MileagePlus Customer Care: Practical, Precise Help for United Airlines Members

How to reach MileagePlus customer care

If you need help with your United Airlines MileagePlus account, start with the channels that route directly to trained program agents. In the United States and Canada, the primary phone line is 1-800-UNITED-1 (1-800-864-8331), available 24/7. For customers with hearing or speech impairments, United provides TTY support at 1-800-323-0170. When you call, have your MileagePlus number ready; if you’ve set a telephone PIN or enabled two-step verification, be prepared to confirm it for faster authentication.

Online support is often the fastest path for account-specific issues. Sign in at united.com and navigate to MileagePlus > Help to access secure messaging, missing mileage requests, and account profile updates. The United mobile app (iOS and Android) offers in-app chat that can handle common MileagePlus requests, including basic account troubleshooting, missing miles guidance, and reservation-linked mileage questions. For international phone numbers and country-specific hours, use United’s global contact directory at https://www.united.com/ual/en/us/fly/contact.html.

• Phone (U.S./Canada, 24/7): 1-800-UNITED-1 (1-800-864-8331)
• TTY (U.S./Canada): 1-800-323-0170
• Website: https://www.united.com (sign in > MileagePlus > Help)
• Global contact directory: https://www.united.com/ual/en/us/fly/contact.html
• United app: In-app messaging and account tools (iOS/Android)
• Social care: @United on X (Twitter) for general assistance; do not share sensitive data publicly—use direct messages after agent requests it

What MileagePlus customer care can resolve

Dedicated MileagePlus agents handle account access issues (locked accounts, password resets), personal detail changes (address, email, phone), and account merges (combining duplicate MileagePlus numbers). They can also investigate missing or incorrect mileage credit for United- or partner-operated flights, Starbucks/United linking issues, and some partner activity such as hotel, car rental, dining, and shopping portal accruals.

For award travel support, customer care can assist with booking, canceling, or changing award tickets; clarifying taxes/fees; and ensuring partner award segments correctly reflect your status benefits. United removed mileage expiration in 2019, so agents won’t need to “reinstate” expired miles; however, they can help trace unexpected deductions or suspected unauthorized redemptions and connect you with fraud review if needed.

Missing miles and retro-credit timelines

United-operated flights generally post within 48–72 hours after travel. If credit is still missing after 7 days, submit a request from your account activity page (signed in at united.com). For partner airlines, posting can take longer—often 7–14 days—depending on the carrier. Most partner flights remain eligible for retro-credit for up to 12 months from the travel date, but you’ll need complete documentation (including the 13-digit ticket number beginning with United’s stock “016”).

Non-flight activity timelines vary by partner. As a rule of thumb: hotel and car rental partners may take 2–8 weeks to post; shopping and dining portals typically post within 30–45 days after the qualifying transaction clears. If the partner’s stated timeline has passed, contact MileagePlus customer care with receipts and the partner confirmation number, and keep screenshots of any bonus offer terms that applied on your transaction date.

Name corrections, account merges, and security

Minor name corrections (e.g., transposed letters) can often be handled online in your MileagePlus profile, but legal name changes require documentation. MileagePlus customer care will advise acceptable proof, which commonly includes a government-issued ID plus a supporting document such as a marriage certificate, court order, or divorce decree. For consistency, ensure your MileagePlus name exactly matches the name on your government ID used for travel.

If you have duplicate MileagePlus accounts, agents can merge them once they confirm ownership. Be ready to provide both account numbers and recent activity from each. Post-merge, balances and elite lifetime miles (where applicable) consolidate, but it can take several business days for all activity to reflect. For suspected account compromise (unexpected redemptions, unfamiliar logins), immediately change your password at united.com, enable two-step verification in your profile, and call 1-800-864-8331 to request a security review and restoration of any unauthorized activity.

Award tickets, fees, and practical booking tips

When booking award travel, United’s website and app are the most transparent ways to compare options across United and Star Alliance partners in real time. You’ll see total miles, taxes, and mandatory fees before checkout. If you need complex itineraries or have accessibility needs, phone agents can help find legal connections and verify mixed-cabin rules; provide specific flight numbers and dates to speed the search.

If you need to cancel or change an award, initiate it in your trip details online or via the app whenever possible. Policies can vary by itinerary and timing; online flows will show any applicable charges before you confirm. For urgent departures (same-day or next-day changes), call after you’ve reviewed alternatives online so an agent can finalize the option you prefer without re-searching inventory from scratch.

Documentation to have ready before you contact

The more precise your information, the faster MileagePlus customer care can resolve your case. Gather the following before calling or opening a support ticket. Keep digital copies (PDF or image) ready for upload if an agent requests proof.

• Your MileagePlus number and the email/phone on the account; a government-issued ID for identity verification
• For flight credit issues: 13-digit ticket number starting with 016, flight numbers, travel dates, fare class, and boarding passes
• For partner credit: partner confirmation or contract number, receipt showing your name and MileagePlus number, and the offer terms if a bonus was involved
• For name changes: government ID plus legal documents (marriage certificate, court order, etc.) matching the requested update
• For suspected fraud: date/time of the suspicious activity, devices used, and any unexpected emails or confirmations

Response times, escalations, and realistic expectations

Phone support for U.S./Canada generally operates 24/7, with wait times varying by weather events and operational disruptions. Secure messages and web forms typically receive a response within a few days, though complex partner credit research can take longer, especially if records must be requested from another airline. You can monitor case status in your account or by referencing the case number an agent provides.

If you believe a decision was made in error, ask the agent to note your account and open a formal review. Provide all supporting documentation in a single, clearly labeled submission to avoid resets of the review clock. For service issues tied to an active reservation (e.g., imminent travel within 72 hours), always call—time-sensitive cases are prioritized by live agents who can act immediately on your itinerary and MileagePlus profile.

Key facts to remember

Since August 2019, MileagePlus miles do not expire. United ticket numbers start with 016, which helps agents quickly locate your records for flight-credit investigations. For the most current contact options, hours, and policies, always verify at https://www.united.com/ual/en/us/fly/contact.html. When in doubt, start in the United app: it consolidates your MileagePlus credentials, reservations, and support options in one secure place, minimizing back-and-forth and reducing resolution time.