I found on Friday afternoon that my account was locked because they thought that an attempt to access it was fraud.
I had to call them and they sent me an email.
I then had to change the password, email them to confirm I did change it and send a copy of my passport.

About an hour later they told me that it had been done and the next morning I was able to get the hotel to deduct the points I wanted to use.

Their system sends a 4 digit PIN that you have to give the hotel to redeem the points which I have not found before.