Common Questions

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    • Q.

      How do I earn hotpoints?

    • A.

      Every time you make a purchase with your Westpac hotpoints credit card, you earn hotpoints. Cash advances, fees and interest charges, cash substitutes such as gambling chips don’t earn hotpoints.

    • Q.

      Do I earn hotpoints on Points + Pay purchases?

    • A.

      Yes - you’ll continue to earn hotpoints for every purchase you make with your Westpac hotpoints credit card at your usual hotpoints earn rate. If you’re buying a merchandise reward that also earns bonus points, you’ll also earn up to 10 bonus hotpoints for every dollar you spend on your Westpac hotpoints credit card, in addition to the usual hotpoints you earn for every dollar you spend! Make sure you look out for the ‘Bonus hotpoints’ symbol alongside selected merchandise rewards online.

    • Q.

      What is hotpoints® SpendBack®?

    • A.

      Hotpoints® SpendBack® allows you to use your hotpoints to pay back part or all of everyday purchases of food and fuel that you have made with your hotpoints credit card, and annual credit card fee charges or joint or additional card fees.

      You can redeem hotpoints for SpendBack to cover any part of your qualifying purchases over $10 in total, which requires a minimum of 2,220 hotpoints.

      You can redeem any amount of hotpoints over 2,220 and we’ll calculate the dollars and cents amount to credit your Westpac hotpoints credit card account.

    • Q.

      How do I redeem?

    • A.

      Log into hotpoints from your Westpac One online banking, and head to the SpendBack section.

      There you’ll see a list of qualifying purchases from the last 3 months, and you can choose which ones you want to pay back.

      The amount of points and dollars will be automatically calculated, or you can choose the amount of hotpoints you want to use.

      The dollar amount will be credited to your hotpoints credit card account within 5 business days.

    • Q.

      What can I use SpendBack® for?

    • A.

      SpendBack is designed to help you make the most of your everyday spending, focusing on food (groceries, cafes, bars, restaurants) and fuel.

      SpendBack can be used to pay for the following types of qualifying purchases:

      • Grocery stores and supermarkets

      • Specialty food and alcohol stores

      • Restaurants, cafes and bakeries

      • Fast food outlets

      • Bars, pubs and nightclubs

      • Food vending machines

      • Petrol and service stations and other fuel dealers

      • Annual credit card fee charges and joint or additional card fees (charged to your account from 1 August 2017)

    • Q.

      Can I redeem my hotpoints for eligible purchases I make with my Debit Mastercard or EFTPOS card?

    • A.

      No - you can only redeem hotpoints for SpendBack for purchases made on your Westpac hotpoints credit card, or another payment instrument linked to your hotpoints credit card account (like a Westpac PayTag®).

    • Q.

      I always pay my card in full every month, can I use SpendBack® if I’ve already paid off my balance?

    • A.

      As long as you redeem within three months of the purchase date, we’ll be able to process your redemption and you’ll receive your SpendBack, regardless of whether or not you have a balance owing on your credit card account.

      This means you can still take advantage of up to 55 days interest free credit when you pay off your balance every month.

    • Q.

      Do I need to redeem for the whole purchase?

    • A.

      No. You can redeem for SpendBack to cover any part of the purchase, as long as you redeem at least 2,220 hotpoints (which equals $10 of SpendBack). You can choose to pay for your weekly groceries or just Friday lunch!

    • Q.

      Can I use the hotpoints I earn on my food or fuel purchase to redeem for SpendBack® to cover the same purchase?

    • A.

      Yes! As long as you redeem within 3 months of the purchase date.

    • Q.

      Why can’t I use SpendBack® to pay for other expenses on my credit card?

    • A.

      SpendBack is specifically designed to help you make the most of your everyday spending. We want to give customers the flexibility and choice to use hotpoints in more ways.

      We also have Hotpoints Holiday Credits, which enables you to use hotpoints to pay back part or all of travel-related purchases you’ve made with your hotpoints credit card within the last 3 months.

    • Q.

      Can I use SpendBack® to pay back my annual credit card fee?

    • A.

      Yes, your annual credit card fee charges and joint or additional fee charges qualify for SpendBack®.
      You’ll see them in your list of eligible purchases made within the last three months when you redeem online, as long as they charged to your account after 1 August 2017.

    • Q.

      What is hotpoints?

    • A.

      Hotpoints is Westpac's credit card rewards programme available on any Westpac hotpoints credit card (hotpoints Mastercard, Platinum Mastercard, World Mastercard and BusinessPLUS Mastercard). With hotpoints every dollar spent on a hotpoints credit card earns you points.

      Once you have enough hotpoints you can redeem for a wide range of rewards including gift cards, merchandise, Westpac KiwiSaver Scheme contributions, travel and charity donations.

