Balance due after paid in full

[CaptainAmerica]

I finally got through after over five hours on hold (called the moment the phone lines opened this morning). They said they have a workaround that usually works for most people that they've been applying one by one as people call in, but annoyingly the workaround didn't work for mine for some reason. No ETA on when they'd be able to fix it for me. They've escalated to the IT team. I guess I'm just out of luck for a while

When do you sail? It seems to be broken for everyone but broken differently for people who are within versus outside their check-in window.

 

[jujubiee4]

I thought this was suppose to be an improvement over existing system. At Least cast member
told me that right before they went down. "An update to the system". Update sucks. Hopefully
it straightens out soon. I was on the phone a long time then just hung up.

 

[Dug720]

I wonder if they're actually moving to a "pay up front" model for specialty dining and excursions and such like most other lines require. We always seem to read reports of there being empty cabanas when they were filled before sailing - and that's just one example. I wonder if they're hoping to cut down on last-minute cancellations of extras booked by requiring payment up front - and the timing just got screwed up between announcing/implementing and it going live on the site.

 

[CaptainAmerica]

I wonder if they're actually moving to a "pay up front" model for specialty dining and excursions and such like most other lines require. We always seem to read reports of there being empty cabanas when they were filled before sailing - and that's just one example. I wonder if they're hoping to cut down on last-minute cancellations of extras booked by requiring payment up front - and the timing just got screwed up between announcing/implementing and it going live on the site.

Nah because it's not just asking for payment. It also won't let me actually pay. I tried to clear the issue but just paying for those rentals, and it won't take payment either. It also marked my trip insurance as cancelled. This is definitely a system failure, not just a timing of communication failure.

 

[MomOTwins]

When do you sail? It seems to be broken for everyone but broken differently for people who are within versus outside their check-in window.

We sail April 11, so last night at midnight was our check in. The funny thing is everything was all fine and dandy yesterday—I even booked a spa appointment and was showing PIF, then when the clock stuck midnight it all went to pieces. Looks like they put Fairy Godmother in charge of the IT system upgrade

 

[Dug720]

Nah because it's not just asking for payment. It also won't let me actually pay. I tried to clear the issue but just paying for those rentals, and it won't take payment either. It also marked my trip insurance as cancelled. This is definitely a system failure, not just a timing of communication failure.

It still could be. That may not have been supposed to show and that's why it's not live for payment yet.

 

[jujubiee4]

I wonder if they're actually moving to a "pay up front" model for specialty dining and excursions and such like most other lines require. We always seem to read reports of there being empty cabanas when they were filled before sailing - and that's just one example. I wonder if they're hoping to cut down on last-minute cancellations of extras booked by requiring payment up front - and the timing just got screwed up between announcing/implementing and it going live on the site.

This has crossed my mind also. Just took my 12 and 13th and there has been other times site has
been down over the years but came back up pretty normal. Although this is prob a glitch makes
me wonder what is in store for the future.

 

[Dug720]

This has crossed my mind also. Just took my 12 and 13th and there has been other times site has
been down over the years but came back up pretty normal. Although this is prob a glitch makes
me wonder what is in store for the future.

I honestly wouldn't mind it as it means even more is paid up front for the vacation. I've loved that "I'm done paying for the trip" feeling with other lines - and I don't have to build up gift cards and then deal with going to Guest Services to put the card(s) on the account.

 

[jujubiee4]

We sail April 11, so last night at midnight was our check in. The funny thing is everything was all fine and dandy yesterday—I even booked a spa appointment and was showing PIF, then when the clock stuck midnight it all went to pieces. Looks like they put Fairy Godmother in charge of the IT system upgrade

Did you end up deciding what you are doing for Alaska? We ended up booking Princess new ship
Discover. However I will keep close eye on DCL for any changes to rebook Alaska. (we canceled)

 

[tvguy]

I thought this was suppose to be an improvement over existing system. At Least cast member
told me that right before they went down. "An update to the system". Update sucks. Hopefully
it straightens out soon. I was on the phone a long time then just hung up.

No sure about everyone else, but my experience with software updates is they NEVER are an improvement. Upgrades tend to take away features people like, and in the worst case loose data.

 

[jujubiee4]

I honestly wouldn't mind it as it means even more is paid up front for the vacation. I've loved that "I'm done paying for the trip" feeling with other lines - and I don't have to build up gift cards and then deal with going to Guest Services to put the card(s) on the account.

Last year first time ever they screwed up and didnt use all my giftcard on board. It was bizarre they
charged some things to CC and some to gift card. They never did correct it so I still have big balance
on gift card. It was so annoying.

 

[mmouse37]

I spoke with Disney as this happened to me as well. They said not to worry about it and that it should be fixed. They are not sure how long that will take.

