Should you encounter a problem when ordering online, please have a look at some of the common problems and some troubleshooting tips.
I am seeing a blank page
We recommend ensuring you are using the latest version of your browser as our website works best on updated browsers.
What browsers are supported by The Avios Shop?
Two Factor Authentication (2FA, MFA)
We take the protection of your personal and account information seriously, and want to be sure your Avios balance is safe. We use multi factor authentication linked to your British Airways Club account to verify your credentials.
Your authentication code will be sent to the contact details set up on you British Airways Club Account. If you are experiencing difficulties we suggest checking on BA and making sure the email and mobile number listed are correct and in a standard format.
We regret we are unable to assist with removing authentication from your Club account or bypassing this, you would need to contact BA directly.
Too Many Redirects
A few of our customers are experiencing a problem when coming through from ba.com.
There are a few tips that we have found can help make your shopping experience a bit smoother:
- Log out of your British Airways Club Account and Avios Shop account by selecting the account icon in the top right and actively logging out - just closing the window will not achieve this.
- Close all browsing windows that are open.
- Clear your devices cookies/cache/history - this site may offer guidance on how but is in no way affiliated with us https://helpcenter.trendmicro.com/en-us/article/tmka-20816
- Open a new browsing window (we recommend using Google Chrome or if not use private or incognito mode on your browser)
- Head directly to https://www.avios.com/en-GB/avios-shop and add your products to the basket logging in when prompted at checkout.
- You may receive a message about 2 Factor Authentication from BA - this is a security step set up by BA to safeguard your Avios - any issues relating to this would need to be addressed to BA directly.
Address not updating
If you are having trouble entering your address this is usually relating to the postcode being entered either incorrectly, if an incorrect format or it is a destination we do not deliver to.
Problem logging in
If you are having trouble logging in we recommend checking log in details on BA, try logging in using your membership number NOT email, then proceed to https://www.avios.com/en-GB/avios-shop and log in again.
Can you order via telephone?
As an eCommerce company we have not got the ability to take orders over the telephone, we are available on the live chat to help in any way we can.
Additional Information
Where possible it would be extremely useful to have -
- Any screenshots of any error or issue you have encountered.
- Details of the products that you were purchasing
- The device you are using
- The browser you are using and the version
- Your British Airways Club number
The more information we have the more able we are to resolve the problem.
Please contact us via our Live Chat services which are open from 9am-5pm Monday to Friday. 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.
View our full Terms & Conditions here