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  • FIRST POST
    • gmarie
    • By gmarie 26th Jul 18, 9:33 AM
    • 20Posts
    • 49Thanks
    gmarie
    ASOS account vanished but I paid for unlimited delivery
    • #1
    • 26th Jul 18, 9:33 AM
    ASOS account vanished but I paid for unlimited delivery 26th Jul 18 at 9:33 AM
    Hi everyone, I'm getting frustrated with ASOS and need to know what I can do to progress the situation.

    I've had an ASOS account for 8+ years now, made hundreds of orders, spent thousands of pounds, and for the last few years I've always paid £9.95 for a year's worth of unlimited next day delivery.

    I went to place an order the other week and couldn't sign in, contacted ASOS, and they gave me solutions such as try different browsers, clear cookies etc, nothing worked. Password reset emails wouldn't come through either, so then I tried 'log in with Facebook' as the email addresses for both websites are the same and it worked, but it looks like it's actually set me up a brand new account, none of my details are in there and there's no information about my past orders, points, saved cards, addresses etc, it's literally a brand new account. So, where is my old one?

    I had a £5 reward voucher earned through the A-list points reward points system, that's gone, my 600+ earned points have gone, all the orders I placed had gone, and obviously my Premier Delivery subscription has gone.

    I've contacted ASOS and they've been absolutely useless. I explained these problems and they keep telling me I do have an active account, but they're seeing this new account that's been created and ignoring the fact that I'm telling them that it's not my original account. I sent them my last few order numbers, placed in June & May, so they could corroborate those orders with the account they were placed on, and then they started talking about how they were sorry I had problems with my order, so they're clearly not even reading my messages, they're just reeling off generic resolutions.

    I asked for a phone number and was told if I gave them mine, someone would ring, but it's been two weeks and I've heard nothing. I've been in contact with them on Facebook and sent screenshots of previous orders which show I had free next day delivery, screenshots of my points balance emails, my voucher emails etc and they keep saying they can't help and they've forwarded it on to their technical team who will be in touch.

    So, still no progress! I don't have any information on when I bought that subscription, I think it might have been august time, but I don't have the email confirming the subscription and I don't have the transaction because I can't remember which method was used to pay for it. I used to keep track of it entirely within my ASOS account. The only proof I seem to have is the order confirmation emails which show I regularly had free next day delivery, which is normally charged at £5.95.

    I'm annoyed at the loss of voucher and points, but I can live without that, I just want to know the status of my Premier Delivery. I've paid for it but can't use it now. Where do I go from here?
Page 1
    • agrinnall
    • By agrinnall 26th Jul 18, 12:42 PM
    • 22,820 Posts
    • 18,841 Thanks
    agrinnall
    • #2
    • 26th Jul 18, 12:42 PM
    • #2
    • 26th Jul 18, 12:42 PM
    Have you tried them on Twitter? Sometimes the immediacy of it can spur retailers into action.
    • Fosterdog
    • By Fosterdog 26th Jul 18, 2:23 PM
    • 4,316 Posts
    • 7,514 Thanks
    Fosterdog
    • #3
    • 26th Jul 18, 2:23 PM
    • #3
    • 26th Jul 18, 2:23 PM
    Are you certain that you are using the correct email address to log in? Have you ever had a different one? If so it's worth trying them just to check. Also if you use a google email address try logging in under both variations gmail.com and googlemail.com they both go to the same inbox but third parties treat them as different email addresses (which they technically are)
    • stragglebod
    • By stragglebod 26th Jul 18, 5:32 PM
    • 819 Posts
    • 740 Thanks
    stragglebod
    • #4
    • 26th Jul 18, 5:32 PM
    • #4
    • 26th Jul 18, 5:32 PM
    If you didn't login with Facebook before, then logging in with Facebook now will actually involve creating a new account.


    You need to remove Asos from your Facebook account and figure out your original login details.
    • Mrs_Egg
    • By Mrs_Egg 27th Jul 18, 11:33 AM
    • 247 Posts
    • 2,568 Thanks
    Mrs_Egg
    • #5
    • 27th Jul 18, 11:33 AM
    • #5
    • 27th Jul 18, 11:33 AM
    Have you checked your junk folder for the reset password emails?
    Comping twitter @mrsegg1
    • gmarie
    • By gmarie 31st Jul 18, 5:47 PM
    • 20 Posts
    • 49 Thanks
    gmarie
    • #6
    • 31st Jul 18, 5:47 PM
    • #6
    • 31st Jul 18, 5:47 PM
    It was 100% the right details, I saved them to my browser so never have to type them, and they hadn't been changed since I created my account years ago!

    I did finally get an update from ASOS - my account was hacked, my details changed & a fraudulent order placed so they shut my account down for my security. Apparently. They never sent me any information explaining this, it was only after I badgered them with messages that they finally looked into it and told me this information. That itself is pretty bad, not telling a customer their account had been compromised.

