Frequently asked questions

1.1. What is Pointspay?

Pointspay is our powerful loyalty payment technology used by leading online shops around the world. We make it easy for you to earn and spend points or miles from your favourite loyalty programs, whether you're shopping with us directly or through one of our branded partner programs, such as Flying Blue+ or Etihad GuestPay. With Pointspay, you get more from your shopping — instant rewards, exclusive offers, and flexible payment options, all in one smooth experience.

1.2. How do I create an account?

There are a few different ways you can join us:

1. If you’re using Pointspay directly

Visit www.pointspay.com and click "Sign up"
Or sign up during checkout at any of our partner shops

2. If you’re using a branded partner program (like Flying Blue+ or Etihad GuestPay)

Head to their website and sign up first — for Flying Blue+, go to www.flyingblue.com; for Etihad GuestPay, go to www.etihad.com
Account creation and login are managed directly by the loyalty program

1.3. How can I benefit from using Pointspay or one of our partner programs?

Earn and spend your points or miles directly at checkout
Pay using a mix of points and cash
Enjoy exclusive offers from top retailers
Earn instantly — loyalty rewards are credited immediately

1.4. How do I connect my loyalty program accounts with Pointspay?

With Pointspay: Log in, go to your profile, and link your program
With branded partners: Your account is automatically linked through the loyalty program — just log in and shop

1.5. Can I connect multiple accounts from the same loyalty program?

Not at the moment. You can only connect one account per loyalty program at a time.

1.6. Which loyalty programs work with us?

You can earn and spend points or miles with:

Flying Blue
Etihad Guest
Swiss Miles & More
Smiles by Etisalat

Whether you’re using Pointspay directly or through a branded shopping mall — you're covered.

1.7. Where can I see which shops are available?

Visit:

www.pointspay.com
Or browse the shopping shopping malls of programs like Flying Blue+ or Etihad GuestPay

1.8. Why can’t I find some of my favourite shops?

It might be because:

The shop doesn’t ship to your region
It isn’t available under your selected loyalty program
It’s not yet part of our network

Try changing your country or program to see more options.

2.1. What are Pointspay shops?

They’re online stores partnered with us. Use Pointspay at checkout and spend or earn points/miles instantly. If you're using a branded program, these shops appear in your loyalty shopping mall too.

2.2. How do I spend and collect my points or miles?

Shop as normal
At checkout, select Pointspay or the branded program
Use points or miles for part (or all) of the purchase
Pay the rest with your card
Earn more points/miles on the cash portion

2.3. What if I don’t have enough points or miles?

No problem — pay with what you have and cover the rest with your card. You’ll still earn on the cash you spend.

2.4. Can I mix points/miles with a payment card?

Yes. Use any combination of points and cash. Points cover what they can, and your card covers the rest.

2.5. When will I receive my points/miles?

Instantly — they’re credited to your loyalty account as soon as your payment is complete.

2.6. Why didn’t I earn points/miles on my purchase?

Some partners only allow points to be spent (not earned) depending on the shop. Check the "How it works" section on that shop’s detail page in your loyalty shopping mall.

3.1. Where can I find my transactions?

Pointspay users: Log in at www.pointspay.com and go to "Transactions"
Branded partner users: Log in through your loyalty program (e.g., Flying Blue+ or Etihad GuestPay)

3.2. How do I cancel a transaction?

Contact the shop you bought from. Cancellations aren’t managed via Pointspay or our branded shopping malls.

3.3. Will I get a refund if I cancel?

Yes — once the shop confirms the cancellation, your refund is processed back to your original payment method (points or card).

3.4. How do I request a refund?

Reach out to the shop. Once they approve it, we’ll handle the refund:

Card → same card
Points → same loyalty account
No conversion between points and cash

Some shops may apply service fees — that’s on them.

3.5. When will I receive my refund?

Within 7–14 business days after the shop initiates it.

3.6. What happens to points/miles I earned on a refunded order?

We try to reverse them. If you’ve already used them, the refund is adjusted accordingly.

4A. For Pointspay users

4A.1. How do I access my Pointspay profile?

Log in at www.pointspay.com and click "My Profile".

4A.2. How do I update my profile?

Edit your info directly in your profile dashboard.

4A.3. How do I delete my account?

Click "Delete account" in your settings and follow the prompts.

4A.4. How do I change my password?

Go to "Login profile"
Enter and confirm your new password
Click "Set new password"

4A.5. How do I manage newsletter preferences?

Go to "My Settings"
Subscribe or unsubscribe anytime

4B. For branded program users

4B.1. For branded program users (e.g. Flying Blue+, Etihad GuestPay)

Your profile is managed by the loyalty program directly.

To update personal details, change your password, or manage notifications:

Go to www.flyingblue.com or www.etihad.com
Log in to your loyalty account
Use their tools to manage your profile

5.1. What are your terms and conditions?

Find them at: www.pointspay.com/terms

5.2. What’s your privacy and cookie policy?

View it here: www.pointspay.com/privacy

5.3. Is my payment info secure?

Absolutely. We never share your payment card details with shops or partners. Everything is processed securely.

FAQ (for Shoppers)

Quick access

1. How Pointspay works