Issues with MaxPass - anyone else?

[gatorfreud]

Hi all:

Just a heads up since I hadn't heard of any of these issues before I went... we just got back from a trip 12/31 to 1/3.

Arrived 12/31 at 2pm, bought maxpass, all worked perfectly.

Rope drop 1/1, 9am, system wasn't working to purchase maxpass - for anyone else either, everyone at rope drop was trying and no one's was working. Not sure if you had already purchased it with your tickets if you could get FP and it was just the purchasing part that wasn't working? Finally got it a couple of hours later, but then missed prime FP pulling time....

1/2 - had a goofy's kitchen breakfast at 10:40, so planned to sign into park on the way over, get maxpass, collect FP during breakfast. Well, we couldn't purchase it again... tried and tried... ending up fighting with it again for a couple of hours, until it finally worked. But of course by then, Racers FP were gone. Sigh. And then we ended up buying it 4 times, since every time we tried and thought we purchased it, but then when we went in to make FP, it said we hadn't purchased. So anyway, got charged 4 times, my husband is currently leaving a message for claims to get those charges reversed, which they better....

1/3 - rope drop magic morning. This time we were one of the first ones in, and we were able to purchase. But then continued to have problems throughout the day... it would often say our tickets weren't linked, or show the ticket # instead of name, say we had no plans saved.... just issue after issue...all day long. (I now can't remember if we had these issues the other days....)

I will say that when it was working it is a great system. WAAAAAAY better than stupid FP+ at WDW. But wow, so many bugs with app, trouble purchasing... really really annoying. I hadn't read any reports prior to going of people having issues, so I am wondering if it was just these days? Something recent? Or always happens and I just didn't know?

Overall, great trip despite the crowds and issues.... but if we had less days I would have been more annoyed.

Kim

 

[midnight star]

I was there 1/1 and heard about the issues with maxpass. I have the signature + pass so MaxPass is already on there and I had no issues..it sounded like those who had maxpass already on their tickets/pass had no issues. Hope this isn’t a long term glitch.

 

[ironband74]

We had some mild issues on December 27 with MaxPass not finding our reservations and/or linked tickets. The problem seemed worst from around 10AM - 1PM, after which it seemed to clear up. I was on Android (as was my wife) while my son was on Apple. It seemed like he was able to access when we weren't, so it worked out. We didn't have any trouble purchasing MaxPass on any of the days we were there (27, 28, 29), though. It worked near flawlessly on the 28th and 29th. It was definitely frustrating when it wasn't working, though.

I did get a random survey about the app and MaxPass thrown my way when we returned, so I provided details. As more and more people start using the system, hopefully they are able to scale up to handle the traffic.

 

[midnight star]

Forgot to add.. I also have an iPhone XR. Other reports have shown that maxpass works on iPhones but not androids..something I also hope is not a long term glitch.

 

[mom2rtk]

If they're having trouble now, I can't wait until Star Wars opens. This is worse than the system not working at WDW since this is a paid service.

 

[flyingenie]

Q about this - if you have a multi day pass, do you have to add maxpass each day? Or can you add for your entire stay the first day?

 

[mom2rtk]

Q about this - if you have a multi day pass, do you have to add maxpass each day? Or can you add for your entire stay the first day?

You can only add one day at a time, after entering the park. The only way you can add for the entire trip is to buy tickets directly from Disney with that option.

 

[msteddom]

I have Maxpass on my AP, so I’v never struggled with purchasing, but I will frequently get an error message that tickets aren’t linked. It either means that the signal on my phone is weak or that the system is having problems. I just restart the app and try again. It usually resolves itself in seconds.

 

[Kender]

What guest services told me was that Samsungs and Pixels specifically were/are having issues. I have a Pixel 2XL myself. I'm starting to wonder if it's connected to it not wanting to play nice with Pie all of a sudden.

I had zero issue purchasing each of the days you said you had an issue (bought it for my friends 12/31-1/4; already included in my Sig+), but I was often getting "nothing available" if I had their tickets in my MP group. I did start to get the "no tickets linked" error, but a few tries usually got it to go away. The one day it didn't (1/4), I went to guest services again because now I couldn't see FPs I had pulled for just the APs on my account. First time I went was 1/2 (first time I started having issues).

The second visit to guest services did at least result in some multis for all of us (the super kind too that are good for anything in any park... Even Peter Pan). The first one told me to find an iPhone to use (it was said politely, but I don't think using an iPhone should have been the solution since the only iPhone in my group was a huge inconvenience to use).

 

[msteddom]

What guest services told me was that Samsungs and Pixels specifically were/are having issues. I have a Pixel 2XL myself. I'm starting to wonder if it's connected to it not wanting to play nice with Pie all of a sudden.

