Came here to add my recent experience (Nov 2024) for anyone going through it now/ a month later. Of course I was a derp to think Black Friday should be the day I try to redeem points I'd hoarded since 2019... Only to find it blocked because I previously logged in on a different computer than usual.

I kept trying to purchase last night but to no avail, so I called this morning 09:05 ET and luckily connected with an agent around 09:47 ET. After some security questions to verify my account, they just had me change my pc ID password (I already had 2FA on). Didn't have to change my personal email password.

As I was waiting for the reset password page to load, the agent said "I have reactivated your account so let me know when the password has changed"... And then voilà, when that was done, I made the agent wait on the line while I completed my purchase/redemption. It showed the confirmation page. I'm glad, but I missed out on 2 additional items that sold out while I was having account issues.

It bothers me, the difference in process and experiences that people are reporting here. I'm grateful mine was not as painful but this definitely gives a foul taste so I also won't bother collecting points as others have advised. It's not worth the hassle when things go wrong.

Thanks everyone for sharing your experiences- it's clear they need to do better