Velocity account suspended

[turnipapple]

I received an email last night with "Your account profile has been updated" and now after signing in, I get "INACTIVE, SUSPENDED OR CLOSED ACCOUNT
The Velocity Membership number you have entered is associated with an inactive, suspended or close account. Please check that you have entered the correct membership details or contact the Membership Contact Centre for assistance. "

Called them and they said the internal control systems have been alerted to an unusual activity and is pending an investigation.
They said it will take 30 business days to get back to me.

Not sure why my account was suspended. I've never done a transfer. Took screenshots of all my activity and it's mostly just flybuys transfers and one flight.

 

[Scr77]

Perhaps someone tried to hack into your account? Many points at risk?

 

[turnipapple]

Perhaps someone tried to hack into your account? Many points at risk?

Could be. I have 20k points though

 

[knagelli]

they said the internal control systems have been alerted to an unusual activity

I am sure you might have tried to understand the unusual activity flagged by the systems but did you push them to share if that was directly related to the points transfer/transaction. If it was something else it is their responsibility to alert you so you can avoid any other attempts to hack your accounts. Hope everything clears out with happy ending. All the best.

 

[turnipapple]

I am sure you might have tried to understand the unusual activity flagged by the systems but did you push them to share if that was directly related to the points transfer/transaction. If it was something else it is their responsibility to alert you so you can avoid any other attempts to hack your accounts. Hope everything clears out with happy ending. All the best.

No I didn’t push them as they said they can’t tell me anything. Thank you.

 

[Mr H]

I received an email last night with "Your account profile has been updated" and now after signing in, I get "INACTIVE, SUSPENDED OR CLOSED ACCOUNT
The Velocity Membership number you have entered is associated with an inactive, suspended or close account. Please check that you have entered the correct membership details or contact the Membership Contact Centre for assistance. "

Called them and they said the internal control systems have been alerted to an unusual activity and is pending an investigation.
They said it will take 30 business days to get back to me.

Not sure why my account was suspended. I've never done a transfer. Took screenshots of all my activity and it's mostly just flybuys transfers and one flight.

Oh dear.

I feel your pain. My QR account has been suspended since early last year and I have been told there is no prospect of it being un-suspended. Given that the account links to my name, this means I can't open another one and I am effectively barred from QR frequent flyer for life. I hope your situation resolves itself more easily.

 

[knagelli]

Oh dear.

I feel your pain. My QR account has been suspended since early last year and I have been told there is no prospect of it being un-suspended. Given that the account links to my name, this means I can't open another one and I am effectively barred from QR frequent flyer for life. I hope your situation resolves itself more easily.

Can I please ask if you happen to know which particular transaction/activity triggered the suspension ?

 

[Mr H]

Can I please ask if you happen to know which particular transaction/activity triggered the suspension ?

It was a brand new account. I tried to link it to my BA account in order to be able to transfer Avios - there was a 1,000 bonus Avios offer for doing so. There was initially a difficulty because BA only had first name and last name whereas QR had full name. I got my BA name changed and have never been able to access the QR one since. It is annoying as it means I can't get Wifi on QR flights and was unable to get a large number of Avios from Citi Prestige.

 

[im.daniel]

I received an email last night with "Your account profile has been updated" and now after signing in, I get "INACTIVE, SUSPENDED OR CLOSED ACCOUNT
The Velocity Membership number you have entered is associated with an inactive, suspended or close account. Please check that you have entered the correct membership details or contact the Membership Contact Centre for assistance. "

Called them and they said the internal control systems have been alerted to an unusual activity and is pending an investigation.
They said it will take 30 business days to get back to me.

Not sure why my account was suspended. I've never done a transfer. Took screenshots of all my activity and it's mostly just flybuys transfers and one flight.

Same thing happened to me last night. My account has ++ activity from flying, but also inter-family transfers between father, mother, aunt and wife.

Father, Mother and Wife account all OK - (Gold, gold, silver)
Aunt + My account suspended (Red, Plat)

Most recent transaction was transfer from aunt to me (7.5k miles)

I'm not particularly stressed atm, as I know I haven't broken any T&Cs, but whether Velocity will see that?

It also looks like Velocity did a similar thing back in 2019 - based on a previous thread on this forum and it appears that no one got there suspended, at most, a warning.

 

[Jack_OC]

Same thing happened to me last night. My account has ++ activity from flying, but also inter-family transfers between father, mother, aunt and wife.

Father, Mother and Wife account all OK - (Gold, gold, silver)
Aunt + My account suspended (Red, Plat)

Most recent transaction was transfer from aunt to me (7.5k miles)

I'm not particularly stressed atm, as I know I haven't broken any T&Cs, but whether Velocity will see that?

