Systems Outage Update

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Old Aug 19, 18, 11:08 pm   -   Wikipost
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Last edit by: RogerD408
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If you see only Marriott account activity / points when logging into SPG.com: (as of August 19)

If you use the same email address and password on both SPG.com and Marriott.com, logging in appears to take you to your Marriott account by default. Try using your SPG account number and password to log in.

If you use the same email address and different passwords, each password should take you to each separate account. You need to log completely out to switch accounts.

It may be helpful to use different browsers or an incognito/private browsing window to be able to access both accounts without confusing your browser.

Also, regardless, be sure to uncheck the Remember Me before logging in to make account selection easier until you have combined your accounts and have a single login again.

Try https://www.marriott.com/default.mi?...spg&reset=true to access your SPG account.
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Old Aug 22, 18, 12:11 pm
  #166  
 
Join Date: Feb 2016
Location: BCN/ RIO/ World
Programs: AV Diamond, TK ELP, IB Oro, AD Diamante, NZ Gold, QF Gold, Marriott Platinum, SPG Platinum
Posts: 64
So, it looked like the system was back up and running today giving the option to merge accounts.

After an multiple attempts and the Marriott/ SPG system(s) literally sending me around in circles after what started with a password reset, I spent an hour on the phone only to be told by two different operators (oh yes, one specialist for SPG and one specialist for Marriott)
"We are hearing all sorts of strange issues, your issues don't come as a surprise even though I ain't seen this happen yet"
"The system is screwed. It is just flat out not working, like at all. I have no idea if your nights and points will be safe or not."
"I think some of what is going on is that the system just can't keep up with how many people are trying to merge their accounts at the same time. It has only be online 3 times since the 18th and when word gets out its working everyone just floods it"
"If I was you, I'd just give up and try again in a week."

Issues encountered on this odyssey today:
1. Log in to SPG but actually log in to Marriott due to same email and password registered for both
2. Reset password for SPG but unintentionally reset for Marriott instead, due to above
3. Merge denied due to "name mismatch" (but operator confirmed names were the same in both profiles, just the Marriott site was not feeding the data for the field to the page in question)
4. Merge sucessful! (But not actually....! It was just showing on my profile but not on the operator's system. Sure enough it dropped off when I logged off and on again.
5. SPG nights and points from August missing from SPG balance
5. Lifetime nights balance on "check your details" section of the merge process actually just showing YTD nights
6. All lifetime nights (and status) disappearing when going to merge accounts, luckily on this attempt the merge failed after logging back in

So it is status quo.. two separate accounts.

I am really shocked at just how many separate issues were encountered in what should have been a simple transaction.

Perhaps they should have considered a different approach, like "pre-registering" a request or instruction to merge accounts, and then they can do it automatically or in batches (even testing it in a staging environment first!) rather than trying to get users to do it themselves and flooding out their systems.

Hard not to call this incompetence of their IT / management teams responsible for the planning of this.
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Old Aug 22, 18, 1:15 pm
  #167  
 
Join Date: Jun 2005
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Originally Posted by shuuy View Post
... I was thinking about what would make this systems outage worse, and there's one thing that SPG and Marriott have been successful at avoiding.

giving us things and then taking it away

... haven't seen anywhere yet about "gave me points/status/nights/stays but took it away"

So while it's not smooth, thanks Marriott/SPG for not promising things to then be unwound
Although they got plenty of folks hopes up by migrating Golds to Plat for the weekend and then downgrading them again - I think some hoped they'd backtracked on an earlier decision!
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Old Aug 24, 18, 9:28 am
  #168  
 
Join Date: Apr 2000
Posts: 2,447
Signed into both my SPG and Marriott accounts yesterday. Using the old SPG number, it told me to use my new SPG number with the old password and it worked OK. New points balance is as expected (old SPG * 3) and nights are correct. No change in Marriott balance (which is just credit card spend, but 16 nights earned).
However I qualiified for Platinum on stays (26) last in Mar, which SPG confirmed. The new SPG page states that I need 19 nights to requalify for next year. I thought that I was Platinum in the new program for all of 2019 and Jan 2020? Is this just a quirk due to the fact that stays no longer matter to the combined programs?
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Old Aug 24, 18, 9:41 am
  #169  
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Am I the only one who keeps reading this thread title as Systems Outrage Update?

