Boy in father's arms
  • On May 25, 2022
    Amanda jane Asked Please note that experiences, policies, pricing and other offerings are subject to change and may have changed since the date of this answer.

    I cannot link my hotel and park tickets to any of the Disney apps or the website. I get an error message telling that either the booking number or surname is wrong. All party members have the same surname

    Hi there, Amanda Jane! Welcome to planDisney. You must be getting so excited to visit the Happiest Place on Earth! Planning a trip to the Disneyland Resort is almost just as fun as being there, so let's get your logistics in order so you can daydream about your park days ahead!

    I'm so sorry to hear that you're running into some technical difficulties. I'll do my very best to troubleshoot from Philly! First things first, each Disney theme park location has its own app so it can get a little confusing sometimes, even for me! Let's double-check that you have downloaded the app for Disneyland Resort in California. The icon for the app is Sleeping Beauty Castle. Once you enter the app, you will see lots of references to Disneyland Resort, Disneyland Park, and Disney California Adventure Park. How are we looking here? Good to go? 

    If you've got the right app and are logged in with the same account information used to purchase your tickets and you're still running into issues, let's take another route. Just like when your computer gets slow and needs a little break, this can also be the case for the Disneyland Mobile App. A good old, fashioned phone shut down and restart can do the trick. I would also recommend deleting and re-installing the app so you're working with a clean slate. Any luck? If we've arrived at this point and still have no luck, it's time to call in the magic makers. I know you are across the pond, but I would recommend giving the Guest Services team a ring. You can reach the Website Support team at (714) 520-6222 or the Ticket Team at (714) 781-4636. They will be able to look into your account on their end and ensure all your Donald Ducks are in a row and see if there is a technical issue preventing you from being able to link your reservation. Sending a little pixie dust over to you that your reservations are visible, and you can just start thinking about all the magic ahead!

    Once your reservations and tickets are all settled, you will be able to find them easily in the app by navigating to the three-bar menu in the bottom right-hand corner and selecting either "Future Plans" to see hotel, theme park reservations, and dining reservations or "Tickets and Passes" to see your theme park tickets. Did you know that you have your very own Genie built right into the app with the Disney Genie Service? Ahead of your visit, I highly recommend letting Genie know your favorite attractions, interests, and any must-do restaurants. You can even make different selections for each day of your trip ... and POOF! On the day of your visit, Genie will load in a personalized itinerary just for you at 7 a.m., and he will continue to make updates as you go about your park day! To get to know Genie, just tap the "+" in the bottom navigation bar and select "View My Genie Day and Tip Board". From here, toggle to the "My Day" tab and click the "Get Started" button. This planning tool is complimentary and will make your park days feel like a whole new world! My tip is to make sure Genie is very clear about what your top 3-5 must-dos are for the day. This helps him to have a clear focus when taking you on that magic carpet ride! 

    You may have also heard about Genie+! This is a phenomenal upgrade that will grant you access to Lightning Lanes across both Disneyland Park and Disney California Adventure Park! You can add this to your day once you scan into the parks each morning. Head back to the "My Day" tab and select "Take Today to the Next Level"!

    Amanda Jane, our magic carpet is coming in for a landing. If you have any more planning questions, we are always here for you at planDisney!

    Magic awaits!
thumbnail image for Tara

Meet the Panelist: Tara, Pennsylvania

Hello from Philly! Disney Parks have been my heart and soul since my 3-year old feet first hit Main Street, U.S.A. Nothing compares to the burst of pure joy, nostalgia and magic that I feel EVERY time I enter the gates! I love planning Disney vacations and have been known to convert a non-believer or two in one magical afternoon. Whether it's park days with friends, multi-generational trips, toddling around with kids or flying solo, I'm ready to help you personalize the magic at the Happiest Place On Earth! Learn More About Tara

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