    • Q.

      Do hotpoints expire or have a time limit?

    • A.

      Yes, hotpoints last for three years unless you cancel your card or switch to a non hotpoints Westpac credit card such as an Airpoints credit card. In both instances, your hotpoints will expire 10 business days from the date you close your hotpoints credit card account.

      Once your request to cancel or transfer your hotpoints credit card has been processed, you will not be able to do the following during the ten day expiry period:

      • redeem hotpoints online (only over the phone by calling 0800 861 862);
      • redeem hotpoints for holiday credits or e-vouchers; or
      • use the Points + Pay mechanism.

      The first time you have points that are due to expire we'll send you a reminder letter. You can keep track of any other points that are due to expire on your monthly statement and in the “My Account” section when you are logged in to the hotpoints website.

    • Q.

      Where do I find my points balance?

    • A.

      You can see how many hotpoints you have by checking your hotpoints account online via Westpac Online Banking. Your monthly credit card statement also shows hotpoints that you've earned or redeemed and points due to expire.

    • Q.

      How much does it cost to be a member of hotpoints?

    • A.

      There is no membership fee for hotpoints. Your membership is covered by your annual or six monthly credit card fee.

    • Q.

      Will I lose my hotpoints if I close my credit card account?

    • A.

      Yes, although you will have up to 10 business days from the date of cancellation to redeem your points. If you do not have enough hotpoints at the time of cancellation to claim a reward you may gift your hotpoints to another member.

    • Q.

      What happens to my hotpoints if I move to an Airpoints credit card?

    • A.

      Your hotpoints will expire 10 business days after moving to an Airpoints™ credit card, so you’ll need to redeem your hotpoints before transferring. If you’d like to continue earning hotpoints rewards, you can open an Airpoints credit card account and have both!

    • Q.

      Can I use hotpoints to pay my credit card account?

    • A.

      No – hotpoints cannot be used to pay the balance of your credit card account other than through Holiday Credits.

    • Q.

      Can I use hotpoints to pay my annual or bi-annual credit card account fees?

    • A.

      Yes – hotpoints can be used to pay your credit card account fees. Call 0800 861 862 (Monday to Friday 8:30am - 5:00pm) to use your hotpoints to pay your credit card account fees.

    • Q.

      How often is my hotpoints account updated?

    • A.

      Your hotpoints account is updated daily. When you see your hotpoints balance online you will get the balance of all hotpoints earned as of the end of the previous business day. For your hotpoints balance either visit the hotpoints website through online banking or call 0800 861 862 (Monday to Friday 8:30am - 5:00pm).

    • Q.

      What if I have more than one hotpoints credit card?

    • A.

      If you have two or more hotpoints credit cards they will both earn hotpoints and both have separate hotpoints accounts. These accounts cannot be joined but you’re able to gift points from one account to the other if you wish to combine your points.

    • Q.

      Can I gift my hotpoints to my other hotpoints account(s) or another hotpoints member?

    • A.

      Yes - hotpoints can be gifted to any of your hotpoints accounts or to another hotpoints member. There's no maximum limit on the amount of points that can be gifted to another hotpoints account, but there is a minimum of 2,500 points that can be gifted. You can gift your points online or by calling 0800 861 862 (Monday to Friday, 8:30am to 5:00pm).

    • Q.

      How do I redeem for a reward?

    • A.

      The easiest way is online via Westpac Online Banking by clicking on the ‘view/redeem hotpoints’ link to go through to the hotpoints website. Alternatively you can call hotpoints on 0800 861 862 (Monday to Friday, 8.30am - 5.00pm).

    • Q.

      Is there a minimum amount of hotpoints I can redeem?

    • A.

      Yes - to redeem for gift cards or contributions to a Westpac KiwiSaver Scheme account, you'll need a minimum of 3,600 hotpoints. The minimum required to redeem for merchandise will vary depending on the products that are available at the time. To redeem for Holiday Credits you can convert a minimum of 2,220 hotpoints at a time. To donate to charity you'll need to redeem a minimum of 900 hotpoints. To redeem for Pay Using Points at Flight Centre the minimum is 10,000 hotpoints.

    • Q.

      When I redeem my hotpoints for gift cards, can I request specific denominations?

    • A.

      To ensure gift card redemptions are processed and dispatched in a timely manner, we are unable to guarantee the denominations that you'll receive.

      If you wish to request specific denominations when redeeming for gift cards on the website, you can specify separate dollar amounts to add to your cart and we will try to meet your request.

      For example, to redeem $60 of Farmers gift cards in $20 denominations, select:

      $20 Farmers - add to cart

      $20 Farmers - add to cart

      $20 Farmers - add to cart

      Please note that if you request specific denominations this way it may delay the dispatch of your redemption, especially if your preferred gift card denominations are not in stock.