I am having the same problem as many of you. Its great that they say not to worry about it but it affects people....I finally got through on the phone today and told them my issue which was a $45 balance due. Because of said balance due I can't check in. I considered paying it and tried but it won't let me. They told me the problem was fixed for my reservation and to ignore the charge and just clear my cache and cookies. I did all that and I still can't check in. My check in date was the first day the system was being updated and have been patiently waiting almost a week to check in. Its is very frustrating! I wanted to get an early PAT since they took away the Platinum Boarding Group 1 when cruising restarted. The app is not working, the chat feature says try again later, phones are hours long wait...its crazy! I totally understand the CM's are under the gun with this and it not their fault but people need to do things online at the site and can't.

I know the $45 bucks is for my friend's Palo. But, since she is in my cabin she shouldn't even be charged for Palo. Plus, Palo and shore excursions are billed to your onboard account not beforehand. It is a big system failure. App is not working at all for me.

Our MV booking window for the Wish opens on the 16th and I hope the system is working by then.

MJ

 

[MomOTwins]

Did you end up deciding what you are doing for Alaska? We ended up booking Princess new ship
Discover. However I will keep close eye on DCL for any changes to rebook Alaska. (we canceled)

Small world -- we booked the discovery princess too (July 31)! Looking forward to it. This whole check-in drama is for a separate cruise we have in April on the Magic.

 

[mmouse37]

Update!!! When I called this morning I also added ground transfers and was told they would send a new confirmation to show them...I just got it now...11 hours later. I am not complaining because coincidentally, right after I got the new invoice the DCL website is allowing me to finish my check in!!! Hooray!! And the confirmation also said I am now paid in full (which I was) as they took that mystery charge away)!

 

[CaptainAmerica]

I just got a new email confirmation that says I'm re-paid-in-full. I never called or talked to anyone so maybe they fixed it system-wide?

 

[Anthony Vito]

So our check-in is basically in 4 days (Midnight 3/17). We've never sailed DCL before, so I'm already a bit nervous about making sure to do everything right as soon as I can to get a good time, etc. For one thing, where are people seeing balance? We booked through TA (Dreams), and I don't see anywhere I can even see a balance, $0.00 or otherwise. I know when we were paying in full we had to do it through Dreams and couldn't do it through DCL site.

 

[JWelch62]

So our check-in is basically in 4 days (Midnight 3/17). We've never sailed DCL before, so I'm already a bit nervous about making sure to do everything right as soon as I can to get a good time, etc. For one thing, where are people seeing balance? We booked through TA (Dreams), and I don't see anywhere I can even see a balance, $0.00 or otherwise. I know when we were paying in full we had to do it through Dreams and couldn't do it through DCL site.

You will need to check with your TA. Even if there weren't any issues you always have to deal with your TA for balance questions. It's not shown on the website anywhere if you've used a TA.

 

[Anthony Vito]

You will need to check with your TA. Even if there weren't any issues you always have to deal with your TA for balance questions. It's not shown on the website anywhere if you've used a TA.

Ok I misunderstood one of your earlier posts. When you said you spoke w/ your TA and you had a balance due, I read it as two separate statements (you had a balance due showing, and you separately spoke with your TA about it) - not that you spoke with TA and they told you there was a balance due showing. Sorry. Thanks for clearing up.

I guess I'll email and try to get it looked at to see if it's an issue. I'm already unsure of the whole check-in process, want it to go smoothly (e.g., not clear if I need to take actual photos of the citizenship docs at time I check-in, or if I can have pics I already took, or if I can just use PDFs I already made on scanner).

 

[mmouse37]

I just got a new email confirmation that says I'm re-paid-in-full. I never called or talked to anyone so maybe they fixed it system-wide?

Yes, that is what I am thinking as well. Got the email and then I was able to check in! Yay!! App is working again as well.

MJ

 

[mmouse37]

Ok I misunderstood one of your earlier posts. When you said you spoke w/ your TA and you had a balance due, I read it as two separate statements (you had a balance due showing, and you separately spoke with your TA about it) - not that you spoke with TA and they told you there was a balance due showing. Sorry. Thanks for clearing up.

I guess I'll email and try to get it looked at to see if it's an issue. I'm already unsure of the whole check-in process, want it to go smoothly (e.g., not clear if I need to take actual photos of the citizenship docs at time I check-in, or if I can have pics I already took, or if I can just use PDFs I already made on scanner).

For check in (which I just did a few minutes ago) you can take a pic your doc ahead of time and just upload when you get to that part. Same with ID photo. Take a selfie or have someone take a pic of you from shoulders up against a blank background with nothing on your head. I took off my glassed too. Then you can just upload when the system asks for it.