FAQ's

Due to the variety of rewards, the shipping policy and terms may differ from reward to reward. Please check the specific policies under Merchant Details for the respective partner and the Rules & Restrictions for each specific reward.

Reward order cancelation differ from reward to reward,, however, please note that return policies may vary across reward merchants and that additional, reward-specific terms & conditions may apply. In case of questions, please directly contact the appropriate merchant via the contact details stated in your order confirmation. In case reward cancellations are permitted, please always contact the merchant directly to cancel the order.

Reward orders cannot be cancelled generally after submission of your order, however please note that return policies may vary across Reward Merchants and that additional, reward-specific terms & conditions may apply. In case of questions, please contact the appropriate Merchant at the number stated in your order confirmation. In case reward cancellations are permitted, please always contact the Merchant directly to cancel the order.

Yes, gifts to non ETIHAD GUEST members are permitted as the desired shipping and delivery address can be different from the address registered with your ETIHAD GUEST account. Please note, however, that certain delivery restrictions may apply to the designated shipping address which may not apply to the address of your ETIHAD GUEST account. If so, you will automatically be advised accordingly.

On the Etihad Guest Reward Shop you can pay with VISA and MasterCard. We use 3-D Secure Services (i.e., Verified by Visa, Mastercard SecureCode) from our Wirecard payment gateway to process your online payment. For millions of people around the world, 3-D Secure is the way to pay - trusted and secure.

All non-flight purchase price settlements are processed exclusively in AED [United Arab Emirates Dirhams], USD [United States Dollars], EUR [Euro] or GBP [United Kingdom Pounds] and your credit card will be charged accordingly. For your convenience, you can set a Display Currency on the Reward Shop which will make the purchase price for all rewards appear in your preferred currency, calculated at the current applicable currency exchange rate (for information purposes only).

Retail and mileage prices for rewards offered on the ETIHAD GUEST Reward Shop may vary according to the selected delivery destination. All reward prices are calculated on a daily basis and depend on respective currency exchange rates (provided by www.xe.com).

If you have already registered with ETIHAD GUEST and do not remember your password, you can have your password sent to you. Select the link Forgot your Password in the login tile in the top-right corner. Just type your Username or ETIHAD GUEST Number and your email address provided at the time of registration. Well send the password to your email address.

Vouchers and Gift Certificates (electronic or paper) bought over the ETIHAD GUEST Reward Shop are not replaceable if lost, stolen, destroyed or expired.

Please find the ETIHAD GUEST Programme Terms & Conditions in the left navigation under Etihad Guest Info. For partner-specific terms, please refer to the respective Merchant Details page. For every specific reward, additional terms may be displayed under Additional Information on the Reward Detail page.

For all questions related to the delivery of your reward order, please contact the Reward Merchant. Go to Your Transactions to find the contact details of your Reward Merchant. For other questions or general inquiries about the ETIHAD GUEST programme, please do not hesitate to contact a Service Center representative at the number 800 GUEST (toll-free within the UAE) or via email to guest@etihadguest.com. Additional Contacts can be found under Etihad Guest Info.

Your username is same as your Etihad Guest Username/Membership Number.

Reward Card is empty with zero balance and is loaded only after you indicate the amount of miles you would like to use and provide permission to do so.

You can activate your Plastic Visa Reward Card under ‘My Reward Cards’ by selecting ‘Activate Plastic Visa Reward Card’ and entering your Card number with your Reward Card password.

You can use your Reward Card anywhere VISA prepaid cards are accepted.

Please call the card assistance center immediately on +41 58 880 98 00. Agents are available 24 hours a day.

Please check if you have uploaded sufficient credit for your purchase. Please also check that Swiss credit cards are accepted by your merchant (Plastic Visa Reward Card and Virtual Visa Reward Card are issued in Switzerland and merchants, in some cases, are only allowing purchases with credit or prepaid cards issued in the domestic market). If you are still unsure why the card has been refused, please call the cards assistance center on +41 58 880 98 00. Agents are available 24/7.

