Frequently Asked Questions.
To find the answer you're looking for, search below or click on a topic. If you can't find what you're looking for please call us on 0800 861 862, Monday to Friday, 8am - 6pm.
What is changing?
We're introducing a new feature to hotpoints called hotpoints Pay®. This will allow you to use your hotpoints for purchases you make with your hotpoints credit card, anywhere Mastercard® is accepted*. This includes whether you're shopping in New Zealand, overseas or online. As part of the launch of hotpoints Pay we'll be updating the hotpoints website, with a refreshed look and adding some new features. Your log in details will remain the same.
*Eligible purchases exclude gambling chips or gambling transactions (including online gambling), cash advances, interest charges, 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.
What will happen to my hotpoints balance?
Your existing hotpoints balance won't be affected. Once the updated hotpoints website is live, when you log in and view your account information on the "My Account" page, you'll see all of the hotpoints you've previously earned as a total sum, with a description saying "hotpoints update". This just reflects your existing hotpoints balance transferring into the new system. Any hotpoints you have already earned will appear in your balance on our website and will be able to be redeemed using hotpoints Pay.
I want to redeem my points for SpendBack®, Holiday Credits or Pay Using Points at Flight Centre, but they've gone, so now what?
Now that we have hotpoints Pay, you have the choice and flexibility to use your hotpoints for any eligible purchase, anywhere Mastercard is accepted. Because of this, you'll no longer see specific redemption options for SpendBack, Holiday Credits or Pay Using Points at Flight Centre. Hotpoints Pay gives you the freedom to redeem for all of these purchases, plus many more!
My stored delivery addresses have disappeared, where are they?
If your delivery address is different to your primary address we have on file, you'll need to fill this in again on our updated website. You can load and save your preferred delivery address the next time you redeem for a physical reward.
On the hotpoints website I can't see all the purchases I made on my card in the last 90 days, where are they?
For hotpoints Pay, you'll only see a list of eligible purchases that you have enough points to redeem for using hotpoints Pay. If a purchase isn't showing here, you may not have enough hotpoints to cover the full purchase amount. The page will only display transactions that you can redeem for using your current hotpoints balance. You can also see all of your new card purchases in the My Account section. When we launched the updated website, your credit card purchase history wasn't carried over, but you'll see all your new purchases appear here, as you use your card.
Why is there an amount of hotpoints listed in my account history called 'hotpoints update'?
This is your existing hotpoints balance that has been transferred into the new hotpoints system.
I'm looking for something, but it seems to have changed or disappeared.
With our new website, we have taken the opportunity to simplify some of the rewards offering. If you are looking for something but can't find it, here's a few things that have changed:
- We no longer offer Points + Pay on gift cards. You can still use Points + Pay on merchandise items.
- The rewards available in hotpoints are refreshed regularly. If you were saving your points for something but it has now gone, we may have replaced it with a later model. However, now with hotpoints Pay you can go and buy it yourself by using your hotpoints credit card and enabling hotpoints Pay.
- You won't be able to transfer hotpoints to another customer.
- To transfer points between your own accounts, please call us on 0800 861 862, weekdays from 8am – 6pm.
What is hotpoints?
Hotpoints is Westpac's credit card rewards programme and is available on any Westpac hotpoints credit card (hotpoints Mastercard, Platinum Mastercard, World Mastercard and BusinessPLUS Mastercard). Every dollar you spend on a hotpoints credit card earns you hotpoints that you can redeem for a wide range of rewards.
How do I earn hotpoints?
Every time you make a purchase with your Westpac hotpoints credit card, you earn hotpoints. Some types of transactions don't earn hotpoints, such as cash advances, fees and interest charges, and cash substitutes such as gambling chips or online gambling. You can apply for a hotpoints credit card online.
How many hotpoints can I earn?
Different hotpoints credit cards have different earn rates. To see which card might be best for you, use the hotpoints calculator.
- hotpoints Mastercard: $1 spent = 1 hotpoint
- hotpoints Platinum Mastercard: $1 spent = 2 hotpoints
- hotpoints World Mastercard: $1 spent = 3 hotpoints
- hotpoints BusinessPLUS Mastercard: $1 spent = 1.25 hotpoints
The amount of eligible spend that can earn hotpoints is capped at $60,000 a month. Any spend over $60,000 on eligible purchases in each relevant month will not earn hotpoints. This cap does not apply to hotpoints BusinessPLUS Mastercard.
How does the cap work?
Hotpoints are earned every time you make an eligible transaction. Once you have made $60,000 worth of eligible transactions in a calendar month, no further hotpoints will be earned on your eligible spend until the beginning of the next month. The total spend amount includes eligible transactions made by any joint and additional cardholders on your account.
How do I use my hotpoints to get rewards?
To redeem your hotpoints, you can log in to the hotpoints website from Westpac One online banking using the "redeem your hotpoints now" link. You'll be able to see the whole catalogue of reward options, including gift cards, eCards, and merchandise. 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 eligible purchases you've made on your hotpoints credit card in the last 90 days.
Do hotpoints expire or have a time limit?
Yes, hotpoints last for three years from the month you earned them.
How much does it cost to be a member of hotpoints?
There is no membership fee for hotpoints. Your membership is covered by your annual or six monthly credit card account fee.
Do additional/joint cards accrue hotpoints separately, or do they do so to a “common” (e.g. main cardholder’s) account?
All cards linked to an account will earn hotpoints into one account, including additional cards. Joint cardholders can both redeem the hotpoints balance, but additional cardholders can't. All cards linked to an account will earn hotpoints into one account, including additional cards. Joint cardholders can both redeem the hotpoints balance for rewards, but additional cardholders can't. Additional cardholders are able to use hotpoints Pay if the primary cardholder selects their card from the dropdown list when enabling hotpoints Pay for a purchase.
I have more than one hotpoints 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 into another account of your own.
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 hotpoints accounts. If you have more than one hotpoints credit card, each is displayed individually. Simply click "redeem your hotpoints now" next to the account you want to use, and you'll be securely logged into the hotpoints website to redeem and view your account information. If you want to use a different hotpoints account, you'll need to log in using the link from Westpac One 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.
What is Points + Pay?
With Points + Pay you can top up part of your merchandise redemption 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. 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.
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 every purchase you make with your Westpac hotpoints Mastercard at your usual hotpoints earn rate.
Are Points + Pay purchases secure?
Yes. When you put your credit card details in for the payment on the hotpoints website, 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 card is removed from your Westpac One online banking profile and you can't use it any more. This also removes the link to log in to hotpoints online. Any remaining points you had can be accessed by calling us on 0800 861 862, weekdays from 8am - 6pm. During the 90 day expiry period, you won't be able to:
- redeem hotpoints online (only over the phone by calling 0800 861 862);
- 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?
Your hotpoints will be transferred to your new hotpoints credit card. The original 3 year expiry period will still apply, so any hotpoints earned on purchases you made on your original card 3 years ago will expire.
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.