unable to logon

[Disney Dreams]

Update:

Yesterday, 6:13 pm Sign in troubles, no clue why. Not able to find an actual person that could help.

Yesterday, 10:00pm - whenever Spoke with several VMK friends trying to figure out something in common or what might have happened.

Today 9:50am Start searching on Disney.com for a number with a human being I could speak with. Asked lots of questions, explained repeatedly the situation, seemingly of many. I have never been good at sitting and waiting, hoping things happen.

Today 4:30pm Returned from my day. Jegrezo signs in perfectly.

Today 4:45pm Called the above number again to say thank you and try to find out what happened.

Back to Funville.

I would also like to say that I have realized in the last 24 hours VMK is NOT "just a game." It is a hobby. It is a series of related projects that I am proud of. It is a social circle of friends that I enjoy hanging with daily. It is much more than "just a game."

Just curious, while it is an error on Disney's part anyone explain what in fact the error was? Wonder what it was and what they are doing to remedy it (prevent it) from happening in the future. (Sorry I just got home from work and still in "fix broken process mode".)

It seems that a lot of Disney.com accounts were accidentally banned. Staff received an e-mail today around 11:00am (hmmm... shortly after my first call) stating that it appears several Disney.com accounts were inadvertently banned and outlined a brief procedure for staff to check if a ban was legit or not when/if they received such calls. If the ban was found to be a result of the error, they are to fix immediately.

 

[disvaclub92]

It seems that a lot of Disney.com accounts were accidentally banned. Staff received an e-mail today around 11:00am (hmmm... shortly after my first call) stating that it appears several Disney.com accounts were inadvertently banned and outlined a brief procedure for staff to check if a ban was legit or not when/if they received such calls. If the ban was found to be a result of the error, they are to fix immediately.

Interesting. I can see by posts here that alot of Staff were not informed then since some people had to call several times. I am sure it was the mass flurry of phone calls (alot from our Dis Peeps) that were received that really made them look deeper into the madness.

Some people who posted here we have not heard from. Let us know if you were able to get in.

 

[Disneychick74]

I just wanted to thank Disney Dreams for all the valuble information you posted
Had it not been for you many accounts could have ended up in the black hole of disney!
You rock

 

[WDWTigger72]

Thanks everyone for the responses here, I will email memberservices@disney.twdc.com and also contact them at (866) 993-6263 tomorrow morning. This has also happened to my three main accounts and four other accounts...I haven't logged into vmk for two days, but in a round about way I figured out it was a disney.com sitewide problem. Thanks everyone for this thread because I was having trouble finding information on other sites...

UPDATE 02/07/2008 11:17AM
Attempted contacting guest services this morning, and depending on who the phone gets routed to it looks like they really don't understand what is happening. Initially, The guest services person provided me another phone number thinking only one disney web site was the problem, so I had to explain further and they still didn't understand. The person provided me another email address, and stated someone should contact me back in a few hours regarding my accounts. Like someone already posted it really depends on who you get on the call, but I will keep trying this morning contacting the number, and may even just ask to speak with a manager/supervisor. I understand its a large company but they really should have their ducks in a row, and know where to route your call for account issues...

UPDATE 02/07/2008 12:17AM
Attempted contacting guest services a second time, just to see if for some reason a different person may have seen this problem or was aware of this issue. I communicated that I believe my account has been wrongfully banned for some reason. The guest services person asked for all my accounts email addresses, and placed me on hold to look into the problem further. After about five minutes or so they resolved the issue fairly quickly for me...I asked them what may have caused this issue. They stated that they where doing account cleanups on Disney Movie Rewards, and whatever maintenance they performed banned some accounts by mistake. Interestingly, Other Disney Movie Rewards accounts I have had no problems at all, so something really quirky happened...

P.S. When you contact the guest services number, eventhough it stays something like Disney Internet Group they are not technical staff. I asked the individual if he was a technical staff, and they communicated that they pretty much only answer the phones/handle billing issues/etc, but they are able to contact another group that can resolve the problem. They should only put you on hold, but once again it depends on who you get a hold of on the other side of that phone...


Thanks everybody for posting their feedback here, and letting others know they are not the only ones experiencing the issue....Good luck everybody, hope you all get your accounts resolved fairly quickly...

 

[dudeonator]

As of late yesterday afternoon, after a quick phone call with the phone number provided here, I am back on! Thanks so much for all the helpful information on this thread! You guys are great I hope everyone gets there accounts back up and running.

