Identity verification process - recent experience?
 

TLDR: - DL locked my account without any notification, asked me to fill in a verification form and upload ID, but no communication/indication on how long the process takes to resolve. Any recent experience here?

This morning I could not log into my skymiles account. It simply errored out saying something like "no account with those credentials". I manage my kids skymiles accounts and those logins were fine. So, I attempted to change my password, got emailed verification codes etc., but at the final step it gave a generic error. That gave me pause so I called the DM desk and the agent said, yes I can see your account is suspected compromised and locked until your identity can be verified. Upon asking when the lockout happened she said yesterday. There was no notice/email whatsoever from DL about this - I'm just happy my next trip isn't until Sunday (and all trips are intact when checking as a guest with PNR). I filled in the ID verification form and submitted, but again, other than a splash screen saying it was submitted, no confirmation email, no case number, no anticipated time window to resolve etc.

All I found here and other places were older threads, so I'm wondering if any has had to do this process recently and how long it took to resolve it?

Longtime FT lurker finally creating an account due to this Delta issue.

woodenshoe101 I am encountering the exact same issue today. Opened the app on iPhone and was logged out then stated can't login with those credentials when trying to login. Tried on desktop in Chrome to the same effect. Tried resetting password via website and received MFA push to FlyDelta app (even though it's supposedly logged out?!) which I can approve successfully. Then enter a new password and submit which ends up failing.

Ultimately I assumed my account was somehow locked overnight (I was able to access it yesterday just fine). Also filled out the identity verification webform but have no clue how long it will take to receive a response or see any action.

I did not bother to try calling or deal with the website chat feature. Maybe I will need to.

Welcome to FT (even if the reason why sucks).

The medallion line can’t do much more than point you to the form unfortunately, but I forgot to add that the agent I spoke to said I wasn’t her first call today about this same issue.

For a long time I had a way too simple password on my skymiles account, but with password managers it’s easy to set up unique and complex passwords. I know that my former password was part of at least one data leak. So perhaps unsavory types were sniffing around with old passwords to see if something was accessible.

Thank you, I really should have created an account a decade or more ago :D

Yes, that is what I figured. I actually expected to find a thread in this forum hours ago. I was not shocked that Delta's website mentions nothing...

I also finally fixed that issue a few years ago which is why this was so unexpected. But it would not shock me if there has been some sort of Delta IT fail resulting in a more recent leak.

I will answer my own question (which I asked due to horror stories in old threads) - it took about 2 hours to clear the hold. I did need to reset my password using a naive browser, because the ones I was previously logged in on still wouldn't let me update my password.

I also received an email stating "Your recent SkyMiles® account request has been completed." a few hours after submitting the web form. I was unable to reset my password and am still locked out waiting on further response from the support email. The fun continues.... at least I don't need to book travel urgently, let alone actually check in and fly...

I had the same issue as you. Email received but still unable to reset password. I called the medallion line again to confirm the hold was indeed lifted (it was) and the agent suggested fully resetting browser (clearing cache/cookies), using a naive one (not previously logged into DL.com), or waiting 24 hours to try again. The naive browser suggestion was the one that worked for me.

To close the loop yes I swapped to a different Chrome profile and was finally able to get the reset to work. And before logging back in under my primary profile I cleared all site data.

The funniest part of this is that the MFA option using my FlyDelta app was still active and working even when it force logged me out there. Quality engineering as always :rolleyes:

Same thing with me today. Of course if you try a password reset with a locked account it says "Try again later", so that doesn't work.
Called in and did the form. Agent stayed on the line and reviewed the form. I was back into the account in 15 minutes total. When the account is unlocked you reset with a new password. Agent said she had a record number of reset requests yesterday.

This is probably an organized hack (due to recent international events) where they just flood the system with logins for email addresses on their list. Not sure anyone is really trying to gain access to accounts, just overwhelm the system. Hawaiian airlines was hacked yesterday and was down for many hours. At least this "effort" has not taken down delta.com up to now.

If you have an older email address that has been on hacked lists before (probably most of us), then this might happen to you. If I was flying in the next few days, I would check my app every day to make sure I can still login.

I logged in just to see if anyone else was having this issue. I’m currently overseas and will be traveling home in a few days. I’m trying to avoid calling Delta from Norway, can someone please link the ID verification link? Thanks!

I’m having the same issue, oddly the phone lines had a very long wait, so I tried the chat function as I waited on hold. The person on the phone said everything was fine. The person on the chat said I was suspended, gave me the verification form Information which I completed. They said that it might take up to a week to process the information. clearly, a hack happened.

Hopefully this gets resolved because I have a flight in a few days.

Does anybody know what happened? was the long wait because so many people are having problems?

Severe storms in ATL resulted in a meltdown… more than 100 planes were on the ground during a hail storm that have to be inspected before they can fly. Inbounds were held and cancelled due to lack of gates for 5+ hours.

You can still book travel, just add your SkyMiles account number later when your account is unlocked. Unless you're trying to book award travel.

There is an FBI warning on airline attacks.
this will only increase…

It's shocking to me Delta still doesn't have 2 factor verification. Then again it's Delta IT, so it isn't shocking...