Lightning Lane Multi-Pass Guest Error

[Sophie Weaver]

Hello there,

I'm reaching out to see if anyone else has encountered this issue and gotten a resolution from Disney IT. Regardless of when we want to purchase the multi-pass, I can pick the date, park, see the cost but it fails to load the guests. I receive the error "Something went wrong. We were unable to find your Guests. Please try again."

After two hours on the phone with Disney IT, they were able to find a work around and had to individual purchase each of my parties, then link us together, then book the experiences for us. They stated once in the park, we could modify times and book other experiences. Sadly, this was not the case, and I spent a healthy chunk of my time under a blue umbrella. The second cast member opted to just provide blanket experience slots so that we could ride whatever we want as a hold over until IT could figure out what's going on.

I'm back on the phone today with them and I'm now kindly waiting to be transferred as the first individual said "I'm not sure what's wrong with your account. I can purchase yours right now and book the experience and then we can do the same for your husband." But no solution as to why I am unable to book for myself or my entire party, and no solution as to why this is happening.

For reference, the app is up to date, I'm using an iPhone12 that is up to date as well. I've deleted all my guests except for my immediate party. We are annual pass holders and I've tried to do this both on good to go days and days with reservations.

Any thoughts? Give me what you've got.

 

[focusondisney]

Holy smokes, what a mess! No advice but just some sympathy for what you’re dealing with. Good luck, I hope it gets figured out at some point.

 

[ucf_knight]

Hello there,

I'm reaching out to see if anyone else has encountered this issue and gotten a resolution from Disney IT. Regardless of when we want to purchase the multi-pass, I can pick the date, park, see the cost but it fails to load the guests. I receive the error "Something went wrong. We were unable to find your Guests. Please try again."

After two hours on the phone with Disney IT, they were able to find a work around and had to individual purchase each of my parties, then link us together, then book the experiences for us. They stated once in the park, we could modify times and book other experiences. Sadly, this was not the case, and I spent a healthy chunk of my time under a blue umbrella. The second cast member opted to just provide blanket experience slots so that we could ride whatever we want as a hold over until IT could figure out what's going on.

I'm back on the phone today with them and I'm now kindly waiting to be transferred as the first individual said "I'm not sure what's wrong with your account. I can purchase yours right now and book the experience and then we can do the same for your husband." But no solution as to why I am unable to book for myself or my entire party, and no solution as to why this is happening.

For reference, the app is up to date, I'm using an iPhone12 that is up to date as well. I've deleted all my guests except for my immediate party. We are annual pass holders and I've tried to do this both on good to go days and days with reservations.

Any thoughts? Give me what you've got.

I would just create an entirely new account this sounds like a mess

 

[Belle1962]

Maybe: in this order delete the app; turn phone off; reinstall app

 

[gottalovepluto]

Long shot but- have you had APs for a few years? I had an issue with park reservations a year or two back and IT via the ticket booth on my second day finally figured out the system was trying to link my park reservations to my old APs (these don't even show on your end, but you get a fresh number or something every time you renew) and they had to manually clear out the old APs. Maybe the system is trying to link expired APs to your current LL purchases?

 

[Sophie Weaver]

Holy smokes, what a mess! No advice but just some sympathy for what you’re dealing with. Good luck, I hope it gets figured out at some point.

Many thanks. They opted to open a new INC for a different level of IT to look at but said it could be a week or two before someone gets back to me. Definitely not going to help for our trip to MK on Friday. LOL. I told them it's a sad day when you want to give Disney your money but their IT platform refuses to accept it. Ha.

I would just create an entirely new account this sounds like a mess

So, they said that this is one of the things we could try. I would have to create a new account with a completely new email address across all Disney products and that I may or may not be able to use my current email address in the future with Disney. I asked if they had a method to do a profile rebuild (which we do at my work) and they said no, all they can do is build me a brand new account, cancel all the current plans we have associated with said account, then try again. I asked if this would impact our Disney+ and Annual Passes and they said it might and I may end up having to pay for the APs again. I was like.. come again? They said they'd figure out a way to refund then rebill but were not sure if they could secure the grandfathered plans we have in place for a few Disney items. I think I'd rather forgo ever using Lightning Multi-Pass then have to play the what got charged where and refunded game.

Maybe: in this order delete the app; turn phone off; reinstall app

I'm going to give this another try.

Long shot but- have you had APs for a few years? I had an issue with park reservations a year or two back and IT via the ticket booth on my second day finally figured out the system was trying to link my park reservations to my old APs (these don't even show on your end, but you get a fresh number or something every time you renew) and they had to manually clear out the old APs. Maybe the system is trying to link expired APs to your current LL purchases?