 

[lizbeth374]

So if these accounts were accidentally banned, does that mean they will have a ban on their records?

 

[whs_singingrose]

So if I haven't able to logon to DMR for months now should I contact them about it?

I've used contact us to tell them about it for a few weeks now but keep getting a canned respose.

 

[SkittleLover]

Woot! I am able to log into VMK again After talking with Richard for about five minutes, I've had my ban cleared. He really couldn't explain to me what the problem was in the first place or if it would happen again. I really appreciate all of you who provided so much information about this issue. I've known for a long time that if you need answers, come to the Dis first! I hope everyone gets back into VMK!

 

[ihavewaycutecats]

Man i thought i was the only one who was having issues with this. I dont think i am banned anymore, what a relief (i hope0.
It is very weird i cant log on to any of my users but i can log on to my family member's accounts, but not mine? it is making me kind of mad. Thanks for the help everyone i will have to try it out.

 

[ihavewaycutecats]

Do we have to call this number to get unbanned or can we use the contact us button?

 

[Disney Dreams]

Do we have to call this number to get unbanned or can we use the contact us button?

You don't HAVE to, but I absolutely would. They can assist you in a matter of 10-15 min if you explain your situation.

 

[ihavewaycutecats]

ok i tried calling but i was put on hold and i didn't have time to wait. I am going to call tomorrow and hopefully they can help. Thanks for the help.

 

[WDWTigger72]

So if these accounts were accidentally banned, does that mean they will have a ban on their records?

This depends, because these accounts where not banned from Virtual Magic Kingdom (VMK) instead they where banned from disney.com globally. You can check to see if your account is banned by attempting to logon here:

https://register.go.com/global/disney/login

You will actually receive a message "Your account has been banned" from this web page, or you will be able to logon successfully. Somehow I found this global site used by disney.com yesterday...

P.S. If you account is banned from Virtual Magic Kingdom you should still be able to utilize your account to logon to other disney sites (disney.com, disneyshopping.com, etc). Also, If you have been banned recently from Virtual Magic Kingdom you probably will not be able to get your account re-enabled. This was a totally different situation for the all the members who posted here and nobody was banned from Virtual Magic Kingdom...Just wanted to differentiate between a global ban and VMK ban...

 

[ihavewaycutecats]

yeah, i figured that out when i tried to logon to the disney web site. i guess i didn't make that clear enough, i was banned from the whole disney website, like all of you. I have called disney to ask them to fix the problem, but i have not been able to talk to them, i keep being put on hold. I just want to play on my user already! I am sick of this.

 

[the_jedi_master]

he knew it was a vmk account

yay! jedi is still on vmk...

 

[ihavewaycutecats]

yes! i just called disney and they got my account working!!! I am so happy!

 

[Princess_Angelica]

i'm trying to call (866) 993-6263 but it says it is for pirates of the caribbean online. am i dialing the right number? also, it keeps telling me it's closed when clearly judging by the times they give me on the prerecorded message i keep getting, they should be open for another 45 minutes. any help?

ETA: arg! i also just called the other number posted in here. i told the lady what was going on with the account and she was starting to help me. then she stopped and asked if i was a guest at the disney park. i said no, and she told me to just email my problem in. so because i'm not paying to stay in the darn park, i can't get help, is that it?! AH! this is madness.

 

[ihavewaycutecats]

yes that is the right number, that is very weird that it isn't working for you. Try typing in a 1 and then the rest of the number that is what i had to do, it might work for you but i am not sure.

 

[Disneychick74]

i'm trying to call (866) 993-6263 but it says it is for pirates of the caribbean online. am i dialing the right number? also, it keeps telling me it's closed when clearly judging by the times they give me on the prerecorded message i keep getting, they should be open for another 45 minutes. any help?

ETA: arg! i also just called the other number posted in here. i told the lady what was going on with the account and she was starting to help me. then she stopped and asked if i was a guest at the disney park. i said no, and she told me to just email my problem in. so because i'm not paying to stay in the darn park, i can't get help, is that it?! AH! this is madness.

Keep calling, some operaters are more willing to help than others!

 

[MsSharkBait]

I have been unable to log-in since February as well. I have tried the contact us form on every disney website I use and nobody has helped. Just generic e-mails - which is so frustrating. I gave up for a while, but now I am back at it. I don't want to loose my VMK - I have so much stuff!

Anyways, I finally found this post after searching google for contact numbers and being banned from disney.com. I just sent an e-mail to the address listed previous in the post. I also just called the phone number and it has been busy for the past hour. Anyone have any advice?