IHG did some extensive maintenance this past weekend, and some IHG Rewards members have not been able to sign into their accounts ever since.
I first thought that this was likely a data processing issue. Companies usually do database and other IT cleaning in the early morning hours on Sundays, and these issues are typically resolved by the afternoon.
You can access IHG Reward here.
READ MORE: IHG Rewards Rate & Bonus Points Offers
There is something else in play this time, however. Many readers have commented on the previous piece we published and contacted us regarding not being able to access their accounts. We have also now received a statement from IHG.
Here’s what we covered on Sunday:
Here are some of the messages we have received from the readers:
I am not sure if any of your readers were able to successfully get there IHG rewards account to log back in. I am having a heck of a time to even get a hold of some one at customer care. Not sure if you have any suggestions. Very frustrated at the moment with them thats for sure.
Please have you any more news from IHG regarding signing in to your account on IHG?
After 3 days I cannot gain access to my account and in spite of phone calls and emails, nothing has changed .
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.
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.
Here’s what IHG had required from one reader:
IHG have now requested every possible detail on my account & are saying that certain accounts now require to be verified?
I had to supply email address. Last stay details. Account # & full name & address, plus both home / business phone number. I’ll use my points quickly now & switch over completely to Hilton. I dm’d them my account number & the request for all my details came after. Seriously not what I was expecting.
And IHG Customer Service has Tweeted:
We have been in touch with IHG corporate that sent us the following statement:
We take the security of IHG Rewards members’ accounts and data seriously and have a robust security process in place.
We are aware of activity that may have impacted a relatively small number of accounts recently. Out of the abundance of caution, we temporarily froze these accounts to protect guests’ information.
Affected guests still have full access to their Rewards points and existing reservations. Guests should contact IHG directly if they experience any issues accessing their online accounts.
It would be interesting to know what exactly took place here.
The reply from IHG implies that there might have been some leak, and they decided to secure member accounts that were possibly compromised.
The hurdles, however, that affected members appear to need to go through to secure their accounts are burdensome. I’ll hope that readers can resolve the issue with the help of customer service.