Your card may have been blocked for security reasons. Please call the card assistance center on +41 58 880 98 00. Agents are available 24 hours a day.

You can unload your Reward card by selecting ‘Unload remaining amount’ and then re-load correct amount.

When you receive your ordered Plastic Visa Reward Card you will receive PIN code in separate envelope. If you store your PIN in Reward Card App (iPhone, Android) under PIN Secure Wallet, you can retrieve it under ‘My reward card’ by selecting ‘Plastic Visa Reward Card’.

Before first use, you can activate it under ‘My reward card’ by selecting ‘Activate Plastic Visa Card’. Only activated Plastic Visa Cards can be used.

If you have ordered and received a Plastic Visa Reward Card, you will receive a PIN code in a separate envelope. Do not write down your PIN anywhere nor disclose it to anyone. On the Reward Card App (iPhone, Android), you have the option to store your PIN code in the PIN Secure Wallet. If you have not stored your PIN code in the PIN Secure Wallet upon activation, you can add it anytime under ‘My reward cards’ by selecting ‘Plastic Visa Reward Card’.

Please report it to support@pointspay.com. We will be happy to resend your PIN to you by post. You should receive it within 2 weeks depending on your country of residence.

You cannot pay in store with your Virtual Visa Reward Card but you can do so with a Plastic Visa Reward Card.

Yes, you can use it like any other prepaid credit card.

This is currently not possible.

You can use your Reward Cards everywhere VISA prepaid cards are accepted.

Your card is loaded for 3 days, with an optional 24 hours extension. Once your card timer expires, your unspent credit is automatically and securely transferred back to your Etihad Guest account as miles. The same conversion rate applies.

Yes. The limit is based on multiple criteria such as your card and your Etihad Guest account. The maximum allowed loading amount in your selected currency is displayed whenever you make a loading request.

No, currently it is not possible to top up your regular credit card using Reward Cards.

No, you cannot save credit on Reward Cards. It is automatically credited back to your Etihad Guest account when the card timer expires. The Reward Card App lets you spend your miles at over 30 million outlets worldwide so there’s plenty of opportunity to use them before they expire.

Sometimes a slightly higher amount of miles is temporarily charged from your Etihad Guest account. This happens when the merchant's payment system temporarily charges a 'test amount' from your Reward Card (in most cases, around 1 USD) to verify the validity of the card. When this is the case, the 'test amount' will be refunded to your Etihad Guest account (in miles), once the merchant has settled the purchase amount. This usually happens within a couple of days, but can take up to a week. The most well-known merchants that apply this temporary 'test amount' charge are Amazon.com and iTunes.

Yes, you can unload the remaining amount from your Reward Cards manually, any time before the timer expires. To do that, go to 'My Reward Card > Unload remaining amount'.

In some particular cases your card can be declined by a merchant. Such merchants can be:

• Car rental companies and hotels which do not allow prepaid cards.
• Music or video stores where, due to country-specific copyright licenses, merchants restrict the usage of credit or prepaid cards not issued in the domestic market.
• Reward Cards are currently issued in Switzerland, therefore your card may be declined by a merchant that does not accept credit or prepaid cards, which are not issued in the domestic market.

No, Reward Card cannot prevent your Etihad Guest Miles from expiring, unless you spend them before the expiration date. Remember that Reward Card lets you spend your miles at over 30 million outlets worldwide, so there are plenty of opportunities to use them before they expire.

In case of charge backs, declined transactions or returns, your miles will be refunded to your Etihad Guest account after the merchant prepares and completes the refund process on your card. Depending on the merchant, it can take from 2 to 14 business days.

No, there is a single fixed loading fee of around USD 0.99, irrespective of the amount being loaded.

When shopping with merchants such as Amazon or EBay, please proceed with your transaction as soon as your Reward Card is loaded and extend the expiry time for another 24h. This is to avoid the transaction from getting cancelled, due to the fact that these merchants often take up to 48h after checkout to charge your card.

