Somehow logged in during site maintenance, all my points gone

[pangyal]

They couldn’t.
When you try to modify, the system shows that the current reservation cost 0 points. Any modification would be more than 0 points and since I only had 1 point left I nor MS couldn’t do anything

Exactly the same for me.

 

[TCRAIG]

They said it will take two weeks. It’s not right. We are guaranteed access to our points. I might call in and nicely nudge them a little on this.

Its not Member Service that caused the problem so I’m not sure ‘nudging’ them is going to get anywhere - HOWEVER - an email to Member Satisfaction might do the trick.

 

[kes601]

I can't even get the availability tool to load this morning, just get the spinning blue circle and then Rex....our dues are paid for the year, so there's that....

ETA: Working in incognito mode, just very...very...S L O W L Y.

 

[Cyberc1978]

They said it will take two weeks. It’s not right. We are guaranteed access to our points. I might call in and nicely nudge them a little on this.

I managed to free up some points for the contract which is causing problems. After freeing up the points I could modify down to number of points I had freed up. After confirming, the points which was not visible now became visible again and most importantly usable again. However it requires a cancel and rebook to free up the last night points.

MS said they would hold the dates for me, so I figured I could sort of play with the reservation.

Started freeing up 1 night at a time and suddenly the nights from both side of what I hold was gone. Normally not possible during 11 month window, but I guess MS or their support team are holding several nights for members.

 

[christophles]

Has anyone gotten a confirmation email when you make or modify an existing reservation since this most recent maintenance window?

 

[pangyal]

I managed to free up some points for the contract which is causing problems. After freeing up the points I could modify down to number of points I had freed up. After confirming, the points which was not visible now became visible again and most importantly usable again. However it requires a cancel and rebook to free up the last night points.

MS said they would hold the dates for me, so I figured I could sort of play with the reservation.

Started freeing up 1 night at a time and suddenly the nights from both side of what I hold was gone. Normally not possible during 11 month window, but I guess MS or their support team are holding several nights for members.

That’s interesting, thank you! It almost feels like these points are “stuck” with the attributes that they had when they were used for the initial bookings…maybe I will just cancel the reservation and try to rebook it on my own since now we need different dates anyway (March Break flight prices are the worst!).

 

[Cyberc1978]

That’s interesting, thank you! It almost feels like these points are “stuck” with the attributes that they had when they were used for the initial bookings…maybe I will just cancel the reservation and try to rebook it on my own since now we need different dates anyway (March Break flight prices are the worst!).

The weird thing is, after I played with my reservation, I had a value room booked, I can perfectly fine book a resort view at AKV - but if I book another value room I experience the same problem with the points.

What room type and where did you book?

 

[DanCali]

Add me to the list of points missing. 2 of my contracts are not showing for 2025.

Same issue for me - seems to be the ones with zero points available.

 

[DanCali]

Has anyone gotten a confirmation email when you make or modify an existing reservation since this most recent maintenance window?

Yes, I have been getting confirmations.

 

[pangyal]

Speaking to MS, they are saying that this is a problem across the board affecting only resale contracts…

 

[pangyal]

The weird thing is, after I played with my reservation, I had a value room booked, I can perfectly fine book a resort view at AKV - but if I book another value room I experience the same problem with the points.

What room type and where did you book?

It WAS a Club room at AKL

 

[DanCali]

Speaking to MS, they are saying that this is a problem across the board affecting only resale contracts…

The "only resale contracts" is not true in my case.

I have a direct VGF contract with zero 2026 UY points (borrowed to 2025) that disappeared from my "manage points" screen for 2026. The ones with >0 points are showing.

When it's been 3 days and they don't seem to know the scope of the problem, this is when rolling back to the prior software version might make sense...

 

[JackosinDIS]

The "only resale contracts" is not true in my case.

I have a direct VGF contract with zero 2026 UY points (borrowed to 2025) that disappeared from my "manage points" screen for 2026. The ones with >0 points are showing.

When it's been 3 days and they don't seem to know the scope of the problem, this is when rolling back to the prior software version might make sense...

Same with my direct PVB points. Although I think the problems with modifying only apply to resale points.

Either way, this situation is totally unacceptable. We don’t have proper access to our points. It’s not like this is just a few hours delay, this is a significant disruption / inability to use a asset which most of us have invested 10’s if not 100’s of thousands of $$ in to.

 

[pangyal]

Same with my direct PVB points. Although I think the problems with modifying only apply to resale points.

Either way, this situation is totally unacceptable. We don’t have proper access to our points. It’s not like this is just a few hours delay, this is a significant disruption / inability to use a asset which most of us have invested 10’s if not 100’s of thousands of $$ in to.

That is the point I am making. They are totally sympathetic but she said this issue is so massive that it’s pretty much untenable.

 

[Cyberc1978]

The "only resale contracts" is not true in my case.

I have a direct VGF contract with zero 2026 UY points (borrowed to 2025) that disappeared from my "manage points" screen for 2026. The ones with >0 points are showing.

When it's been 3 days and they don't seem to know the scope of the problem, this is when rolling back to the prior software version might make sense...

Disney only knows one thing and that’s “roll forward”

 

[DanCali]

They couldn’t.
When you try to modify, the system shows that the current reservation cost 0 points. Any modification would be more than 0 points and since I only had 1 point left I nor MS couldn’t do anything

I am not sure I follow this - are you saying that you can't shorten a reservation from 7 nights to 5 nights, for example?

Asking because I was able to do this for an Aulani reservation just yesterday. Haven't tried at WDW.

 

[Cyberc1978]

It WAS a Club room at AKL

Didn’t they offer to hold the room for you until the issue was corrected?

 

[Cyberc1978]

I am not sure I follow this - are you saying that you can't shorten a reservation from 7 nights to 5 nights, for example?

Asking because I was able to do this for an Aulani reservation just yesterday. Haven't tried at WDW.

Correct.

When i modify specific reservations they don’t show the points the reservation already holds. Says I need to borrow to complete the booking regardless of number of nights already booked.

 

[pangyal]

Didn’t they offer to hold the room for you until the issue was corrected?

They did, but they’re not the dates that work for us anymore now that we want to go on different dates due to flight costs, and the dates we want are after the date they are holding. Ah well.

 

[pangyal]

BTW- apparently, they are working to have all points restored by the 18th.

That is almost a full week without access to our points.