Frequently Asked Questions
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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 eligible1 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® digital banking.
How many hotpoints can I earn?
Different Westpac hotpoints credit cards have different earn rates.
We have:
• 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 into Westpac One digital banking and either turn on hotpoints Pay for your next purchase or click ‘Visit the hotpoints website for more ways to redeem hotpoints’.
Once on the website, 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 your points 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 into the hotpoints website?
Simply log into Westpac One and select hotpoints below your list of accounts. Once on the hotpoints page, you can click ‘Visit the hotpoints website for more ways to redeem hotpoints’ below the relevant Westpac hotpoints credit card. If you have more than one Westpac hotpoints credit card, each card will be displayed individually.
After clicking the link, you will 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 under your preferred card.
Is there a minimum amount of hotpoints I can redeem?
You’ll need hotpoints to the values listed below for each redemption method:
• hotpoints Pay - $3.
• Gift cards or eCards -$20
• Westpac KiwiSaver Scheme Account - $20.
• Westpac Rescue Helicopter Charity - $5
Can an additional cardholder redeem hotpoints?
No, additional cardholders are unable to redeem hotpoints.
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 digital 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
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.
How does hotpoints Pay work?
hotpoints Pay lets you redeem your earned points on future or past purchases, either by toggling it on in Westpac One so your next purchase is paid for with points instead of credit, or by applying your points to purchases you’ve made in the last 90 days.
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. You can use your hotpoints to pay for your morning coffee, groceries, bills, spontaneous nights out, new furniture, birthday presents, or even your next holiday!
You can use hotpoints Pay for eligible transactions, wherever Mastercard is accepted, whether you’re in store, overseas, or shopping online. See the hotpoints terms and conditions for further details.
Why have you charged my card rather than redeem my points after I turned on hotpoints Pay?
To use hotpoints Pay, your credit card makes a purchase first. If you have turned on hotpoints Pay for your next purchase, it will automatically redeem your hotpoints when your next eligible transaction is made. Then you'll see a credit for that dollar amount come back onto your credit card account within two business days. We recommend you turn on 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 turn on hotpoints Pay to make a purchase?
To turn on hotpoints Pay for your next purchase, follow the steps below:
- Log into Westpac One digital banking.
- Select ‘hotpoints’ under your accounts.
- Turn on hotpoints Pay for your next purchase.
- Your points will be used next time you make a purchase with your hotpoints Mastercard.
Your account will be credited with the transaction amount within two business days.
If we have your mobile number, you’ll receive a text message confirming you’ve successfully used hotpoints Pay. Make sure your mobile number is up-to-date to receive these notifications.
After your transaction has gone through, hotpoints Pay will automatically turn off. To use hotpoints for another purchase, simply start over and turn on hotpoints Pay again.
You can also call us on 0800 861 862, weekdays between 8am and 6pm, and we can turn on hotpoints Pay for you.
How do I use hotpoints Pay on past purchases?
- Log into Westpac One digital banking.
- Select ‘hotpoints’ under your accounts.
- Select ‘Visit the hotpoints website for more ways to redeem hotpoints’.
- When you land on the hotpoints website, click on the hotpoints Pay tile.
- This will direct you to the hotpoints Pay page where you can click ‘Use hotpoints Pay for past purchases’.
- Select your card and date range and then search your transactions for the purchase you would like to redeem your points on.
If we have your email address, we’ll send you a confirmation email. To use your hotpoints for another past purchase, simply go back to your transaction list and choose another transaction.
Is there a minimum purchase or points amount I need to use hotpoints Pay?
Yes, you’ll need at least $3 worth of Hotpoints to redeem.
What if I don’t have enough points to pay for my whole purchase?
If you turn on 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 digital 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 Westpac One and selected ‘hotpoints’, you will be able to see each of your cards with the option ‘Turn on hotpoints Pay to use hotpoints for your next purchase’ below them. When you make your next purchase on the card you select, this will use hotpoints Pay.
Does the hotpoints Pay amount count towards my monthly payment?
Use of hotpoints Pay does not count towards your account’s minimum payment requirements. See the Conditions of Use for more information.
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 two 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, by calling us on 0800 861 862, weekdays between 8am and 6pm. Once you've done that, log into Westpac One digital banking, select 'hotpoints', and turn on hotpoints Pay for the card you have transferred your points to. Your hotpoints will be used for the next purchase you make with that card.
Terms and exclusions apply. Credit Card Conditions of Use for the applicable card apply. Find out more at westpac.co.nz/hotpointspay
I have more than one hotpoints account, can I choose which one I want to use for hotpoints Pay?
Yes. When you log into Westpac One and select ‘hotpoints’ you’ll be able to see your various hotpoints accounts and will have the option to turn on hotpoints clearly visible below each card.
Can I use Apple Pay or Google Pay when I use hotpoints Pay?
Yes. If your Westpac hotpoints credit card has been loaded into Apple Pay or Google Pay, you’ll be able to use these methods for purchases after turning on hotpoints Pay in Westpac One digital banking. You can also use hotpoints Pay on purchases you've already made using Apple Pay or Google Pay, within the last 90 days, as long as you have enough hotpoints to pay for those purchases in full.
How do I use my Westpac hotpoints Mastercard loaded into Apple Pay or Google Pay for my next purchase for hotpoints Pay?
If you want to turn on hotpoints Pay for your next purchase using Apple Pay or Google 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 or Google Pay.
I accidentally used hotpoints Pay for the wrong purchase, what can I do?
If you turned on 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 turn off hotpoints Pay if you don’t go through with your purchase after you have turned it on. You can easily do this in Westpac One.
Why did my hotpoints Pay redemption decline?
Your hotpoints Pay redemption may have been declined because:
• hotpoints Pay was not turned on for your next transaction;
• your transaction amount is under $3;
• the transaction type is not eligible for hotpoints Pay;
• your transaction was declined;
• you have insufficient limit on your credit card for the transaction; or
• there may be a block on your credit card or on your account.
However you can still use hotpoints Pay to redeem on eligible transactions up to 90 days later provided you have enough hotpoints to cover the full amount, by logging in to the hotpoints website to view the list of eligible transactions in the 'hotpoints Pay' section. If you have any questions, call us on 0800 861 862, weekdays from 8am to 6pm.
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 turned on 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 turn on 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 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 you have blocked your card after making a hotpoints Pay purchase, the credit will still be applied to your credit card account.
My card is nearly at its limit, but I have a lot of hotpoints, can I use hotpoints Pay?
If your purchase will take your card over its limit, your purchase will be declined and hotpoints Pay won't work. You can still redeem for other reward options, such as gift cards or charity donations, which don't require the use of your credit card.
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.
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.
Please note, 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.
Things you should know
hotpoints® terms and conditions apply.
1Certain 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, 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.
hotpoints will be earned at the rates specified and published by us from time to time on our website at westpac.co.nz/hotpoints. Tiered earn rates will reset at the start of each calendar month. hotpoints earn rates and tiers, as applicable, are subject to change. There is a minimum number of hotpoints you must earn before you are eligible to redeem your hotpoints for any reward or for hotpoints Pay®. hotpoints terms and conditions apply. Reference to non-Westpac websites are provided for your convenience only. Westpac accepts no responsibility or the availability or content of such websites.
hotpoints® and hotpoints Pay® are registered trademarks of Westpac Banking Corporation.
Mastercard® is a registered trademark and the circles design is a trademark of Mastercard International Incorporated.