Frequently Asked Questions.
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What is changing?
We’re introducing a change to our current hotpoints rewards for the hotpoints Mastercard®, hotpoints Platinum Mastercard and hotpoints WORLD Mastercard.
On and from 01/02/2023, customers will earn hotpoints on these credit cards based on tiered earn rates. There will be two tiers with each tier having a different earn rate. The first tier will benefit from a higher earn rate and once the total value of eligible purchases* on an account for a calendar month reaches the top of that tier, any eligible purchases for the remainder of the month will start earning hotpoints at the second tier’s earn rate. The tiered earn rates will then re-set at the start of each calendar month.
In addition, we’re also removing the existing cap of $60,000 in relation to eligible spend that can earn hotpoints.
Please note that no changes are being made to the BusinessPLUS Mastercard and none of the other benefits associated with your Westpac hotpoints credit card are changing.
For more information on the changes to your hotpoints rewards, along with the earn rates associated with each Westpac hotpoints credit card product go to westpac.co.nz/hotpointschanges
What happens when these changes take effect?
These changes will happen automatically on 01/02/2023.
Any eligible purchases that are processed to your Westpac hotpoints credit card account on and from 01/02/2023 will earn hotpoints at the new tiered rates, regardless of when each individual purchase was actually undertaken.
What is hotpoints?
Hotpoints is Westpac's credit card rewards programme and is available on any Westpac hotpoints credit card (hotpoints Mastercard, hotpoints Platinum Mastercard, hotpoints WORLD Mastercard and BusinessPLUS Mastercard).
Every eligible* dollar you spend on a Westpac hotpoints credit card earns you hotpoints that you can redeem for a wide range of rewards.
How do I earn hotpoints?
Every time you use your Westpac hotpoints credit card for an eligible purchase, you will earn hotpoints.
How can I get a Westpac hotpoints credit card?
You can apply for a Westpac hotpoints credit card via our website westpac.co.nz/credit-cards/hotpoints, or if you are already an existing Westpac customer, via Westpac One®, online banking.
How many hotpoints can I earn?
Different Westpac hotpoints credit cards have different earn rates.
• three personal Westpac hotpoints credit cards which are intended wholly or predominantly for personal, domestic, or household purposes. To see which personal card might be best for you, use the hotpoints calculator. These cards earn hotpoints on a tiered earn rate basis; and
• one business Westpac hotpoints credit card, BusinessPLUS Mastercard, which is intended wholly for purposes other than personal, domestic or household purposes.
You can also visit us on westpac.co.nz/credit-cards/hotpoints for a full list of tiers and earn rates on our personal Westpac hotpoints credit cards, and on BusinessPLUS Mastercard® with hotpoints® | Westpac NZ for the earn rate on our BusinessPLUS Mastercard.
How do I use my hotpoints to get rewards?
To redeem your hotpoints, you can log in to hotpoints online from Westpac One, online banking using the "redeem your hotpoints now" link.
You'll be able to choose what type of reward you are looking for. You'll also be able to donate your hotpoints to the Westpac Rescue Helicopter, make a contribution to a Westpac KiwiSaver Scheme Account and use hotpoints Pay for qualifying purchases you've made on your Westpac hotpoints credit card in the last 90 days.
Do hotpoints have an expiry period or time limit?
Yes, hotpoints earned on an account are valid for 35 months from the date they are awarded and will expire at the end of the relevant calendar month.
When you make a redemption or use hotpoints Pay, your oldest points will be used first.
How much does it cost to be a member of hotpoints?
Your annual credit card fee relates to the maintenance of your Westpac hotpoints credit card, including the hotpoints programme. There is no additional membership cost.
Do additional/joint cards accrue hotpoints separately, or do they do so to a “common” (e.g. main cardholder’s) account?
Each Westpac hotpoints credit card account, once opened, will be automatically enrolled in the hotpoints programme, and hotpoints will be earned every time a credit card (whether a main, joint or additional card) or other payment instrument linked to an account is used for eligible purchases or payments.
Main and joint cardholders, as applicable, can each redeem hotpoints earned; however, additional cardholders are unable to redeem hotpoints earned.
I have more than one hotpoints credit card account, how do I transfer points between them?
You’ll need to call us on 0800 861 862, weekdays from 8am – 6pm, and we can transfer your points to one of your other Westpac hotpoints credit accounts.
Can I gift my hotpoints to someone else with another hotpoints credit card account?