    • Q.

      How do I Pay Using Points at Flight Centre?

    • A.

      To pay directly for your travel with hotpoints, just visit any Flight Centre store or call them on 0800 354 449. You can also book and pay for flights with your hotpoints online at Flight Centre. To Pay Using Points at Flight Centre, Centre with hotpoints. All you need to get started is 10,000 hotpoints. If you haven’t got quite enough hotpoints to pay for your whole trip, you can make up the difference using Points + Pay.

    • Q.

      What is Holiday Credits?

    • A.

      Holiday Credits lets you pay for your travel with your Westpac hotpoints credit card, then use your hotpoints to redeem for Holiday Credits (up to 3 months after the purchase). You can redeem hotpoints for Holiday Credits to cover any part of your qualifying purchase so you can pay for your whole trip or just half a night at a hotel if you want to. A minimum of 2,220 hotpoints is required, which equals $10 worth of Holiday Credits. You can redeem any amount of hotpoints over 2,220 and we’ll calculate the dollars and cents amount to credit your Westpac hotpoints credit card account. When redeeming your hotpoints for Holiday Credits, 200 hotpoints equals $0.90.

    • Q.

      Can I redeem my hotpoints for travel-related purchases I make with my Debit Mastercard, Visa Debitplus or EFTPOS card?

    • A.

      No - you can only redeem hotpoints for Holiday Credits for purchases made on your Westpac hotpoints credit card.

    • Q.

      Can I change my plans while I’m away and still use Holiday Credits for those additional purchases?

    • A.

      Yes - if you make any qualifying travel purchases using your hotpoints credit card while you’re on holiday, you can redeem your hotpoints for Holiday Credits within three months of the qualifying purchases. Plus, you’ll also earn hotpoints for every dollar you spend on those additional purchases with your Westpac hotpoints credit card.

    • Q.

      I always pay my card in full every month, can I use Holiday Credits if I’ve already paid off my travel expenses?

    • A.

      As long as you call us within three months of the purchase date, we’ll be able to process your redemption and you’ll receive your Holiday Credits, regardless of whether or not you have a balance owing on your credit card account. This means you can still take advantage of up to 55 days interest free credit when you pay off your balance every month, and we’ll then make sure the credit is put onto your account when you redeem.

    • Q.

      Who can redeem the points on my hotpoints account?

    • A.

      Only primary and joint cardholders can redeem hotpoints. Additional cardholders are not able to redeem unless you've given us written authorisation. Written authorisation needs to include your credit card account number, the current mailing address on your account, the full name of the person(s) you are authorising, and your signature. Send this to: hotpoints, PO Box 4203, Auckland 1015.

    • Q.

      What is Points + Pay?

    • A.

      With Points + Pay you can top up all or part of your merchandise and gift card rewards with your Westpac hotpoints credit card. Simply choose how many hotpoints you want to redeem for selected items online, and it will show you the amount to pay in dollars with your Westpac hotpoints credit card. If you wish, you can use your Westpac hotpoints credit card to pay for the reward in full, so you can save your hotpoints for another reward. Points + Pay is only available for selected online redemptions. If you want to redeem for a product through the hotpoints Call Centre, you’ll only be able to do so using just your hotpoints.

    • Q.

      Can I use any credit card for the pay portion of Points + Pay?

    • A.

      No - you can only use a Westpac hotpoints credit card. If you try to use a non-Westpac credit card or a Westpac Low Interest Mastercard for example, a message will be displayed asking you to use an appropriate card instead.

    • Q.

      Can I have my gift cards redemption delivered by courier?

    • A.

      Yes – gift card redemptions are sent by standard post but you can use your hotpoints to pay for your gift cards redemption to be delivered via courier, this option is available in the shopping cart. If the total gift card value in your redemption transaction is $500 or more this will be couriered free of charge. A signature is required for delivery. The estimated courier delivery time frame is 3 to 7 working days from dispatch.

    • Q.

      Can I redeem for Holiday Credits if one of my purchases isn’t listed as a travel purchase in the Holiday Credits online redemption form?

    • A.

      Yes, if the purchase is a qualifying travel purchase it can be redeemed via our Contact Centre. Please contact us on 0800 861 862, Monday to Friday, 8:30am – 5pm to check if the purchase qualifies. You may need to provide proof of purchase.

    • Q.

      Can I pay my credit card account fee with hotpoints?

    • A.

      Yes, your annual credit card fee charges and joint or additional fee charges qualify for SpendBack™.
      You'll see them in your list of eligible purchases made within the last three months when you redeem online, as long as they charged to your account after 1 August 2017.

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