AwardWallet
Mar 14, 2018, 11:00 am
#796
Join Date: Feb 2008
Location: SAV
Programs: ??????????
Posts: 963
Have not been able to update all accounts in AwardWallet for quite a while. Hubby's Hilton account said "your account is locked out" 
What does this mean? I can log in OK directly at Hilton website but cannot from AwardWallet. I did read somewhere Hilton has been a problem. Is there a work out? Thanks.
What does this mean? I can log in OK directly at Hilton website but cannot from AwardWallet. I did read somewhere Hilton has been a problem. Is there a work out? Thanks.
Mar 16, 2018, 8:50 am
#801
Community Director Emerita
Join Date: Oct 2000
Location: Anywhere warm
Posts: 33,739
Mar 16, 2018, 8:55 am
#802
Join Date: Feb 2008
Location: SAV
Programs: ??????????
Posts: 963
If you click "Hilton (Honors)" it should open a new tab and attempt to log you in to your hilton.com. When doing this, does it log you in? I *think* what is happening is you need to click the "Sign in" button, as the update process won't automatically do that for you, which is why it isn't updating.
Mar 16, 2018, 9:05 am
#803
Community Director Emerita
Join Date: Oct 2000
Location: Anywhere warm
Posts: 33,739
If you click "Hilton (Honors)" it should open a new tab and attempt to log you in to your hilton.com. When doing this, does it log you in? I *think* what is happening is you need to click the "Sign in" button, as the update process won't automatically do that for you, which is why it isn't updating.
- I was already logged into Hilton. It showed the Hilton Leisure Escapes box coming up. On Award Wallet, it said "updated without change" and nothing changed.
- I logged out of Hilton. I clicked update on Award Wallet. It brought up Hilton Leisure Escapes. It never logged in. On Award Wallet, it said "updated without change" and nothing changed. At no time was there opportunity for me to do anything manually.
Mar 16, 2018, 10:23 am
#805
Join Date: Feb 2008
Location: SAV
Programs: ??????????
Posts: 963
Ok, we just forced an update on your account and it looks to have updated. We also manually disabled the use of affiliate links (a setting in your profile which you can change), in case an ad-blocker was doing something funky.
Can you try again? I wouldn't expect the balance to change given the successful update that just happened, but the Hilton window should pop up, and it should log you in or at least prompt you to click sign in. If that doesn't happen, we'll need to escalate this. It could be a browser/extension problem too -- but past my ability troubleshoot.
Can you try again? I wouldn't expect the balance to change given the successful update that just happened, but the Hilton window should pop up, and it should log you in or at least prompt you to click sign in. If that doesn't happen, we'll need to escalate this. It could be a browser/extension problem too -- but past my ability troubleshoot.
Mar 16, 2018, 10:36 am
#806
Community Director Emerita
Join Date: Oct 2000
Location: Anywhere warm
Posts: 33,739
Thank you for your efforts. I knew you were working on it when a banner came across my desktop showing my accurate Hilton total. This time on asking awardwallet to update the account, it went to the proper Hilton page, Hiltonhhonors.com. However, it did not log in nor did it prompt me for any action. Again, the awardwallet summary page said that it had updated.
Mar 16, 2018, 10:50 am
#808
Community Director Emerita
Join Date: Oct 2000
Location: Anywhere warm
Posts: 33,739
Mar 16, 2018, 11:04 am
#809
Join Date: Feb 2008
Location: SAV
Programs: ??????????
Posts: 963
Actually, I think that is it. If you install the extension with Safari I bet it'll work (Hilton updates require the desktop extension). My gut says the problem is perhaps something happened with the extension in Firefox. If you remove it, restart the browser, and attempt to update Hilton it should prompt you to reinstall the extension and I bet that'll fix it.
If you want to try that (my gut is that is what support will have you try), let me know, otherwise, I'll send it over to them to reach out to you.
Howie
If you want to try that (my gut is that is what support will have you try), let me know, otherwise, I'll send it over to them to reach out to you.
Howie
Mar 16, 2018, 11:16 am
#810
Community Director Emerita
Join Date: Oct 2000
Location: Anywhere warm
Posts: 33,739
I did as you requested. Nothing changed. It still indicates it has updated but it never logged on to Hilton.