Please help with Gold status not being recognized!

[mickeyshellbelle]

Hello
Ok trying to keep this brief… I have called IT at least twice in the past when Gold day opens up for booking and I am unable to look at itineraries/pricing or book. I also have the same issue when I try to book on board activities on Gold day and have been unable to book Palo bc of this. I have tried the tricks I have come across on Google to clear cookies, use incognito mode and different search engine. Disney IT has said before, after speaking at length with them, the problem will be fixed. Give it a few days to update. Well after a few days anyone can see the “coming soon” itineraries and so I cannot really know if it’s fixed. It is becoming extremely upsetting and frustrating after 9 cruises that I can’t even get the simple perk of early booking. I have also have tried my husbands login and he also is not recognized as Gold. He also has 9 previous cruises. So I am desperately wondering if anyone else has had this issue and what could have possibly corrected it bc I am finding very little faith in Disney IT.

 

[sponica]

Long shot, but are there any name changes that aren't reflected in your profile? Or was another email address used for previous cruises and the account wasn't merged correctly?

ETA: Can you see your entire cruise history in your CC account?

 

[Calantha]

When you log in to your Castaway account, does it show you as gold?

 

[mickeyshellbelle]

When you log in to your Castaway account, does it show you as gold?

Yes it does. It is very frustrating And shows 9 cruises. Just got off the phone again with DCL support and receive the same response… Everything looks good on our end. Will escalate.
I did say I have heard this before and it does not fix the problem and I only realize this once I am trying to book a new release or onboard activities. So frustrated

 

[mickeyshellbelle]

Long shot, but are there any name changes that aren't reflected in your profile? Or was another email address used for previous cruises and the account wasn't merged correctly?

ETA: Can you see your entire cruise history in your CC account?

Name change would have been about 12 years ago and I did not have an issue earlier on booking at silver level. And funny u mention email as I still use my old high school email with Disney bc of the fear of confusing/losing things bc of Disneys IT history! But thank you for the suggestions.

 

[71 Truck]

If you call the cruise line booking number do they see you as Gold and if so can they book it for you as gold.
I know booking on line is more convent but if you call you may be able to book on your, Gold opening day through them
As far as on board activity's not sure what can be done till your Gold status shows up.

Also have you ever used a travel agent and if so have they ever had problems booking on your opening day?

At one point I had the same issues as you however they did fix it. My wife and I book through a travel agent and she has never had any problems on our opening day as Palatium members.

 

[lanejudy]

Our CC status disconnects occasionally and it's because of how DCL shows our name. For example our name is like MacDonald -- but DCL has it as Mac Donald (with a space) which doesn't recognize when we have it entered the normal way (without the space).

 

[71 Truck]

Okay, after reading this I logged in and noticed even though being Platinum and being able to book the Destiny on the 9th of September it said I was not eligible to book.

I cleaned out all the cookies on the computer from the site and now I am able to book the Destiny if I wanted.
Not sure why this happens.

 

[Racer X]

Our CC status disconnects occasionally and it's because of how DCL shows our name. For example our name is like MacDonald -- but DCL has it as Mac Donald (with a space) which doesn't recognize when we have it entered the normal way (without the space).

SAME!

 

[djpflug23]

Have you ever booked for family or friends who aren't at your save Castaway Club level? I used to have this problem as well. After a few calls with Disney they found that I had booked for others using my account in the past who hadn't sailed with Disney before. After they removed them from my account I was able to book on my early booking date as expected. Not sure if that would fix it, but could be something to look into.

 

[TheRichFam]

As with most things that are problematic and Disney-related, I automatically default to blaming Bob Chapek. I'm sure whatever is happening to your Castaway Club account is related to his failures as a leader.

In all seriousness, I would be livid if this was me. I share your skepticism regarding Disney IT's ability to correct themselves, but I guess there's always a chance?

The only time I ever had an issue similar to this was at a WDW resort. It wasn't the same thing, but similar. I had absolutely no luck getting any help from anyone regardless of who I called or how many times I tried prior to our travel date. When we got to Wilderness Lodge to check in, we mentioned the issue to the front desk. They called over a supervisor/manager/capo/consigliere, whatever. Long story short, he made one phone call with us standing there and had the issue fixed in under 5 minutes. He even sprinkled some Disney magic on the situation because he could tell how frustrated we were.

Why am I telling you this? clearly the Guest Services CMs onboard can't fix it and even if they could, that defeats the purpose of the early booking window. I would suggest maybe calling the Shoreside Services office, or maybe even emailing someone who works directly for the Castaway Club department? It may take some time and research to find the right person, but from my experience it's infinitely better to speak to someone directly empowered to fix something than it is to call the Disney Cruise Line main number and pray you get to someone who knows how to help.

Good luck. I DEFINITELY hope you get it resolved before you hit 10 cruises and level up to Platinum perks!

 

[Carohs]

I had to call IT three times before I connected with someone that was able to call and resolve the issue with getting my CC status to show. In our case neither DH nor me saw the correct status on the when we logged in either. The problem ended up being that my email had been saved to his profile on some previous booking and it was causing all sorts of problems on their back end.

 

[happycamper47]

I had to call IT three times before I connected with someone that was able to call and resolve the issue with getting my CC status to show. In our case neither DH nor me saw the correct status on the when we logged in either. The problem ended up being that my email had been saved to his profile on some previous booking and it was causing all sorts of problems on their back end.

We had a similar issue with a phone number, but it only took one phone call to the IT help desk. So one small descrepancy can mess things up.

 

[mickeyshellbelle]

Thank you for all your replies! I too hope it is fixed this time so when we hit platinum we receive the early perks. I will definitely be looking to speak with someone shoreside if possible since it has been several attempts with no resolution as well as trying the possibly issues people have suggested here!

 

[bakerworld]

Hello
Ok trying to keep this brief… I have called IT at least twice in the past when Gold day opens up for booking and I am unable to look at itineraries/pricing or book. I also have the same issue when I try to book on board activities on Gold day and have been unable to book Palo bc of this. I have tried the tricks I have come across on Google to clear cookies, use incognito mode and different search engine. Disney IT has said before, after speaking at length with them, the problem will be fixed. Give it a few days to update. Well after a few days anyone can see the “coming soon” itineraries and so I cannot really know if it’s fixed. It is becoming extremely upsetting and frustrating after 9 cruises that I can’t even get the simple perk of early booking. I have also have tried my husbands login and he also is not recognized as Gold. He also has 9 previous cruises. So I am desperately wondering if anyone else has had this issue and what could have possibly corrected it bc I am finding very little faith in Disney IT.

In this situation, a TA would've been helpful.

 

[mmouse37]

Okay, after reading this I logged in and noticed even though being Platinum and being able to book the Destiny on the 9th of September it said I was not eligible to book.

I cleaned out all the cookies on the computer from the site and now I am able to book the Destiny if I wanted.
Not sure why this happens.

Same....I had to log out and log back in and then it recognized me as Pearl so I could book.

MJ