No. You are not able to gift your hotpoints to another customer with another Westpac hotpoints credit card account.
How do I log in to hotpoints?
First, log into Westpac One, online banking. On the home page you'll see a hotpoints section under the list of accounts. Click on this, and a new page will open on the right-hand side, showing your Westpac hotpoints credit card accounts. If you have more than one Westpac hotpoints credit card, each card will be displayed individually.
Simply click "redeem your hotpoints now" next to the account you want to use, and you'll be securely logged into hotpoints online to redeem and view your account information. If you want to use a different Westpac hotpoints credit card account, you'll need to log in using the link from Westpac One, online banking for that account instead.
Is there a minimum amount of hotpoints I can redeem?
To use hotpoints Pay, you'll need 667 hotpoints which is $3. To redeem for most Gift Cards or eCards, or contribute to a Westpac KiwiSaver Scheme Account, you'll need a minimum of 3,600 hotpoints which is $20. The minimum required to redeem for merchandise will vary depending on the products that are available at the time. You can donate as little as 900 points to charity which is $5.
Can an additional cardholder redeem hotpoints?
No, additional cardholders are unable to redeem hotpoints.
What is Points + Pay?
With Points + Pay you can top up part of your merchandise redemption with your Westpac credit or debit card (or other payment instrument linked to your Westpac credit or debit card account). 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 credit or debit card.
For example, if you want to get a coffee machine from our rewards catalogue but you don't have quite enough points, you can choose the amount of points you want to use and then pay the difference.
When you use a Westpac hotpoints credit card or other payment instrument linked to your Westpac hotpoints credit card account, you’ll also earn hotpoints at the relevant tiered (as applicable) earn rate(s) for every dollar spent in the “pay” portion.
Can I choose the amount of points or dollars I want to use to get my reward?
Yes, you can choose any combination of hotpoints and dollars to get your chosen reward, starting from 5 hotpoints.
Do I earn hotpoints on Points + Pay purchases?
Yes – you’ll continue to earn hotpoints for the “pay” portion of every purchase you make with your Westpac hotpoints credit card at the relevant tiered (as applicable) earn rate(s).
Are Points + Pay purchases secure?
Yes. When you put your credit or debit card details in for a payment in hotpoints online, it is processed through a secure payment gateway.
How do I see a Points + Pay purchase on my statement?
You'll see the purchase amount come through on your credit card statement as "hotpoints purchase Auckland NZL".
How do I enter my KiwiSaver details?
When you make a redemption for a Westpac KiwiSaver Scheme Account contribution, you will enter your KiwiSaver account details during the checkout process. The first time you redeem, you’ll need to add these details. When you redeem again, you can choose to use existing details, or add a new account. You can also update the details against an existing Westpac KiwiSaver Scheme Account number.
Can I make a KiwiSaver Contribution to multiple KiwiSaver accounts?
Yes. You can make multiple redemptions, and then select the Westpac KiwiSaver Scheme Account for each one, during the checkout process. You can add new KiwiSaver account details for any redemption by selecting the 'Add' option.
My KiwiSaver redemption didn’t go through, what should I do?
If we can’t process your Westpac KiwiSaver Scheme Account contribution, you may have entered incorrect details relating to the account. You’ll receive a letter or email to say that it wasn’t processed, and your points weren’t redeemed. You can try again and check the details you entered, and update them if they are wrong. If you need to change the Westpac KiwiSaver Scheme Account number, just call us on 0800 861 862, weekdays 8am-6pm.
When I redeem my hotpoints for gift cards, can I request specific denominations?
Yes, when you order gift cards or eCards you can add specific denominations to your cart. For example, to redeem $60 of Farmers gift cards in $20 denominations, select the $20 Farmers Gift Card and change the quantity to 3 and then add to cart.
Can I have my gift cards redemption delivered by courier?
Gift card redemptions are sent by standard post and will be delivered within standard postal timeframes. If the total gift card value in your redemption transaction is $500 or more, this will be couriered free of charge, and a signature will be required for delivery. The estimated courier delivery time frame is 3 to 7 working days from dispatch.
I've closed my hotpoints credit card, why can't I log in to hotpoints online?
Once we have received your closure request, your Westpac hotpoints credit card will be removed from your Westpac One, online banking profile, together with the link to log in to hotpoints online.
Your hotpoints membership will not however be cancelled until closure of your Westpac hotpoints credit card account (this is when the outstanding balance on your account has been paid) and any hotpoints earned on your account can continue to be redeemed within 90 days of closure. Any hotpoints remaining after this date will expire.
