Frequently Asked Questions - Earning Progress
What is Westfield Rewards?
Westfield Rewards, powered by Thanx, is Westfield's loyalty program that rewards customers for shopping and spending at Westfield shopping centers.
Simply register, link your credit card, and automatically earn progress toward rewards whenever you shop at participating Westfield shopping centers. Westfield Rewards members are also eligible to receive special rewards and invitation-only access to events and activities.
Do I need a credit card?
Yes, you'll need to register a US-based credit card to your Westfield Rewards account to participate in the program.
The program uses your credit card to provide automatic points progress towards your rewards. This means that you don’t have to carry around an extra card or enter your phone number or email address at time of purchase.
You’ll also need a credit card registered to receive cash-back rewards, which will be given as a back to you as a credit to your card statement, which will appear within 7-10 business days.
Please keep in mind that some credit cards are not supported for automatic rewards progress. This includes Apple Card, cards issued overseas (ie, not part of the US), and some retailer-specific cards are not eligible for the automatic progress benefit.
Please also note that credit cards cannot be shared across accounts (i.e. two people cannot register the same card to different accounts.
How do I earn progress toward my reward?
To earn automatic progress toward your reward, use your registered US-based credit card at a physical Westfield retailer and your purchase will be automatically added to your account. You will receive 1 point for every $1 spent.
If you use a credit/debit card that isn't registered to your account, you will not earn progress until you register that card and send in your receipt. Note too that when you make a purchase at a Westfield retailer that uses Square, you will not receive automatic progress. To receive progress for purchases made at a Square or Shopify payments retailer, upload a receipt from within the Westfield app or via the website. It may take 24 to 48 hours for progress to appear. When you send in your receipt, upon verification your account will be credited with rewards progress for your purchase(s).
Note that American Express, MasterCard, and Visa are supported card networks eligible for automatic progress. Purchases made on Apple Card, Discover, or any credit card without the American Express, MasterCard, or Visa logo require manual receipt submission.
In addition, at this time only physical purchases at Westfield retailers are supported with the Westfield Rewards program. Online or e-commerce purchases at our retailers are not yet eligible for progress as part of the program.
If you forget to use your credit card and use cash, your cash receipts are accepted so long as your account is in good standing with a valid credit card on file and cash receipts are submitted within 30 days of the purchase. Valid receipt progress should be appear within 24-48 hours, but may take a bit longer during the holidays.
Why is my rewards progress not being instantly updated after a purchase?
In most cases, rewards progress should update quickly after you make a purchase. In some cases, transactions can take up to 24 to 48 hours to update (ie upon settlement if you make a restaurant purchase + leave a tip). If your rewards progress isn't updated, try reloading the data in the Westfield app or website by refreshing the progress detail screen by navigating away from the loyalty section and returning to it with in the Westfield App or Website.
Unfortunately, some retailers are not compatible with automatic rewards progress. You'll need to upload a receipt for these. These include retailers that use Square, Shopify, or similar processors. Some retailers, but not limited to this list, include:
- Ario Collection
- CXN Customs Inc.
- Giggles N' Hugs
- It's Boba Time
- Mahalo Poke
- Mint Wax Center
- Polish Addict Beauty Lounge
- Prinkipia Frozen Yogurt
- Square Bar Cafe
You can also check that your purchase was made with a card registered to your Westfield Rewards account. Log into your account, click the menu icon and select Registered Cards to see which credit cards you have registered. If you used a card you don't have in your account, add it, then send us the receipt. You can find a button to do this by clicking the button to send us a receipt. Just use your phone to take a photo of the receipt and upload it by following the prompts.
Note: Rewards progress will not occur on purchases made on credit card(s) that are not registered to your Westfield Rewards account or if you do not have a credit card registered to your account.
What about debit cards?
You can link a debit card in your account to participate in the Westfield Rewards program. Please note that debit cards MUST be run as a credit card (ie not using your PIN when making purchases) so that rewards progress can be recorded. It's also important to note that debit cards must be run as credit cards in order to receive any cash-back rewards you wish to apply and receive.
