I’m reaching my point of desperation. Close to 3 weeks of working on a glitch in my MDE account that prevents me from making any purchases or reservations for my upcoming trip. 44 days until arrival.
Does anyone know how to elevate an issue? Like an actual phone number or email or person that isn’t the general number or chat?
I have had multiple phone calls and chats and an email thread with tech support. It’s like ground hog day every time. The most recent chat, the cast member bailed and never came back. I sat waiting at my computer for 37 minutes after they said they would need a few minutes to work on it. They didn’t end the chat, just left it open until I had to end it myself.
I cannot make ADRs or any other purchase on my MDE. No memory maker, no magic bands.
I can do these things over the phone successfully with the same email, phone number and credit cards I have in my MDE.
Here are some things I have already done to try to remedy the problem…
tried accessing my MDE from a desktop, laptop and phone app
uninstalled and reinstalled my app
cleared my browsing history, cache and cookies
changed my password via a link sent by a cast member
logged out and back in to our Disney account on all devices including TVs
used an incognito browser
got a NEW Disney Visa (after 3 calls to Chase Visa to ensure my card wasn’t the issue but got a new one anyway)
deleted and re-added (for a while I couldn’t even add) all of my credit cards including Disney Visa, non-Disney Visa, debit card and redemption cards.
tried having no payments in my MDE and only adding at time of payment/reservation
I have created a dummy MDE account but I’m afraid to attempt moving any of my reservations.
No cast member has offered a solution. None of them seem to know how to help. One told me there is still an “open ticket” for support on my account but it’s been over a week since I got an email response from tech support. They will not respond any more.
If you’ve read this far, thank you. The ADRs, memory maker, magic bands aren’t THAT big of a deal to make via the phone…it’s just a hassle and way more time consuming. Ultimately, my biggest concern if this is not resolved is that I will be unable to use mobile ordering for dining for the 8 days of our stay or use any tap to pay with my magic band. I mean I’ll be if I have to walk up to order food every time.
I’m going to try to call one more time but would love to hear if anyone has an insider track to get legitimate assistance!
I have these 2 phone numbers in my notes from years ago for direct Disney IT support - if you haven’t already gone through them, might be worth a call.
Looks like that 2nd one has changed - I called out of curiosity since I’ve had these numbers noted for so long. On that number, there is no option 3 anymore, so I’d guess you’ll end up where you were already with previous contact.
The first one says “Welcome to the Disney Internet Help Desk” so still seems to be a direct tech support number. Good luck!
I didn’t have a number but somehow got to tech support once. Needed to call back a couple of times. I’d tell the CM that I’ve been talking to tech support about a difficulty - I need to be connected again. Got right in.
I actually got through right away on the first number. We’ve talked through it all for the last 10 or so minutes and she just put me on hold to see if there is anything she can do. Her initial suggestion was to have another family member create an account and make purchases through that one. Will see what she see when she comes back.
What’s at least fun is that the hold “music” is the track from Haunted Mansion instead of a recorded voice telling me I should be using my MDE instead of calling!
She did her best and this was the most helped I have felt so far. She was communicating with an “elevated” person and they have a request in for the issue to be looked at on Monday. She said they suggested I try to make an ADR on Monday evening to see if they resolved it. In the meantime, my DD is going to make her own MDE since she is now 18 and she’s the one I’m traveling with. They are going to link our accounts so I don’t have to worry about merging my current account with a new or dummy account and risk losing all my other “status” things like Disney+, Castaway Club, D23, Disney Visa etc.
Thank you so much for sending the phone numbers. I’m still not thrilled about my own original account but I do feel little better and more hopeful about just linking to my daughter and making purchases through her account.
It this point I don’t recall specifics about my technical problem. I do recall the tech folks came up with a work around that allowed our trip plans to proceed.
I had the distinct feeling that using a work around was an irritation that the tech folks had to resort to way more than they would have liked.
Yeah, it all seems really stupid. I guess I don’t understand technology as much as I thought I did because I can’t understand why someone can’t at least identify my issue. I could maybe understand if they couldn’t resolve but they can’t even find it. I’m working on linking my daughter’s new MDE account now. Tech support told me to chat or call to link the accounts since she already exists in mine. So I did that. The chat cast member was terrible again and just told me to do it myself on the website. I told him repeatedly why I wasn’t doing it that way and he gave me the link to the help center on the disney website. Ugh. Next phone call on deck!
I had a number but this one was different and went direct to tech support. Just spent the last two hours working through getting my daughter’s new account set up, the unhelpful chat, on to a phone call (with an AMAZING cast member) to link her account to me and move her managed account under mine to her new one. All transferred perfectly. We cleared cookies and cache AGAIN, went to incognito browsing, logged into her BRAND NEW account, put our magic bands in the cart and got the same stinking error message.
I’m so done with this.
Next steps…try again Monday evening after tech has had time with the new comments from my phone calls. If that doesn’t work, I have to call again and have them move everything to my dummy account. So weird because we have Disney+ and there is no issue with the payments for that.
It should not be this hard to give Disney your money.
Forgive me for making light of it. Tech issues frustrate me more than anything, and so does having to spend time on the phone. Have to laugh to keep from cursing sometimes.
No apology necessary. That is literally what I said to the cast member today. I’m throwing my money at them and they won’t take it.
I’m also annoyed with myself because I have had three cast members say something about doing something special or about pixie dust and I got all excited every time only to realize that they were basically saying they were sending “good vibes” for my issue to get fixed. Not actual tangible pixie dust. At this point I feel like I should walk into my room and have it filled with legit pixie dust when I get there.
I would email guest services to explain what is going on and what you have tried, and how many times you’ve tried, and how long you’ve spent trying to remedy the issue. Be complementary of those that have tried to help you but let them know you need a solution soon. guest.services@disneyworld.com
What you’ve had to deal with is ridiculous and should not happen, especially when so much (well pretty much everything) has to be done using technology WHICH IS NOT WORKING!!!
Thanks for your comment. I probably should do that. I have most of the names of the helpful cast
members written down. I missed one name but did submit positive online feedback for her with the date and time of my call.
I am going to work on this today.
I don’t know if I mentioned but the most recent cast member from tech support speculated that there was some sort of fraud attempt on my MDE account itself. I supposed that could have happened. The problem is, there doesn’t seem to be a solution for it that doesn’t negatively affect me. Making a new MDE account for myself would require me to not use my full given name and I would lose the connection to my Castaway status, Disney+, Disney Visa and D23.
I had a similar problem years ago. In the middle of a trip, all of a sudden I could no longer make fastpass reservations. I went to guest services but they could not figure out how to fix it. They said I would have to open a new account under a new email. Not a good option for me cause then all Disney would go to another email. They ended up having to delete everything in my account and regenerate it reservation by reservation. I had over a weeks worth of FP reservations and multiple future resort reservations. It took hours and everything was not back until the next day. I did not have to wait and they gave me a bunch of Multiple Experiences to get thru the day.
Not sure any of that helps but just thought you might like to know you are not alone.
if I have to walk up to order food every time.
At this point I feel like I should walk into my room and have it filled with legit pixie dust when I get there.