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Points Customer Support January 13, 2011 FAQs / Most Popular Questions & Answers

Your email address is unique to your account and is used to sign in to your account.

To maintain our high levels of security, you will need to contact customer support if you would like to change the email address you use to log into the Points Loyalty Wallet (Points.com).

Points Customer Support April 14, 2011 FAQs / Most Popular Questions & Answers

The AAdvantage program requires members to have a minimum balance of 25,000 miles, or to have Gold, Platinum or Executive Platinum status to redeem their miles. AAdvantage also allows a maximum of 150,000 miles for exchange and redemption transactions (including gift card redemptions) per year.

Points Customer Support July 9, 2012 FAQs / Most Popular Questions & Answers

If you purchased points/miles (Buy, Gift, Share, Transfer, Magazine/Newspaper Subscription, etc.) from your Reward Program, but never received the points/miles purchased, please take a look at the scenarios below:

  • While you were doing your transaction, you received an error message that "your credit card details could not be confirmed".
    If this is the case, your credit card will have a pre-authorization hold on it but has not actually been charged. The hold(s) will fall off shortly and you will regain access to those funds. However, your transaction did not process and you will not be receiving any points/miles. You can attempt your transaction again, but confirm your credit card details (including your billing address) as something you entered during your first attempt was incorrect.

  • While you were doing your transaction, you received a non-credit-card-related error message that redirected you back to the first page of the Purchase flow (You would have also received an email with the same error message).
    If this is the case, your credit card may have a pre-authorization hold on it but has not actually been charged. The hold(s) will fall off shortly and you will regain access to those funds. However, your transaction did not process and you will not be receiving any points/miles. You can attempt your transaction again, but you may want to contact your Reward Program as there may be an issue with your account or the account details you entered. 

  • The base points/miles of your transaction have credited to your account, but the bonus points/miles have not yet credited.
    Please double-check the Terms & Conditions of the promotion, as some promotions do not credit the bonus miles for 6-8 weeks following the completed base points/miles credit. Otherwise, please contact your Reward Program's Customer Service Department to inquire on the status of your transaction.

  • You did not receive any error messages during the Purchase flow, but have still not received your points/miles.
    Your transaction may be processing normally, it can take up to 3 business days for a transaction to complete. If it has been more than 3 business days and you still have not received your points/miles, please contact your Reward Program's Customer Service Department to inquire on the status of your transaction.

Points Customer Support July 25, 2014 FAQs / Most Popular Questions & Answers

The Points Loyalty Wallet works with most popular web browsers, and on all devices:
  • IE9+ minimum
  • Latest versions of Safari, Firefox, Chrome
  • Ipad Mini/Air
  • Iphone 4+
  • Android (Nexus 5)

Points Customer Support March 12, 2014 FAQs / Most Popular Questions & Answers

To clarify, Points.com powers the purchase websites for many of our Partners online products and services, such as buying, gifting and sharing points or miles; however, Points.com does NOT authorize refunds.

ONLY your Reward Program can request a refund on your behalf, as they are the only ones who have access to your Reward Program account and they must remove the points or miles from your account before a refund can be requested.

Most Reward Program Customers Service Representatives understand the rules for refund requests, but if that is not the case, ask to speak with a supervisor or manager for your Reward Program who is knowledgeable of the protocol.