We thought this might be it - we also have some comp tickets on the account. We ended up making a profile just for the comp tickets and that wasn't the issue. BUT I'm not sure if they listened when I asked about APs. We've been AP holders since 2019, and before that we were APs in 2016 and both of us were APs in the 2000s on and off.

Thank you all for your good thoughts, positive vibes and well wishes. I might bite the bullet and have them do what they did Sunday for Friday at MK. We'll be traveling with my MIL who is officially in remission for breast cancer and I want to be able to ensure she gets to ride a few rides with her new (10 month old) grandbaby and has the chance to make those memories.

 

[delsol]

Has anybody else got this error and then figured out a workaround?

Disney does not have a solution for it yet.

My lightning lane functionality worked fine last week but this weekend when I went to start planning for the next trip the "Something went wrong. We were unable to find your Guests. Please try again." error appears after I select the date.

I reported in the app and also chatted with a rep but they said all the troubleshooting steps I had already done (iOS up-to-date, uninstalling/reinstalling app, rebooting phone) were the only things they would be able to do. The rep also confirmed that my account was working normally on their end when they tested the issue so it is only my iphone/app that has the issue.

Oddly enough the app on my iPad does not get this error. Unfortunately there is a different bug with the app on the iPad where it only shows the first three weeks of any calendar month (cannot scroll down and different font sizes did not help either) and the dates I need to purchase are in the week that cannot be selected.

I cannot find another method to run the "My Disney Experience Mobile App" outside of the iPad/iPhone. I'm hoping someone else had this problem and came up with a solution.

Thanks!


Edit: I figured it out. VPN. My VPN on my iPhone had switched to a non-US country. When I disabled it/switched back to US server the application worked normally. Hopefully this helps someone else who runs into this error.

 

[elvispursley]

While not related, I tried to look at the calendar on MDE and get more familiar with the app (using an iPad) since my boo,I g wi Dow is this morning. It told me I had to be in the US! I live in Hawaii and have had no issues looking at the LL portion of the app using my iPhone. Total garbage!

 

[sbbobe]

While not related, I tried to look at the calendar on MDE and get more familiar with the app (using an iPad) since my boo,I g wi Dow is this morning. It told me I had to be in the US! I live in Hawaii and have had no issues looking at the LL portion of the app using my iPhone. Total garbage!

I had the same problem a couple of weeks ago. I spoke with IT and was told that at the present time LLMP and LLSP will not load correctly on an iPad. They said they were working on a fix for this problem. We will see.

 

[elvispursley]

I had the same problem a couple of weeks ago. I spoke with IT and was told that at the present time LLMP and LLSP will not load correctly on an iPad. They said they were working on a fix for this problem. We will see.

Of course it would be too difficult for Disney IT to actually put an addendum on the page stating that it’s compatible at the moment Oh well, the phone worked just fine. Definitely took screen shots of everything!

 

[trishadono]

Has anybody else got this error and then figured out a workaround?

Disney does not have a solution for it yet.

My lightning lane functionality worked fine last week but this weekend when I went to start planning for the next trip the "Something went wrong. We were unable to find your Guests. Please try again." error appears after I select the date.

I reported in the app and also chatted with a rep but they said all the troubleshooting steps I had already done (iOS up-to-date, uninstalling/reinstalling app, rebooting phone) were the only things they would be able to do. The rep also confirmed that my account was working normally on their end when they tested the issue so it is only my iphone/app that has the issue.

Oddly enough the app on my iPad does not get this error. Unfortunately there is a different bug with the app on the iPad where it only shows the first three weeks of any calendar month (cannot scroll down and different font sizes did not help either) and the dates I need to purchase are in the week that cannot be selected.

I cannot find another method to run the "My Disney Experience Mobile App" outside of the iPad/iPhone. I'm hoping someone else had this problem and came up with a solution.

Thanks!


Edit: I figured it out. VPN. My VPN on my iPhone had switched to a non-US country. When I disabled it/switched back to US server the application worked normally. Hopefully this helps someone else who runs into this error.

Oh i was in France in May and my ipad keeps saying I am not in the country so I can't book.

I will see if that fixes my issue.

 

[trishadono]

Oh i was in France in May and my ipad keeps saying I am not in the country so I can't book.

I will see if that fixes my issue.

Well now I don't get flagged that I am out of the country but I only can see 1/2 the calendar. I think that was posted earlier let me see how to fix that.

 

[Dave006]

... but I only can see 1/2 the calendar.I think that was posted earlier let me see how to fix that.

You can't fix the Calendar issue on an iPad. It was introduced in the current version when it dropped before July 24th launch. We need an update to the MDE app beyond 8.0.1.

ETA: add MDE version information

Dave

 

[trishadono]

You can't fix the Calendar issue on an iPad. It was introduced in the current version when it dropped before July 24th launch. We need an update to the MDE app beyond 8.0.1.

ETA: add MDE version information

Dave

thx!