Can I register a gift card?
Gift cards cannot be registered to your account. Only valid credit cards and debit cards that use the Visa, MasterCard, or AMEX payment networks may be added.
What if I register my card after making a purchase?
You can send us a receipt when logged into your account in the Westfield app or Westfield website. Just click on "Send photo of receipt." Then simply attach a photo of the receipt and hit send. Be sure to register the credit card you used to your Westfield Rewards account BEFORE you send us your receipt. Only receipts from the previous 30 days (providing you signed up more than 30 days ago) will be eligible for a new credit card addition. Receipts from prior to your sign up date will not be accepted.
Can I use multiple credit cards to earn rewards?
You can register up to 15 cards to your Westfield Rewards account. Credit cards on the American Express, MasterCard, or Visa payment networks that you have registered are eligible for rewards progress, with some exceptions.
Apple Card, Discover Card, Some department store, and some retailer-specific credit cards that do not have the Visa, MasterCard, or American Express logo cannot be registered to your Westfield Rewards account and will show an error message, or will not provide automatic progress upon purchase.
For these transactions, simply upload valid receipts via the Westfield App or website. Card numbers on receipts must match a card on file with your account. Purchases made using gift cards are not eligible for progress redemption or manual upload.
Can I shop at multiple Westfield malls and earn rewards?
At this time, each participating Westfield shopping center operates its own individual loyalty program. You can opt-in to multiple loyalty programs using your Westfield account across participating Westfield shopping centers, and earn and redeem rewards separately at each participating center. For example, if you opt-in and shop at two separate participating Westfield shopping center Rewards programs, you will see two rewards progress bars updated accordingly (one for each mall) within your one master Westfield account on the Westfield App or Website.
Why didn't I earn progress for my purchase?
If you did not use a registered card to make a purchase, you will not earn automatic progress toward your reward. You also do not earn credit for the amount spent with a gift card. We are unable to detect debit purchases that use a PIN. If you use your debit card, make sure to run it as a credit card transaction. If you used your registered card and did not earn automatic rewards progress, please contact support by using the button within the Westfield App or on the Westfield Website. You may see a delay of 24-48 hours for rewards progress to be added to your account in some cases.
Can I submit cash receipts?
If you forget to use your credit card and use cash, your cash receipts are accepted so long as your Westfield Rewards account is in good standing and you have a valid credit card registered to your account. Cash receipts must be submitted within 30 days of the purchase date, however any receipts prior to your sign up date will not be accepted.
How do I send in a receipt?
If you make a purchase and don't get credit for it automatically in your Westfield Rewards account, you can send us a photo of the receipt when logged into your account in the Westfield app or website. Use the "Send receipt" button to take a photo of your receipt to attach it; Be sure that it's legible and well lit so our team can read it.
Important things to remember:
Receipts only from the past 30 days (provided you signed up more than 30 days ago) will be accepted. This means receipts from prior to your sign up day are not accepted.
Receipts should be the receipt for payment, not the check. (for restaurants, this would be the receipt you get for your payment, not the itemized list of what you purchased presented to you before you pay). Our team needs the payment receipt to verify your payment type, which can help us identify why your progress didn't show up automatically.
When submitting, be sure to select the proper payment type. We ask that you select the card you paid with. If you paid with an American Express, MasterCard or Visa, be sure you have registered that card to your Westfield Rewards account or your receipt will not be accepted.
We review receipts within 24-48 hours. Holiday volume may affect this turnaround time.
Why was my receipt denied?
A few things could be happening. Doublecheck that it’s the final receipt for payment, not the check (for restaurants, for example, this would be the receipt you get for your payment, not the itemized list of what you purchased presented to you before you pay). Our team needs to verify your payment type, which can help us identify why your credit didn't show up automatically. Additionally, make sure the date and amount of purchase are included on the receipt. If the receipt shows the location address, be sure to include this in the photo as well.
It should be only one receipt per snapshot. We do not accept photos with numerous receipts attached to them.
