Yesterday when I tried to log on, I got the message:
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Confirm your identity
Contact Marriott BonvoyYour passcode cannot be sent since you recently changed the email address and phone number(s) associated with this account.
Call Marriott Bonvoy at (801) 468-4000 in the US and Canada. Or, contact the
global customer support center nearest you.
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I called Marriott and told the lady this message. She asked for my email, and immediately sent me a link to reset my password. I said I did not change my email or phone number, and asked her what she sees. She said my email is fine, but my phone number was deleted and re-entered. I said I didn't do that. She just said the procedure is to reset my password.
I reset the password, then tried to log on with the new password. The system came back with the exact same message (Confirm your identity, contact Marriott..,) She then said she'll create a ticket and it'll be 5 business days, then hung up.
I called again today. The guy said he'll send me a link to reset my password. I told him I already did that yesterday, and I'm still getting the same message, so it's not a problem of my password. He checked further and said there is no history of any change to my email or phone number (contrary to the other lady saying my phone number was deleted and re-entered ?!?)
I asked him to forward this issue to the IT Dept. to resolve. He replied "We have no IT Dept."
He said I need to wait 48 hours for the system to process the change in my email and phone number, and in the mean time the system locks me out, for security purpose. I said he just confirmed I did not change my email or phone number, so why should I wait 48yr for the system to process a change. He said sometimes there are system errors, so I need to wait 48hr. I asked him if he can create a ticket (I wasn't sure if the lady yesterday really knew what she was doing and if she actually created a ticket because she didn't give me a ticket number as she was abrupt)
He then said he can create a ticket but it'll be 3-5 business days, which will be later than me just waiting 48hr. I told him if I wait 48hr, there may still be the same issue and I'm still locked out, so please create a ticket. He put me on hold, then came back to give me a "report" number. So at least he did create some ticket and gave me a number.