Account locked online - any ideas?

[chrispy3276]

Hey crew,

Just wondering if anyone has had issues with their FF account and not being able to access it online? Gives me a message saying that my account "can't be used for online access". I was able to log in this morning, and then was blocked this afternoon. Gave them a call earlier today as suggested. They advised my account was "locked" and would escalate, but no response so far, and the FF centre has now just closed until Monday. Can't log in to the Marketplace or Shopping portal either now (but still seem to be able to access everything in the app).

Just wondering if this has happened to anyone else and if there's anything I can do or hang tight?

Cheers!

 

[broccoli]

I've had the same problem since Friday. I called and was told to reset my PIN. I tried to do so and received the same "can't be used for online access" error.

I don't have any reason to believe my account had been compromised, nor have I done anything naughty.

 

[encryptededdy]

I know there's been some QFF impersonation SMSes going around recently, perhaps this is to do with that? Maybe they're being extra vigilant with accounts who have unusual activity.


Or maybe it's just normal broken Qantas IT

 

[whughes3]

Or maybe it's just normal broken Qantas IT

That's the trouble...it is often hard to tell the difference!

 

[chrispy3276]

Update: Got a call back this afternoon, they are definitely clamping down security wise. Made me change my pin, compulsory set-up of 2FA on my QF account, gave me a new set of security questions to immediately answer for my profile, and made sure my e-mail also had 2FA before they reset. Almost seemed excessive, but I guess better to be safe...

They also asked if I had received any text messages like the one in this thread, so they're aware of it and potentially locking down accounts that might have gotten one.

 

[broccoli]

I went through the same process after conjuring up the enthusiasm to call again. Reset my PIN, changed all my security questions and set up 2FA in an authenticator app (which I didn't know Qantas supported).

I'm not sure what triggered the lockout. I didn't ask.

 

[engbren]

I got the lockout today - am due to fly soon for a work trip. First one with Qantas for some time and went to login to check the corporate travel agent had included my frequent flyer number .. Called the contact centre and they couldn't access my account either and had to escalate the issue.

 

[auriga]

Same thing. Unable to log into the account. Got the following.
Your account cannot be used for online access
Call the Frequent Flyer Service Centre to speak to one of our consultants

Anyway, called this morning. The call centre informed that they will need to wait for some other department. Said they will call me later today.

 

[Cossie]

Same here on my ipad this morning, although the application is working ok.

Well, the application was working ok, now it is locked as well.

 

[johnhwood]

I had the same last week. I called the service desk, they said it had something to do with phishing attack and my account was identified.

Took a few days to get unlocked, but called again, and it working now.

 

[Damian W]

This just happened to me today - very frustrating. I guess I'll need to find my enthusiasm to call Qantas...

 

[auriga]

Same thing. Unable to log into the account. Got the following.
Your account cannot be used for online access
Call the Frequent Flyer Service Centre to speak to one of our consultants

Anyway, called this morning. The call centre informed that they will need to wait for some other department. Said they will call me later today.

update
they called back late afternoon (? 8 hours)
had to change the PIN
then had to update the security questions
also to set up the authenticator, but OK to do this later on my own.
there was also something mentioned about 2FA email, but I didn't quite get it

 

[RichardMEL]

also to set up the authenticator, but OK to do this later on my own.
there was also something mentioned about 2FA email, but I didn't quite get it

These are basically the same thing. 2FA (or 2 factor authentication, more commonly called MFA now for Multi-) means to have a 2nd, and separate, method to prove it's you apart from a PIN or password. An app like google authenticator will do that, or SMS codes, or an email.

So anyway doing the authenticator app is fine. I find it the best, specially when overseas.

 

[Cossie]

All, done, call back from Qantas, pin and questions changed.

 

[Damian W]

Still waiting for a callback...

 

[Bolt]

It seems there's been an uptick in this lately. What do you need to provide QANTAS in order to unlock your account?

 

[Cossie]

It seems there's been an uptick in this lately. What do you need to provide QANTAS in order to unlock your account?

Call them, they will say they need to escalate and call you back. When they do, go to logon page, enter details, but click “forgot pin”, a message will be sent to your email, follow links to change password, then change security questions in you profile.

 

[benjy]

Locked account as well. Was happened for a couple days, wanted to wait it out to see if it rectified itself out. It didn't so I called today. Consultant asked if I shopped at Marketplace recently, I hadn't. She said she sent off an email to another department and she'll call me back later with an update.

Based on previous responses, I suspect my call back will be late this afternoon or Monday. Interestingly, no points have been deducted from my account and I've not noticed any suspicious transactions, the only thing different with my account is that I got a new phone a few weeks ago.

 

[Damian W]

Update: I didn't receive a call-back, so I called 13 11 31 this morning with zero wait time, they unlocked my account, and asked me to reset my PIN and security questions. Sounds like the system has gotten a little too trigger happy with locking "suspected compromised accounts" lately, as the phone agent mentioned he's gone through this same thing with several other customers already today.

 

[Bolt]

Can I clarify one thing about the unlocking process? Does that mean that you need to be able to receive calls on your Australian number at that time, or do you just need to call QANTAS? Some of us don't take calls overseas. Of course, a VOIP app like Skype can be used to make a call to Australia if you can find good internet somewhere.