Phone Never Opens Room Door

[mgarbowski]

I have Disney MagicMobile Pass set up in my wallet. Express Mode is activated. I open the WDW app, and navigate to Disney MagicMobile, click “Unlock your resort hotel door,” click “Unlock Door,” and get a screen that says “Hold Your Phone Against the Lock.” I do so, and it pauses for a second or two, then switches to my wallet and activates not my Magic Mobile Pass but a credit card (specifically my Apple credit card), and prompts me to pay for something.
This happens every time. It also happens to my daughter. I cannot find any documentation or onlline reports of a similar problem. I’m currently working with tech support which is taking forever and wondering if someone did have this issue and I just cannot find it in my searches.

 

[DavidF]

I was there last week and never could get my phone or watch to open the door. Spoke with guest services at the resort a couple of times, but then gave up.

 

[Mackenzie Click-Mickelson]

Check if your app needs an update. Not saying that's the issue but it's my first stop when any of my apps start to glitch and functions aren't working correctly.

 

[DavidF]

Both the phone and the apps were updated. Watch worked fine for LL tap-in.

 

[Mackenzie Click-Mickelson]

Both the phone and the apps were updated. Watch worked fine for LL tap-in.

The particular version existing on someone's phone depends on each person relative to when they downloaded it and last updated it. Each phone can function differently (like IOS vs Android and Verizon vs T-Mobile) and when looking at any recent or needed phone system updates. Right now I checked my app and my phone is out of date (downloaded in March IIRC but has been updated at least once or twice since then). The last update on Google Play shows 6/21/2022 which was 9 days ago. Maybe the OP just downloaded the app, maybe they already had updated the app but that last update Disney pushed out was very recent.

Like I said I'm not saying that's the issue with the OP but it's the first thing I always check because frequently it is the issue especially as it's looping back to the wallet and not staying on MagicMobile pass.

 

[CaptainAmerica]

I open the WDW app, and navigate to Disney MagicMobile, click “Unlock your resort hotel door,” click “Unlock Door,” and get a screen that says “Hold Your Phone Against the Lock.”

Don't do that.

Instead of opening the WDW app, open Apple Pay (or Google Pay for Android users). Select your pass, then hold your phone to the door.

The WDW app is required to set up MagicMobile, but once your pass is created in your digital wallet, it's 100% self-contained. You don't need to use the WDW app for any MagicMobile functionality.

The button in the app that lets you unlock your door predates MagicMobile, and does NOT involve touching your phone to the door. When you use that button, it's supposed to work by sending a signal through Disney's infrastructure that unlocks the door without a tap. It's extremely slow and I don't recommend it. It was only helpful for a brief period of time before MagicMobile was rolled out if you forgot or lost your room key.

 

[Mrs.AMC]

It was always very hit or miss with my other phones. It's worked with my 13 thus far but I've always said it's way too unreliable to ever rely on for me. I always have a magic band on me. If no longer have one of those I will get a KTTW card instead.

 

[Mrs.AMC]

Don't do that.

Instead of opening the WDW app, open Apple Pay (or Google Pay for Android users). Select your pass, then hold your phone to the door.

The WDW app is required to set up MagicMobile, but once your pass is created in your digital wallet, it's 100% self-contained. You don't need to use the WDW app for any MagicMobile functionality.

The button in the app that lets you unlock your door predates MagicMobile, and does NOT involve touching your phone to the door. When you use that button, it's supposed to work by sending a signal through Disney's infrastructure that unlocks the door without a tap. It's extremely slow and I don't recommend it. It was only helpful for a brief period of time before MagicMobile was rolled out if you forgot or lost your room key.

Maybe, maybe not but it's how I always unlock the door to my room and it works just fine with the latest updates at least, at least since I've had my 13 phone. Believe it worked with my 12 too, can't recall 100%. I used it just last month with great success
I always use the Resort Room Page, Unlook Door link and hold it to the door. It makes that tinkerbell sound and the door opens.
I use your method for entering the parks. Never for the room
Though I never trust Disney tech so I'd still never leave without a MB and my AP too. Anyone that trusts Disney tech on the phone is just asking for an issue, LOL

 

[CaptainAmerica]

Though I never trust Disney tech so I'd still never leave without a MB and my AP too. Anyone that trusts Disney tech on the phone is just asking for an issue, LOL

Right, that's my point. My way cuts out the Disney tech entirely. It'll work with any phone that supports NFC (iPhones going back to 2014's iPhone 6), and it'll work regardless of which version of iOS or which version of the Disney World app you're running. It'll work if you don't even have the Disney World app installed. My way cuts out the Disney IT and replaces it with Apple/Google IT.

 

[GADisneyDad14]

I’ll concede if I’m wrong here but I was under the impression that the room unlock feature uses Bluetooth and only works through the app, not your digital wallet. I’ll be happy to be wrong as it would cut down on steps significantly, but didn’t think it worked that way.

 

[CaptainAmerica]

I’ll concede if I’m wrong here but I was under the impression that the room unlock feature uses Bluetooth and only works through the app, not your digital wallet. I’ll be happy to be wrong as it would cut down on steps significantly.

I think it's two different things. There's "open your room with the MDE app via Bluetooth" and "open your room with MagicMobile via NFC."

Like you, I'm not 100% certain on this but I believe it's correct.

 

[mgarbowski]

I appreciate all the advice. None of it works, but don’t feel bad because after ~50 minutes on the phone with me Disney tech help gave up, lol. But I have a ticket open and they’re working on it.

