To fix a Marriott Bonvoy password reset that is not working, submit matching account details, check for the reset email, and replace any expired link. Use your member number if your email address identifies multiple accounts. If you already reset the password but cannot sign in, check autofill and complete any verification prompt before requesting another reset.
The short version
- Account details: Match your Bonvoy profile and use your member number if your email identifies multiple accounts.
- Missing email: Check spam or junk, permit Marriott’s email domains, and allow up to 15 minutes for delivery.
- Rejected password: Use 8 to 20 characters with uppercase letters, lowercase letters, and a number.
- Page or app errors: Try the website reset, then troubleshoot the browser or app that fails.
- Blocked access: Contact Bonvoy support for inaccessible contact details, persistent lockouts, or a frozen account.
| Problem | Fix | When to use it |
|---|---|---|
| Reset request fails | Submit matching details on the website or app | Your account has online access |
| Email identifies multiple accounts | Enter your member number | You need to identify one membership |
| Member number is missing | Check an existing session or use the lookup tool | You cannot identify the account |
| Reset email is missing | Check junk and permit Marriott messages | Allow up to 15 minutes for delivery |
| Reset link has expired | Request a fresh link | The email link reports expiration |
| Android opens the wrong app | Clear the default link preference | A saved app association redirects the link |
| New password is rejected | Meet the reset password requirements | The form rejects your choice |
| Online access was never activated | Complete account activation | You already have a membership |
| Reset page fails in Chrome | Try an Incognito window | You need another browser session |
| Stored browser data may interfere | Clear site data in your browser | The reset page will not load or submit |
| Safari blocks sign-in | Turn off Block All Cookies | The setting is enabled |
| A Chrome extension may interfere | Disable extensions and retry individually | The browser still fails |
| App is unresponsive | Close or force-stop it, then reopen | You cannot complete the reset in the app |
| App needs an update | Install the available store update | An update is offered |
| Android app trouble persists | Clear cache, then stored data if necessary | Reopening and updating do not help |
| App still fails | Uninstall and reinstall Bonvoy | Earlier app fixes fail |
| App reports security or proxy errors | Change networks or pause the named filtering feature | You see a security, proxy, or MITM error |
| Autofill supplies the old password | Correct or remove the saved entry | The reset succeeded |
| Existing app session has trouble | Sign out and sign back in | You have the updated credentials |
| Login requires a verification code | Complete email or SMS verification | You can access a registered channel |
| Repeated attempts trigger a lockout | Pause attempts or contact support | Login is temporarily blocked |
| Contact details are inaccessible | Update them in an open session or request recovery | You cannot receive account messages |
| Account is temporarily frozen | Follow Bonvoy support and fraud department instructions | A reset does not restore access |
Submit the reset with matching account details
Open Marriott’s password reset form and complete Email or Member Number, First Name, Last Name, and Country/Region. Provide postal information if requested, then select Submit. Follow the instructions emailed to the address on your account.
Enter details that match your Bonvoy profile. Marriott directs members with multiple accounts to enter their membership number in Email or Member Number. Use the number for the account you want to recover.
If you have an existing signed-in session, select your name on the website, then Profile, and read the number at the top. In the app, open Account, select the profile or bell icon on iOS or the profile icon on Android, and read the number beneath your name.
Without an existing session, use Marriott’s online membership-number lookup tool. Enter the first name, last name, and email matching your profile, remove trailing spaces from the email, then select Submit. If you cannot access that email, contact member support for ownership verification.
To start a reset in the Bonvoy app, open Sign In > Forgot Password?. Enter your name and email or member number, select Submit, then follow the emailed link. If the app cannot complete the request, use the website form.
Find the email or replace an expired link
Check spam or junk for Marriott Bonvoy messages and allow up to 15 minutes for delivery. Permit messages from @marriott.com and @marriott-hotels.com in your email service. Before retrying, confirm that your submitted details match your account.
