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Old 02-04-2013, 03:22 PM   #1
Sunseeker17
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problems with Castaway Club login

We just finished our first cruise on the Fantasy (loved it) and have received our Castaway Club numbers. Unfortunately, we can't get into the Castaway Club part of the website (I can login normally to the DCL booking part of the site). I keep getting a message that tells me that my number is invalid. When I called the 800 number, they tell me that my number is correct and that they have real problems with that part of the site. Apparently, many people can't access it and there is nothing they can do. Anyone else have trouble logging in? Did you ever get in successfully? Are we missing much by not getting in?
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Old 02-04-2013, 03:51 PM   #2
PrincessShmoo
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Quote:
Originally Posted by Sunseeker17 View Post
We just finished our first cruise on the Fantasy (loved it) and have received our Castaway Club numbers. Unfortunately, we can't get into the Castaway Club part of the website (I can login normally to the DCL booking part of the site). I keep getting a message that tells me that my number is invalid. When I called the 800 number, they tell me that my number is correct and that they have real problems with that part of the site. Apparently, many people can't access it and there is nothing they can do. Anyone else have trouble logging in? Did you ever get in successfully? Are we missing much by not getting in?

You don't use your CC member number to get there. I just went to the DCL site, clicked on the "Castaway Club" link on the top of the page. There I just had to enter my email and password (just like logging into the site). When the CC page came up, my member number is on it.
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Old 02-04-2013, 05:00 PM   #3
Meghatron
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Quote:
Originally Posted by PrincessShmoo

You don't use your CC member number to get there. I just went to the DCL site, clicked on the "Castaway Club" link on the top of the page. There I just had to enter my email and password (just like logging into the site). When the CC page came up, my member number is on it.
Even with just email and password it sometimes doesn't work. I had no problems with it from 2011 until a few months ago and now it just won't let me in. But I can still access existing reservations with the same login, just not the CC part of the website.
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Old 02-04-2013, 05:58 PM   #4
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Is the name you used to register for the DCL site the same (legal) name you cruised under (i.e. you registered on the site as Billy but the legal name is William). If the names are different, you will have problems attaching the CC # to your log-in. You have to change the site name to match the name you sailed under.

Many people have had difficulty getting in, usually it is a name issue. If it isn't that, the tech support at DCL should be able to help. An answer like many people have that problem, there's nothing we can do would be unacceptable to me.
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Old 02-04-2013, 06:05 PM   #5
Siliobear
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New #s assigned

I just tried. If you click "Look up your CC ID", it'll supply a different -- and apparently new -- number, which works fine. You would think they would tell us the #s were reassigned.
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Old 02-04-2013, 06:13 PM   #6
PrincessShmoo
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Originally Posted by Siliobear View Post
I just tried. If you click "Look up your CC ID", it'll supply a different -- and apparently new -- number, which works fine. You would think they would tell us the #s were reassigned.
My CC # is the same as the one that was issued in 2008.

I have 2 different log-in's. One with a nickname of mine and one with my email. They both work with the same password. The nickname one is not the same name that's on my passport.
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Old 02-04-2013, 06:13 PM   #7
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Quote:
Originally Posted by clten View Post
Is the name you used to register for the DCL site the same (legal) name you cruised under (i.e. you registered on the site as Billy but the legal name is William). If the names are different, you will have problems attaching the CC # to your log-in. You have to change the site name to match the name you sailed under.

Many people have had difficulty getting in, usually it is a name issue. If it isn't that, the tech support at DCL should be able to help. An answer like many people have that problem, there's nothing we can do would be unacceptable to me.
YES! This post is quite correct. DCL will take your passport information and link that name to your castaway club number. As long as your information on DCL's website is slightly different than the information linked to your Castaway Club number, you will be unable to login to the Castaway Club section. For example, my last name is McBride. I spell it "McBride." Disney likes to spell it "Mc Bride." That space between the c and the B destroys the whole shebang.