Therefore, following cancellation up until 90 days following closure, you will be able to redeem hotpoints over the phone by calling 0800 861 862, weekdays from 8am - 6pm. However, during this period, you won’t be able to:
- redeem hotpoints online,
- redeem hotpoints for hotpoints Pay, or
- use the Points + Pay mechanism.
What happens to my hotpoints if I change from one hotpoints credit card to another hotpoints credit card?
Any hotpoints earned will be transferred to your new Westpac hotpoints credit card account. However, please note that the original expiry period will still apply. Refer to ‘Do hotpoints have an expiry period or time limit?’
What happens to my hotpoints in the event of my death/the death of a joint cardholder?
If you’re a sole cardholder, we’ll reach out to the appropriate estate representative as part of our deceased estates process and at their discretion they will either:
(i) transfer the hotpoints earned on your account to another Westpac hotpoints credit card account; and/or
(ii) redeem the hotpoints earned on your account.
Please note: we’ll refund any hotpoints earned on your account that expire between the time of your death and the applicable transfer/redemption.
If you are a joint cardholder and the other joint cardholder dies, we will reach out to you as part of our deceased estates process to discuss your Westpac hotpoints credit card account as well as the hotpoints earned on the account.
*Certain purchases and transactions do not earn hotpoints (see the applicable Credit Card Conditions of Use for full details), including: fees, charges or interest, balance transfers, credit card repayment insurance, tax payments (including local council rates and ACC Levies), gambling chips or gambling transactions (including online gambling), cash withdrawals from your account, money orders, travellers cheques and foreign currencies in cash, business-related purchases made with a hotpoints Mastercard other than a Westpac BusinessPLUS Mastercard and transactions on any nominated account(s) linked to your hotpoints Mastercard. Tiered earn rates will reset at the start of each calendar month.
How does hotpoints Pay work?
To use hotpoints Pay for something you want to buy, simply log into hotpoints from Westpac One and head to the hotpoints Pay page. Here you'll need to enable hotpoints Pay for your next purchase. Then, when you make your next purchase with your hotpoints Mastercard, hotpoints Pay will use your hotpoints immediately, and a statement credit for that dollar amount will appear on your account within 2 business days. If we have your mobile number on file, you'll receive a text message to confirm whether the redemption was successful. Please note, you'll need at least 667 hotpoints to use hotpoints Pay, which equals $3. When you enable hotpoints Pay, it will only use your hotpoints for your next one transaction - it will not remain enabled for multiple transactions.
What can I use hotpoints Pay for?
Hotpoints Pay gives you the freedom to use your hotpoints in the way that's best for you. Now your hotpoints can pay for your groceries, utility bills, spontaneous nights out, wardrobe update, dinner, new furniture, mum's birthday present, your gym membership, subscriptions like Netflix, or even your morning coffee. You can use hotpoints Pay for eligible purchases, wherever Mastercard is accepted*, whether you're in store, overseas, or shopping online. You can see the full list of qualifying purchases here.
What purchases on my credit card can’t I use hotpoints Pay for?
Some transaction types are excluded from earning hotpoints and hotpoints Pay redemptions, such as cash advances, gambling transactions, tax payments, balance transfers, fees, charges, interest charges, fines and money transfers. Only eligible purchases made with a hotpoints Mastercard can be used for hotpoints Pay.
Why have you charged my card rather than redeem my points after I enabled hotpoints Pay?
To use hotpoints Pay, your credit card makes a normal purchase first. If you have enabled hotpoints Pay for your next purchase, it will automatically redeem your hotpoints when your next eligible purchase is made. Then you'll see the corresponding dollar amount come back onto your credit card within 2 business days. We recommend you enable hotpoints Pay just before the purchase you want to use it for, so you know how your points will be used. You'll also earn hotpoints on the purchase amount.
Do I earn hotpoints on the purchases I make when using hotpoints Pay?
Yes, because you are using your hotpoints Mastercard, you'll earn hotpoints on the purchase at the same time as you redeem with hotpoints Pay.
How do I redeem with hotpoints Pay?
