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Forums Frequent flyer programs British Airways Executive Club Account lockout last night, and BA does not know why

  • stevenhp1987 341 posts

    I’ve been able to login all weekend, but unable to see my bookings in the app which is a first.

    Not seeing them online happens frequently but the first time this has ever happened in the app.

    Also had to call to make a booking using my 2-4-1 which hasn’t been ticketed yet. Not unusual in itself as this frequently happens too, although, this wasn’t using any covid voucher so should have ticketed right there and then.

    CharlieUK 49 posts

    I received an email this morning saying my account had been unlocked – just checked and it’s all now working fine.

    Flyer123 24 posts

    Yep, my account locked out too. Got email this morning for unlock(reset via online link), tried resetting on BA page but new password not working still.

    lev441 47 posts

    Same issue, no email received… and when trying to reset the password, i’m getting the following error below:

    Reset password error
    Sorry, the link has expired. Please raise a new request.

    Player 2 doesn’t have any issue.

    pashmore1971 4 posts

    Since I started this thread, I thought I would let you know that I received a second email today, same as the original, stating my account was unlocked.

    I just checked it and it is.

    I hope all others get back into their accounts soon.

    PeteM 775 posts

    The Twitter team are like “nope, no issues here whatsoever”. Sure…

    Lynx 22 posts

    Same issue for me, and no email or letter received. I’ve just spoken to the Gold line and the agent said that she has had a few people report this in the past couple of days and all they can do is email the audit team and ask them to fix it. I need to book a flight, but it’s not urgent. I’m more concerned that this will be probably my only year as Gold and I don’t want someone stealing it…

    MF176 200 posts

    Since I started this thread, I thought I would let you know that I received a second email today, same as the original, stating my account was unlocked.

    I just checked it and it is.

    I hope all others get back into their accounts soon.

    Good news for you, that’s great. Did you do anything to chase them or did you just wait?

    paulandersonsco 1 post

    The your account is temporarily unavailable issue just happened to me. Slightly relieved I’m not the only one that didn’t get an email or can’t get logged in but it is very frustrating. Hope it is resolved soon.

    pashmore1971 4 posts

    Since I started this thread, I thought I would let you know that I received a second email today, same as the original, stating my account was unlocked.

    I just checked it and it is.

    I hope all others get back into their accounts soon.

    Good news for you, that’s great. Did you do anything to chase them or did you just wait?

    the day after I got the email, I called BA, and they said they will passit on.

    davidbutcher 25 posts

    Still locked out and still no email or any other communication from BA. I’ve tried setting a new password but that doesn’t work either. What else can I do? Just wait? Their communication on this has been dreadful.

    flyoff 16 posts

    I had the same unlock email and no prior messages from BA. After wasting my time on twitter and calling the executive club and getting nowhere, I received a very quick response to a complaint I completed on the BA website. They asked me to change my password and respond to say this had been carried out. I still don’t have access yet though to my account. The main body of their email was a copy and paste as the font didn’t match their introduction so it seems they have put some thought into managing this better.

    Chrisasaurus 25 posts

    Just a thought but those who are experiencing this nonsense do you use Awardwallet or similar?

    MF176 200 posts

    Yes – and agree that could be a factor with frequent background refreshes etc

    Seagull 69 posts

    Just a thought but those who are experiencing this nonsense do you use Awardwallet or similar?

    Happened to me (no email received) and I don’t use award wallet. Called the Gold line and the big sigh from the agent confirmed she’s probably fed up of hearing about this! She said she would send a message to the membership team who would then email me, but this could take days. Had an email through within 30 mins and unlocked now.

    DazW 5 posts

    I’ve had a drama with my account this weekend, was on the BA chatbot for 45mins yesterday, wow! It like pulling teeth, excruciating. They said nothing was wrong with my account, it was my fault, my browser etc. I eventually got through on the phone, again they couldn’t help. Then miraculously my account started showing my flights again about an hour later!

    I hate BA. I’m moving away from using them now and seeing what my avios are worth elsewhere.

    ajh 7 posts

    No email just locked out and I need to make bookings and fly home on Friday. ‘You will receive an email within 7 working days telling you how to unlock the account’ But what do I do in the mean time to book flights – ‘Like I say you will receive an email within 7 working days telling you how to unlock the account’.

    Just more nonsense from BA

    Chrisasaurus 25 posts

    Well they say a change us as good as a break – at least the message is now different when it doesn’t let you log in…

    There is currently no access to your account while we upgrade our system. We apologise for any inconvenience and thank you for your patience.

    Ducktails 17 posts

    Thank God it’s not just me. I’ve been going out of my mind thinking what this could be. I had access to the app up until yesterday and now I’ve been logged out of that as well.

    I called on Sunday was told just to wait and it shouldn’t take more than a few days to get the card services team to sort it out as I’m Gold. Clearly they have no idea what’s happened. It’s beyond frustrating that they can just do this without an explanation.

    No email or letter and I’ve just turned off Award Wallet from updating the account.

    davidbutcher 25 posts

    Still locked out. Still no email from BA. I do use Award Wallet. Is there evidence that this is the problem?

    Surely BA could say something?

    Mick S 280 posts

    Still locked out and still no email or any other communication from BA. I’ve tried setting a new password but that doesn’t work either. What else can I do? Just wait? Their communication on this has been dreadful.

    How are you managing to set a new password (after logging, surely) if you’re account is locked out ?

    Mick S 280 posts

    Well they say a change us as good as a break – at least the message is now different when it doesn’t let you log in…

    There is currently no access to your account while we upgrade our system. We apologise for any inconvenience and thank you for your patience.

    This happens frequently, along with all your bookings not showing. I don’t believe they are upgrading anything, but if they are, surely it would be best suited to do this sort of work out of hours. I’m making a wild assumption that BRITISH airways would have its biggest percentage of customer base in the UK, so interruption to service, possibly revenue generating, should be done at is least volume of traffic period.

    flyoff 16 posts

    As an update to my last post…. After filling in a complaint form on BAs website a member of the Audit Team emailed the following day to confirm my account was unlocked. If you need urgent access I would suggest trying this. My Twitter and Exec Club calls achieved nothing.

    Ducktails 17 posts

    To get your account unlocked make a complaint on the BA website. I was very specific “I am a Gold member and you have locked me out of my account since 9 June with no email or letter from BA explaining why” This should flag to the audit team and they’ll get in touch with a ‘copy and paste’ reply asking you to reset your password. Reset your password but you still won’t be able to access your account as you have to reply back to the email and ask them to unlock your account. Luckily I didn’t have to change my password again. Do not wait for your BA to contact you and don’t bother calling customer services.

    roger 235 posts

    To get your account unlocked make a complaint on the BA website. I was very specific “I am a Gold member and you have locked me out of my account since 9 June with no email or letter from BA explaining why” This should flag to the audit team and they’ll get in touch with a ‘copy and paste’ reply asking you to reset your password. Reset your password but you still won’t be able to access your account as you have to reply back to the email and ask them to unlock your account. Luckily I didn’t have to change my password again. Do not wait for your BA to contact you and don’t bother calling customer services.

    Thanks for this information.
    Customer service is beyond joke, both on Twitter and on phone.

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