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Thread: FAQ : 2FA / OTP / Confirm Your Identity / locked out of account issues
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Old Mar 6, 2024 | 7:37 am
  #69  
MDcargayavgeek
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Join Date: Sep 2018
Location: MD, USA
Programs: AAdvantage, WN RapidRewards, DL SkyMiles, UA Mileage Plus, Marriott Bonvoy Gold, HHonors Gold
Posts: 144
Changed email address, now can't log into Bonvoy account
On Saturday I changed my email address on my Bonvoy account. When I tried to log in with the new address, I saw a prompt to call Customer Service to confirm my identity. I thought that was weird so I attempted to reset my password. Same deal here.

I called Customer Service 3 times. Here is the result of each call:
  1. Wait one hour
  2. We fixed it, reset your password and try again
  3. When you change your email address it locks you out of your account for 4 days and no one can override it
Is there ANYONE at Bonvoy who can help me with the app? FWIW, I was able to change my email on the HHonors app with zero drama.

​​​​​​​TIA!
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