It also looks like Velocity did a similar thing back in 2019 - based on a previous thread on this forum and it appears that no one got there suspended, at most, a warning.

You may already know this, but family transfers are only allowed between family members who live at the same address. If your aunt lives at the same address then you should be fine, but I suspect that's what they are investigating.

 

[SydneySwan]

One of my sons has the same email. Since transferring some points to his own SIA last September he has 4 small credits of points from a credit card - all up about 1800 points. One future cash booking one way Mel - Syd in April.

 

[AIRwin]

You may already know this, but family transfers are only allowed between family members who live at the same address.

I thought the same address requirement is only for family pooling?

 

[im.daniel]

Jack OC is correct - they have to be at the same address for points transfer as well. In my case, yes.

 

[Jack_OC]

I thought the same address requirement is only for family pooling?

Clause 5.3 (Points transfers to Family Members) of the T&Cs states "You can transfer Points from your Velocity account to the Velocity account of any of your Family Members, subject to these rules". The term "Family Members" links to the definition provided in 5.1 (Family Pooling), which is "A Family Member is someone you can demonstrate lives at the same residential address as you and is related to you in any of the following ways ...".

 

[mhen]

Family member got the email last night.

"We are happy to confirm that your Velocity account profile has been updated. If you did not request this change, then please let us know immediately by calling 13 18 75.
Yours sincerely,
Velocity Frequent Flyer"

Tried to check account but got
INACTIVE, SUSPENDED OR CLOSED ACCOUNT.

Service centre was closed, will ring today.

Are they saying they are happy they have suspended account! If so appalling PR.

How do you check transactions when my velocity is blocked with INACTIVE, SUSPENDED OR CLOSED ACCOUNT.

No family transfers or pooling ever.

 

[turnipapple]

Family member got the email last night.

"We are happy to confirm that your Velocity account profile has been updated. If you did not request this change, then please let us know immediately by calling 13 18 75.
Yours sincerely,
Velocity Frequent Flyer"

Tried to check account but got
INACTIVE, SUSPENDED OR CLOSED ACCOUNT.

Service centre was closed, will ring today.

Are they saying they are happy they have suspended account! If so appalling PR.

How do you check transactions when my velocity is blocked with INACTIVE, SUSPENDED OR CLOSED ACCOUNT.

No family transfers or pooling ever.

Somehow I was still logged in on the app so could see my transactions. Have since been signed out and can’t get back in.

 

[SeaWolf]

Family member got the email last night.

"We are happy to confirm that your Velocity account profile has been updated. If you did not request this change, then please let us know immediately by calling 13 18 75.
Yours sincerely,
Velocity Frequent Flyer"

Tried to check account but got
INACTIVE, SUSPENDED OR CLOSED ACCOUNT.

Service centre was closed, will ring today.

Are they saying they are happy they have suspended account! If so appalling PR.

How do you check transactions when my velocity is blocked with INACTIVE, SUSPENDED OR CLOSED ACCOUNT.

No family transfers or pooling ever.

It sounds like someone has successfully logged into their account, changed some detail (address, email, phone, password) that has then caused the standard email to be sent out that gets sent to alert you to account changes. That change has resulted in some suspicion and has caused the account to be suspended.
They may have become the victim of credential stuffing, if they're using the same password everywhere.

 

[mhen]

It sounds like someone has successfully logged into their account, changed some detail (address, email, phone, password) that has then caused the standard email to be sent out that gets sent to alert you to account changes. That change has resulted in some suspicion and has caused the account to be suspended.
They may have become the victim of credential stuffing, if they're using the same password everywhere.

I thought that but have checked and it's a unique password. I can log in (so password hasn't been changed) and go to other pages like help etc and initials, points and status credits show in bar across top. It's only when going to my velocity that I get blocked.
Tried phoning but automated message said demand was high and to call back later.

 

[SydneySwan]

It sounds like someone has successfully logged into their account, changed some detail (address, email, phone, password) that has then caused the standard email to be sent out that gets sent to alert you to account changes. That change has resulted in some suspicion and has caused the account to be suspended.
They may have become the victim of credential stuffing, if they're using the same password everywhere.

With respect that is just speculation. Let us wait until someone has some information from Velocity. My son's email arrived at 23.12 NSW time. If other emails arrived at a similar time it would point to something triggering at the VA end. My son's password is a strong password and not used elsewhere.

 

[get me outta here]

Jack OC is correct - they have to be at the same address for points transfer as well. In my case, yes.

There’s quite a lot of people living in that one house.