For the record, I tried using the app and the “Hold Your Phone Against the Lock” screen as noted in my OP, and it does not work. Though I did not mention it until now, I also tried not even opening the app, and holding my phone against and/or near the lock while the phone is locked, and also with the wallet open and the WDW pass selected. Both of those also fail, and flip me to the same Apple Credit card, lol. I think I even tried those methods first before going through the app. Nothing works.

Meanwhile I can use my watch to enter the parks, activate LL, or pay for things. Of course the watch won’t open the door. Magic bands and old fashioned WDW cards open the door. The phone is a fail for me, and a mystery to Disney IT.

 

[mgarbowski]

And also for the record I use my phone all the time to pay for things, and enter events, etc, using NFC and Bluetooth works fine for other things also.

 

[Mrs.AMC]

Right, that's my point. My way cuts out the Disney tech entirely. It'll work with any phone that supports NFC (iPhones going back to 2014's iPhone 6), and it'll work regardless of which version of iOS or which version of the Disney World app you're running. It'll work if you don't even have the Disney World app installed. My way cuts out the Disney IT and replaces it with Apple/Google IT.

I'm not sure you can cut out Disney tech to open Disney doors.
One of the lines of business my employer installs is hotel room access control. We install several different lines and are currently in training for another right now in the next room. I am not certain on which brand Disney installs. I know the brand we sell to MOST hotels and other entities like nursing homes but not sure on Disney. But for the various ones we sell you can't get around that companies authorization of your accessing the tech each time you arrive. It's a security measure. Well, a layer of security. Helps to stop the folks from scanning random access entry codes and gaining entry to rooms.

 

[erionm]

WDW has not yet implemented the Apple Hotel Key function which would allow you to unlock your room door using NFC on an iPhone or Apple Watch. For now the only way to use your phone to unlock the room door is using the MDE mobile app.

 

[CaptainAmerica]

I'm not sure you can cut out Disney tech to open Disney doors.
One of the lines of business my employer installs is hotel room access control. We install several different lines and are currently in training for another right now in the next room. I am not certain on which brand Disney installs. I know the brand we sell to MOST hotels and other entities like nursing homes but not sure on Disney. But for the various ones we sell you can't get around that companies authorization of your accessing the tech each time you arrive. It's a security measure. Well, a layer of security. Helps to stop the folks from scanning random access entry codes and gaining entry to rooms.

The NFC capabilities of your phone essentially turn it into a big rectangular MagicBand. The door doesn't need to know that it's your phone being tapped versus a band or an old-school room key.

 

[mgarbowski]

As an FYI follow up, someone got back to my written submission and offered no help or suggestions beyond the basics I was told on the phone. Between phone and written support I was offered no suggestions other than making sure I was properly following the instructions, to make sure I have a good connection, and to delete and reinstall. They literally added zero value over what I could do myself and had already tried.
Zero.
The copious noted my phone CM took were ignored.
I'm disgusted and I'm done. It doesn't work and Disney IT neither knows how to fix it and obviously does not care. I literally was capable of providing the same level of IT support as they did. Everyone at Disney with whom I dealt trying to fix this: the front desk, written support and phone support were all useless. I'm on vacation and I'm done trying to fix this. It's a waste of my time. I'm not going to let this waste another second of what is otherwise a very good vacation. I did not think my opinion of Disney tech support and IT could go any lower. I was wrong.

Thanks for all the attempts to help from here.

 

[nursejackie]

The main issue for me using my phone is battery life. After a day in the parks constantly checking Genie+, stand by queues, mobile food ordering, and messing on my phone to pass wait times, I doubt there'll be any battery left to get me back in the room at the end of the day. I'm taking an active magic band and hopefully that will work for the room door.

 

[Mrs.AMC]

The main issue for me using my phone is battery life. After a day in the parks constantly checking Genie+, stand by queues, mobile food ordering, and messing on my phone to pass wait times, I doubt there'll be any battery left to get me back in the room at the end of the day. I'm taking an active magic band and hopefully that will work for the room door.

Your band will work. If you have any doubts simply stop at the front desk. They can check their system and confirm the band works and fix any issues with those that don't. I do this especially when I have a room that's a long trek to the lobby and I see a short or shortish line. Just in case. Though most of the time I bring multiple bands and at least 1 out of all will work. There's always some that don't.

 

[Mrs.AMC]

As an FYI follow up, someone got back to my written submission and offered no help or suggestions beyond the basics I was told on the phone. Between phone and written support I was offered no suggestions other than making sure I was properly following the instructions, to make sure I have a good connection, and to delete and reinstall. They literally added zero value over what I could do myself and had already tried.
Zero.
The copious noted my phone CM took were ignored.
I'm disgusted and I'm done. It doesn't work and Disney IT neither knows how to fix it and obviously does not care. I literally was capable of providing the same level of IT support as they did. Everyone at Disney with whom I dealt trying to fix this: the front desk, written support and phone support were all useless. I'm on vacation and I'm done trying to fix this. It's a waste of my time. I'm not going to let this waste another second of what is otherwise a very good vacation. I did not think my opinion of Disney tech support and IT could go any lower. I was wrong.

Thanks for all the attempts to help from here.

Truly not surprised. It actually could be 100% your phone and 0% MDE. I know that's really hard to believe seeing how wonky MDE is. If this is a case of your the only one with your exact error situation it really may be a situation with your phone and that's a case where they can't fix it. May be a combo of app and settings on your phone that they can not ever replicate. An app that you'd never even think of may be interfering

This whole going to the phone to replace the MB is never going to work for that reason. There are just too many things that can go wrong and too many phone and phone settings to ever figure them all out