A LoyaltyLobby reader sent us a message about being unable to log into their IHG Rewards account with 2.5M points this weekend. The system claims that the account does not exist.
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Here’s the email from the reader:
I’ve been shocked an hour ago when I tried to book my next day with IHG and I found my account that used to be with almost 2 and 1/2 million points is with zero points!!
A message says that my account is locked and asked me to contact the IHG ! It never happened to me before!
Well I remember something similar happened to you five years ago when you bunch points through a third-party
and because I’ve done the same last week in London when I branched points for my stay in one of Smith’s hotel I thought it could be the same issue, but it wasn’t!
Because when I decided to call the IHG United States free tools number, The agent there was a reservation agent I gave him my IHG membership number and the surprise was when he said that this membership number doesn’t show anything on his system.. just like my membership doesn’t exist!
I explain to him what I was facing and he said: well this is rewards club issues and he started transfering me to them, after a long hold they agent from the rewards club (in Philippine) answered I explained everything to her and she said: “yes it’s not only you we are facing this globally and many clients are calling now, the system is not allowing her to see any information and we are working on it” !
She confirmed that my points and stays will be saved and it will show it on my account as soon as this problem is solved, and she advised to contact again after 24 hours!
Actually John I’m not sure if it’s really a global issue or it is just the same as what happened to you five years ago!
I hope it will be solved automatically soon without a need to call again i really want to book my next stay!
I only wanted to share this with you, wondering if others are facing the same issues?
A reader has a valid concern here. When you cannot log in to your IHG Rewards account and message that the account number, email address, or PIN is incorrect, it often means that your account has been locked, terminated, or under audit.
IHG may lock your account for various reasons, but in essence, they believe that you have somehow broken the rules that govern the IHG Rewards program. There is always a cop-out clause that they can close anyone’s account for any reason, and there is nothing that the member can do about it.
I don’t, however, believe that this is the issue here.
IHG is doing extensive IT work this weekend, and the system may not allow members to log into their account all the time, and the points and other information may not be correct or up to date. So I would wait until Monday or Tuesday and only then get worried if there are account log-in issues.
Previous articles about IHG account suspensions:
- Reader Email: IHG Closes Account With 1.8M Points?
- UPDATE: IHG Rewards Club Account Audits & Terminations
- IHG Rewards Club Account Audits & Terminations
- Reader Email: “Held to ransom by IHG Rewards” (627,919 POINTS!)
Conclusion
It would have been great if IHG had had a notice up on its website that many of the usual functions of the IHG Rewards are not available throughout the weekend. It certainly would have lessened the workload at IHG’s call center in Manila.
It is not unusual for loyalty program accounts to be inaccessible for a few hours early on Sundays for maintenance. This happens quite often.
I got the same issue when I tried to log into my account … “Account temporarily locked”
me too
The same problem with the account. I can not enter my account. Initially, it was shown as temporary locked, now as deactivated. In chat, I did not get support. I was advised to send an email or call. I called +18447747300, and the agent could not solve the problem and advised me to call in 24 hours.
The same issue with me too. I think it’s an IT issue and they working on it. I never done anything wrong with IHG promotions and I believe it’s a temporary issue it’ll be resolved soon. I called the toll free number and I was on hold 3 times with no one picking the phone. So obviously it’s a general issue.
It appears to be a widespread problem, although I can log into my account.
I was told I was purged out the system. They returned my points and reactivated me only to do it again a month later. I stopped stay at IHG properties
IHG is so infamous for locking users accounts with no reasons at all (and very coincidentally those with high points balance and/or with numerous free night certs) throughout the years!!!
I have mine locked back to 2016. Got zero response after numerous emails and calls, and eventually after I posted my case on both twitter and facebook, got a cold toned fussy reply claimed that their decision to lock my account was final and concluded (still no reasons). But kept emphasising I still welcomed to stay in their hotels… Really WTF?!
Few weeks later I learnt from a mainland forum that many mainlanders facing that same situation, and they successfully unlocked their accounts (again silently and with no reasons) after seek help from local authority (claimed its fraud by IHG). So I just followed and my account was unlocked after a week. I immediately redeemed/transferred all remaining points and did not touch this scam programme since then!
To conclude : IHG is hopeless!
Why someone would accumulate that many miles or points is completely incomprehensible for me. Earn and spend regularly, that’s the only way to do it.
I think you mean IHG in the title of the article (not IGH)
That’s actually from the reader’s email. I’ll fix it. Thx.
I just tried logging in after seeing this, and mine is all OK, so maybe a glitch, hang in there, minor delay, I have always found IHG to be pretty good in sorting issues like you are having.
Any updates on this from those affected? Tuesday morning and still locked out of my account from this weekend… wait time to call in is currently 92 mins so I am wondering if there are still glitches… Just wondering I need to find another company to book important stays I have upcoming and to pay off my credit card since it has become useless now.. any info would help.. thanks.
When I lived in the US, I did rent from National a lot, but wasn’t too keen on the service from Enterprise (they required like five forms of IDs).
I tweeted at all of their corporate accounts as I am travelling and my reservations were impacted. Finally got my account reinstated. Good luck.
I’m still locked out. Message on phone says nobody is available to take my call and 112 in the online char queue!
Thanks for the confirmations… I will continue to wait it out for a few more days… I had a bad experience with Manila a few weeks back so I will do anything to avoid calling them unless I have to…
i had the same problem 😳. Wtf ihg ??????
Everything ok now
**Update** Account is unlocked after 4 days. No word from IHG at all and never was able to get a hold of anyone there. Hopefully everyone elses accounts are opening back up.
Another “account is disabled” victim here. Spire w/ 450k points gone and no explanation or correspondence even though their program T&C’s even say they must provide notice to the contact info provided by the customer. Read the entire terms and conditions and can’t find anything I did to get shut down either. Been trying to call in to their rewards line for the last two days and have spent many hours on hold or have been told they would call back in 90-120 minutes and never received call backs.