velocity member help & support

help & support

We're here to help. View our frequently asked questions, self service with our How to Guides, request a Velocity membership card, provide feedback, or contact us directly.

Frequently Asked Questions

Consult our FAQs for queries relating to your Velocity membership including account maintenance, earning and redeeming Velocity Points, status, member benefits, partners and more.

See our most popular topics below.

earning points

Using Points

Status & benefits

my account

how to guides

These handy guides explain the most important functions of our website. Whether you're looking for information on how to pay for a booking using Velocity Points, claim missing Points, update your details, or transfer points from a partner rewards program to Velocity, we'll have a guide to help you better understand the process involved.  

Claiming missing Points
Booking flights
Transferring points to Velocity
Using your Velocity Account
Using a BP temporary card

Request a Card

You will need a membership card to earn and swipe at BP, and when using Global Wallet.

To request a card online to be sent to the address in your Velocity Account,  simply log in, confirm that your nominated postal address is correct and your card request will be automatically processed.

Request now

Member comments and feedback

At Velocity we are committed to providing outstanding customer service and exceeding your expectations. If there is any way in which you feel we can improve our service, we’d love to hear from you. You can do this by completing the Comments and Feedback form below, and all responses will be handled as per our Customer Feedback Process.


If you need to speak to us about a membership enquiry or flight redemption, call our Membership Contact Centre on one of the numbers below for:

Membership Enquiries 
08:00 - 20:00 (AEDT), Monday to Friday

Flight Redemptions
 07:30 - 22:30 (AEDT), 7 days a week

Australia: 13 18 75
New Zealand: 0800 230 875
Other International Locations: +61 2 8667 5924