Issues with Marriott Bonvoy Rewards Login
Feb 16, 23, 9:05 am
#1
Original Poster
Join Date: Feb 2023
Posts: 1
Issues with Marriott Bonvoy Rewards Login
Hello -
I have seen other posts in the forum, but has not so far read about any issues specifically like mine.
I read about others being locked out due to an “audit” so these issues may be similar, but not the same.
I needed to book my partner & child a hotel room last weekend in Arizona. Naturally I opened my marriott app & tried to log my rewards info in.
Marriott App informed me I needed to “change my password“ & that this needed to be done before I could go further. I groaned that once again I’d have to change it, but hit the bottom & went onto the change password page it prompted.
I entered my current password, and then the “new” password twice, hit submit. Once I hit submit, it told me that there was an error and that I was now locked out of my account that I needed to call customer service.
I didn’t think it was possible so I tried once under my old passport to login, and once under the “new”. No luck. Tried “forgot password”, but no email would come in.
I found the time to call Marriott customer service and have had no luck still.
The lady did not say that my account was locked due to an audit, all she can see what she was “Sorry it was locked.”.
I had to provide multiple addresses & last fours of credit cards I’ve used. She then “believes” its me and says theres now an error with my email and puts me on hold. She confirms my email address with me 4 times and this goes on for over 15minutes (she has to put me on hold she says) -
Only to tell me “she can’t find my email in the system” despite SEEING IT ON HER SCREEN.
so she told me that she cannot unlock my account, and that this issue must be sent to Marriott Bonvoy Tech Support (think I said this right). I was just in total shock for providing more security info than I do at my doctors or credit card company.
So what I don’t understand is that I have had emails in the past specifically from Marriott Rewards which means my account IS linked. Or better yet - when I book any stay with Marriott it is through the app using my email address! I could understand this issue possibly if I hadn’t stayed in years, but I used Marriott last year. (We frequently use Hilton & Marriott both)
Needless to say, I’m still locked out, I don’t understand why this is happening unless the lady at customer service is not explaining what’s going on.
I can’t make sense of it.
I am frustrated because last weekend we then stayed with Hilton (no other option cause we couldn't get into Marriott) and I will prob have to use Hilton again this weekend for a quick trip.
Has anyone else ever had this issue? Again, I’m not being told it was due to an audit.
I have seen other posts in the forum, but has not so far read about any issues specifically like mine.
I read about others being locked out due to an “audit” so these issues may be similar, but not the same.
I needed to book my partner & child a hotel room last weekend in Arizona. Naturally I opened my marriott app & tried to log my rewards info in.
Marriott App informed me I needed to “change my password“ & that this needed to be done before I could go further. I groaned that once again I’d have to change it, but hit the bottom & went onto the change password page it prompted.
I entered my current password, and then the “new” password twice, hit submit. Once I hit submit, it told me that there was an error and that I was now locked out of my account that I needed to call customer service.
I didn’t think it was possible so I tried once under my old passport to login, and once under the “new”. No luck. Tried “forgot password”, but no email would come in.
I found the time to call Marriott customer service and have had no luck still.
The lady did not say that my account was locked due to an audit, all she can see what she was “Sorry it was locked.”.
I had to provide multiple addresses & last fours of credit cards I’ve used. She then “believes” its me and says theres now an error with my email and puts me on hold. She confirms my email address with me 4 times and this goes on for over 15minutes (she has to put me on hold she says) -
Only to tell me “she can’t find my email in the system” despite SEEING IT ON HER SCREEN.
so she told me that she cannot unlock my account, and that this issue must be sent to Marriott Bonvoy Tech Support (think I said this right). I was just in total shock for providing more security info than I do at my doctors or credit card company.
So what I don’t understand is that I have had emails in the past specifically from Marriott Rewards which means my account IS linked. Or better yet - when I book any stay with Marriott it is through the app using my email address! I could understand this issue possibly if I hadn’t stayed in years, but I used Marriott last year. (We frequently use Hilton & Marriott both)
Needless to say, I’m still locked out, I don’t understand why this is happening unless the lady at customer service is not explaining what’s going on.
I can’t make sense of it.
I am frustrated because last weekend we then stayed with Hilton (no other option cause we couldn't get into Marriott) and I will prob have to use Hilton again this weekend for a quick trip.
Has anyone else ever had this issue? Again, I’m not being told it was due to an audit.
Feb 17, 23, 1:18 am
#2
Company Representative, Marriott Bonvoy
Join Date: Feb 2019
Programs: Marriott Bonvoy
Posts: 980
Hello -
I have seen other posts in the forum, but has not so far read about any issues specifically like mine.
I read about others being locked out due to an “audit” so these issues may be similar, but not the same.
I needed to book my partner & child a hotel room last weekend in Arizona. Naturally I opened my marriott app & tried to log my rewards info in.
Marriott App informed me I needed to “change my password“ & that this needed to be done before I could go further. I groaned that once again I’d have to change it, but hit the bottom & went onto the change password page it prompted.
I entered my current password, and then the “new” password twice, hit submit. Once I hit submit, it told me that there was an error and that I was now locked out of my account that I needed to call customer service.
I didn’t think it was possible so I tried once under my old passport to login, and once under the “new”. No luck. Tried “forgot password”, but no email would come in.
I found the time to call Marriott customer service and have had no luck still.
The lady did not say that my account was locked due to an audit, all she can see what she was “Sorry it was locked.”.