Here's what you do: grab the card they sent you with your castaway club number. Match that name to the name in your personal info section on DCL:

1. Go to DCL website home page.
2. Click "Log In" on the upper right corner, next to "Register."
3. Log in using your email address and password.
4. Click "Update Profile" in the upper right corner.
5. scroll down and change your name to match the name DCL is using for you (assuming some small change like "William / Bill" or "Mc*** / Mc ***).
6. click "Update Profile" at the bottom right.
7. return to the home page.
8. log out.
9. close your browser.
10. go do something to occupy yourself for 30 min.
11. log back on to DCL website
12. try logging into castaway club section.


Good luck!

If the above does not work, keep calling DCL internet help. Eventually you will find someone who is familiar with the problem and can walk you through.
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Old 02-05-2013, 10:08 AM   #8
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Quote:
Originally Posted by Sunseeker17 View Post
We just finished our first cruise on the Fantasy (loved it) and have received our Castaway Club numbers. Unfortunately, we can't get into the Castaway Club part of the website (I can login normally to the DCL booking part of the site). I keep getting a message that tells me that my number is invalid. When I called the 800 number, they tell me that my number is correct and that they have real problems with that part of the site. Apparently, many people can't access it and there is nothing they can do. Anyone else have trouble logging in? Did you ever get in successfully? Are we missing much by not getting in?
Castaway Club section provides access to the Compass Newsletter, which comes out once or twice a year, if that. Last issue was Spring, 2012. It also provides a look at all your cruises, past and upcoming. So you can see what stateroom you had on that cruise on the Wonder 4 years ago, which is pretty neat.
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Old 02-05-2013, 10:12 AM   #9
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We had trouble accessing the CC site for a while after our cruise as well. I finally realized that a space in the middle of our last name (begins with Mc and DCL had a space before the rest) was causing the glitch as it didn't jive with the profile for my regular log-in. We called the CC number and got DCL to correct the spelling on their end and we haven't had trouble since.
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Old 02-05-2013, 11:45 AM   #10
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That just happens now and then. I do what Four Swampers posted above and it is taken care of again.
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Old 02-05-2013, 11:59 AM   #11
Sunseeker17
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I'll try the tricks you've suggested. Disney's tech support said it was because I was from Canada, but then went on to say lots of Americans also have trouble getting in ? It probably won't matter much if I never get in, but my son really wanted to access the kids' section of the site.
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Old 02-05-2013, 01:55 PM   #12
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Quote:
Originally Posted by Sunseeker17 View Post
I'll try the tricks you've suggested. Disney's tech support said it was because I was from Canada, but then went on to say lots of Americans also have trouble getting in ? It probably won't matter much if I never get in, but my son really wanted to access the kids' section of the site.
Let us know if it works!!
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Old 02-05-2013, 03:22 PM   #13
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I've never been able to get in. It says my CC # is invalid. I've entered it directly from my card & tried copy / paste from the "look up your CC ID" email (both of which are the same #). I've gone into my profile, called, etc. still haven't gotten in once. I am also in Canada.
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Old 02-05-2013, 03:26 PM   #14
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Quote:
Originally Posted by suzadrew
I've never been able to get in. It says my CC # is invalid. I've entered it directly from my card & tried copy / paste from the "look up your CC ID" email (both of which are the same #). I've gone into my profile, called, etc. still haven't gotten in once. I am also in Canada.
Edit to add: I really wish I knew what was in that section of the website. Am now a gold member & I've never been able to access it.
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Old 02-05-2013, 03:36 PM   #15
Four Swampers
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Quote:
Originally Posted by suzadrew View Post
I've never been able to get in. It says my CC # is invalid. I've entered it directly from my card & tried copy / paste from the "look up your CC ID" email (both of which are the same #). I've gone into my profile, called, etc. still haven't gotten in once. I am also in Canada.
Yes, it tells me my CC # is invalid. That is the standard message when your CC # and name in the DCL system do not match BOTH the CC # and your name on the website.

Try following my steps listed above; I think there is a good chance you will be able to log in. If you need to get your name as spelled by DCL, call DCL and ask them to look you up with your CC #, then have them spell your first, middle, and last names INCLUDING SPACES!
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