Starlink’s overzealous fraud detection locked users out of their accounts

Enlarge / A Starlink satellite dish in Oriximiná, Brazil on August 9, 2023. (credit: Getty Images | Tarcisio Schnaider)

The Starlink bug that locked some users out of their accounts last week was caused by overzealous fraud detection that falsely flagged legitimate accounts as fraudulent. Affected users yesterday received an email titled “False Positive Fraud Account Correction,” but not everyone has been able to get back into their accounts yet.

“We had an account issue that led us to falsely flag your account as fraud. We are working to make this right and fix any account modifications over the last week,” the email from the SpaceX-owned ISP said. “Please allow until the end of the week to see any account changes be reverted before filing a ticket. Next week, if you are still having an account issue, sign in to your account below to contact Customer Support.”

As we previously reported, some customers received an email on November 9 saying their accounts had been reset and that “all pending orders and deposits have been refunded.” The bug affected some new users who had ordered Starlink service but had not yet set up their dishes, making it hard for them to start the Internet service.