Be sure you select the proper payment type. We ask that you select the card you paid with. If you paid with an American Express, MasterCard or Visa, be sure you have registered that card to your Westfield Rewards account or your receipt will not be accepted.
When signing up for the Westfield Rewards program, only same-day receipts will be accepted towards your rewards progress. This means that you must register your credit card and upload receipts that match your sign up date.
After sign up, you may then upload receipts dating back up to 30 days, as long as those receipts match with a credit card on file and are dated later than your sign up date.
It’s possible that there may be a delay in some purchases showing up in your Westfield Rewards account. If you register a credit card to your Westfield Rewards account and immediately make a purchase with it (or enroll it immediately after making one) we may not receive a real time notification from Visa, MasterCard or American Express . In these cases, the credit may arrive after a few days after the transaction is settled with the payment network. In such cases, we may not review your receipt until after the transaction settlement period to prevent double counting of points progress.
How many rewards can I earn per purchase?
You can earn a maximum of two rewards per retailer transaction.
How do I earn progress at locations that use Square Payments?
Currently transactions at retailers that use Square or Shopify are not eligible for automatic rewards progress. To receive rewards progress for purchases made at a retailer that uses Square or Shopify, log into your Westfield Rewards account in the Westfield app or website and send us a photo of the receipt. Just click on "Send photo of receipt". Then just attach a photo of the receipt and hit send. Please note that receipts older than 30 days, as well as receipts from prior to your sign up date will not be accepted.
Frequently Asked Questions - Redeeming Rewards
How do I receive rewards?
Any rewards you have earned will appear in your Westfield Rewards account. To receive your reward, you must first follow the instructions to Activate or Redeem it.
If your reward has Activate on it: Click on the reward and then click the Activate button. This reward will be applied to the next eligible purchase that you make at your participating Westfield shopping center (check the reward for any restrictions). Make sure that you use your registered credit or debit card. If you use a debit card, DO NOT use the PIN when making your purchase. After you make your purchase, you will be notified that your reward was applied and you will be able to see your rewards credit on your credit/debit card account within approximately one week.
If your reward has Redeem on it: Click on the reward and then click the Redeem button. You will be prompted to confirm that you want to redeem the reward. Click on Redeem My Reward Now to redeem. In some cases you may need to present the reward to a retailer staff member who will apply the reward for you. If you see a barcode after you click Redeem my reward now, either you or a retailer staff member must scan your barcode to redeem your reward. Be careful to not hit the Mark as used button, as this will make the reward disappear from your account.
If you redeem a reward at a Square payments retailer, your reward will not be automatically applied to your credit or debit card. In order to redeem the reward, you must send us a receipt from within the Westfield app or via the website. Just click on "Send photo of receipt," then attach a photo and hit send. You will be notified that your reward was applied. You will be able to see your discount on your credit/debit card statement within one week.
Does my reward expire?
Most rewards expire six months after the date you receive them. You may also receive rewards that expire at an earlier or different date. Please read the fine print on the rewards for the expiration date when you Activate or Redeem it. Once a reward expires, you will not be able to use it.
Can I use multiple rewards at once?
You can only redeem one reward per purchase. If you have multiple rewards activated, they cannot be combined for a single purchase.
I accidentally used my time restricted reward. Can I get it back?
If you accidentally used a reward that was time restricted, please contact our support team via the Westfield App or Website support button and they will happily assist you!
I redeemed a reward, where will I see my discount?
If you clicked Activate to redeem your reward and made your purchase with your registered card, you will be notified instantly via email and push notification that your reward was applied. You will be able to see the credit on your credit card statement within 7-10 days as a separate line item from Thanx.
If you did not activate your reward before your purchase or did not use a registered credit card, your reward will not be applied. If you activated your reward before your purchase, used a registered credit card for your purchase and you do not see your credit after one week, contact support for assistance from within the App or Rewards Website.
If I have multiple credit cards linked, where will my reward be applied?
For “cash-back” or statement credit rewards, your reward will always be applied to whichever linked Westfield Rewards credit card you use when making a qualifying retailer purchase.
