Starlink confirmed that a bug that caused some users to get locked out of their accounts last week was due to its strict fraud detection system.
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Starlink Users Gets Locked Out
The SpaceX-owned internet service provider clarified that a bug caused some legitimate accounts to be falsely flagged as fraudulent last week. Affected users have started to receive emails titled "False Positive Fraud Account Correction." However, not everyone has been able to retrieve their account yet.
The company already issued an apology and requested patience as they worked to fix the issue by the end of the week before filing a report ticket. "Next week, if you are still having an account issue, sign in to your account below to contact Customer Support," the notice stated.
Last week, several Starlink customers received an email stating that their accounts had been reset and "all pending orders and deposits have been refunded." A report also showed that the bug affected new users who have yet to set their dishes.
Starlink's Difficult Customer Service
Aside from getting locked out of their accounts, several Starlink users complained about the challenges of using the customer support system of the internet provider. According to them, the account-recover page did not work at the time and would return a "user not found" message.
Moreover, users were not able to submit support tickets due to the locking-out issue. It was also confusing for many as Starlink did not have a support number and their only solution is to contact through the customer support email address.
Meanwhile, there were also reports of customers losing internet service at the same time as the event. "I'm still locked out," a Reddit user wrote. "Email reset message received a week ago. Service interrupted last Friday."
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