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My friend contacted me with a peculiar issue and he’s getting nowhere with Hilton CS.
He’s able to login on the App, on any device, but any login on the website, on any device, fails with the error: “Something went wrong, and your request wasn’t submitted. Please try again later.”
Looking at this together, we have tried Opera, Edge, Firefox, Safari and Chrome. We’ve tried lobby PC’s in a hotel, devices in different locations, on VPNs or off. It’s the same error. Using my account, I’m straight in on every platform and device without issue.
There’s absolutely no issue with logging in via the App, including installing it on new devices, like an iPad and old phones. He’s straight in. Stays can be booked and points redeemed.
Hilton are saying delete the cookies (LOL), change the password- we did, no effect. The account is in good standing and they see no issue. A case was opened and closed, Twitter support is useless.
It’s definitely related to his account and definitely on their end. We tried entering his HH and a wrong password, it doesn’t say ‘wrong password, you’d be locked out in 3’ like when we try it with my account, it gives the ‘something went wrong’ error. It’s not even submitting the login.
My thought is, as he uses a VPN for work (he’s on the road a lot) it may have flagged his account for his own security, and the App is perhaps always “trusted” by their IT which is why it works. Not being able to use the website is really detrimental.
This has cropped up on Reddit https://www.reddit.com/r/Hilton/comments/yyto4l/hilton_honors_sign_in_not_working/ so I’m wondering if anyone else had the issue, and were able to resolve?
How about using the forgot password link https://www.hilton.com/en/hilton-honors/login/forgot-information/ and get it reset. Sometimes overrides security lockouts. This sounds similar to the Nectar situation that affected a lot of people a year or more ago and took them 6 months to fix
Good suggestion but we tried that twice. It didn’t work. It logged out the account from the App and forced a new sign-in with the new password but the website had the same issue.
Given everything that has been tried, it is clearly an account issue and there are only 3 ways to move forward.
1) Just use the app in future.
2) If he has no hilton status, just open a new account and transfer the points to it.
3) If he has status, convince hilton that the account is faulty and see if they will open a new acount and transfer the status etc from the old one to the new one and then kill the old one.
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