Marriott rep: We have no IT Dept.; account locked 5 days for profile change
 

Yesterday when I tried to log on, I got the message:

--
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.
--
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.

We always hear complaints about MOLAs ... here we have a complaint that an agent said something that is true :D Marriott does indeed not have an IT department :)

Wait 48 hours. That is correct. Not ideal, but it is known to resolve these kind of problems after 2 days.

Unless there is an indication that your account was hacked, I would wait till Monday and it should be fine.

Sounds a lot like this, which means it will be 4 days.

PSA: Marriott 2FA/OTP - Major Issues (4+ Day Lockout No Support) - FlyerTalk Forums

Maybe MGM is borrowing the Marriott IT department to clean up their mess before the integration starts.

Ha, been that wat for 10 years
 

Marriott IT is the MBA 'folks' who design a new web page after a survey.
:)

It does sound like that.

So Marriott really screwed up the 2FA implementation, and some how locks people out for 5 days.

The Marriott reps have no clue, and the first thing they do is to send a password reset link. Then they BS around, tell you there is system error, they can't do anything, and wait 48 hr or 5 days. Hopefully the system automagically fixes things.

Marriott responded to my ticket with email saying:

"Thank you for contacting Marriott indicating your inability to receive the password reset then log back into your membership.

After reviewing your membership activity, I found a portion of your profile was updated on October 5, 2023. We care about your Account security, so the password reset will not process until 5 business days after the changes made to your profile. "

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I replied that it's not an "inability" to receive password reset, and in fact I did receive the password reset link and did successfully reset my password -- with Marriott system giving me a message about successful password change. I also got a followup email from Marriott "Your password has been changed."
So it's not an issue of inability to receive password reset link, or inability to change password.

This Marriott message that "a portion of your profile was updated,.. the password reset will not process until 5 business days after" just doesn't sound right. So if anyone tried to change any part of the profile, your account can be locked out for 5 business days?!?

When I called Marriott the second time, the Marriott rep confirmed that I did not change my email or phone number. The one thing I remember changing was my default credit card number. I had changed it before, but Marriott continued to show my old CC number as default. So on Oct. 5 when I was making two new bookings, both times it was showing me the old CC number and both times I put in the new CC number, and specifically clicked to make it my new default CC. With all these problems in Marriott system, I'm not sure if the new CC got saved at all.

Anyway, at least this Marriott email response to the ticket, is saying my account is locked for 5 business days before the system will process my password reset, because of a profile change.

Unfortunately sounds like a typical Marriott IT issue and their helpless customer support agents. Amazing how they have such a dysfunctional system that it locks out customers for 5 days on a whim, so you can't even make new reservations in your account or view/edit/cancel existing reservations etc.

Alas, I'm not amazed at all. The Marriott "system" is terrible at resolving anything that isn't part of their scripted responses.

Today I can log in, with my new password. I quickly did the cancellations and new bookings I needed to do.

For my profile, the new credit card I had saved a few times before as the default (when making bookings), is still not saved. I added it in and saved as the default in my profile. Hope it stays.

The Marriott system is awful, to be locking customers out for days, and the reason is still not clear. There is also customer service fail, when calling in for help. (There was no more response to my email)

echo this
 

For my profile, the new credit card I had saved a few times before as the default (when making bookings), is still not saved. I added it in and saved as the default in my profile. Hope it stays.

I had same issue on just updating my expiration date of the new card with the same #. waiting 4-5 days also! But glad this was posted so as to know others struggle with simple IT issues.

Good news, after running into this issue and called support and told to wait 4 days - on 2nd day I suddenly can receive verification email. And after logging in I noticed that 2FA option in Marriott Bonvoy App disappeared! Glad they finally decided to get rid of it for me.

You can set the 2FA off, in your profile. However, it may come back all of a sudden for no reason (no, I did not make the change, Marriott did). You'd have to go into your profile to set it off again.

Be careful when using The APP (as least on Android). If you have 2FA disabled, whenever you start the app, a popup screen will come up asking you to "Secure Your Account" and "Turn On" 2FA. you can just exit the pop up and leave 2FA disabled. The first time I saw it, I did accidentally re-enable 2FA.

--Jon

Yap I also saw that before. And no I did not turn on 2FA that way.

But as others have also reported, sometimes Marriott just suddenly turns the 2FA on for you.
Well, Marriott rep did say they don't have an IT dept. So it must be a mouse turning 2FAs on for people at random.