Originally Posted by Arup0613

Hello -
I have seen other posts in the forum, but has not so far read about any issues specifically like mine.

I read about others being locked out due to an “audit” so these issues may be similar, but not the same.

I needed to book my partner & child a hotel room last weekend in Arizona. Naturally I opened my marriott app & tried to log my rewards info in.
Marriott App informed me I needed to “change my password“ & that this needed to be done before I could go further. I groaned that once again I’d have to change it, but hit the bottom & went onto the change password page it prompted.
I entered my current password, and then the “new” password twice, hit submit. Once I hit submit, it told me that there was an error and that I was now locked out of my account that I needed to call customer service.

I didn’t think it was possible so I tried once under my old passport to login, and once under the “new”. No luck. Tried “forgot password”, but no email would come in.
I found the time to call Marriott customer service and have had no luck still.

The lady did not say that my account was locked due to an audit, all she can see what she was “Sorry it was locked.”.
I had to provide multiple addresses & last fours of credit cards I’ve used. She then “believes” its me and says theres now an error with my email and puts me on hold. She confirms my email address with me 4 times and this goes on for over 15minutes (she has to put me on hold she says) -
Only to tell me “she can’t find my email in the system” despite SEEING IT ON HER SCREEN.
so she told me that she cannot unlock my account, and that this issue must be sent to Marriott Bonvoy Tech Support (think I said this right). I was just in total shock for providing more security info than I do at my doctors or credit card company.

So what I don’t understand is that I have had emails in the past specifically from Marriott Rewards which means my account IS linked. Or better yet - when I book any stay with Marriott it is through the app using my email address! I could understand this issue possibly if I hadn’t stayed in years, but I used Marriott last year. (We frequently use Hilton & Marriott both)
Needless to say, I’m still locked out, I don’t understand why this is happening unless the lady at customer service is not explaining what’s going on.

I can’t make sense of it.

I am frustrated because last weekend we then stayed with Hilton (no other option cause we couldn't get into Marriott) and I will prob have to use Hilton again this weekend for a quick trip.

Has anyone else ever had this issue? Again, I’m not being told it was due to an audit.