The reset goes to the email address already associated with your membership. Entering a different address does not change your account’s contact information. If you cannot access the address on file, follow the contact recovery steps below.
If the link has expired, request another reset through Forgot Password and follow the new email’s link. Marriott does not publish an exact reset-link lifetime. Use the expiration message to decide when you need a replacement.
On a Pixel, a saved app association can open the reset link in the wrong app. Open Settings > Apps, use See all apps if necessary, then select Marriott > Open by default > Clear default preferences. Open the link again, select your browser when prompted, and choose Just once. Some of these controls require Android 14 or later.
Create a password the reset form accepts
Choose a password with 8 to 20 characters, including an uppercase letter, a lowercase letter, and a number. Symbols are optional. Exclude your name, membership number, and common sequences.
Follow the form’s validation message if it rejects your choice. Including a number meets both Marriott’s password-help requirements and the reset form’s checklist, which also accepts certain symbols in place of a number.
Activate online access for an existing membership
If your membership has never had online access activated, complete activation before trying another reset. Open Marriott’s account activation page, enter your membership details, and select CONTINUE. Set a password on the following screen and select SUBMIT.
Correct information that does not exactly match your account before retrying. In the app, open Sign In > Need Help Signing In?, follow the activation prompt, enter your details, and select Next Step. Once activation is complete, sign in with those credentials.
Fix a reset page that will not load or submit
In desktop Chrome, open More > New Incognito window and load Marriott’s reset form. This gives you another browser session to try. If the form works there, complete the reset in that window.
To remove Marriott’s stored data in desktop Chrome, open More > Settings > Privacy and security > Third-party cookies > See all site data and permissions. Search for Marriott, select its delete icon, and choose Delete. Reopen the reset page and retry.
In Safari on Mac, open Safari > Settings > Privacy > Manage Website Data. Select Marriott’s entries and choose Remove, then retry the page. Older releases call Settings Preferences.
On iPhone, open Settings > Apps > Safari > Advanced > Website Data, then choose Remove All Website Data > Remove Now. This removes data for websites beyond Marriott. In Advanced, turn off Block All Cookies if enabled, because Apple says blocking cookies can prevent sign-in even with correct credentials.
In desktop Firefox, open Marriott’s site and select the padlock or shield beside the address bar. Choose Clear cookies and site data, then retry the reset page. The icon and capitalization can vary by release.
In Edge, open Settings and more > Settings > Privacy, search, and services > Clear browsing data > Choose what to clear. Set Time range, select Cookies and other site data and Cached images and files, then choose Clear now. Retry Marriott’s reset page.
If Chrome still fails, open More > Extensions > Manage extensions, turn suspect extensions off, and retry. Re-enable them individually to identify a conflict. These browser checks can help isolate a page problem; an expired link still requires a fresh reset request.
Repair an app that cannot complete the reset
Close and reopen the Bonvoy app first. On an iPhone without a Home button, swipe up from the bottom and pause; with a Home button, double-click Home. Find Marriott’s preview, swipe it up, and reopen the app. On a Pixel, open Settings > Apps > See all apps > Marriott > Force stop > OK, then reopen it.
Next, check for an app update. On iPhone or iPad, open App Store, select your photo or My Account, open App Updates, and select Update beside Marriott. On Android, open Google Play Store, select the profile icon, then choose Manage apps & device > Updates available > See details and select Marriott’s Update.
For persistent trouble on a Pixel, open Settings > Apps > See all apps > Marriott > Storage & cache > Clear cache. If necessary, select Clear storage or Clear data, then OK; this erases local app data. Other Android manufacturers may use different labels.
If those steps fail, reinstall the app. On iPhone or iPad, touch and hold Marriott, then select Remove App > Delete App > Delete; removing only its Home Screen icon does not uninstall it. On Android, open Google Play Store, select the profile icon, then Manage apps & devices > Manage, select Marriott, and choose Uninstall.