Log into hotpoints from your Westpac One online banking, and head to the hotpoints Pay page. Here you'll be able to enable hotpoints Pay for your next purchase. Once it is enabled, you'll be able to disable it if you change your mind before your next purchase. After a successful hotpoints Pay redemption, it will automatically disable - so it won't remain enabled for multiple transactions. Once you have redeemed, the dollar amount of your purchase will be credited to your hotpoints credit card account within 2 business days. You can also call us on 0800 861 862, weekdays between 8am and 6pm, and we can enable hotpoints Pay for your next purchase. You can also make a hotpoints Pay redemption for purchases you have already made, provided you have enough hotpoints to cover that purchase in full.
Is there a minimum purchase or points amount I need to use hotpoints Pay?
Yes. You'll need to make a purchase of at least $3 to get started, and have at least 667 hotpoints.
What if I don’t have enough points to pay for my whole purchase?
If you enable hotpoints Pay for your next purchase, but you don't have enough points to pay the full amount, your whole hotpoints balance will be used, and you'll receive the dollar credit for that partial amount of your purchase. If you use hotpoints Pay to redeem for a purchase you've already made within the last 90 days, you'll need enough hotpoints to cover the full purchase amount.
How do I see my redemption history?
You can see your hotpoints Pay redemption history on the hotpoints website in the "My Account" section. Hotpoints Pay offers real-time purchase information, so you'll be able to see information on purchases that you've made but that may have not yet been cleared by Westpac.
What should I do if I do not receive a text message notification after my hotpoints Pay purchase?
If you did not receive a notification that you believe you should have received, we may not have your mobile phone number. You can load this into the 'Personal Details' section of your Profile in Westpac One online banking. You can also check the redemption history page in the hotpoints website, and check the transactions on your credit card in Westpac One.
If I have more than one card in my hotpoints account, can I choose which one I want to use for hotpoints Pay?
Yes. When you have logged in to hotpoints from Westpac One, you can choose from the drop-down list of cards which card you want the hotpoints Pay redemption to apply to. When you make your next purchase on the card you select, this will use hotpoints Pay.
Why did my hotpoints Pay redemption decline?
Your hotpoints Pay redemption may have been declined because:
- hotpoints Pay was not enabled for your next purchase;
- you have less than 667 hotpoints;
- your purchase amount is under $3;
- the purchase type is not eligible for hotpoints Pay;
- your purchase was declined;
- you have insufficient limit on your credit card for the purchase; or
- there may be a block on your credit card or on your account.
However you can still use hotpoints Pay to redeem for eligible purchases up to 90 days later provided you have enough hotpoints to cover the full purchase amount, by logging in to the hotpoints website to view the list of eligible purchases in the ""hotpoints Pay"" section. If you have any questions, call us on 0800 861 862, weekdays from 8am to 6pm.
What if I don't want to use hotpoints Pay?
That's totally fine, hotpoints Pay is simply a new and more flexible way to use your hotpoints, so you can choose whether you use it or not. You can still redeem your hotpoints for our range of Gift Cards, merchandise rewards and other reward options.
When will the dollar credit come back into my credit card account after I've done a hotpoints Pay redemption?
You'll see the dollar credit on your account within 2 business days.
How can I tell which item on my statement is the hotpoints Pay redemption?
Your hotpoints Pay redemptions will be called "hotpoints Pay" on the list of purchases on your statement, and you'll see the corresponding dollar credit amount for your redemption. You can also see your redemptions and transactions in your account history on the hotpoints website.
If I've got two hotpoints accounts, how do I combine my balances so I can use all my points for one hotpoints Pay redemption?
You'll need to transfer all of your points into one account first. Once you've done that, log in from Westpac One online banking to the hotpoints account which has all of your points. Enable hotpoints Pay here, choosing the right card for your next purchase, and your hotpoints will be used for the next purchase you make with that card.
I have more than one hotpoints account, can I choose which one I want to use for hotpoints Pay?
Yes. You can choose the hotpoints account you want to log into from Westpac One. This will be the one that you use for hotpoints Pay. If you have more than one card linked to your account, you will need to select the card from the drop-down list shown. To use a Westpac credit card loaded into Apple Pay, just select your main physical card from the drop-down list, which will process any purchases you make with Apple Pay.
Does the hotpoints Pay amount count towards my monthly payment?
No, you'll still be responsible for your credit card payments as they fall due, as shown on your monthly credit card statement.
If I refund my hotpoints Pay purchase, what happens?
If you refund an item you have paid for with your hotpoints credit card, the hotpoints you earned on that purchase will be reversed. If you also used hotpoints Pay for that purchase, the points you used will not be added back to your account, but the dollar credit remains on your account.