Before loading your Reward Card, you will see the exact amount of miles which will be deducted from your program account. To give you an approximate idea, the conversion rate is normally between 1.4 and 1.6 Etihad Guest Mile per 1 USD cent.

To retrieve your forgotten password, click here.

If you are logged in, you can find it under 'My profile'. If you are not logged in, please contact us and we will help you find it.

You can delete your account by selecting 'Delete account' under 'My profile'. If you wish to block your account please contact us.

You can see all transactions under ‘My Reward Orders’ in section ‘My Rewards’.

Card transactions are all the transactions you have made in miles to issue, load or unload your Plastic Visa Reward Card or Virtual Visa Reward Card.

Reward cards merchant transactions are all transactions you have made online or in-store.

You can make changes to your profile information under ‘My Reward Card’ by selecting ‘My Cardholder profile’.

Preferred currency is used to display your loading limit, total spending and amount available. It can be changed under ‘My Reward Cards’ by selecting ‘My settings’.

Yes, our security measures include a series of: administrative, technical and physical measures and hold a digital security certificate which allows us to safeguard your account.

Your Card is loaded for limited time due to safety measures. Any unused credits will be converted back to miles after expiration period to prevent any misuse of your Reward Card. The member is liable for any misuse of the Card that occurs while it is active.

Reward Card encrypts all your information before transfer from your device to our servers takes place using the Secure Sockets Layer (SSL) protocol with an encrypted key length of 256-bits (The highest level commercially available).

Yes, all your personal and sensitive information saved on Reward Card App is encrypted.

For your security, we require that your password is entered to confirm every transaction or other sensitive information even if you are logged in and actively using the app. Keep your password safe and never disclose it to anybody.

Your Plastic Visa Reward Card will be shipped to you with a PIN. The PIN is a unique Personal Identification Number that many in store merchants require to validate your purchase transaction. If you forget your PIN, you will need to call us and request a new PIN to be shipped to you.

To access your PIN anytime, we have added an optional PIN secure wallet feature in your Reward Card App where you can securely store it. Your PIN or PIN related hint will be stored encrypted only on your mobile device and not ever stored on our servers.

It is very important to us that your details are kept as secure as possible. That’s why your Plastic Visa Reward Card and PIN will be posted in two separate envelopes, one containing your PIN and the other your Plastic Visa Reward Card. Once you receive your card you will need to activate it before it is ready to use in store.

If we ever suspect that your Reward Card has been misused or is going to be misused, we automatically block it. If someone or a system is trying to guess your password, we will temporarily block your account. If this occurs several times, we will block your account completely. If your account is blocked please contact us. We will verify your identity and unblock your account for you.

We are a Swiss-based Loylogic Holdings, offers a mobile wallet and payment system that enables members of participating loyalty programs to redeem points and miles in store and online at over 30 million merchants worldwide.

Apple or Android mobile device

• Internet connection.
• Etihad Guest account.

The Reward card App is available for Apple and Android devices.

The Reward Card iPhone App requires iOS 8.0 or later and Reward Card Android app requires Android 3.0 or later.

Please upgrade it to the latest mobile OS version.

The reward card website that allows you to convert miles into cash is available as a website under reward card.

Due to restriction from Card issuing authority, Etihad Guest Reward Card is not available in following mentioned countries.

Afghanistan, Australia, Canada, Cent. African Rep., Christmas Island, Cocos Islands, Cuba, Dem. Rep. of Congo, Dem. Pop. Rep. of Korea (North Korea), Eritrea, Guinea, Heard & McDonald Is., Iran, Iraq, Ivory Coast, Japan, Lebanon, Liberia, Lybian Arab Rep., Myanmar, Nauru, Niue Islands, Norfolk Island, Not. Marianas Is., Pakistan, Palestinian Terr. Oc., Rwanda, San Marino, Somalia, Stato del Vaticano, Sudan, Syria, Vanuatu, Yemen, Yemen Democratic, Zimbabwe.