    They said I can make a new account and they'll transfer my subscription and points over. I've had a look in all my accounts and can't find no fraudulent orders, so I'm trying to work out what exactly has happened. ASOS didn't tell me anything other than that.
    • Labsuper
    • By Labsuper 31st Jul 18, 6:02 PM
    • 148 Posts
    • 229 Thanks
    Labsuper
    • #7
    • 31st Jul 18, 6:02 PM
    • #7
    • 31st Jul 18, 6:02 PM
    They'll be reluctant to disclose very much as the the hacker might get the info.
    • takman
    • By takman 31st Jul 18, 10:45 PM
    • 3,785 Posts
    • 3,470 Thanks
    takman
    • #8
    • 31st Jul 18, 10:45 PM
    • #8
    • 31st Jul 18, 10:45 PM
    It was 100% the right details, I saved them to my browser so never have to type them, and they hadn't been changed since I created my account years ago!

    I did finally get an update from ASOS - my account was hacked, my details changed & a fraudulent order placed so they shut my account down for my security. Apparently. They never sent me any information explaining this, it was only after I badgered them with messages that they finally looked into it and told me this information. That itself is pretty bad, not telling a customer their account had been compromised.

    They said I can make a new account and they'll transfer my subscription and points over. I've had a look in all my accounts and can't find no fraudulent orders, so I'm trying to work out what exactly has happened. ASOS didn't tell me anything other than that.
    Originally posted by gmarie
    It's very unlikely your account was actually "hacked" because this would mean their is a security flaw in ASOS sytemts and the hackers would target as many accounts as they can and it would be in the news.

    What probably happened is you have somehow given out your password (maybe in a phishing attempt).
    So if you use the same password elsewhere (which is always a bad idea anyway) then make sure you change it on all your accounts on other websites so they don't also gain access to them.
    • Jo197
    • By Jo197 11th Jan 19, 2:12 AM
    • 1 Posts
    • 1 Thanks
    Jo197
    • #9
    • 11th Jan 19, 2:12 AM
    • #9
    • 11th Jan 19, 2:12 AM
    omg I just created an account to reply to you and say this exact same thing happened to me!

    I tried logging in and it said my password was incorrect when I have been with ASOS for years now, I contacted them and was told that my account canít be found, I kept getting automated responses from customer services and I even sent proof of some of my purchases and my old account. The most annoying thing of all is the fact that I had premier delivery too and I donít know what to do to get it back!
    • Moneyineptitude
    • By Moneyineptitude 11th Jan 19, 8:59 AM
    • 24,749 Posts
    • 14,285 Thanks
    Moneyineptitude
    omg I just created an account to reply to you
    Originally posted by Jo197
    This thread was created in July 2018, so I think your response will fall on deaf ears as far as the original poster is concerned.
    • DoaM
    • By DoaM 11th Jan 19, 11:37 AM
    • 7,922 Posts
    • 7,748 Thanks
    DoaM
    Last activity 5th Jan 2019 though (for the OP), so OP might see it, especially if Jo197 sends them a PM.
    Diary of a madman
    Walk the line again today
    Entries of confusion
    Dear diary, I'm here to stay
    • Sassymum
    • By Sassymum 14th Jun 19, 9:31 PM
    • 2 Posts
    • 2 Thanks
    Sassymum
    ASOS account disappearance
    This has just happened to me.
    ASOS have been completely unhelpful this evening.
    I am curious about the point made earlier in this stream that it isn't really hacking as such. I have emails form ASOS for orders I have made and received and yet ASOS say that the email address I have given is the wrong one. How can that be if I have the email from them?
    Very frustrating not to be able to get to the bottom of it.
    • Fosterdog
    • By Fosterdog 15th Jun 19, 6:19 AM
    • 4,316 Posts
    • 7,514 Thanks
    Fosterdog
    This has just happened to me.
    ASOS have been completely unhelpful this evening.
    I am curious about the point made earlier in this stream that it isn't really hacking as such. I have emails form ASOS for orders I have made and received and yet ASOS say that the email address I have given is the wrong one. How can that be if I have the email from them?
    Very frustrating not to be able to get to the bottom of it.
    Originally posted by Sassymum
    What is more likely is that your emails have been "hacked" by you either having a keylogger virus on your device, you falling for a phishing scam, or using the same password for multiple sites. Once the "hacker" can access your emails they can then access pretty much any account you have, even going as far as resetting the passwords to log in. Once in these other accounts they can then change your email address to one of their own to allow them to use your account benefits by pretending to be you with a new email address.

    The emails you have from them will be from your previous orders which did have your email address as correct, if that email address has since been changed on their system they will no longer be able to see your account linked to your actual email address.

    The reason it's not really hacking is because hacking is something different but to non tech savvy people who don't know the definitions of different types of security breaches it easier to describe it as "hacking" rather than getting overly technical. The most likely cause is a phishing email or keylogger but many people don't know what they are so it's easier to just call it hacking as it's a term people are more familiar with and they get the jest of it being a third party breaching security somehow.
    • DCFC79
    • By DCFC79 15th Jun 19, 7:23 AM
    • 35,059 Posts
    • 22,159 Thanks
    DCFC79
    This has just happened to me.
    ASOS have been completely unhelpful this evening.
    I am curious about the point made earlier in this stream that it isn't really hacking as such. I have emails form ASOS for orders I have made and received and yet ASOS say that the email address I have given is the wrong one. How can that be if I have the email from them?
    Very frustrating not to be able to get to the bottom of it.
    Originally posted by Sassymum
    Check your pc for viruses for a start.

    Change email passwords.

    See if you can get Asos to reset the account, maybe if you provide them with various details.

    Im hoping you have asked Asos to do the above ?
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