Why am I not showing Avios to redeem on The Avios Shop?

Don't worry! We sometimes see customers who have more than one British Airways Club account and they're logging in to shop with an old/unused account that doesn't have any Avios.

Other times you may have children who have accounts set up using the same email address. Follow the steps below and we can help you find the issue and log in to the correct account.

Here are some tips:

Check if you have an email address used on more than one British Airways Club account. Occasionally this can happen if you have joined a partner scheme, if you have members of the same family using a single email or if you were part of the old Avios Travel Rewards Programme. If you're in this situation, try logging in using your eight digit Club number as your username. This number will always be unique to a single British Airways Club account.

If you can't remember your British Airways Club number, check your email for previous messages or statements from British Airways. They should show your British Airways Club number.

If you can't remember your password for that account, do a password reset via ba.com . Make sure you enter the British Airways Club number for the account you want to use (not the email address if you've used this on other accounts).

If you have any trouble on ba.com you would need to contact them directly was we are unable to access British Airways Club accounts on a members behalf.

You may find if you have not had any activity on your Avios account for the past 36 months that you Avios have expired. If this has happened you would need to contact The British Airways Club accounts or servicing teams as we do not hold information in regard to your Club status or history.

Please contact us via our Live Chat services which are open from 9am-5pm Monday to Friday and 9am-1pm Saturday. This EXCLUDES Bank Holidays. You can access our chat by clicking on the chat icon in the bottom right of our help centre pages.

You can also contact us via shopsupport@avios.com

We will respond to all queries within 1 working day.

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Please note: Our team can only assist with enquiries related to the Avios Shop. We are unable to help with general Avios queries, missing Avios claims, or issues related to flights, hotels, car hire, or British Airways Holidays.

To ensure your query reaches the right team, please use the links below: