Velocity Accounts Suspended & Reinstated: What Happened?

An unusually large number of AFF members received emails from Velocity Frequent Flyer last Tuesday – around the same time – advising that their Velocity accounts had been suspended due to suspicious activity.

Seven unrelated AFF members all reported receiving emails advising that their Velocity profiles had been updated within less than 24 hours of each other, even though they had not made any changes. And that’s just the number of people who posted on our forum. Unless this was a huge coincidence, the total number of Velocity members who received similar emails last week is probably much higher.

“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,” the unexpected emails from Velocity Frequent Flyer said.

Most of these members then attempted to log into their Velocity accounts or call Velocity Frequent Flyer, and were advised that their accounts were “inactive, suspended or closed”.

One AFF member wrote:

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.
– turnipapple

Another person wrote:

I got an email 5hrs ago that my account profile has been updated. 
I haven’t transferred any points. Updated any details. Not even traveled in the last few weeks.

– I went to login as I didn’t make any changes.
– It lets me login but when I try to click My Velocity or My Benefits, it briefly shows me account information (point balance 170k, gold status) but then loads the Inactive/Suspended/Closed Account warning and only gives me the option to logout.
– My phone app is still logged in though 

I called 13 18 75 and explained the above. 

They put me on hold and reviewed my account and told me yes, my account has been suspended due to suspicious activity. And that someone from Velocity will contact me in 30 business days. Tbh that SLA shocks me.
– sempronius

Many of the affected Velocity members then received a second, similar email a little while later.

Since then, some accounts have been unlocked following an investigation. One AFF member posted today, just over a week since the initial suspension:

Tried to login to my velocity just to see – and now my account is not suspended and I can access My Velocity and other details.
No email from velocity explaining this change.
Assume they had a technical issue last week and just haven’t let anyone know.
– sempronius

What’s going on?

In the past, Velocity Frequent Flyer has temporarily locked members’ accounts for the user’s own security after detecting suspicious activity. The loyalty program has also been known to suspend accounts, pending investigation, if they suspect a member has breached the terms & conditions.

Given the large number of unrelated accounts that were all locked on the same day last week, some have speculated that there may have been a security incident or that Velocity made a change on its end that triggered the suspension of multiple accounts.

In December 2022, a glitch on Velocity’s end inadvertently cancelled a large number of family pooling plans on the same day.

Australian Frequent Flyer reached out to Velocity Frequent Flyer to find out what happened in this case. They didn’t say whether there was a systematic issue causing the latest round of temporary account suspensions, but acknowledged that Velocity takes measures to safeguard its members’ accounts by monitoring for unusual activity.

If Velocity detects unusual activity on a member’s account, it will suspend the account. This gives them time to investigate, and also protects the member in the event that someone has gained unauthorised access to their account.

Velocity Frequent Flyer is aware that some members are experiencing a delayed notification when their account has been suspended. The Velocity Frequent Flyer team are in the process of individually contacting affected members with more information and to advise if they need to do anything.

Matt Graham

The editor of Australian Frequent Flyer, Matt's passion for travel has taken him to over 90 countries… with the help of frequent flyer points, of course!
Matt's favourite destinations (so far) are Germany, Brazil & Kazakhstan. His interests include aviation, economics & foreign languages, and he has a soft spot for good food and red wine.

You can connect with Matt by posting on the Australian Frequent Flyer community forum and tagging @AFF Editor.