What if a merchant places a hold on my card, for example when I book a hotel or swipe at a petrol pump?
If you've enabled hotpoints Pay and the next time you use your card is for an authorisation such as hotel bookings or petrol, hotpoints Pay will use your hotpoints against the authorisation amount, not the final purchase amount. We recommend you enable hotpoints Pay just before you plan to use your card, so you know which purchase it's used on. For example, if the petrol station places a $200 hold on your card but the cost of your petrol is $80, hotpoints Pay will be used for the $200 amount. You'll see a $200 credit back on your account, rather than an $80 credit.
My card is nearly at its limit, but I have a lot of hotpoints, can I use hotpoints Pay?
Your card must be able to make a successful purchase first, before hotpoints Pay will work. If your purchase will take your card over its limit, your purchase will be declined and hotpoints Pay won't work. While we want our customers to have the flexibility to use their hotpoints in a way that suits them, we are mindful of our obligations as a responsible lender and want to ensure a positive outcome. You can still redeem for other reward options, such as Gift Cards or merchandise, which don't require the use of your credit card.
Can I use Apple Pay when I use hotpoints Pay?
Yes. When you enable hotpoints Pay for your next purchase, you'll choose the card from a drop-down list on the hotpoints website. This includes Westpac hotpoints credit cards you've loaded into Apple Pay for hotpoints Pay, and you can also use hotpoints Pay on purchases you've already made using Apple Pay, within the last 90 days as long as you have enough hotpoints to pay for those purchases in full.
I've made a large purchase on my credit card and used hotpoints Pay against this, but now I'm nearly at my maximum credit limit. How quickly will my available limit reflect the dollar credit, so I can continue to use my credit card?
Your overall credit card limit should not be impacted by your hotpoints Pay purchase. Although the dollar credit may take a few days to actually appear on your account, the redemption should remove the corresponding purchase from your available limit almost immediately, so you can continue to use your credit card for other purchases. You'll still receive a confirmation text message that the redemption was successful, before your limit is adjusted.
How do I use my Westpac hotpoints Mastercard loaded into Apple Pay for my next purchase for hotpoints Pay?
If you want to enable hotpoints Pay for your next purchase using Apple Pay, simply select your normal physical card from the drop-down list of cards. This will pick up your next purchase, including one you make with Apple Pay.
I accidentally used hotpoints Pay for the wrong purchase, what can I do?
If you enabled hotpoints Pay and the wrong purchase was used for hotpoints Pay, we are not able to reverse the redemption. However, the dollar credit for your purchase will come into your account, so you will still receive the benefit from your hotpoints. It’s a good idea to go back and disable hotpoints Pay, if you don’t go through with your purchase once you have enabled it.
My card is blocked but I have a lot of hotpoints, can I use hotpoints Pay?
Your card must be able to make a successful purchase before hotpoints Pay will work. If your card is blocked and can't be used, your purchase will be declined and hotpoints Pay won't work.
I used hotpoints Pay for a purchase but now I've blocked my card, will this affect my dollar credit from the redemption?
If you have blocked your card, the credit will still be applied to your credit card account. If your account is blocked, the credit may not come through, so please call us on 0800 888 111.
What if I make a purchase in a foreign currency?
If you want to use hotpoints Pay for a purchase you've made in a foreign currency, it will calculate the points needed based on Westpac's prevailing exchange rate in NZ dollars. Please note that there are some countries where Mastercard is not accepted, such as Cuba.
When does hotpoints Pay calculate the price in a foreign currency, if the credit won’t appear for a few days?
The hotpoints Pay amount is calculated on the day you make the purchase, so you'll use Westpac's prevailing exchange rate on that day.
I made a purchase in a foreign currency and used hotpoints Pay, will the hotpoints Pay amount include the currency conversion fee?
No, the currency conversion fee is charged separately, so hotpoints Pay will only be used for your purchase amount and you’ll only be credited that amount.
*Eligible purchases exclude gambling chips or gambling transactions (including online gambling), cash advances, interest charges, tax payments, or transactions on any nominated account(s) linked to your credit card or account, or any other purchase that Westpac deems ineligible for hotpoints Pay. Only purchases made with a hotpoints Mastercard can be used for hotpoints Pay.
Mastercard is a registered trademark, and the circle design is a trademark of Mastercard International Incorporated.
Now you've got more freedom with hotpoints Pay®.
Use your hotpoints anywhere Mastercard® is accepted*.
*Terms and conditions apply.