I had to provide multiple addresses & last fours of credit cards I’ve used. She then “believes” its me and says theres now an error with my email and puts me on hold. She confirms my email address with me 4 times and this goes on for over 15minutes (she has to put me on hold she says) -
Only to tell me “she can’t find my email in the system” despite SEEING IT ON HER SCREEN.
so she told me that she cannot unlock my account, and that this issue must be sent to Marriott Bonvoy Tech Support (think I said this right). I was just in total shock for providing more security info than I do at my doctors or credit card company.
So what I don’t understand is that I have had emails in the past specifically from Marriott Rewards which means my account IS linked. Or better yet - when I book any stay with Marriott it is through the app using my email address! I could understand this issue possibly if I hadn’t stayed in years, but I used Marriott last year. (We frequently use Hilton & Marriott both)
Needless to say, I’m still locked out, I don’t understand why this is happening unless the lady at customer service is not explaining what’s going on.
I can’t make sense of it.
I am frustrated because last weekend we then stayed with Hilton (no other option cause we couldn't get into Marriott) and I will prob have to use Hilton again this weekend for a quick trip.
Has anyone else ever had this issue? Again, I’m not being told it was due to an audit.
I have seen other posts in the forum, but has not so far read about any issues specifically like mine.
I read about others being locked out due to an “audit” so these issues may be similar, but not the same.
I needed to book my partner & child a hotel room last weekend in Arizona. Naturally I opened my marriott app & tried to log my rewards info in.
Marriott App informed me I needed to “change my password“ & that this needed to be done before I could go further. I groaned that once again I’d have to change it, but hit the bottom & went onto the change password page it prompted.
I entered my current password, and then the “new” password twice, hit submit. Once I hit submit, it told me that there was an error and that I was now locked out of my account that I needed to call customer service.
I didn’t think it was possible so I tried once under my old passport to login, and once under the “new”. No luck. Tried “forgot password”, but no email would come in.
I found the time to call Marriott customer service and have had no luck still.
The lady did not say that my account was locked due to an audit, all she can see what she was “Sorry it was locked.”.
I had to provide multiple addresses & last fours of credit cards I’ve used. She then “believes” its me and says theres now an error with my email and puts me on hold. She confirms my email address with me 4 times and this goes on for over 15minutes (she has to put me on hold she says) -
Only to tell me “she can’t find my email in the system” despite SEEING IT ON HER SCREEN.
so she told me that she cannot unlock my account, and that this issue must be sent to Marriott Bonvoy Tech Support (think I said this right). I was just in total shock for providing more security info than I do at my doctors or credit card company.
So what I don’t understand is that I have had emails in the past specifically from Marriott Rewards which means my account IS linked. Or better yet - when I book any stay with Marriott it is through the app using my email address! I could understand this issue possibly if I hadn’t stayed in years, but I used Marriott last year. (We frequently use Hilton & Marriott both)
Needless to say, I’m still locked out, I don’t understand why this is happening unless the lady at customer service is not explaining what’s going on.
I can’t make sense of it.
I am frustrated because last weekend we then stayed with Hilton (no other option cause we couldn't get into Marriott) and I will prob have to use Hilton again this weekend for a quick trip.
Has anyone else ever had this issue? Again, I’m not being told it was due to an audit.
Please accept our apologies for the inconveniences you have come across.
We would like to help look into this issue, if you may provide below information to us via private mail here or by email below. If you prefer to send the information via email, please include your Flyertalk username.
Your name
Marriott Bonvoy account number
Email address associated with your account
Information of a recent stay(hotel name & stay date)
Best Regards,
Christina Z
Specialist, Social Media Care
Marriott International
[email protected]
Nov 25, 23, 10:45 am
#3
Join Date: Mar 2012
Location: Miami BCH., FLorida
Programs: AA:EXP, GLD:A.Argen., Etihad; Turk SIL:UA, VS; HOT.GLD:ClubC, Loews, SPG; PL:Ritz, Hil, IHG, BtW., R
Posts: 260
50 or 56 night stay marriott is refusing to credit!
I have been trying to get a stay credited for almost a month (check-out date 11/3/23.). I have sent 4 or 5 emails and am getting the run-around. I understand that overlapping stays (multiple nights credited) are ineligible for dual elite night credits. Since I saw your post above I thought I would also list a post here to see if I can get this stay credited (minus the 6 nights that overlap). It is a 50-night stay, so obviously greatly affects my elite status for the year in addition to pushing me over to lifetime platinum.
WHile the bottom of the folio puts salt in the wound saying". you could have been closer to your dream vacation and have elite nights credited", it does nto specify a specific airline mile account that has been credited. I have checked the airlines i use the most and do not see any credit. Since i started to address this inaccuracy (I never requested airline miles versus Bonvoy points) and my name is at the top of the reservation, I am quite irritated for the time and effort i have expended trying to get this inaccuracy fixed. I am beyond frustrated.
HELP!
WHile the bottom of the folio puts salt in the wound saying". you could have been closer to your dream vacation and have elite nights credited", it does nto specify a specific airline mile account that has been credited. I have checked the airlines i use the most and do not see any credit. Since i started to address this inaccuracy (I never requested airline miles versus Bonvoy points) and my name is at the top of the reservation, I am quite irritated for the time and effort i have expended trying to get this inaccuracy fixed. I am beyond frustrated.
HELP!
Nov 26, 23, 3:22 pm
#4
A FlyerTalk Posting Legend
Join Date: Apr 2004
Location: GVA (Greater Vancouver Area)
Programs: DREAD Gold; UA 1.034MM; Bonvoy Au-197; PCC Elite+; CCC Elite+; MSC C-12; CWC Au-197; WoH Dis
Posts: 51,810
