or repeating numbers (Ex. 5555).

Don’t use obvious password words (Ex. “password”, “secret”).

If any one of these is your password, or comes close to it, you should change it immediately:

• password1234
• (username)999
• urwex5555

Can I see a list of recent logins to my Urwex account?

No.

Urwex does not make login histories available to users.

What should I do if my Urwex account has been compromised?

If you believe your Urwex account has been compromised, follow these steps:

1. Reset Your Password
   • On the login screen, click “Having trouble logging into your account?”.
   • Select the option “reset your password”.
   • You will receive a verification email or text on the email account or phone number you provided when creating your profile. Follow the instructions in the email or text to reset your password.
   • When creating a new password, choose something completely different from the old one.
2. Alert Urwex - Contact Urwex Customer Support immediately. Provide any and all information you have on why or how your account was compromised.

What if I need to change or cancel my reservation after the trade is completed?

You may be able to cancel your reservation, depending on which Cancellation Type the reservation is listed under.

On every purchase, it will say which Cancellation Type the reservation has.

There are 4 Cancellation Types:

1. Easy: Refunds are allowed, but the buyer has to pay any issuer cancellation fees.
2. Flexible: Refunds are allowed, but the buyer has to pay any issuer cancellation fees and an additional $100 refund fee.
3. Moderate: Refunds are allowed before booking. After booking, refunds are not allowed.
4. Strict: Refunds are not allowed. All sales are final.

What if I receive points, but have to cancel before I use them?

You may be able to cancel your trade, depending on which Cancellation Type the reservation is listed under.

On every purchase, it will say which Cancellation Type the reservation has.

There are 4 Cancellation Types:

1. Easy: Refunds are allowed, but the buyer has to pay any issuer cancellation fees.
2. Flexible: Refunds are allowed, but the buyer has to pay any issuer cancellation fees and an additional $100 refund fee.
3. Moderate: Refunds are allowed before booking. After booking, refunds are not allowed.
4. Strict: Refunds are not allowed. All sales are final.

What if I transferred the points or booked a service, and the buyer claims they didn’t receive it?

There are steps to take when the buyer claims that they did not receive the points or service you sent them.

The first thing you should do is communicate. Reach out to the buyer with Urwex’s smart messaging. It could be as simple as a misunderstanding or a miscommunication.

If you can’t reach a solution with the buyer, you should file a dispute with Urwex’s Dispute Center. The Dispute Center will examine the case and come to final decision about who is liable.

Make sure you provide all of the evidence you have from the trade to the dispute center. Otherwise, you will most likely be found liable for the claim.

The seller is always responsible for providing evidence of a trade.

As the seller it’s critical that you document everything you can before, during, and after a trade.

You have up to 60 days after a trade is completed to file a dispute with the Dispute Center.

What if I transferred the points or booked a service, and the buyer wants to make changes?

There are steps to take when the buyer asks to change points or a service you already transferred to them.

The first thing you should do is communicate. Reach out to the buyer with Urwex’s smart messaging. It could be as simple as a misunderstanding or a miscommunication.

If the seller continues to ask for changes, you should file a dispute with Urwex’s Dispute Center. The Dispute Center will examine the case and come to final decision about who is liable.

Make sure you provide all of the evidence that you fulfilled what you agreed on for the trade to the dispute center.

The seller is always responsible for providing evidence of a trade.

As the seller it’s critical that you document everything you can before, during, and after a trade.

You have up to 60 days after a trade is completed to file a dispute with the Dispute Center.

What if I can’t contact the person I traded with?

Brokers from all over the world use Urwex. The broker you traded with may be from a different timezone, or they may be busy. Patience is important in communicating with other brokers.

If you have an emergency, you can contact Urwex’s Customer Support.

If the other broker has been unreachable for an unacceptable amount of time, report the incident to our Customer Support immediately.

We also recommend you file a dispute with Urwex’s Dispute Center.

What is the Dispute Center?

The Dispute Center is where Urwex resolves issues between buyers and sellers.

Buyers and sellers can also request a refund from Urwex through the Dispute Center.

You have up to 60 days after a trade is completed to file a dispute with the Dispute Center.

Help from Urwex

If you and another user can’t resolve a dispute on your own, you can file a dispute with Urwex’s Dispute Center.

The Dispute Center will review the dispute and come to a final decision within 72 hours of filing.

Urwex has a team of dedicated Dispute Officers whose only job is to reach fair resolutions between users. Each dispute is assigned a specific Dispute Officer. That officer will review all information provided by the users before making a final decision.

Your dispute’s officer may need to contact you for more information while the review is in progress. Make sure you monitor your email for notifications from the Dispute Center.

Who is liable when there is a dispute?

In the event of a dispute, the evidence of the disputed trade is considered by the Dispute Center to decide who is liable.