Open Marriott’s official app download page and choose Download the App to reinstall Bonvoy. For Security Issue, Web Proxy, or MITM errors, switch to another Wi-Fi network or cellular data and retry. Marriott also recommends temporarily disabling interfering Safe Web or Web Proxy features in your VPN or security app for those errors.
Check the new login and verification prompt
On the website, open Sign In or Join, enter your registered email or member number and new password, then select Sign In. In the app, open Account > Sign In, enter the matching credentials, and select Sign In. Check that autofill has not supplied your previous password.
In desktop Chrome, open More > Passwords and autofill > Google Password Manager. Under Passwords, select Marriott, choose Edit, enter the successfully reset password, and select Save. You can also choose Delete to remove a stale entry.
On iOS or iPadOS 18 and later, open Passwords, authenticate with Face ID, Touch ID, or your passcode, and select Marriott to inspect the saved password. To remove an outdated entry, select Edit > Delete. If an existing Bonvoy app session continues having trouble, sign out completely and sign back in with the updated credentials.
If you see a two-step verification prompt, enter the emailed or SMS code promptly. Newly changed contact details may not immediately receive codes. Contact Bonvoy support if neither registered channel is accessible or the delay blocks access.
Pause repeated sign-in attempts if a temporary security lockout prevents access. Marriott says a short wait or customer support assistance may be needed, but does not publish a fixed lockout duration. Be ready to verify account ownership.
Recover inaccessible contact details or a frozen account
If you still have account access, update incorrect contact information in that session. On the website, select your name, then Profile > Personal Info > Edit. In the app, open Account, select the profile icon, open Personal Information, update your details, and select Save. Complete two-step verification if requested.
Without sign-in access, email [email protected] with your membership name, account number, mailing address, and current email and phone information. Marriott sends a secure upload link for identification. Use that link to upload an accepted passport, both sides of a driver’s license, or both sides of a state or resident ID, redact identification numbers, and use PDF, JPG/JPEG, PNG, or GIF format.
For password or account-access help by phone, open Marriott’s customer support directory and select Call Us for your location. The United States and Canada number is +1-800-627-7468. For an app-specific technical failure, email [email protected] with details of the failure.
If your account is marked temporarily frozen, contact Bonvoy customer support and follow Marriott’s fraud department instructions. A password reset does not remove an administrative freeze. Website and app login remain unavailable until the investigation finishes and Marriott removes the freeze.
Frequently Asked Questions
Can you change your Bonvoy password without a reset email?
Yes, if you know your current password and can sign in. On the website, select your name, then Profile > Security > Edit beside Password, enter your current and new passwords, and select Submit. In the app, open Account > Settings > Change Password, enter your current and new credentials, and select Save.
Can Face ID or a fingerprint help you access Bonvoy?
If you previously enabled biometric login, you can accept the app’s biometric prompt to access your account. It does not reset your password or bypass a freeze or inaccessible verification channel. Bonvoy supports fingerprints on Android, but not Android face unlock.
How do you combine duplicate accounts after recovering access?
Sign in to your primary account, open Request to Combine Accounts, and verify its information. Enter the Second Account details and a contact phone number, select your preferred login credentials, check the acknowledgement, and select Submit. Both accounts must belong to you and have matching names. Newly created accounts require a 30-day wait.
Can the old SPG or Ritz-Carlton app reset your password?
No, Marriott deactivated the old SPG and standalone Ritz-Carlton apps, and they have no remaining functionality. Use the current Marriott Bonvoy app or Marriott.com instead.
Can you turn off Bonvoy two-step verification after regaining access?
You cannot opt out if you are a member outside the United States and Canada. On the website, select your name, then Profile > Security and Privacy > Edit > Two-Step Verification, and use Turn On or Turn Off where available. When prompted, select Text Message (SMS) or Email, choose Continue, enter the code, and select Verify.
Can you reduce repeated verification prompts on the same device?
Select Remember this device during a successfully verified login when the option is offered. This remembers the verified device, but does not recover a forgotten password or replace account recovery.