'Cause that would sort of fit.
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Old Aug 24, 18, 9:42 am
  #170  
 
Join Date: Mar 2011
Programs: Accor Platinum, SPG Platinum
Posts: 638
I wonder why Marriott didnít select a small batch of accounts all with different parameters (SPG qualified on stays, SPG Amex, those who did Marriott status challenge, those with Lifetime Status, different status levels in both programmes, those with SNAs, upcoming BRGs and every other possible scenario) and ask if these members would participate in a test stage on 18th August (with some sort of reward like points for helping) and report back all these errors / anomalies?

Then they could spend a few more months working on them and as suggested above, do a general roll out in weekly batches of the other members to merge accounts etc.

It seems crazy to just ask 1 million members to merge their accounts!
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Old Aug 24, 18, 12:32 pm
  #171  
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Originally Posted by headinclouds View Post
Signed into both my SPG and Marriott accounts yesterday. Using the old SPG number, it told me to use my new SPG number with the old password and it worked OK. New points balance is as expected (old SPG * 3) and nights are correct. No change in Marriott balance (which is just credit card spend, but 16 nights earned).
However I qualiified for Platinum on stays (26) last in Mar, which SPG confirmed. The new SPG page states that I need 19 nights to requalify for next year. I thought that I was Platinum in the new program for all of 2019 and Jan 2020? Is this just a quirk due to the fact that stays no longer matter to the combined programs?
I think the whole status thing is messed up and being worked on. I was SPG LTG before the merge with < 10 nights this year. Now I am showing as Plat and finally LTG. I was MR LTG and now MPG LTP, so maybe SPG is showing a status match from there. Bottom line, still lots of work to be done. Reports are being done in batches so what one sees may not match what others will see. Unless you want/need a status bump for your next stay, kick back and enjoy the ride.
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Old Aug 24, 18, 4:53 pm
  #172  
 
Join Date: Nov 2008
Location: Houston, TX
Posts: 10
It's been a week and I still can't sign into my SPG account. When I called the member line they said the issue might not be resolved until Sunday the 26th.
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Old Aug 24, 18, 5:27 pm
  #173  
 
Join Date: Dec 2001
Programs: AA EP, SPG Plat Elite
Posts: 241
I called today again and the agent mentioned she’s been talking to people all day with messed up accounts. She mentioned that they don’t know when it will be fixed. She also said she couldn’t even log into my account due to issues.
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Old Aug 25, 18, 12:07 am
  #174  
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No possibility to log in at spg.com at the moment. The log in button or screen won't appear on any page.

Ditto for marriott.com
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Old Aug 25, 18, 12:37 am
  #175  
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Join Date: Jan 2015
Location: Kuwait (KW)
Programs: Marriott Ambassador/LTG, Qatar Platinum, Etihad Gold
Posts: 727
Just checked the status website and got this message:

We are currently experiencing a loyalty system outage.

Guests are unable to access their accounts or make reservations with points on the following:
  • Web Sites
  • Mobile Apps
  • Voice Reservation Systems
Thank you for your patience.

***

Perhaps this is the final fix before our missing points/nights/spend/statuses post?

khabah
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Old Aug 25, 18, 12:43 am
  #176  
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I called up as I need to make a reservation and they said to call back in a couple hours.
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Old Aug 25, 18, 2:27 am
  #177  
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Originally Posted by khabah View Post
Perhaps this is the final fix before our missing points/nights/spend/statuses post?
Either that, or the meltdown to end all meltdowns
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Old Aug 25, 18, 2:40 am
  #178  
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Itís still not up ....
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Old Aug 25, 18, 5:10 am
  #179  
 
Join Date: Nov 2008
Programs: SPG-Plat, Hilton-Diamond, Club Carlson-Silver, Cathay-Diamond, Virgin-Gold
Posts: 1,606
Nice of them to give advanced warning of this, 2 weekends in a row with things not really working inbetween.

Think it's about time Marriott announced an amazing promo for next couple of months as way of an apology for this joke of a situation!

​​​
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Old Aug 25, 18, 7:44 am
  #180  
 
Join Date: Feb 2015
Location: Citizen of EMEA
Programs: Flying Blue Plat, Marriott LTPP, HH Diamond
Posts: 281
I'm not an IT person but should they not have done some work in a test environment to check everything prior to going live? I expected some teething issues for 2-3 days but it seems like they've gone straight for the big bang change without doing any testing. The 18 August date should have been postponed.
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