Calling DL, always have to enter SM#?
Jan 2, 2020, 3:34 pm
#1
Original Poster
Join Date: Jul 2008
Location: MSP
Programs: Delta PM, Marriott Plat, Hertz Pres
Posts: 3,649
Calling DL, always have to enter SM#?
So, for basically all of this year, any time I've had to call in I am ALWAYS prompted to enter my SM # before continuing, while it used to automatically greet me by name. Ive checked my profile on Delta, my phone # is listed there, i dont have 'hide my number' setup on my phone so it should be able to match me to my account automatically.....has anyone else run into this?
Jan 2, 2020, 3:47 pm
#3
Join Date: Jul 2010
Location: Small town near RNO
Programs: Delta 1MM/PM, BAEC GGL, Asiana Diamond Plus(Lifetime), AC *Tangerine
Posts: 899
It's been an on and off thing with me for the last couple of months, doesn't matter whether I'm on the landline from home or the cell. I still get sent to the Platinum desk properly once I've finished with the number entry. I'd just chalk it up to good old Delta IT.
Jan 2, 2020, 8:16 pm
#4
Join Date: Feb 2015
Location: ANC
Programs: DL DM
Posts: 1,856
Back when I was Silver I ran into this for a few months. However ever since I made GM, and now PM, it seems to be consistently recognizing me by name.
My husband has had to do this for the last few years both as non-status and Silver. He recently made GM so curious to see if it ever fixes itself.
On all times once the # was entered it directed the call to the appropriate desk.
My husband has had to do this for the last few years both as non-status and Silver. He recently made GM so curious to see if it ever fixes itself.
On all times once the # was entered it directed the call to the appropriate desk.
Jan 2, 2020, 9:04 pm
#5
Join Date: Oct 2007
Location: DCA
Programs: DL DM, AA EXP, various hotel
Posts: 2,227
I've had to enter my number for the past five years of being Diamond. It drives me crazy, and I've emailed and called about it multiple times, but no one has any remote clue how to fix it.
Jan 2, 2020, 9:58 pm
#6
FlyerTalk Evangelist
Join Date: Jun 2004
Location: MSP
Programs: DL PM, MM, NR; HH Diamond, Bonvoy LT Gold, Hyatt Explorist, IHG Diamond, others
Posts: 12,159
It happened to me a while ago and I figured out the cause.
If two accounts have the same phone number, the system can't identify you. If you change the phone number on one, the system will identify the other when you call from that phone.
If two accounts have the same phone number, the system can't identify you. If you change the phone number on one, the system will identify the other when you call from that phone.
Jan 3, 2020, 6:12 am
#7
Join Date: Jan 1999
Location: Charlotte, NC
Programs: DL DM, Hilton, Marriott & SPG Platinum & a whole lot of other programs...
Posts: 745
THIS - Same happened to me as one of my kids accounts had the same number. Once I changed there, all worked well!
Jan 3, 2020, 7:54 am
#8
Join Date: Dec 2002
Location: Washington, DC, Chapel Hill, NC (RDU)
Programs: DL Plat (won't hit DM again) 2MM (2.5), HH Gold, PC Gold, Hyatt Plat
Posts: 5,626
Jan 3, 2020, 10:04 am
#9
Original Poster
Join Date: Jul 2008
Location: MSP
Programs: Delta PM, Marriott Plat, Hertz Pres
Posts: 3,649
Jan 3, 2020, 9:22 pm
#11
Join Date: Jan 2013
Location: SBN
Posts: 143