This guide covers the most common issues users experience in TravelSmarter and how to resolve them. If your issue is not listed here, click the chat button to contact our support team.
My points or tier points are not updating:
TravelSmarter does not sync automatically with airline systems. Your balance must be updated manually. To update your balance:
Go to your Profile or Loyalty Wallet.
Click Edit next to the relevant programme.
Enter your current balance from your airline's own app or website.
Click Save.
Your Dashboard, Status page, and Analytics will update immediately after saving.
Can't connect loyalty programme:
If you are having trouble connecting a programme, check the following:
Make sure you are entering the correct Member ID exactly as it appears in your airline account - no spaces or extra characters.
Check that you have not reached your plan's programme limit. Free plan allows 1 programme, Premium allows 3, and Pro allows unlimited.
If the airline you want to connect is not listed, it may not yet be supported as a directly connected programme. Check the Global Calculator, which covers a broader range of airlines for points estimation.
Smart search is returning no results:
If Smart Search returns no flights, try the following:
Check that your departure and destination airports are entered correctly using IATA codes (e.g. LHR for London Heathrow, JFK for New York).
Try a different date - some routes have limited availability on specific dates.
Remove any alliance or airline filters in the left sidebar and search again.
Check that you have not exceeded your monthly Smart Search limit. Premium allows 10 searches per month and Pro allows 20.
The global calculator is showing unexpected points:
If the points calculation looks incorrect, check these fields:
Fare Family: This is the most common cause of unexpected results. The fare family (e.g. J, W, Q) directly affects the Avios and Tier Point multiplier. Make sure the fare family matches your actual booking class.
Cabin Class: Ensure the selected cabin matches what you actually booked - Premium Economy and Business earn very differently.
Ticket Price: For British Airways Tier Point calculations, the net fare (ticket price minus taxes) is used. Entering the total price including taxes may give a higher result than your actual earning.
Programme tab: Make sure you are viewing the results for the correct loyalty programme tab at the top of the calculator.
Elite status is not displaying correctly:
If your status tier looks wrong on the Status page:
Go to your Profile and check that your programme is connected and your Member ID is entered correctly.
Make sure your Tier Points balance is up to date - update it manually if needed.
Note that TravelSmarter displays status based on the points balance you have entered. If your airline has upgraded or downgraded your tier but your balance has not been updated in TravelSmarter, the status shown may not match.
My goal progress is not updating:
Goal progress is calculated based on your points balance and logged flights in TravelSmarter. If your goal is not progressing as expected:
Make sure your points balance is up to date in your Profile or Wallet.
Check that recent flights have been added to your Flight Log via the Global Calculator.
Verify that the goal target and deadline are set correctly - click the goal card to review the details.
The BA holidays accelerator is showing unexpected results:
If the BA Holidays calculation looks incorrect:
Make sure the Single-transaction checkbox is ticked if your booking combines a flight and hotel or car in one BA Holidays transaction - this is required to qualify for the bonus Tier Points.
Check that you have selected the correct Outbound Cabin and Return Cabin - the cabin class directly determines the extra Tier Points multiplier.
Verify the number of passengers and legs are correct.
Fin AI agent is not answering my question:
If Fin cannot answer your question, it may be because the topic is not yet covered in the TravelSmarter Knowledge Base, or because your question requires access to your personal account data that Fin cannot see.
In these cases, click Talk to a person in the chat to reach our support team directly.
Next Steps:
For answers to common questions
For answers to common questions
If the issue persists, click the chat button to contact our support team directly.