That’s interesting information. I have an iPhone, so maybe that’s why I’ve never experienced major problems? I will say, when the system works it’s amazing, but when it gets glitchey it’s super frustrating!!!!

 

[cmwade77]

Basically in my experience on the busier days it tends to be an issue and oddly enough due to the weather New Year's Eve wasn't as bad as the following days.

That being said, I have a Pixel 3 XL and the only time I have had a problem was when the entire FP system (non Maxpass as well) went down. Otherwise it hasn't been an issue, as to if it is a Pie issue, I would say that could be, except they said Samsung's phones were also affected and many models do not have Pie yet.

Some other tips if there are issues:

• Make sure battery saver is turned off, the app does not play nice with it on. On some phone models you will have to restart the phone after turning off battery saver before the app will work.
• Clear the cache and data for the Disneyland app. You will have to log back in, but shouldn't be too hard.
• If all of that fails, uninstall the Play Disney app if you have it installed, clear the data and cache again and reboot the phone, then try the Disneyland app again. Some phones aren't playing nice when both apps are installed at the same time.

Obviously Disney's IT needs to fix some of these things, but something to try in the meanwhile.

 

[twodogs]

We have been here the last 4 days, and had MP on our park hoppers which we bought from Disney when we purchased the tickets. We both have iPhone X’s. Many times it would show no tickets linked, or show one person was not eligible to book yet (when they were). I would often have to close the app, and sometimes, even that would not help even after doing it several times. So I would switch to the other person’s phone. Often that worked. We are on two different cell phone carriers (Verizon and AT&T), and sometimes one seemed to work much better than the other, but not consistently one better than the other. It was frustrating, but only wasted a few minutes each time it happened, which was at least 5 times per day each day. Worse when it was super busy. Nonetheless, I still love MP and wouldn’t go to the park without it anymore.

 

[mom2rtk]

Just a heads up for anyone still there now. It appears MaxPass went up to $15/day overnight. Hard to swallow given all the issues people are having with it right now.

https://www.disboards.com/threads/surprise-ap-increase.3727715/#post-60104780

 

[midnight star]

Just a heads up for anyone still there now. It appears MaxPass went up to $15/day overnight. Hard to swallow given all the issues people are having with it right now.

https://www.disboards.com/threads/surprise-ap-increase.3727715/#post-60104780

That's probably why there were issues..they were getting ready to update the system

 

[gottalovepluto]

The part where you are told to purchase MP (again) is a glitch that I have seen every trip since MP started (iPhone). I don’t remember what I do to fix it but I always eventually get around it within a couple minutes. That “glitch” should have been programmed out when they first rolled out but they haven’t bothered.

The other issues were special to when you were in the park. I’ve never had a problem buying MP. I’ve had the system go down for 1-6 hours & I’ve had my tickets disappear from the app (the only fix was to login using someone else’s login and upload my ticket/others to their account, MP was still attached).

ETA: OP, if Disney customer service gives you the run around just file with your credit card company to dispute the duplicate charges.

 

[Malcon10t]

We had it happen a couple times where it would say we didn't have any linked tix. Quitting the app and restarting usually fixed it.

 

[theluckyrabbit]

DH and I are both on iPhones. The only time we seem to have problems with MP is in the days right before the DL app updates. Of course, we don't know when the updates are coming, but I've noticed that if we have a really problematic park visit, the app seems to update a day or two later. Then all the glitches clear up. The few times that it wasn't an impending update (and, again, we could only figure this out in hindsight), uninstalling and reinstalling the app cleared things up. And for whatever reason, my phone has most of the trouble. DH's phone has only had this issue once, and that was on the Columbus Day Weekend fiasco last year when the entire MP system crashed. (And, haha, that weekend my phone didn't have any problems!)

 

[gatorfreud]

OP here: We had problems on both iPhones and Android while we were there... anyway, my husband called about the multiple charges and the person at Disney basically said she could pass us to the credit card group, but it will go to voicemail and it will be full... so basically best bet is to file with credit card company, which is what we did.

I think the maxpass system is way better the FP+ at WDW... I just wish it worked more consistently! But Disney tech stuff has always been pretty awful... I would still use it though.

Kim

 

[mom2rtk]

my husband called about the multiple charges and the person at Disney basically said she could pass us to the credit card group, but it will go to voicemail and it will be full... so basically best bet is to file with credit card company, which is what we did.

That's ridiculous! I would write guest relations with a complaint after the fact. They can sure take the money. They need to be just as good at straightening out their errors with money.

 

[Wikker24]

Just returned from a trip 1/8-1/11 and had a couple morning issues pulling our first FP. The app was saying one of us wasn’t in the park and we had to actually be re scanned in and then restart the app. After that issue I made sure to pull my first FP right by the gate and a CM. That being said they were super helpful in resolving the MP issue and it worked well about 90% of the time.