NO MOVING LETTERS TO LOG INTO REWARDS SITE

[JoLo49]

I was trying access the rewards site and was sent to the the AARP log in page.  After inputting my email and password, I couldn't complete the log in because there are no moving letters to input to complete the log in process.  Another AARP site glitch to fix.

[TXJames007]

I had the same problem setting up my account yesterday (30 Jul) - during the "confirm your email" process. Eventually the "moving letters" appeared during a random attempt. But I changed nothing to make that happen. It just decided to work on its own.

Now the same thing is happening while trying to setup the account for my spouse - during that same "confirm your email" process. It did not work yesterday with multiple attempts; and is still not working today. Again the "moving letters" are just not shown. (Plus ... there isn't even an error message to explain WHY the submission to create an account was ignored. That is the very opposite of user friendly.)

I just have tried 3 separate browsers on a PC (Firefox, Edge, Chrome). And I tried with incognito/private windows in those same browsers. All attempts failed. Then I tried on an iPhone using Safari. Another fail. Every one of those browsers is the latest version. And no, I am NOT going to delete all my cookies and mess up all my other online activity. Plus I don't see how that will help in the slightest, as I have the same problem in every browser. And for my own account it eventually "just worked" on its own - without me taking any action.

This is a TERRIBLE security feature. Woefully incompatible. Please switch to something else!

[TXJames007]

Update. Just after I posted the message above I went back to try the process again, using the Edge browser. I figured I would just sit on the page and refresh until the "moving letters" appeared. To my astonishment they appeared on the first try - without even having to refresh. So I was finally able to setup the account for my spouse. Hooray.

But note this shows the problem with these "moving letters" has NOTHING to do with cookies. It is just a junk software add-in used in place of Captura. Probably done to save a dollar. I'm all for lowering AARP's software license costs. But not when the replacement does not work at lot of the time.

[AARPConsumerCare]

@JoLo49 Thank you for letting us know about the moving letters not showing. I'm sorry for any frustration this has caused. Have you had an opportunity to clear your browser's cookies to get back on track? Steps to do that can be found here: https://aarp.info/2I3wo4C Please keep in mind that the AARP Rewards site is currently experiencing intermittent technical issues so you may not be able to access parts of the website. We apologize for the inconvenience and thank you for your patience as we work on a resolution.  - Janelle M.

[JoLo49]

Hi Janelle,

After waiting a few hours, the missing letters finally appeared, and I was able to complete the log in.

[PamelaK71764]

This is an issue for me frequently. Today is worse, as it has not give me the letters for about 8 hours. Very frustrating situation. I don't want to delete my cookies, as this rarely solves an issue and leaves me with a lot of pain on other sites - I would prefer to not log into AARP for a while.

[RichardB815971]

I had the same problem last week.  I think it was systemic, not the fault of any individual.

[AARPConsumerCare]

I'm sorry you're having trouble with the moving letters, PamelaK71764. If you don't wish to clear your cookies and cache you can try opening the website in an incognito/private window and try logging in through that window. You can also click the speaker icon on the security check to hear the letters that need to be entered. Let me know if that helps! - Brandon C.

[kenike]

Ha, FYI, the speaker icon doesn't work for the majority of time that the letters don't show up. It shouldn't take an hour+  and/or 50+ attempts to log in. FIX IT, PLEASE!!!!!

[AARPConsumerCare]

Thank you for letting us know, @kenike. The moving letters or the speaker (captcha) may not work due to different reasons: internet connection, outdated browser, active VPN, cache and cookies. You can try refreshing the page, check if your browser is updated and clear your cookies and cache. Here are the steps if needed: https://aarp.info/2I3wo4C - Diana G.

[AARPConsumerCare]

@JoLo49 Glad to hear that! We're always here to help.  - Janelle M.