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Quick answers about your account, membership, Passport Points, and benefits. Cannot find what you need? Email [email protected].

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Getting Started — Sign up, verify, and earn your first 500 bonus points.
Account & Profile — Profile, password, email, region, notifications.
Membership — Upgrade, downgrade, cancel, and refunds for Gold and Platinum.
Earning Points — Partner shopping, the browser extension, referrals, the Accelerator, and Top-Up.
Using Points — Transfer your Passport Points to airline and hotel loyalty programmes.
Benefits & Add-ons — How to redeem hotel discounts, partner perks, and paid add-ons.
Troubleshooting — Missing points, failed transfers, browser extension issues, and account access.

Most asked questions

Where are my points?

Points are credited after the partner confirms your purchase, which usually takes 7–30 days. If it has been longer than the partner's standard window plus 72 hours, contact Support with your purchase date, partner name, and order reference.

How do I transfer points to an airline or hotel?

Go to Points → Transfer Points, select your partner, enter your partner account ID (the name must match your Passport account exactly), choose the amount, and confirm. Transfers are usually instant but can take up to 72 hours. See the full guide in Using Points.

I cannot sign in — what should I do?

Use Forgot Password? on the sign-in page to reset your password. If you still cannot access your account, contact Support.

How do I cancel my membership?

Cancel any time from My Account → Membership → Cancel. Your benefits stay active until the end of the current billing period. See Membership.

The browser extension is not working — how do I fix it?

Confirm the extension is installed, enabled, and signed in to your Passport account. Disable other extensions temporarily and try again. See Troubleshooting.