How can I redeem a reward without a smartphone?
To redeem a reward online, log into your account at Westfield.com using your email address and password. Once you are logged in, click on your earned reward and then click either 'redeem' (for manually redeemable rewards) or 'activate' (for statement credit rewards).
Statement Credit Rewards: If you click “Activate,” the screen will refresh and say “Activated.” Next, simply make a purchase at your participating Westfield shopping center with the credit card registered to your Westfield Rewards account, and the reward will be applied to your credit card account within 3-5 days. You will be able to see the reward as a separate line item on the card statement for the card you used.
Manually Redeemable Rewards: If you click “Redeem,” you will be asked to verify you are ready to redeem the reward. Click “OK” and you will see a countdown clock (some rewards have a coupon code on them as well). Print this page out and show it to a retail staff member before making your purchase (let them know that you do not have a smartphone). They will take the printed reward and manually apply your reward to your order.
Note: This policy may vary by retailer.
Frequently Asked Questions - Privacy & Security
Why can't I add my credit card?
There are a few possible reasons you are unable to add your credit card to your Westfield Rewards account:
1) Your card is already registered. This often happens when two people share a card (two people, ie your spouse or partner, may not use the same card to enroll). It also often happens when you already have a Westfield account (for example, you signed up a month or two ago and then signed up again accidentally).
2) If your enrolled card has expired and you try to enroll a new card with the same card number, your new card will be rejected. Once you remove your expired card from your account, you will be able to enroll your new card.
3) Your card is not supported. We do not currently accept Discover cards. Some Visa, MasterCard, and American Express cards may not be eligible if they are pre-paid, corporate, gift cards, or issued outside the US. This isn't up to us; it's the policies of the credit card networks.
As always, feel free to contact our support team via the Support button in the Westfield App or on the Website. We will help you figure out why your card isn't being accepted.
Do you share my personal information?
How do I add or delete my registered credit and debit cards?
To add or remove a credit card or to your Westfield Rewards account, log into your account and go into the menu in the right corner of your Westfield Rewards home screen, and find the Registered Cards section. Click on Edit in the upper right corner and from here you will be able to delete a registered credit card. Click on Add a new card at the bottom of the screen to add a new credit card.
How do I change my password?
If you are using the Westfield app: tap on the account icon on the bottom right-hand corner of the screen, and log in using your email address. At the bottom of the page, you will see a "Forgot Password?" link. Follow the prompts to email yourself a password reset link.
If you are using the Westfield website: Click on "Sign In/Sign Up" in the top navigation.Log in using your email address. At the bottom of the page, you will see a "Forgot Password?" link. Follow the prompts to email yourself a password reset link.
Do you store my credit card information?
Neither Westfield nor Thanx stores your credit card information for Westfield Rewards. When you register your credit card to your Westfield Rewards account, your credit card number is encrypted with bank-level security and sent directly to Visa, MasterCard, or American Express. They designate your credit card as enrolled and send us a notification when you use it to make a purchase at a participating Westfield shopping center.
Thanx will never charge your card, and Westfield will never charge your card unless you use that same card for a Westfield service such as Smart Parking or purchasing a Gift Card, which is separate from the Westfield Rewards program.
We do not store your account number or any account details for Westfield Rewards, as this information is used to only link the program to the major card networks at Visa, MasterCard, or AMEX.
All data sent to and from your Westfield Rewards account is encrypted.
Do you charge my card?
Thanx will never charge your card, and Westfield will never charge your card for Westfield Rewards unless you use that same card for a Westfield service such as Smart Parking or purchasing a Gift Card, which is separate from the Westfield Rewards program.
We do not store your account number or any account details for Westfield Rewards, as this information is used to only link the program to the major card networks at Visa, MasterCard, or AMEX.
Why do you need my credit card?
Westfield Rewards uses credit card linking to eliminate you needing to scan or tally your physical receipts. This is so you can have a seamless experience when earning progress towards your rewards. This means that you don’t have to carry around an extra card, enter your phone number or email address, or save receipts when making purchases.