Due to restriction from card issuing authority, members cannot request for increase in limit if they belong to any of the following mentioned countries.

American Samoa, Guam, Puerto Rico, Samoa, U.S.A., U.S. Minor Out. Island, US. Virgin Islands, Albania, Algeria, Angola, Armenia, Belarus, Benin, Botswana, Burkina Faso, Cameroon, Cape Verde Islands, Chad, Colombia, Congo, Djibouti, Egypt, Equatorial Guinea, Ethiopia, Gabon, Gambia, Ghana, Guinea Bissau, Kazakhstan, Kenya, Kosovo, Malawi (Nyssa), Mali, Morocco, Montenegro, Mozambique, Namibia, Niger, Nigeria, Sao Tome & Principe, Senegal, Serbia, Sierra Leone, Swaziland, Tanzania Un. Rep., Tunisia, Turkey, Turkmenistan, Uganda, Ukraine.

If you order a plastic card, there will be a subscription fee between 2000-5000 points, the Plastic Card is valid for 3 years and may change depending on the shipping destination. For the Virtual Reward Card, there won't be any fee.

Yes, the PC/VC has the yearly loading limit set for each card. Loading limit is renewed on every 1st Jan of the year.

Whenever a Reward Card User loads Virtual/Plastic VISA Card the miles/points are transferred into preferred currency and this currency (money) is loaded on Reward Virtual/Plastic VISA Card, the loading limit is reduced accordingly.

Unfortunately, this loading limit is solely determined by the amount loaded on your VISA cards regardless of further transactions/usage.

Yes. The limit can be increased by filling a KYC form and sending it to the Corner Bank who looks after setting the limit for each card. Please contact for further procedure.

• Browse and shop as usual in any participating online shop.
• Choose PointsPay as your payment method when finalizing your order. You may see either the PointsPay logo or a co-branded logo containing both the PointsPay and Etihad Guest logos on the checkout page of the online shop.
• Log in with your Etihad Guest account credentials, or create a PointsPay account, and choose whether to spend or collect points with your purchase.
• Confirm your transaction and pay/collect using your Etihad Guest miles. You will then be returned to the online shop.

PointsPay is accepted at participating online shops. You can find the list here for Etihad Guest: PointsPay checkout.

Yes, if you do not have sufficient points in your Etihad Guest account you can opt to pay part of the amount in cash using your payment card and part of the amount using your miles. However, at least one mile must be used as part of the purchase.

Earning or collecting miles by using PointsPay is not currently supported for Etihad Guest.

However, this feature is likely to be implemented in 2017. When this is enabled, you will be able to select the Collect option within PointsPay and make the purchase using your payment card. The number of miles that you will earn via PointsPay will be clearly indicated.

The number of miles required for your purchase will be clearly displayed on the transaction confirmation page within PointsPay after logging-in.

If you require a refund, you must contact the online shop from where you made the purchase. Once they issue the refund, your Etihad Guest account will be credited with miles. If you also paid for part of the purchase within PointsPay using your payment card, this will also be refunded with cash as appropriate.

Please note that your online shop merchant may deduct any applicable service fee at the time of refunds. This is at their discretion and the remainder amount is refunded into your Etihad Guest account, and payment card if appropriate.

You should receive the refund into your card/account within 2 to 7 business days from the date of the refund being executed by the respective online shop.

We kindly request that you write an e-mail to support@pointspay.com with the order and payment details, and your Etihad Guest ID.

Since the payment is successful, we kindly request you to contact the respective online shop for order confirmation. If further support is required, you should write an e-mail to support@pointspay.com with the order and payment details, and your Etihad Guest ID.

We kindly request you to contact PointsPay Customer Support: support@pointspay.com

If you have forgotten your password, you can reset your password. For further assistance, please write to us on support@pointspay.com and provide us the details of error message received.

For any other log-in issue, please email us at support@pointspay.com with details of error message and we will be more than happy to assist you.